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Wanadoo_Tech
Wanadoo support staff
Reg'd: Tue
Posts: 5
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Re: Ask Wanadoo
Thu Jun 03 2004 10:34 AM
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Good Morning All
Here are some answers to your questions:
1 When will the FTP problem be fixed and why is it taking so long?
There are several third party suppliers involved, across several countries, who we are working with to identify the exact fault and remedy it as quickly as possible.
2 In simple terms, what went wrong and could it have been foreseen?
As the problem is a complex one, there is unfortunately no easy way to put this into simple terms. What originally appeared to be a fault with new IP ranges being added masked additional faults and we are working as quickly as possible to get all the problems identified and corrected. We do not believe we could have anticipated that the extensive changes made during our rebrand would affect the system in as drastic a manner as is now proving to be the case.
3 Customer support were slow to recognize that there was a problem. Many people spent a lot of time, effort and expense, myself included, in trying to understand if it was their problem or Wanadoo's. Why did it take so long for Wanadoo to publicly recognize that there was a problem?
All customer complaints are investigated to determine whether the fault is occurring on the user end, with the network, or with Wanadoo – those that are a fault with us are flagged for immediate action to identify and rectify the problem. When it becomes apparent that there is a fault affecting a large number of Wanadoo users, we will post notices and advice on the Portal - in this case, notices went up on the Site Builder pages the week of May 17th.
4 Does Wanadoo agree it could have handled the problem better and if so will Wanadoo take action to improve its service, in particular customer support?
We are always looking to improve our service to customers, and value all customer feedback. All comments will be taken into account in our ongoing efforts to improve our processes and planning, and also used to brief our customer support agents.
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