I used to be an e-mail marketing manager for a large publisher. I recall staying late waiting on copy, updating our distribution lists and working weekends. That's all part of the job, and my team and I always enjoyed such challenges. It was rewarding when we would look at the reports after the fact and see our success.
However, there were times when everything wasn't peachy keen with our e-mail services. In the world of online publishing, this happens. The industry is constantly evolving and sending strategies seem to change as much as I change my surfboards when a good swell comes in. Standard blueprints in our industry are long gone. I get it. What I don't get is the inability to build a strong customer support relationship, when this is more important now than ever.