Epic publicity fail by Orcon! However...

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6FIEND

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#101807 9-May-2012 12:59

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=10804252

Orcon manages to break the cardinal rule of Customer Care...

However - the customer's IT Mis^H^H^HManager:
* admits that they have been in breach of Orcon's terms & conditions for many months.
* takes 'full responsibility' for the data not being backed up.

...yet still "wants Orcon to pay the costs of having an external technician migrate all the company's data" and "want(s) them to make sure they learn out of this process." (emphasis is mine)

Crazy behaviour - by both parties...

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#622188 9-May-2012 13:15

6FIEND: http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=10804252

Orcon manages to break the cardinal rule of Customer Care...??

However - the customer's IT Mis^H^H^HManager:
* admits that they have been in breach of Orcon's terms & conditions for many months.?
* takes 'full responsibility' for the data not being backed up.

...yet still "wants Orcon to pay the costs of having an external technician migrate all the company's data" and "want(s) them to make sure they learn out of this process."??? (emphasis is mine)

Crazy behaviour - by both parties...

Was that their regular email servoce that they give free to ISP users?

Also it says they deleted 'sent' emails. Surely they would be on the customers own computer if they were using outlook wouldn't they? I would have thought their terms would have said that customers must have their own local backups of emails too, or similar, and they may delete emails older than 30 days old.

jaymz

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#622189 9-May-2012 13:15

There is always two sides to the story.

I wonder what the terms and conditions of Orcon's email server are?

I do find it a bit shocking that a "IT Manager" came to be in a roll like that and never thought about backups? I don't mean to bag on her (i don't know her) but I would say she is more responsible than Orcon (unless Orcon's Ts&Cs say they guarantee data).

xpd

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#622194 9-May-2012 13:19

Yes, fault on both sides....Im surprised that Orcon didnt have a system in place that just stopped them from getting emails until the mailbox had been cleared... allow 10% over what the customer is allowed then contact them saying so... then just bounce emails back with "Mailbox full" routine such as Hotmail etc do.

But in being an IT manager, Rutherford should have been well (and was by her own words) aware of what was going on....

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Nebbie

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#622197 9-May-2012 13:20

Delete the emails I say, Make them learn that backups are important.

Agree there is always two sides to the story. EG: Commutation attempts had been made with no success.

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kyhwana2

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#622216 9-May-2012 13:40

Again two sides, but that she expects Orcon to pay for her to switch to another ISP is outrageous!

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#622217 9-May-2012 13:44

xpd: But in being an IT manager, Rutherford should have been well (and was by her own words) aware of what was going on....

Company is Mules Construction Limited, minimal web presence (http://www.mules.co.nz/) but they describe themselves as "specialist drainage contractors serving people such as Watercare Services Limited, Auckland Council etc."

Charlotte Ruth Rutherford (nee Mules according to http://www.oldfriends.co.nz/MemberProfile.aspx?oldfriends_member_id=524101) has been the director of at least eleven companies in the NZ Companies office directory, the majority of which have ceased trading/been struck off. What's somewhat amusing is one of these is "Taste Holdings Limited", the last director of which is a certain Stephen Peter Crow, also known as Steve Crow, NZ Porn magnate.

"At this year's Exotica we promise you can see everything from a Ferrari to a vibrator - if adults want it, we've got it!" says Steve Crow of adult lifestyles expo, Exotica. His right-hand woman Charlotte Mules agrees." - http://www.eroticaexpo.co.nz/news/view/exotica-2002-set-to-return/55

I suspect the title of "IT Manager" may be a bit of a stretch...

mattwnz

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#622222 9-May-2012 13:47

kyhwana2: Again two sides, but that she expects Orcon to pay for her to switch to another ISP is outrageous!

+1. That is a huge fee. I wonder what that is supposed to cover. Gmail is free to setup, and just takes a few minutes. I wonder what are they going to do is gmail deletes their emails to, because I have heard that they have lost data in the past. They could be better to get a paid email account with a host with some for of SLA.

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kyhwana2

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#622227 9-May-2012 13:53

mattwnz:
kyhwana2: Again two sides, but that she expects Orcon to pay for her to switch to another ISP is outrageous!

+1. That is a huge fee. I wonder what that is supposed to cover. Gmail is free to setup, and just takes a few minutes..

You can pay google for gmail for apps/domains which works pretty well and even has a nice clicky interface!

insane

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#622231 9-May-2012 13:54

It's quite simple really, if your data is not backed up then it's not that important to you.

It's a tough lesson to learn, but one you only need to learn once. Ignorance or apathy is no excuse.

Zeon

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#622236 9-May-2012 13:59

Sounds like they are using the free email service which has no SLA. Using a cloud provider is fine as long as you have a high SLA and its actually a high uptime, reliability-focussed service. Orcon free email is neither of those.

It's like people who run businesses from gmail addresses. How easy are those to hack and once you've lost it its virtually impossible to get back.

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Zeon

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#622237 9-May-2012 13:59

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mattwnz

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#622240 9-May-2012 14:02

kyhwana2:
mattwnz:
kyhwana2: Again two sides, but that she expects Orcon to pay for her to switch to another ISP is outrageous!

+1. That is a huge fee. I wonder what that is supposed to cover. Gmail is free to setup, and just takes a few minutes..

You can pay google for gmail for apps/domains which works pretty well and even has a nice clicky interface!

But does it provide anything extra in terms of backups, that you wouldn't get with the free version?

Many hosts have daily, weekly and monthly backups. People should look at the backups that the host they use does when they chose a provider, if they aren't keeping their own local copy.

If you use IMAP for email with outlook, does that also store your emails locally, as well as on the server? I don't use IMAP myself, but that could be possibly be where the problem could be.

mattwnz

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#622242 9-May-2012 14:04

Zeon: Sounds like they are using the free email service which has no SLA. Using a cloud provider is fine as long as you have a high SLA and its actually a high uptime, reliability-focussed service. Orcon free email is neither of those.

It's like people who run businesses from gmail addresses. How easy are those to hack and once you've lost it its virtually impossible to get back.

Or their ISP email addresses. Why can't their companies just buy a domain, and buy some hosting, it is not as though that is a big cost. I suspect it is more their technical expertise and knowledge.

Zeon

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#622246 9-May-2012 14:10

mattwnz:
Zeon: Sounds like they are using the free email service which has no SLA. Using a cloud provider is fine as long as you have a high SLA and its actually a high uptime, reliability-focussed service. Orcon free email is neither of those.

It's like people who run businesses from gmail addresses. How easy are those to hack and once you've lost it its virtually impossible to get back.

Or their ISP email addresses. Why can't their companies just buy a domain, and buy some hosting, it is not as though that is a big cost. I suspect it is more their technical expertise and knowledge.

That's complicated stuff for the "IT manager"

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mattwnz

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#622259 9-May-2012 14:44

Zeon:
mattwnz:
Zeon: Sounds like they are using the free email service which has no SLA. Using a cloud provider is fine as long as you have a high SLA and its actually a high uptime, reliability-focussed service. Orcon free email is neither of those.

It's like people who run businesses from gmail addresses. How easy are those to hack and once you've lost it its virtually impossible to get back.

Or their ISP email addresses. Why can't their companies just buy a domain, and buy some hosting, it is not as though that is a big cost. I suspect it is more their technical expertise and knowledge.

That's complicated stuff for the "IT manager"

I did recently hear somewhere in the NZ media, perhaps radio NZ, that 2/3s of all businesses in NZ still don't have a website. SO I suspect that many of those also don't have a domain, and just use their ISPs one. You see so many plumbers and builders van, that just have a xtra.co.nz email address on the side, and I cringe everytime I see that.

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