IP address change good; notification procedure pathetic!

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  • Updated 10 years ago
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Sorry but the title line says it all.

1. You know subscribers and free users e-mail addesses.
2 You know the email addresses of those who own domains through you.

Even if this info is in seperate databases, a cross database query to find who needs updating is a simple matter! (I'm a DBA so please no excuses on this, and network controler [CCNP]). You should have notified your clients of the IP change by e-mail not left then sitting around wondering what you are up to. You can not expecy ALL users to look in the community forum for the answer.

Action taken to combat DoS = Justified.
Customer care = pathetic.

Not all ysers live in the US and some (line myself ) require domains you can not supply (in my case ,co.uk). Ho what is is to be not Americcan ans so considered 2nd class.

My personal view!

Rob Bradford.
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Rob.B

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  • Disgusted

Posted 10 years ago

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Laura Thomas

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Hi Rob.B,

We agree, you are absolutely correct. All of our customers have every right to expect better communication from your service provider and what we should have done was get a message to you to alert you to the situation and let you know what we were doing about it right away.

What actually happened was that the scale of the problem caught us off guard, and we have been overwhelmed with trying to find an immediate solution, as well as respond to all of our support requests as fast as we could. We are currently working on an email which will be sent to our client base shortly. Better late than never, we hope.

In the meantime we have been providing real-time updates here, on Facebook, and on Twitter as these have become the emergency point of contact for our customers.

We completely understand the frustrations of you and the rest of our customers, and we are working as fast as we can to set things right and to honor our commitments in bringing you the quality of service you have come to expect from Yola.
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Monique, VP of Customer Support

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Official Response
Hi Rob.B

I would just like to add to what Laura has said. As the head of customer service at Yola, it is like a knife right through my heart to hear customer care described as "pathetic". But I don't disagree with you one bit. The fact that we were unable to get an email out sooner in this situation is wholly unacceptable.

When this is all over, I am going to scrape myself up off the floor, take a few deep breaths and do everything in my power to make sure that this never, ever happens again.

While I am disappointed with myself for not having a better communication system in place for an emergency of this scale, I am extremely grateful to the Yola support team (and other Yola staff) who have literally worked themselves into the ground to ensure that everyone who emails us, or posts to Get Satisfaction, Facebook or Twitter gets a prompt and personal response.

Yola customers: as the head of customer service at Yola I am so deeply sorry and vow to do better.

Yola support team: I am at a loss for words to tell you how grateful I am to what you have done and continue to do to reach out to our customers in the midst of this horrible situation.
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scentualseductions

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I agree with Rob, the customer notification was poor at best. Getting an email alert out to all Yola customers would have helped on several levels to include the Yola support team. Notifying all users as soon as a problem is detected will cut down on individual emails and posts received by Yola which in turn would significantly decrease the number of individual responses required from support. The goal then would be to adequately service all users in as little as time possible utilizing as little as resources possible.

I am not going to describe your service as pathetic; however, I am going to strongly urge the entire Yola team to form a more straight forward process of handling outages.

Thanks for listening

Tonja
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scentualseductions

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I do have to add that Rob, I am not supporting your 2nd class remark. I feel it was a poor customer care judgement period, not meant to directly affect all Non-US customers as I am a US customer and was negatively affected all the same.
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Monique, VP of Customer Support

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For what it's worth I am South African and live in Cape Town. Sensitivity to the needs of a global community is a high priority for me too!
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Monique, VP of Customer Support

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Just to add: that email has been in progress since yesterday. It is queued up and being sent to all opted in Yola users as I type.
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irishshogun

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I recieved phone callls from clients letting me know thier sites were down, this reflects badly on me, (I'm on holidays so having to reinput ip address isnt a fun way of spending it) I needed .ie addresses so cant avail of your offerings. Still no email notice at this point.

Stuff happens and I'm sure you are doing your best but hopefully an email if/when it happens again would be best practice.
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John McCarthy

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Hi Irishshogun,
Is the 'Receive emails from Yola' option ticked in your Yola profile?
If not then you won't receive emails.
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John McCarthy

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Sorry its the ' Let me know about new features & tips' option on the edit profile page.
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Monique, VP of Customer Support

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Hi irsishhogun

I am sorry to hear that you didn't receive the email from Vinny which was sent out yesterday. We have sent an email to our customers with more details on the outage that would have affected your site(s). If you did not receive the email, it may have ended up in your junkmail folder or you may be using a different email address to log into your Yola account. It might also be because you have opted out of receiving correspondence from us.

To read a copy of the email, please take a look at this post on our blog: http://blog.yola.com/
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irishshogun

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Thanks Monique,

I hope its settling down for you all for now, its an unfortunate sign of the times, the more popular you get the more likely the chances of this happening, thankfully all sites are now redirected and I'm back to my holiday :)
It hasnt dented my support for your good selves ,

Slán go fóill. (bye for now)

PAul
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Monique, VP of Customer Support

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Thanks Paul. Things are returning to normal for us - thanks for sticking with us through this one!