MemberClicks Passes the Buck
Submitted Jan. 25, 2015
When we started at MemberClicks 5.5 years we really liked them. Their customer service was good. When the user community voted on certain upgrades, they addressed them. We appreciated the ability to have members only web pages and we liked the flexibility and control we had over variables, search filters, and form creation. Wow! How things have changed over the past 5 years. First, let's just talk about speed and reliability. The site is slow. We are often twiddling our thumbs while it's thinking and then instead of the pay off of a page appearing, we get an error message. Speaking of slow, how would you feel is your members forgot their password and, after clicking the "forgot password" link it took an hour to get their password reset link emailed to them? Yikes! Customer Service? Boy has it gone downhill. Two months ago I asked MemberClicks to create an on the fly link so my members could login, go to a particular members only page, and then follow a link to a journal which, as a member benefit, they could read for free. This journal is hosted by ScienceDirect, a major journal interface service. If I had access to the header of my webpage, I could write this script in a few minutes. MC? They are still working on it. Worse, they keep blaming Science Direct for giving them bad information or for not communicating with them. They have not taken responsibility for getting this done and they have not communicated with me about the delay in implementation unless I ping them over email about it, which I do every week or so. They also said that due to the holidays things would be delayed by several weeks. What? Do they only have one person working there? They have not upgraded how their registration forms work from a user perspective in years. While they may have been state of the art at one point, users cannot even verify their purchases before clicking "buy". They launched a "social media" module that is so user UNfriendly that no one uses it. Users are not able to subscribe to certain types of email from us. For example, it would be nice it users could select if they wanted to receive emails about conference, but not webinars or member benefits but that's it, etc. Instead it's one size fits all. Users either opt to receive all mass messages from us or none. I could go on, but I think you get the picture. At one time this was a functional AMS, but over the course of 5.5 years instead of getting better, it's gotten worse. I fear for the viability of the company in the future.
