Super frustrated with email deliverability team

[Jacflash]

I chose Hubspot because it had a good reputation for email marketing. I had to switch from an old CRM to a new one. 
I exported my contacts (over 700) from the old CRM and imported to HS. I didn't realize that they included people that either opted out or not longer used their email. 
The first email I sent out had some hard bounces and some opt outs. I followed the HS instructions to remove them which is not intuitive at all. You have to create a segement then go to that segement and remove each contact. You can't "delete segement" to get rid of them all at the same time. 
I sent the next email and, inadvertently, sent to the original list. I had, mistakenly, assumed that when i removed contacts they would be removed from the system...wouldn't that make sense? When you delete, they're deleted? 
Since I used the same list, I got put in email jail. 2 weeks ago! 
I have been trying to sort this since but the first rep didn't notice I had used the original list and didn't give me any recourse. The 2nd rep was better and we worked out what had happened. 
Despite doing eveyrthing they told me to do I am still not able to send emails because there is no recourse for expediting the issue. The last note I got was saying I needed to remove all "info" "sales" and "admin" addresses which I had done previously and noted. There were 3 left becaues they are legitimate, IRL, friends 
I'm still in email jail 2 WEEKS LATER!!!! 
This is so frustrating. The CSR's are lovely but they have no power to expedite issues. I can't even imagine why it is taking so long. 
This is my business that they're delaying despite my following all of the protocols. 
Anyone else frustrated with this? 

[STierney]

Hey @Jacflash - thanks for posting in the Community, and sincerest apologies for the frustration you've experienced. 

Because it seems you've already opened a case with Support, I need to recommend maintaining a streamlined level of support by checking in with them directly on the status of this. Have you heard back from the Support team at all regarding this matter? I'm curious as to what type of conversation has already taken place up to now. 

Please feel free to send me a private message with any other details!

Shane, Senior Community Moderator

[Jacflash]

Hi Shane,
Oh yes, I've heard back from the AI that has sent a series of instructions
that are impossible for someone with no tech training. i.e. adding CNAME
records. But even when i painstakingly tried to do the instructions my
domain rejected HubSpot's CNAME record. So was stopped at step one of six.
I was never able to get it into anyone's head that the original mistake
that was made would have made all of this moot. No one cares at email
deliverability that there could, possibly, be a unique situation that does
not require all of this extra, very time-consuming work.
i've spent hours and hours trying to get out of email jail, doing
everything they ask and as soon as i do something they ask for something
more. and take 24-48 hours to respond...after each step.
It's been 2 weeks of trying to resolve an issue that would take 10 min on
the phone but, alas, no one to call.
Really disappointed with HS so far.
I'm thinking about trying to get a collegue to help me through the tech
stuff but really i just want to ditch it.

[Ben_M · Accepted solution]

Seeing you have the starter version of Hubspot based on how your post is tagged, unfortunately there is not much you can do to automate the removal and unsubscriptions of bad emails to make them non-marketing contacts as this requires a Hub like Marketing to be Professional or Enterprise to enable the workflows tool which could automate this entire process for you with ease.

Otherwise you are correct that removal and maintenance of your contacts is very manual. You could consider connecting an external system for marketing emails as opposed to Hubspot that may offer automation at a price point that aligns with your business finances. Or you would have to manually process and create segments (lists) that identify those who hard bounce and then use that segment (list) to change their marketing contact status, and unsubscribe them from all future emails so that they don't continue to be emailed.