I have been using GMX for a work email address for about 5 months now to avoid using Citrix, have been signed up for about two years with varying personal usage, and have been a long time forum user. I just reached 900 posts on the forum, I am only aware of two other people that have more posts than me. That said this is not a cause for celebration.
I have estimated that my average per month posting is about 50 individual posts with over 98% of them being responses to other peoples posts. This is just me, there have been several very active people in the forum besides me in my tenure there.
Plain and simple this is a lot of posts in an email support forum, it is really telling to the quality of the service when 1) there are this many posts to respond to in the first place, and 2) Support doesn’t find a way to respond faster to issues and to be more active in the forum.
Speaking of the Moderator and Support, currently I have nearly 300 more posts than the Moderator…seriously. I have never been part of a forum where the MOD wasn’t the person with the most posts, never mind not even in the top 5 posters (it may be more like not even in the Top 10 posters, but I got tired of looking).
Nope the only thing you get from GMX is emails boasting about GMX with fake users like “John”. Here is part of that email; I find it VERY amusing :
All John B. wanted was a reliable e-mail service that had good SPAM monitoring and was accessible through various means. Having never heard of GMX prior to his search for a new ISP, John decided to give GMX a shot. After about a year, he shared some of his thoughts with us. Continue reading below to see what he had to say.
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GMX: Why did you choose GMX for an e-mail service?
John: The reason I opened a GMX Mail account was that I moved from my old ISP. My previous ISP attracted a lot of spam mails and they were not prepared to do anything about it. And all I really wanted was a mail account that I could use over the Web or integrated into Outlook, and GMX looked good.
GMX: How does the customer feedback from GMX Moderators compare to other free mail services?
John: After my experience with Hotmail’s tech support, I was skeptical to be honest. It was not a pleasant experience. GMX seems to do a decent job as far as customer service goes, so I can’t necessarily say I expect anything different should I need help with my e-mail.
GMX: What is your least favorite aspect about GMX?
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GMX: What advice would you give someone who just started a GMX account?
John: Setting up IMAP can be a bit hit and miss, so you are better off using POP 3. It seems more reliable.
GMX: In your opinion, how could GMX improve its service in the future?
John: Just keep it free, and listen to the user’s requests for additional services. That’s big. If GMX can do these two things, I think it will have a lot of satisfied users. |
My Responses:
1. Spam control on GMX are actually pretty good, unless GMX decides your account is a “security risk”. When this happens they lock down the account so even the owner cant gain access, and because all the support pages are integrated into the webmail you are left scratching your head unless you previously read about the problem in the forum. The best part is the solution: Send support a email! How can you do that if you dont have access to your email account?
2 & 3: For a free service GMX’s direct email responses are actually pretty good when compared to my experiences with Gmail, Aol, Yahoo, and others. I also agree that the multiple email thing is annoying, but there are some more serious problems I’d rather have seen them own up to. Like for instance the blocked account issue, out of date support pages, and the issues with links in emails not being usable.
4 & 5: GMX does have outages and because of limits placed on which browers can be used, no mobile support other than IMAP/pop3, For someone away from their main computer they may have problems using it;but I dont have too many issues getting in to read my mail. The thing about pop3 being more reliable than Imap is total B/S, its the other way around. GMX’s pop3 is a pain, further their smtp is not very reliable for non-webmail users.
6. They better keep it free, or they will lose all of their customers. I can’t picture too many people paying for GMX as is. I also disagree with the “more features” part, they need to get what they have right before adding more. Also releasing dumb features (colors, widgets, Facebook Connect) while ignoring hundreds of requests for useful ones like real mobile support, plain text, labels/tasks for the calendar, email attachment management within file storage, and so on is a real bone head move. I’d rather get no new features than GMX developers tossing useless distractions at me.