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jswaby
@gatech.edu
| too little too late
A note from Mr. Ford
To All SpeedFactory Customers
On behalf of everyone at our Company, I'd like to apologize for any inconvenience that SpeedFactory's recent service outage may have caused you. Our service is now operational and your information remains secure. We accept full responsibility for what occurred and we are taking aggressive steps to ensure that it does not happen again.
* We greatly value your business, and we deeply regret the inconvenience that this service disruption may have caused you.
* We are investing in advanced redundant backup systems as well as conducting tests under high-stress scenarios to ensure that service outages do not reoccur in the future.
* In addition, we have already begun implementing new operational protocols to materially improve our inbound communications systems with a goal of ensuring proper and efficient call flow management on a 24/7 basis.
* In an attempt to compensate you for the inconvenience, all customers affected by yesterday's service disruption will receive one month of free service from SpeedFactory.
* We are also offering free installation and one month of free service to all customers who sign up for new services or upgrades at any time during the remainder of this month (April, 2008). This offer also applies to new customers.
Again, please accept our sincerest apology. We greatly appreciate your patience and support during this very trying time.
Sincerely,
Robert Ford
President, SpeedFactory, Inc.
PLEASE CONTACT US AT: »speedfactory.net/contact.php
Or via e-mail: support@speedfactory.net
This came to me at 11:05PM yesterday. While 100% uptime would be great, I don't expected. What I do expect is to be able to reach tech support to get an idea of what is going on. Nothing on their web page, no phones being answered, and no email until after the fact. Not the sort of customer service that SF has provided in the past.
Perhaps I have not read all of the threads in this group fully, but I have yet to see an explanation of what happened directly from SF. At this point I don't expect that we will ever see the truth.
My confidence in SF is lacking and I am jumping ship. Hopefully, tomorrow I will be an Atlantic Nexus user. If I had been more on the ball, I would have made the switch over the weekend.
I suspect there are a lot of people like me that would not have switched if we had been given more information. Just a posting on their web site that gave us the impression that the company was still in business and that they were working to solve the problem. Hell, they would have done a lot by informing the folks at Jersey.net so they could update us. Now, everyone that was wondering what happened, like me, probably thinks the company does not have the money to operate for much longer. I think the next time the lights go out, they will not be coming back on. | |
TFW
@atlanta-airport.com
| I agree with you and I have already signed up for Abraxis....I talked to the sales rep and they seem to be on equal status as far as the comaparitive offer, plus even with a static IP, which is $5 extra, I still save about $5/month, so its a win win for me and a BIG loss to Speedfactory, I was a customer for about 5years.....after the mass exodus I assume they will probably go under. And plus, to offer only a month service for free is a slap in the face of loyal customers, who didnt know what to do and even tried to wait, especially when no information was given. I'm glad I wasnt a business owner that depended on server operations from Speedfactory. If I was to perform in my job the way Speedfactory did, I would be fired, yesterday!So, thanks for your appology and thanks for not explaining what happen, but Speedfactory has made many people "gun shy" and have shown what they are capable of in the future. Hello, Abraxis!! | |
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