Orcon loses customers' emails
Fri, 29 Oct 2010 7:40p.m.
More than 200 people lost emails they hadn't downloaded after a failure with telecommunications provider Orcon last night.
Orcon chief executive Scott Bartlett told NZPA 266 of its customers lost their emails when the server with those customers along with its back-up failed.
"It was anything that hadn't downloaded to their PCs. Some people had only one or two emails, others may have had 50 or 60 plus," he said.
Mr Bartlett said he knew of about six customers who had stored a number of emails online and were quite severely impacted.
"We're working with those six customers to see how we can help them out. We can't retrieve their mail but we're definitely looking at what we can do to help those customers both improve their own back-up procedures, because we think that's important, and additionally what financial compensation we can offer them."
He said $100 credits had been offered to all 266 customers, and further compensation was being considered for the six badly affected ones.
Mr Bartlett said the people were from random locations and not confined to one geographic location. Most of its 220,000-plus customers were not affected.
He said the most unfortunate thing was that the error that caused the server to break also broke the back-up server as well.
"We're reviewing the processes obviously around how we do back-ups but it's still extremely disappointing," he said.
"It's important that we make sure that this can't ever happen again."
Mr Bartlett said it was the first incident Orcon had with its mail in 14 years and even though most of its 220,000 mail customers had not suffered it was still disappointing.
"It's a small amount, but we've let down 266 customers, which is just not acceptable," he said.
Mr Bartlett said Orcon had been the fastest growing telecommunications company in New Zealand in the past four years and it hurt to let people down.
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21/09/2011 8:08:07 a.m.
Auckland Orcon Customer wrote:
Orcon has always been an absolute let down company. Their CSRs are never upto the mark and they will never return any call-backs you have placed with them. I've just been with them for some time, but i intend to leave Orcon at the end of my contract.
30/10/2010 2:09:34 p.m.
Further to my earlier posting, I have now had the unexpected discovery that my email program has a setting to store everything online. So despite appearances, my emails were not being stored on my computer as I thought. I guess that explains where my emails have gone then <red face> !
However I'm still disappointed that Orcon thinks so little of their customer base, that they cannot be bothered letting us know first hand what is going on.
30/10/2010 9:47:13 a.m.
This morning (Saturday 30th), I lost all the previously downloaded emails in my inbox, while downloading new emails from Orcon. All the lost emails had been downloaded to my computer - they were not stored online. I am at a loss to understand how this can happen. How can a server error at Orcon remove files stored on my computer ???
There is no bulletin notice on the Orcon website to explain what is going on, nor has there been any email communication from Orcon either.
29/10/2010 8:13:57 p.m.
hmmm, so one lady is claiming she lost 3 years of stuff? This cannot be right surely she had the brains to download her emails and files and keep them on her own computer? But then again I am noticing most people do not have the brains to understand technology and do not have backups.
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