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27/12/07
Further to our recent ISP problems
and the effects it has had on the way in which we have been operating.
We now appear to have a stable
Internet connection that is allowing us to access all areas that were
denied to us through the connection speed that we were forced to use as
an alternative.
We are now in receipt of at least
three hundred
emails dating back to October, when the ISP problem first began.
Obviously it is going to take sometime to go through these and respond, so please bear with us whilst we carry this out.
As a web based mail order company
that relies on a stable internet connection and in the unlikely event that
we should ever experience another ISP problem of this magnitude. We are
reviewing the position with our current service provider based on their
inaction, as well as looking at alternative fall back methods, that will allow us to continue to
operate normally.
This will include the voicemail
service which is currently corrupted because of misuse by some
customers. This occurred through a problem that we highlighted on this
page on the 7th of November and asked customers to refrain from.
According to an engineer working on
our behalf, a "potential" customer continually made no less than 77 calls
within the
space of one hour and hung up each time. This severely overloaded the
system and became the so called final nail in the coffin for the
service, totally destroying any stored messages and the data that is
required for the system to operate. The effects of this were and still are,
that customers being transferred to the service are asked to leave a
message but no recording is actually made.
On behalf of this "Potential"
customer, we apologise for their actions and the repercussions caused.
03/12/07
As detailed below, we are still
suffering communication problems but are now up to date with most
orders.
07/11/07
For the past few weeks we have been
suffering intermittent internet connection problems caused by our
broadband service supplier. Although we are continually attempting to
rectify the situation with them, we are currently trying to work with a
dial up connection that is causing us further problems. The data
exchange rate of a dial up connection is not sufficient for us to fully
access our secure email server and the secure payment system that we
use. This means that we cannot view customer details and their payment
transactions.
This is a
situation that is out of our control and has been caused by the inaction
of our internet service provider upon immediate complaint and their
continued failure to rectify the problem.
This means that orders are not
currently being processed at the time of purchase as they should be and
delays in shipment are occurring.
The use of a
dial up connection is also affecting our ability to answer phone calls
because the line is in use, during working hours. This would normally
would be covered by call transfer to our voicemail service and picked up
on but unfortunately this is being overloaded by some customers misusing
the service.
Whilst we do
fully appreciate and understand that our customers wish to know the
status of their orders. We respectfully ask that if redirected to the
voicemail service, please do not just hang up or make repeated attempts
to contact us and keep hanging up when unsuccessful, leave a message and
we will get back to you as soon as is possible.
This misuse
is causing the unnecessary fulfilment and corruption of our allotted voicemail space, leaving those who do wish to leave a message, unable to do so and us
unaware and unable to redress any queries.
At this
time, we would grateful for the understanding and the patients of all of
our customers that have been affected this and we can only apologise for
the inconvenience that these problems are causing. |
