Angry face

A letter to Eclipse:

Just to let you know that this has kinda been sorted, I’m re-uploading all my files with my last backup as I type, as everything on the server has mysteriously vanished. Not a happy bunny here.

Would like to know a couple of things. Firstly, why this call was closed without anyone looking in to the fault. I know there were routing problems, and I understand that it could have been an issue, but some more research would be nice rather than simply replying to every problem with ‘Outage – Please see open outages’ and closing it outright.

Secondly, since I re-opened the call, over 24 hours ago (and still counting) giving full information on the problem, there has been no response from support as to what has happened. What went wrong?

I’m sorry if I sound like a typical arrogant customer, but after the MSF and this, I’m a little touchy, especially as I’ve lost a few sites that have been sat on the server for nearly 5 years quite happily.

I’m generally very happy with the service you guys have been supplying, but of late, there seems to be something lacking in the CS side of things.

I would like a reply to this note, and preferably from a manager there.

Once again, sorry to come over a little strong, but this isn’t the kind of service I’ve come to expect from you guys.

Alex.

Their reply:

At the time your ticket was logged 31/05/05 there was a major outage quoted on our website regarding routing. From your comment ‘ website and ftp down ‘ this was taken that you had browsing / FTP issues which would normally tie in with the outage hence the general response and closure as you were made aware of the outage and could track its process on our status site. If you had advised in more detail on the issue then this would have been picked up as an issue outside of the major outage. It’s very difficult to fully investigate issues at time of a major outage due to the massive influx of online tickets / calls etc so we depend on detailed information when the calls are logged.

After the routing issue was resolved a secondary problems was found with one of our legacy web servers which was not posted as a major outage on the status site as it was not affecting a large percentage of our customer base. The network team have resolved this now though some customers will need to re-upload their files as you have most likely found.

Well, thanks a lot. A fat lot of good that is. Normally when you’re lacking information, most people would make an effort to find it out. The guy handling my call, however, is more interested in getting closure points than actually doing anything.

<edit>

Admittedly, I could have given a little more info, but having stated that I already knew about the current service outage, referred to it in the first place and specifying it was a problem with my ‘website and ftp’, narrowing it down to a server problem isn’t too much of a jump.

I think I was just pissed off it was closed straight away, without any further fact finding. I would have rung, but due to the MSF all the lines were busy.

If you’re reading this (you know who you are), I’m sorry for being a little, how can I put this, confrontational about the notes. I’m a nice guy really, ask Zim, just a little stressed that day.

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