You Didn’t Return My Email Message – Unfortunate Misunderstandings

Email Spam “I love your site
but when you do not
return my emails, it really
leaves this bitter taste.”
~A Valued Member

Anyone who does business online will be able to relate to the story and message in today’s post. It happens all too often… when a valued customer, or loyal member, does not receive an email notification about something important… which can then lead to misunderstandings and/or false accusations.

Unfortunately, when we don’t receive an expected email communication, most people automatically assume that the message was never sent. But that is usually not the case.

It happens to me all the time in my Polymer Clay Tutor business. And I know it happens to others as well. In fact, here’s a link to a recent, real life example of the situation that happened with Terry Morris at the Ultradome UV Resin company.

Thankfully, my blog was able to serve as a back up communication tool… and the story ended well.

So how can we all work together to address this issue? Well just yesterday, I ended up posting some helpful information in another comment thread. Here it is again for everyone’s benefit…

I responded to your email about this back in May… but never did hear back from you. So I suspect that my emails may not be getting through to you.

This is a good time to remind everyone to MAKE SURE to add my email address to your “approved senders” or “friends” list in your email program… so that my messages actually do get through to your in box.

My emails come from several different web servers. Just because you may be receiving my Friday newsletter emails… this does not necessarily guarantee that you will be able to receive the individual emails that come from my desktop computer (or vice versa).

Everyone should know that I do respond to all personal emails that make it through to my in box. So if you have sent me a message in the past and did not hear back from me, I can assure you that it was not because I was ignoring you. That would be a horrible thing to do :-0

Email is a wonderful communication tool, but unfortunately, many of the spam filtering technologies are too aggressive, and they can prevent you and I from getting the emails that we actually want to receive.


And right after my comment, Sue-F added some additional information that you should read as well.

Just another quick note about emails and spam filtering… it’s not unusual for ISPs (Internet Service Providers) to perform spam filtering too, so it’s possible for emails to still be spam-filtered out even if the sender’s address is in your own email program’s “approved senders” list. In that case, they would have been filtered out before they even got to your email program. If you still have problems with emails going missing, check what your ISP does; if they perform anti-spam filtering at their servers they should offer a way to disable it.

I had to do this… When my ISP introduced anti-spam and anti-virus filtering as an automatically-enabled “free bonus” (hah!), about 20% of the legitimate emails to me never arrived. It was noticeable immediately (I get a lot of emails), and as a geek I knew what had happened, but unfortunately they didn’t activate the function to disable these “free bonuses” for a week or so during which I knew I was missing important emails. I left their anti-virus enabled but disabled their anti-spam, so that I can control spam filtering at my end (I use a separate program for that; the spam filtering functions in email programs aren’t configurable enough for me).


Sorry that this post was not exactly polymer clay related, but if it helps to prevent just one person from getting a bitter taste about this site, or anyone else’s for that matter, then it was worth it.

** Did You Know… Members with current subscriptions to the weekly tutorial videos are always entitled to a 10% discount when purchasing 6 or more back issue packages in a single transaction. If you are interested, let me know which back issues you would like and I will send further instructions on how to complete your order.

Cindy Lietz SignaturePolymer Clay Tutor

  1. Tanya L, 15 July, 2010

    Cindy, anyone who has dealt with you a few times knows you’d never intentionally blow off an email from someone. In fact, I’ve been extremely impressed at how quickly you get back to me when I send an email to you. I was just thinking about that yesterday when I emailed you. I wondered if you have reminders set up on your computer to check your email at certain times because you’ve been so quick to respond! And I want to thank you for that too, in addition to everything else you and your family do for us all! ~ Tanya

  2. Jocelyn, 15 July, 2010

    Good point, Cindy. Missed communications can mean loss of business, so checking that spam file is critical.

    Never had a problem with response from this site, you and Doug are so on the ball it’s scary.

  3. Anna Sabina, 15 July, 2010

    I will also jump n here to say I always here back from you. Sometimes I am surprised how soon the relay arrives, especially on the weekend when it is supposed to be your “days off.” I cannot image how you manage responding to e-mails and keeping up with comments on the blogs.
    This blog is great because so many clayers answer questions I have, Cindy has developed quite a community. .

  4. Koolbraider, 15 July, 2010

    “It’s SkyNet that’s the virus!!” (From the Terminator series, the last.) “it became self-aware…” LOL!!!

  5. Elizabeth S., 15 July, 2010

    I join those who are in awe of how quickly you respond to emails etc. You must have an extra head somewhere whose brain is assigned to just this task,(lol). Otherwise, I don’t know how you do it.

  6. Samone, 15 July, 2010

    Hi Cindi: Ditto for me in joining “those who are in awe of how quickly you respond to emails etc.” You are the best !! Love love your website.

  7. carolyn, 15 July, 2010

    Cindy, It must be so hard for you to keep up with all the different aspects of your role as our tutor. It seems you are always reaching out to us to share even more. We have access to this blog, your Twitter and Facebook, as well as your weekly tutorials. How you can handle email on top of all that is beyond my comprehension. I know you read each comment and look at each photo, commenting yourself on many. Now that we can post our own photos directly on your Facebook, that should cut down some on the emails you receive.

    All of us out here in learning-land should try to get our answers first through one of these outlets rather than emailing Cindy directly. There’s hardly a topic that hasn’t been touched on here at this blog. Rather than running right away to our tutor, we should search the blog for the answers.

    As more and more of us post our photos on Facebook, that will be a very valuable resource also. Since the photos link to the various tutorials used to create the different items, it will be easy to find the tutorials we want to watch for creating a new project.

    And let’s all remember that the Friday comments can deal with any topic, so if we have questions, that’s a good place to ask. There are many of us out here who are willing to answer what we can, or point you in the right direction for finding answers.

    I think we all want Cindy (and Doug) to concentrate the most on creating the tutorials. Let’s do what we can so that she is not overwhelmed by emails. I don’t mean that we should never email Cindy directly, but that we should consider other avenues first.

    No, Cindy did not have anything to do with my writing this, and if I am out of line I apologize. Like anyone else she likes to hear from us, but I know how emails can overwhelm and I sure don’t want that to happen with Cindy.

  8. Cindy Lietz, 15 July, 2010

    Thank you so much everyone for all the support, understanding and encouragement. And about Carolyn’s Comment just above… I couldn’t have said it better myself.

    I want you guys to know that this site is as much yours as it is mine. As Jocelyn has said to me in the past, my role is to set the tone here. But it’s all of you that are instrumental in making the community what it is.

    Some of the original members may remember the very early days when I was the only one commenting on my own posts. I’m sure there were other people reading, but for a time if felt like I was a community of 1… or rather 2 since Doug has really been the backbone for this business from the start.

    However, things are MUCH different today here in Polymer Clay Tutorville! It’s rare to see that right scrolling comment side bar end with less than 50 entries for each date… and it’s summertime no less (at least it is for us up here in the northern hemisphere)! Just think what will happen come Fall. I feel very honored to have the opportunity to get to know all of you.

  9. carolyn, 15 July, 2010

    Here’s an FYI: FLASH! is having a 50% sale on Premo! until 7/21. 2oz. for 85¢. I’ll post this in a couple places so everyone gets a chance to see it.

  10. Katie, 15 July, 2010

    @carolyn: My hero! Thanks for the heads up. Just ordered 40 blocks of clay from them. (Now I’m really glad I held off ordering until now.)

  11. Melinda Herron, 15 July, 2010

    @carolyn: Thank you… it was well worth it! Counting the shipping it still only cost me $1.15 a block. So much better than the only store in town that sells Premo offers!

  12. Tanya L, 16 July, 2010

    @carolyn: Thanks for the info Carolyn! I have my cart loaded already.. just want to check out AC Moore’s sidewalk sale today before I order but they usually don’t have too much of a selection of Premo colors. This site has tons of colors! And I need ’em.. Printed out all of the color recipe cards and they’re just waiting for their samples. I have Sculpey III on hand, not much Premo. I’ve been waiting for something like this!

    @Jocelyn: Jocelyn, this site’s kept me busy for a couple weeks now and I’ve been spending hours most days trying to learn all I can! I finally had to cut myself off so I could actually try what I’ve been learning. LOL! There’s such a vast amount of info here for those of us new to poly clay that comes from so many experienced people who are willing to share their knowledge. And ready to reach out in a personal way to show support for each other, whether it’s for claying or for personal reasons. I thank God I found this site and all of you. What an awesome community Cindy and Doug have created!

  13. Jocelyn, 17 July, 2010

    @Tanya L: You go, girl. LOL! Great to see so many new faces here enjoying themselves, and some old friends returning. Anyone heard from Jamie in Michigan lately? Hope she is well.

  14. Catalina, 18 July, 2010

    @carolyn: I tried to buy some Frost Premo and the polymerclaysuperstore was out! It is the one color Michaels doesn’t carry. I could buy the large block but I haven’t used the color before and wonder what it was like. have you used it? Is it like translucent with a shimmer?

  15. carolyn, 18 July, 2010

    @Catalina: The only way I can describe it is that it is like translucent with bleach. I don’t think it really has bleach, but the colors seem brighter when mixed with the frost.

  16. Catalina, 18 July, 2010

    @carolyn: Thanks, Carolyn! I’m not sure if I should buy a large block at this time. Do you use it a lot? I wish I needed a lot of clay to take advantage of the sale. But, I haven’t been playing much the last couple of months. My gallbladder has been good to me the last two weeks. But, the cyst has been acting up. At least, they take turns! :)

  17. carolyn, 18 July, 2010

    @Catalina: I’m really upset with Polymer Clay Superstore. The Premo is now shown at $1.14 rather than 85¢. I wrote and told them what I thought about it and how I had sent quite a few clayers to them and now I find they raised the price. I never heard anything back from them. I was going to order more, but not now.

  18. Catalina, 19 July, 2010

    @carolyn: When I went there is was $1.14 a bar. It was $.85? Wow! I wish I could have gotten in on that. Oh, well.

  19. carolyn, 19 July, 2010

    @Catalina: This is the email I got back from PolymerClaySuperstore: Dear Carolyn, I apologize for the frustration and any bad light shed on you. Unfortunately our promotions department made a mistake when they set the clay price at $0.85. It was supposed to be $1.14 from the beginning. It is not an ideal situation for us to suddenly have to change our prices, but I hope you can understand that it was an honest mistake. Kara

  20. Catalina, 19 July, 2010

    @carolyn:Well, at least you got capitalize on the great price! I never heard of clay going for such a low price before. I guess I knew it was too good to be true. It was nice to hear from them – finally!

  21. Jocelyn, 15 July, 2010

    Carolyn, you expressed that well. The search facility here is really really good. If you just take a sec and pop in a query, welp, trust me, the links can keep you busy for hours learning new things. If there’s a problem, it’s that Cindy is beloved, a rare treat in the art world, and when she speaks we all glow. LOL!

  22. Hobokenmary, 15 July, 2010

    Sorry I checked in so late but I would like to join the majority of you who are in awe of Cindy’s quick response to emails. Whenever I’ve written to you Cindy, I feel as if you are my private tutor. You always respond quickly and your emails are very informative, detailed and they always, always answer my questions!!! Cindy, you’re doing a great job…that’s why we all love you so much!!!

  23. Catalina, 15 July, 2010

    Just want to say this site runs very, and I mean, VERY well! In a world of “instant” everything we have to realize that patience is a blessing. Keep your chin up Cindy! You give more than our money’s worth!

  24. Melinda Herron, 15 July, 2010

    Miss Cindy,
    I can’t imagine keeping on top of all the communication involved with this site. You are not only the polymer clay guru but you’re amazing in your caring nature and that comes out in everything you write to us, including personal emails! You are FABULOUS!!! Oh and that goes for Doug too!

  25. Cheryl Hodges, 16 July, 2010

    I agree with everyone here- this site is awesome and how you manage to prepare the teaching video , manage the blog etc. etc. amazes me. I have never had a problem with an email; always had a prompt reply back. Cindy and Doug have got together not only this site with the tutorials but a fantastic clay community who are so caring and supportive of each other and always ready to help. I know I have had so many help me out with various problems from finding out information , places where I can buy stuff to even helping me step by step through uploading my pictures too.

  26. Honey Sperring, 17 July, 2010

    ME TOO…………Honey, West Palm Beach Fl.

  27. Jamie, 18 July, 2010

    Hello everyone! I know I dont write much here like I used to, its just that life has a way of taking over when you least expect it. Husbands getting ill, children moving and one going to Iraq, grandchildren being born, etc. But when I saw this article come up in my weekly quick scan I just had to write in and add my $.02. I have had the opportunity to write to Cindy several times in the past. And once just recently. She has always answered me very quickly, sometimes within the hour! I dont know how she manages to do all that she must have to do in a day, not to mention raising a family! Maybe we should ask for a tutorial on THAT someday! LOL! I have been here almost from the start and I cant complain about one thing. I havent regretted becoming a member for a single moment. And it just keeps getting better. So big kudo’s to Cindy and Doug for all that they do. I cant imagine life without them or this blog anymore. It is my one moment of sanity each week to sneak away and watch my video and read the blogs. I hope it never ends.
    Jamie on Lake Erie

  28. Tanya L, 19 July, 2010

    @Jamie: Jamie – Congrats on the new grandbaby(ies)! Being a grandparent is awesome, isn’t it? My one and only will be coming tonight and staying for a week. He’s a little carrot-top and has an attitude to match but he’ll settle in to Nonny’s and Pa’s way of doing things within 24 hours and it’ll be great. Unless Pa corrects him about someting. Then his heart is broken and he wants to walk home! LOL! Me? I can talk til I’m blue in the face and it doesn’t phase him.. :) Sounds like you’ve been having more of a rough time than good moments and I’m sorry to hear that. Having to worry about your husband’s health and your children moving out and one going to Iraq is rough. My son plans on going in 2012. He’s in the National Guard and wants to go sooner if he can, so I’m worrying already. He also moved into his own place in April when he got home from his NG training. His fiance came home from hers (she’s in the Guard too) 2 weeks later, moved in with him, and then broke up with him after living there for 2 weeks. They were engaged, so he was devastated. He wouldn’t get back to me when I tried to contact him for weeks afterwards so I continually worried. And my husband’s been having major heart issues. He seems to be doing better now but basically was on the verge of having a heart attack for months. Hang in there, Jamie, and know people care about you and what you’re going through. I’ll add you to my prayer list and please keep us posted on how you are doing and things are going. ~ Tanya

  29. carolyn, 19 July, 2010

    @Tanya L: … and my prayer list just keeps growing and growing. God seems to be bringing a lot of us together so that we can truly share one another’s burdens.

  30. Linda K., 20 July, 2010

    @carolyn: So very true, Carolyn.

  31. Catalina, 19 July, 2010

    @Tanya L: You have been busy! I can’t imagine having a son in the service now. I just had a cousin come home from two tours in Iraq. I wish you all the best and a safe return for your son. I’ll add you and your family to my prayer list.

    @Jamie, nice to see you back. Congrats on the new grandbaby! I can’t wait to be a grandma. My niece just had a baby girl last Thursday. She will have to do until I can be a grandma! :)

  32. Pearl the Beading Gem, 18 July, 2010

    I once emailed a gemstone wholesaler and wondered why he never returned my email regarding an order. Turns out I never sent the email at all. It was still a draft. I must have had a “grey” moment. Anyway, he and I had a good laugh over it.

  33. samone, 19 July, 2010

    Hello Fellow Clay Buddies: I ditto the recent comment of one of the members who said Cindi should do a tutorial on how she manages family and career so well. I would be very interested in that (tee hee) !! Cindi is like a friend who I enjoy listening to every day and I have learned so much from her. Three cheers for Cindi and her supportive family.


  34. Jocelyn, 19 July, 2010

    Jamie, so glad you posted, we’ve been missing you!

  35. Jamie, 19 July, 2010

    Tanya L. Thank you so much for your kind words and thoughts. And thank you to Carolyn too, for adding me to your prayers. My husbands problems are heart related as well, and he had a mild stroke just before this past thanksgiving. But he is doing very well and hasnt let it slow him down. My son is back in country as of 7/18 and right now in Texas! He says he will have leave soon and hopes to be home to see us then. He and his new wife (married while he was on leave last June) have also had thier ups and downs. But hopefully his new son Zachary(born this past Oct) and his being back home now, will ease those issues. Speaking of the grandbabies? We just delivered # 8 this morning at 4:35 am!! Her name is Lillyana Elizabeth and she weighed 7 lbs 11 oz. She and mommy are both doing well and may be home (living with us at the moment)tomorrow. Her arrival was attended by Gramma (me) and Daddy Brad, along with Rachels good friend/midwife Stefanie Young. Im so happy for my daughter and her hubby!! And I cant wait til her son Ben (age 2) meets his new little sister! So the blessings are mixed with the burdens. But isnt that life? And I believe we are given challenges to teach us things we need to learn. So I guess I am a pupil to more than one teacher. Although I admit clay and Cindy are my favorite class, hahaha! I just wish (as Im sure Cindy does) that there were more hours in a day. Then I would have more time to keep up with all of you here. Someday….. :)

    Jocelyn. I missed you too! And everyone I have gotten to know here. I have been reading the blog as much as I get time to. But just havent had the time to reply very often. Im hoping now that the last (?) grandbaby has arrived, I might have more time to do that. But even if I cant, I just want to let you know you are all very important to me. Just knowing you are all here when I do get a moment to come and read your sharing and caring words is one of the few things that keeps me sane some days! So please know Im here, even if I dont write for a bit, I still read you. And I still appreciate Cindy and all of you very much. :)

    XOXO Jamie in Erie

  36. Tanya L, 19 July, 2010

    @carolyn: Carolyn, I feel truly blessed to have found Cindy and all of you. I get up in the morning and can’t wait to check to see what you’ve all posted. Still can’t get enough time to catch up on learning, keep up with all the posts and try to work on my claying skills, but I love trying to juggle this!

    I went to AC Moore this weekend and Premo was $3.17 for a 2 oz. block so $1.14 is still a great deal! Not quite as good as $0.85, but still a big difference. :)

    @Jamie: Wow, Jamie, 8 grandkids? You’re so blessed! I only have the one from my almost 29 yr old daughter. I can’t wait for more! Well, yes I can.. :) Isn’t it amazing to watch them coming into this world? Congrats to your entire family! I’m so glad every one is doing well and that your son is back from Iraq. Glad to hear your husband’s health has been better, too. And you’re right, the blessings are mixed with the burdens, but I too believe we’re given challenges in order to learn. And clay and Cindy are my favorite class too! LOL! Enjoy your new babies and visiting with your son. We’ll all be here when you can check in, and we’ll keep you and your family in our thoughts and prayers.

    @Catalina: Catalina, thank you so much for your thoughts and prayers. They are so appreciated! It scares me to death every time Dan talks about going. 2012 is soon enough for me, but when he talks about trying to go before.. I know it’s all in God’s hands but I have a hard time giving it all to Him. My husband’s finally talking about having his heart catheterization done soon so maybe I can get a little break after that. Hopefully he follows through with it. I’m glad to hear your cousin’s home and safe!

  37. Cindy Lietz, 23 July, 2010

    @Sharon-G: Since it is obvious that my response email messages from the last couple of days have not been getting through to you, I am posting the message you sent this morning, here in this blog thread, in hopes that you will see it.

    Your Email: I waited to sign up on a day that I had time to read and work on my clay. I am already disappointed that when I contacted you for some help because I did not receive the tutorial when I signed up and planned on getting started, I never heard from anyone. Please respond. ~Sharon-G

    My Response: First of all, for an explanation as to why this kind of communication misunderstanding can happen, please read the main article on this page, as well as the resulting comments. Secondly, so that I can help you as quickly as possible, it might be best if you could communicate with me using a completely different email address. The email service provider you are currently using is obviously preventing my messages from reaching your in-box :-( ~Cindy Lietz

  38. Cheyrl B, 14 January, 2011


    I finally figured out how to reset my own password so that I would remember… but thanks I am really impressed and gratified with how soon you answer e-mails.

    You and your team make me feel like I can really do this stuff!


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