Computerworld, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]

As soon as we found out about them, we've been trying to take action to resolve [redacted]'s issues. My company's database team has promised me that his email address has been expunged from all of our servers. I wrote him a message with my apologies and that information on December 13. But...

so far as I can ascertain, he did not reply. I'm attaching that message from me. Without help from the person who encountered the issue, it can be difficult to put your finger on the proper cause of an unsubscribe problem. You see, the user-interface for our unsubscribe process is the reverse of what some others are. Instead of checking the box that you want to unsubscribe, you uncheck the box. Doing it that way allows us to show the reader what they’re subscribed to and what they're not subscribed to. That can be very useful information when you're trying to unsubscribe because you may have forgotten the names of the things you no longer want to receive. The downside is that if people don't read the instructions, they can easily can fall into a pattern of thinking that the thing they want to unsubscribe from is checked, so all they need to do is click the unsubscribe button. We have found that, that does confuse some people. The same people are sure they are right and don't stop to read the directions because they are usually expert users. I don't know that this was Mr. [redacted]'s problem but it's one possibility. I was hoping to talk to him about that possibility. Another possibility is that there is a bug in the system. While discussing this with the database team I showed them a bug that caused a similar problem with the sister publications unsubscribe feature. It's an unrelated problem, unfortunately. But that's being fixed this week. We can only fix what we can identify. I was hoping to talk to Mr. [redacted] to nail down which of these two most likely causes (a misperception or a bug) and work from there to improve our user experience.