Earlier this year I looked at installing a third party spam-filter for my blog. One of the filters I looked at was Automattic's Kismet or Akismet program but decided against it because a search showed that users complain about the high percentage of false positives it creates.
A few months then go by during which I completely forgot about Automattic Kismet (or Akismet). Then a few weeks ago I notice that some of my comments to other people's blogs are not being posted. Being inquisitive by nature, I emailed the bloggers in question as to the reasons for this. They apologized and explained that Akismet / Kismet had flagged me as a spammer (a false positive if there ever was one!).
Now here's where it gets interesting. I look up the Akismet site and contact them through an online form to request an explanation. A few days go by and I hear nothing back. Since there is no telephone number for them, I then attempt to contact them with a v-mail left with the secretary at their venture capital backer True Ventures. More days go by and again I hear nothing. Early last week I discovered that the president of Automattic has a v-mail box at the True Ventures. So I leave a message asking him or someone else involved with Akismet/ Kismet to contact me.
It's now a week later and I still haven't heard a peep out of them. I don't know why this is. (Maybe they are feeling shell-shocked from all the complaints? Not just mine.)
I run a number of sites selling an array of products. If just one customer in 500 is not happy, it's a cause for concern and a situation we rectify immediately. If a customer were to leave a message about a problem, their call would be returned promptly and in many cases by the CEO (yours truly).
On the other hand, Automattic doesn't appear to give a hoot about the bugs in its filter. My advice to bloggers is to not use Akismet / Kismet if they don't want to risk having their regulars flagged as spammers.