I give up: Linkedin customer (Dis)Service

I give up. I am convinced that Linkedin is losing control of their product and no longer really understands what it does. A few weeks ago I answered my 25th question on Linkedin. It was not a momentous occasion for me. In fact, I wasn’t even aware of it until one of my connections sent me an email that was a forward of an email they got from Linkedin.com:

From: LinkedIn Updates <updates@linkedin.com>
To: <Insert name of my connection here>
Subject: Steven Duncan is answering questions on LinkedIn
Date: Fri, 4 May 2007 11:24:50 -0700 (PDT)

LinkedIn LinkedIn Updates


Andrew,Steven Duncan has already answered 25 questions on LinkedIn Answers, including:

“What makes a good Competitive Intelligence model?”

View all of Steven’s answers now.

–The LinkedIn Team


This message is part of an occasional mailing to help you get the most out of LinkedIn. If you prefer not to receive these messages, click here.LinkedIn Corporation, 2029 Stierlin Ct, Mountain View, CA 94043Now, I can type, and I think I know stuff. That’s why I answer questions, but that in no way makes me unique on Linkedin. I answer far fewer questions that many people on Linkedin, and that I answer a question doesn’t mean that there is any value at all to the answer. I like to think there is, but I’m not vain enough to want to announce to all of my connections via email that I answered 25 questions. Or 50 questions. Or 75 questions. I’m pretty sure my connections would prefer to be left alone anyway.

So I fired up the customer service request form on the Linkedin.com site – one cannot email them, one must use the form – and explain my problem:

I have the setting about notifying people about updates turned off, but
I just found out that emails about what my answers are are still going
out to people. Is there any way to turn this off?

Thanks!

Granted, not the clearest message. I receive the following reply:

Hi Steven,

Go to Account & Settings and then click on the Answers Notification and
you will be able to make that change there. If you need any further
assistance certainly let us know!
Have a great weekend!
Thanks,

Angela Burleigh
Customer Support Representative

If you go to the screen she mentions, it clearly deals with setting what emails I receive, not what emails are sent out to people – like the email my connections received.

Angela,

Both options on the page you mention control how _I_ receive emails on others questions, and answers to my questions. Neither controls what emails others receive about questions I answer. A member of my network got an email because of an answer I posted for a third person’s question – that’s the email I’d like to control.

&lt;!– D([“mb“,”u003cdiv>n nu003cspan>u003cbr> nu003cbr> u003c/span>nn u003cdiv>n u003cspan classu003d”gmail_quote”>On 5/4/07, u003cb classu003d”gmail_sendername“>LinkedIn n Customer Serviceu003c/b> &lt;u003ca hrefu003d”mailto:support@linkedin.com” targetu003d”_blank” onclicku003d”return top.js.OpenExtLink(window,event,this)”>support@linkedin.comu003c/a>&gt; n wrote:u003c/span>nn u003cblockquote classu003d”gmail_quote” styleu003d”margin-top:0pt;margin-bottom:0pt;margin-right:0pt;margin-left:0pt;border-left:1px solid rgb(204, 204, 204);padding-left:0pt”>n Hi Steven, nu003cbr> nu003cbr>Go to Account &amp; Settings and then click on the Answers Notification and nu003cbr>you will be able to make that change there. If you need any further nu003cbr>assistance certainly let us know! nu003cbr>Have a great weekend! nu003cbr>Thanks, nu003cbr> nu003cbr>Angela Burleigh nu003cbr>Customer Support Representative nu003cbr> nu003cbr>Original Message Follows: nu003cbr>———————— nu003cbr>I have the setting about notifying people about updates turned off, but nu003cbr>I just found out that emails about what my answers are are still going nu003cbr>out to people. Is there any way to turn this off? nu003cbr> nu003cbr>Thanks! nu003cbr> nu003cbr>Email Address: u003ca hrefu003d”mailto:steve@swduncan.com” targetu003d”_blank” onclicku003d”return top.js.OpenExtLink(window,event,this)”>steve@swduncan.com n nu003c/a>u003cbr>1702925-11783052886 nu003cbr>T nu003cbr> nu003cbr> nu003cbr>n u003c/blockquote>n u003c/div>n n”,1] ); //–>

This last message seemed to have them thinking for a while, so I sent a reminder:

It’s been 10 days since I sent this reply. Your original answer is irrelevant to my question because the notifications page under Accout & settings controls how I am notified, which is why it’s titled “Receiving Messages.”

Why are my connections getting emails announcing my answers to questions they didn’t ask?

And the reply:

Hi Steve,

In order for that connection to not receive your answers to the questions is they will have to change the setting to their own LinkedIn account. This is not an application that you can control from your end. If you need any further assistance or have any additional questions please let us know and thank you for contacting LinkedIn Customer Support!

Thanks,

Ben Guthrie

Manager, LinkedIn for Groups

&lt;!– D([“mb“,”u003cdiv>n Thanks,n u003c/div>n u003cdiv>n n u003c/div>n u003cdiv>n Ben Guthrien u003c/div>n u003cdiv>n Manager, LinkedIn for Groupsn u003c/div>n u003cp>n Original Message Follows: ————————n u003c/p>n It's been 10 days since I sent this reply. Your original n answer is irrelevant to my question because the notifications n page under Accout &amp; settings controls how I am notified, which n is why it's titled &quot;Receiving Messages.&quot; nu003cbr> nu003cbr>Why are my connections getting emails announcing my answers to questions n they didn't ask? nu003cbr> nu003cbr> nu003cbr> nu003cbr>———- Forwarded message ———- nu003cbr>u003cspan classu003d”gmail_quote”>From: u003cb classu003d”gmail_sendername“>Steve Duncan u003c/b>&lt;u003ca hrefu003d”mailto:steve@swduncan.com” targetu003d”_blank” onclicku003d”return top.js.OpenExtLink(window,event,this)”>steve@swduncan.comu003c/a>&gt; nu003cbr>Date: May 4, 2007 3:23 PM nu003cbr>Subject: Re: I have a customer service issue (KMM211174I88L0KM) nu003cbr>To: LinkedIn Customer Service &lt;u003ca hrefu003d”mailto:support@linkedin.com” targetu003d”_blank” onclicku003d”return top.js.OpenExtLink(window,event,this)”>support@linkedin.comu003c/a>&gt; nu003cbr> nu003cbr>u003c/span>Angela, nu003cbr> nu003cbr>Both options on the page you mention control how _I_ receive emails on n others questions, and answers to my questions. Neither n controls what emails others receive about questions I answer. n A member of my network got an email because of an answer I n posted for a third person's question – that's the email I'd n like to control.nn “,1] ); //–>So, in order for my connections to not receive useless emails announcing their connections have answered questions, they need to turn off settings in their account?? Even so, the email I was complaining about wasn’t about a specific question or answer, it was just an announcement about how many questions I’d answered total.

This STILL doesn’t answer the question. My connections didn’t get my answers. They got a spam email from Linkedin.com announcing I had answered 25 questions.

This is the email I would like to stop.

I think in all fairness this is the clearest message I’ve sent. In retrospect I could have been much clearer explaining the problem. Not that it did much good, because they still think I’m talking about a specific answer to a specific question:

Hi Steve,

I appreciate what you are saying however you cannot block this from being sent out. The only way you can do this is to answer your questions private and then the answer will not be viewable to anyone except the person who posted the question. Sir if you could please go to Accounts & Settings you will see what the account options are and your request is not a possibility. Each individual user must set up their account to to not participate in this process and if they choose not to then they must make that change. &lt;!– D([“mb“,”u003c/p>n u003cp>n n u003c/p>n u003c/div>n u003cdiv>n Thanks,n u003c/div>n u003cdiv>n n u003c/div>n u003cdiv>n Angela Burleighn u003c/div>n u003cdiv>n Customer Support Representativen u003c/div>n u003cp>n Original Message Follows: ————————n u003c/p>n This STILL doesn't answer the question. My connections didn't get my n answers. They got a spam email from u003ca hrefu003d”http://Linkedin.com” targetu003d”_blank” onclicku003d”return top.js.OpenExtLink(window,event,this)”>Linkedin.comu003c/a> n announcing I had answered 25 questions. nu003cbr> nu003cbr>This is the email I would like to stop. nu003cbr> nu003cbr>nn u003cdiv>n u003cspan classu003d”gmail_quote”>On 5/21/07, u003cb classu003d”gmail_sendername“>LinkedIn n Customer Serviceu003c/b> &lt;u003ca hrefu003d”mailto:support@linkedin.com” targetu003d”_blank” onclicku003d”return top.js.OpenExtLink(window,event,this)”>support@linkedin.comu003c/a>&gt; n wrote:u003c/span>nn u003cblockquote classu003d”gmail_quote” styleu003d”margin-top:0pt;margin-bottom:0pt;margin-right:0pt;margin-left:0pt;border-left:1px solid rgb(204, 204, 204);padding-left:0pt”>n u003cdiv>n u003cdiv>n u003cp>n Hi Steve,n u003c/p>n u003cp>n In order for that connection to not receive your answers n to the questions is they will have to change the setting n to their own LinkedIn account. This is not an application n that you can control from your end. If you need any n further assistance or have any additional questions please n let us know and thank you for contacting LinkedIn Customer n Support!n u003c/p>n u003cp>n n u003c/p>n u003c/div>n “,1] ); //–>

Thanks,

Angela Burleigh

Customer Support Representative

So, I decided an example was what was needed:

Angela,

The email I’m talking about is not an answer. I’ve pasted the text from one of them below:

LinkedIn Updates

Andrew, Steven Duncan has already answered 25 questions on LinkedIn Answers, including:

“What makes a good Competitive Intelligence model?”

&lt;!– D([“mb“,”View n all of Steven's answers now.u003c/a>n u003c/p>n u003cp>n –The LinkedIn Teamn u003c/p>n nu003chr noshadeu003d”noshade” sizeu003d”1″> nn u003cp>n This message is part of an occasional mailing to help you get the most n out of LinkedIn. If you prefer not to receive these messages, u003ca hrefu003d”https://www.linkedin.com/e/mmo/u1NFv_7eY8PBsaAEXSR8Fs7eS334KYapaM-bbchZR4T4OX/” titleu003d”blocked::https://www.linkedin.com/e/mmo/u1NFv_7eY8PBsaAEXSR8Fs7eS334KYapaM-bbchZR4T4OX/” targetu003d”_blank” onclicku003d”return top.js.OpenExtLink(window,event,this)”>click n hereu003c/a>.n u003c/p>n u003cp>n u003cfont coloru003d”#999999″ faceu003d”arial, helvetica, sans-serif” sizeu003d”1″>LinkedIn n Corporation, 2029 Stierlin Ct, Mountain View, CA 94043u003c/font>n u003c/p>n nu003cbr> nu003cbr> As you can see, this is not an answer to a question. It's just an n announcement. nu003cbr> nu003cbr> nu003cbr>nn u003cdiv>n u003cspan classu003d”gmail_quote”>On 5/21/07, u003cb classu003d”gmail_sendername“>LinkedIn n Customer Serviceu003c/b> &lt;u003ca hrefu003d”mailto:support@linkedin.com” targetu003d”_blank” onclicku003d”return top.js.OpenExtLink(window,event,this)”>support@linkedin.comu003c/a>&gt; n wrote:u003c/span>nn u003cblockquote classu003d”gmail_quote” styleu003d”margin-top:0pt;margin-bottom:0pt;margin-right:0pt;margin-left:0;border-left:1px solid rgb(204, 204, 204);padding-left:0″>n u003cdiv>n u003cdiv>n u003cp>n Hi Steve,n u003c/p>n u003cp>n I appreciate what you are saying however you cannot block this n from being sent out. The only way you can do this is to answer n your questions private and then the answer will not be viewable n to anyone except the person who posted the question. Sir if you n could please go to Accounts &amp; Settings you will see what the n account options are and your request is not a possibility. Each n individual user must set up their account to to not participate n in this process and if they choose not to then they must make n that change.n “,1] ); //–>View all of Steven’s answers now.

–The LinkedIn Team


This message is part of an occasional mailing to help you get the most out of LinkedIn. If you prefer not to receive these messages, click here. LinkedIn Corporation, 2029 Stierlin Ct, Mountain View, CA 94043As you can see, this is not an answer to a question. It’s just an announcement.

By the way, I do have the setting to email my connections profile updates is set to off. Even so, apparently now they think I’m complaining about a message I received:

Hi Steve,

Thank you for contacting LinkedIn, We do apologize for the confusion. If you wish to opt-out of receiving LinkedIn email updates you may do so via the Accounts/Settings tab, â??Receiving Messagesâ??. However you as a LinkedIn member can not “opt” out completely. When you have/set your account to opt out of advertising via your Accounts/Settings the system will no longer send “additional” advertising.
Thanks,
Angela Burleigh
Customer Support Representative

And yet again their solution addresses emails sent to me, not to my connections!

Here is my final attempt:

Linkedin, please do not send an email to my connections announcing how many questions I’ve answered, unless I ask you to. Perhaps you could add a checkbox to your site labeled “Announce to your connections via email when you’ve answered 25 more questions”. And allow me to check/uncheck it as needed.

If you are one of my connections, please forgive the email, it was not my doing. I’ll go ahead and apologize for the next one, which I expect sometime around my 50th question. That will probably be a few months from now depending on what questions people ask.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s