Fusemail

I had previously been a customer of CudaMail before being acquired by j2/FuseMail. CudaMail had always been a reliable partner—albeit clunky at times—with decent customer service and billing support.

After the migration to FuseMail, things quickly went downhill in both areas. With little to no formal introduction that my services were being handled by a new company, I was plagued with billing issues almost from inception. With FuseMail offering no easy way to update your payment method, they relied on outdated manual processes which instilled very little assurance or confidence that your services would go uninterrupted if for some reason there was an issue with your credit card. Trying to update my credit card after my provider issued me a new card was a 3+ month long process with no centralized contact to offer resolution to what should have been a nonissue to begin with.

Even the contact representative I was briefly assigned to during the migration period could not point me in the right direction or give me any usable insight on how to rectify what was, in my eyes, an extremely simple inquiry. I would submit my update, 2-3 different people would contact me stating that my information had been or would be updated, and then soon after I would become inundated with numerous past due notices draconian in nature, threatening discontinuation of my service if I failed to take action. After numerous calls and e-mails taking up to a week to respond on each and every attempt, I finally made leeway on the information update, but it would still take FuseMail almost 2 months to actually get around to billing me. Even at this stage they would still fail to accomplish a billing cycle accurately, sometimes billing 2-3 months on a single charge with no notice, explanation, or apology.

The final straw was this past November when I received a past due notice out of nowhere, which was strange because the payments were actually caught up that month for once. When I called them out on it—stressing the fact that I would not stand for another long term problem where I was billed multiple times in one month—I got little explanation other than the claim that they were working on it. Fast forward to the end of January, where yet again they attempted to charge me twice in 1 month. Being a small company on a budget, inconsistencies like this are absolutely unacceptable and unprofessional.

Reaching out to the last contact I had any interaction with from their billing department, Barbara from ExcelMicro, I expressed my frustration and reiterated my year long struggle. Offering little desire to extend any courtesy on the double billing cycle or sympathy whatsoever for how upset I was, it was obvious she could care less about retaining what had been a loyal customer for over 3 years. Again, going back to the fact that I am a small company, I realize losing me will not affect their bottom line much. But as companies like this continue to alienate small businesses in mass with their loss of focus on real customer service and support, it will surely add up and become detrimental to their foundation.

After being blown off by Barbara and underwhelmed by her complete lack of knowledge on the customer experience, I made good on my threats and pulled my services that afternoon for a competitor.

In the end it was very unfortunate because I truly enjoyed the technical offerings of the company over the years—but their lack of courtesy and caring changed all that. I fear that if they don’t seriously examine the gravity of this issue with intense earnestness, it will be the downfall of their business.

Time as customer dates back 10+ years to company that was bought out by Electric Mail then Fuse Mail. Reasonably satisfied over the years, clunky and inconvenient webmail portal, but generally decent service and competent tech support on the few occasions needed.

Three days ago we received notice that our mailbox was at 5000% of capacity, after 10+ years of this not being a problem. Tech support showed us how to reduce size by archive time limits. We reset time limits, but since their server does not immediately respond, we have to wait overnight to see the result. Today, they shut off our email access due to full mailbox.

So the inbox archive has been reduced to 30 days, but the mailbox is full because their server has not removed the emails that date back to 2015.

Calls to tech support and customer service have gone unanswered, calls are not returned. Customer is really pissed off.

Got forced to use Fusemail (Fusemail bought the antispam vendor my workplace was using). Despite huge amounts of evidence that their platform had faults.

They claimed that the error was on my end. The problem was that some mails got defective when passing Fusemail, and after testing with 3! other vendors, that did not made mail defective. Fusemail still claimed the error was in our end.

Well, that is Apple arrogance for you right there. Bye bye Fusemail.

To make sure that I never get back to Fusemail, I have made a point in my contract with the new vendor that is case they get bought, we can leave a three year contract without problems. That is how big an impact Fusemail have made on the company.

My company's been using Fusemail for several years and i'm fed up with their lack of customer service and a product that basically fallen apart. used to OK, but within the last months has just fallen apart and I can't get a SINGLE person to return my calls.

Guess we need to move our small business account (12 emails) elsewhere. Basically, the log-in page has become almost entirely unusable (tabs are unclickable completely) and the filtering is untrainable.

I can't even see my inbox on the admin panel, only the spam box so I can't teach the program to stop spams that have gotten through and i've left multiple messages for help and received not a single call back and there's nowhere to even email or complain! WASTE OF MONEY.

I'd been a reasonably pleased customer with Fusemail for many years, grandfathered in on a very inexpensive plan - $24/year. I selected them for IMAP before GMail offered such services for free.

Yesterday, I discovered that the billed me $120 for this coming year. They never sent me an email informing me of a rate change (though they claim otherwise, but can provide no evidence and I can find no such email). They never sent me a bill/invoice. They never sent me a receipt. They just billed my credit card.

When I complained, they offered no apology or explanation for the missing bill and receipt. They did send me a link to cancel my service and get a partial refund, which I will be using in the next few days once I'm off their service.

Terrible way to treat a customer. Find someone better to host your email.

I am in the trial period of my account and I am experienced in changing MX records associated with my domain (I have 10 domains with different mail services other than the company I purchased them from). I set up the records and I can send mail but I can't receive it. I sent Tech Support a shot of my records and how they are set up and they keep pointing me to my domain hosting site.

I emailed today to ask for the account to be cancelled because I do not have time for this and my new non-profit org does not have time for this and I get a response that they are confused, let's talk.

I responded to cancel this trial as of TODAY and I expect a cancellation notice so I will not be billed. I believe I'm only on day 4 or 5 of the trial so there should be no issues.

Fusemail is not a professional or enterprise class service, do not use them.

My small business has used Fusemail for 3 years. In that time we have had multiple outages and lost emails.

Then on May 29 2013 their service went down again and ALL our old emails were deleted and not restored. Three years of emails for all my employees are gone. FUSEMAIL DOES NOT HAVE BACKUP OR REDUNDANCY. During this time they did not answer the support line once.

I submitted three online support requests and received a trite email from them saying "we are experiencing minor issues". Well, when all our emails accounts are deleted I would say that is not minor.

Their customers are minor to them. My company is switching to a professional hosting service.

We were in need of an outside email service due to issues with our website's hosting provider. So I did some searching, and didn't find many that offered a basic email service at a low price (we are a small company), so I opted to go with Fusemail. Their "14 Free Trial" helped too as it would give me time to judge their service.

When I signed up on the website, I was informed that for the ten email boxes we got, we would be charged, "after the free trial", $60 every quarter.

Today, only a week into the two week free trial, I get a message that the $180.00 they tried to charge my credit card did not go through.

First off, it should have only been $60, and secondly, it should not have happened for another week.

I contacted their billing department regarding the attempted overcharge, but have yet to hear a response.

I was happy with their service up until today, but am now going to look for a new provider.

Good thing the charge didn't go through, I guess! Oh and if you are with Fusemail, I would check every one of their invoices for overcharges. They probably just expect the companies to pay it and not think twice about it, which a lot of companies probably do.

took down my small business web site with no warning, no money owed and no explanation other than I was not spending enough money with them, in other words, you need to buy more than one service or they do not want your business, then add to that they do not work weekends or past 5 pm. They are awful and I hope they go out of business sooner than later, NEVER DO BUSINESS WITH THEM if you are smart...the techinal support team will only call you back if you are a current customer which is immpossible since they hate their customers

I was without business email for nearly 24 hours from April 1 - April 2nd, 2012. I know I am not the only FuseMail user that was affected during that time and I know I am not the only one that is very annoyed with the way FuseMail handled the situation. They supposedly have a geo-redundant email hosting solution (announced in 2009) in place to prevent an outage like this from happening, but apparently that did nothing to prevent the problem or speed up the solution. I couldn't send or receive emails, which effectively froze my business for the day. Seeing as how I work in SEO, not being able to email clients (especially on the first of the month) is a major problem. FuseMail was not forthcoming with how long it would take for the issue to be resolved and their Fusestatus.com site hardly acknowledged the gravity of the situation. As a small business owner, I don't have the in-house tech support to host my own email server. That is why I turned to FuseMail--their entire business is based on keeping people online! How could they fail for 24 hours?!

I have been a FuseMail customer for nearly 5 years, and this is the not the first time I have had service issues with FuseMail (read more about those here http://www.searchengineoptimizationjournal.com/2012/04/03/fusemail-service-issues/) but I find myself stuck between a rock and a hard place. I don't want to deal with FuseMail's terrible service issues anymore, but moving 15 GB worth of email history doesn't exactly look like a good time. Let's just say I am not (and haven't been for a while) a happy FuseMail customer.

This is the worst internet company I have ever dealt with. Go elsewhere.

Not worth the frustration. After poor service, no technical support, over 24 hours of straight downtime, and they lost all of my old email (the reason I was using them in the first place was archiving), They still wanted to make me give them 30 days notice. This is the worst internet company I have ever dealt with. Go elsewhere.

Not worth the frustration. After poor service, no technical support, over 24 hours of straight downtime, and they lost all of my old email (the reason I was using them in the first place was archiving), They still wanted to make me give them 30 days notice.

Before your sign up for a new Fusemail email hosting account, please read this message.

I have been a Fusemail email hosting business client for over 3 years and today I have determined that I am DONE with them! I have had at least 20 (that I can remember) issues with their service...it is just not reliable and very overpriced. Since it will be a major undertaking to move my email to another hosting company, I have decided to stay with Fusemail in the past but this changes today!

Here is what happened, I spent a total of 2 hours on hold waiting to speak to someone. When I finally spoke to someone at Fusemail they said it was a DNS issue on their end which was resolved and that my Fusemail email should be up within an hour. 2 hours later I called Fusemail again, waited on hold for 30 minutes and to speak to the same tech support rep. He said that he is the only person there at Fusemail and how their technical support staff was decreased in size after Fusemail got accuired by a much company...

Then my email started to work (so I thought) a few hours later I tried sending test emails again and my email is not working. When I called Fusemail again, a greeting came on stating that I have to leave a message and a Fusemail rep would get back to me. So now my company is totally crippled since my Fusemail email does not work. What is worst is that I have no idea what to do or how to resolve the technical issue.

I am so frustrated that I had to share my "final straw" incident with Fusemail. I hope Fusemail gets a clue and learns how to treat customers and provide good email hosting. That said, anyone reading this, please DO NOT use the Fusemail email hosting for your business email...you are better off using Gmail or Yahoo email at least they will work!