While using the product, was contacted multiple times by "Act-On" partners which we did not opt into. Act-On did address and remove some partners when flagged, but I have never experienced this with other similar products. The emails were constant and all specific to Act-On.
The main issue with the product is that Act-On creates dynamic links in every email (that they host) which means as soon as you cancel (we used the product for all of 2018) emails sent in the period paid for do *not* work. The only solution we were provided with was renewing. Our account manager "Stuart N" (I have not included his surname) was patronizing, unhelpful and escalated a junior marketing executive in our team to their legal department when flagging the technical issue.
In order to demonstrate the issues we had, will use an example of another SaaS product we use, Adobe:
- We subscribe to Adobe Creative Suite (for around $100/month)
- I create and send a Holiday Card PDF on December 25 2018 with links
- I cancel my subscription with Adobe
- On January 2nd, you read the email and open the PDF
- The links would still be functional, as would the PDF, that I created using their premium product
- I subscribe to Act-On at a 5 figure cost for the year
- I create and send a Holiday Card email on December 25 2018 with links
- I cancel my subscription with Act-On
- On January 2nd, you read the email and click the link to read more
- The links are *no longer* functional
With both products, I cannot create/send/do anything new but that is fine as my subscription has now elapsed.
The legal department refused to resolve our issue and suggested we renew at a 5 figure cost for the year to fix our issue. They also encouraged me to share this honest review here, including only facts.
- We paid for the product in 2018 to send emails
- We cancelled for 2019
- Emails sent and paid for in 2018 no longer work
- During 2018, we received multiple, unsolicited communications from Act-On partners
- A junior Marketing Associate from my team reached out to correct this error to a “Senior Manager” at Act-On
- The Senior Manager, "Stuart N" offered a short term fix or a long term fix with a further 5 figure commitment
- The Senior Manager escalated a complaint from a junior Marketing Associate to the legal department
- Act-On legal department referred me to an example of Adobe, which as proven above does not do the what they claim (i.e. losing previous functionality).
As a company, we invest 6 figures a year into various software subscriptions. This is the worst experience I have had - there is effectively no way to cancel if you want emails sent previously to work. The sales team are pushy - it is borderline predatory for a Senior Manager to provide a junior member of a client's team a single solution: renewal. When the junior member of the team did not accept this answer - she was escalated to the legal department at Act-On.
I do not believe that the team who created this product intended to create a situation where a client cannot cancel and retain functionality from previously sent emails during the subscription period. This seems to be a move of putting revenue before the customer, a common side effect of raising funding.