Redemption

Liz · 8 Mar 2005, 07:59 AM

Hi all,

Just a quick note to everyone to say that we have read the threads about the recent miseries, but just don't have that much to add (except that we still have high hopes for the new hardware we're working to get ourselves!)...

As you can imagine, this year has been rough for us as well so far, and some of us have pretty much burned out, hit the wall, and would rather have our appendix taken out with a rusty spork, sans drugs, than do one-on-one support about these problems (especially since we can't do much, other than say the above...which is on the Status page).

For those who are still with us though, we appreciate you guys immensely, and we hope to regain/retain your faith as the year progresses... For those who have jumped ship, or wish to, we really do understand though, and refunds are available still.

Liz

NextGen · 8 Mar 2005, 11:49 AM

For now, I'm reserving judgment until I've had a chance to witness Runbox's performance from this point on (now that problems have been supposedly repaired) ... But thanks for having posted this message, though.

marcus0263 · 8 Mar 2005, 04:44 PM

Okay Liz;
I've been in the IT business for over 10 year's, I'm shocked that you didn't have some sort of redundancy built in. Anyway as I posted elsewhere I've moved to another provider, but I'm not going to ask for my $$ back. I'm only asking what a majority of us want, the old Runbox back. Reliable, fast and a stable e-mail service that we can all depend on. Unless things change drastically I've pretty much moved on, things that would bring me back are;

1.Reliable IMAP over SSL
2.Reliable SMTP over SSL
3.Redundancy on your systems (what has happened is inexcusable!)
4.Nightly backups

My two bits

Just Bella · 8 Mar 2005, 07:52 PM

I just want a refund and want my acct. closed
but I can't
seem to get in touch with anyone
Is there not even a phone no.?
They sure are quick enough for anyone who wants to subscribe!
but slow as a snail for anyone who wants to unsubscribe
and even slower when it comes to a refund

Unhappy Camper

carverrn · 8 Mar 2005, 09:25 PM

Quote:

Originally posted by Just Bella
They sure are quick enough for anyone who wants to subscribe!
but slow as a snail for anyone who wants to unsubscribe
and even slower when it comes to a refund

It took me 3 phone calls, 2 hours on the phone and 2 months to get Netscape to close a dial-up account and to quit billing my credit card. Just to give some perspective.

Regards,
Rich

9 Mar 2005, 01:55 AM

i.e. it is OK if they don't respond, as long as the average response time on the market is worse than theirs?

marc_otten · 9 Mar 2005, 02:56 AM

No, it's not.

Quote:

Just to give some perspective

***Edwin*** · 9 Mar 2005, 06:11 AM

It's not magically "ok" but companies don't exist in a vacuum either - it's pointless pretending that they do. If the standard situation is X and consumers look for 2X, a company that delivers at 1.5X is better than the norm even though they may not be fully meeting consumer needs.

Just Bella · 9 Mar 2005, 07:23 AM

to close my acct. and get a refund for the remaiing amount
I am not getting a reply from billing so what am I to do?
I can't close it myself.

Why doesnt runbox just not accept any more subscriptions requests and close requests to subscribe.
They certainly can't take on more people.....They can barely take care of runbox members now.

***Edwin*** · 9 Mar 2005, 08:02 AM

Liz has stated explicitly that there is a backlog of a couple of days in processing support requests.

Why not wait 48 hours then resubmit your account closure request to billing AT runbox.com if nothing happens in the meantime?

They're not suddenly going to refuse you a refund tomorrow that you would have been granted today, so why the panic?

carverrn · 9 Mar 2005, 08:02 AM

Quote:

Originally posted by Just Bella
to close my acct. and get a refund for the remaiing amount
I am not getting a reply from billing so what am I to do?
I can't close it myself.

Why doesnt runbox just not accept any more subscriptions requests and close requests to subscribe.
They certainly can't take on more people.....They can barely take care of runbox members now.

Give it a couple of days. Liz is behind on support and billing replies.

The problems are not related to number of customers but have been a number of hardware problems.

The only thing that has been related to the number of customers was the bandwidth issue. Too many customers were using large amounts of bandwidth.

Regards,
Rich

Geir · 9 Mar 2005, 06:52 PM

Quote:

Originally posted by Just Bella
to close my acct. and get a refund for the remaiing amount
I am not getting a reply from billing so what am I to do?

Your refund was just processed. We'll leave your account open for some time so you have time to make any necessary arrangements.

- Geir

marc_otten · 9 Mar 2005, 06:58 PM

Quote:

Originally posted by Geir
Your refund was just processed. We'll leave your account open for some time so you have time to make any necessary arrangements.

- Geir

In my opinion, this is an example of [b]good[/u] service by Runbox. I know a lot of mailproviders that just - BAM - close an account straight away...

8 Mar 2005, 07:59 AM	#1
Liz The "e" in e-mail Join Date: Jul 2001 Location: Los Angeles,CA Posts: 4,652 Representative of: Runbox.com	Redemption Hi all, Just a quick note to everyone to say that we have read the threads about the recent miseries, but just don't have that much to add (except that we still have high hopes for the new hardware we're working to get ourselves!)... As you can imagine, this year has been rough for us as well so far, and some of us have pretty much burned out, hit the wall, and would rather have our appendix taken out with a rusty spork, sans drugs, than do one-on-one support about these problems (especially since we can't do much, other than say the above...which is on the Status page). For those who are still with us though, we appreciate you guys immensely, and we hope to regain/retain your faith as the year progresses... For those who have jumped ship, or wish to, we really do understand though, and refunds are available still. Liz

8 Mar 2005, 07:52 PM	#4
Just Bella Member Join Date: Aug 2004 Posts: 32	Hi Liz I just want a refund and want my acct. closed but I can't seem to get in touch with anyone Is there not even a phone no.? They sure are quick enough for anyone who wants to subscribe! but slow as a snail for anyone who wants to unsubscribe and even slower when it comes to a refund Unhappy Camper

9 Mar 2005, 07:23 AM	#9
Just Bella Member Join Date: Aug 2004 Posts: 32	I just want to close my acct. and get a refund for the remaiing amount I am not getting a reply from billing so what am I to do? I can't close it myself. Why doesnt runbox just not accept any more subscriptions requests and close requests to subscribe. They certainly can't take on more people.....They can barely take care of runbox members now.

8 Mar 2005, 11:49 AM	#2
NextGen Member Join Date: Apr 2003 Posts: 61	For now, I'm reserving judgment until I've had a chance to witness Runbox's performance from this point on (now that problems have been supposedly repaired) ... But thanks for having posted this message, though.

8 Mar 2005, 04:44 PM	#3
marcus0263 Cornerstone of the Community Join Date: Nov 2003 Location: Seattle Posts: 594	Okay Liz; I've been in the IT business for over 10 year's, I'm shocked that you didn't have some sort of redundancy built in. Anyway as I posted elsewhere I've moved to another provider, but I'm not going to ask for my $$ back. I'm only asking what a majority of us want, the old Runbox back. Reliable, fast and a stable e-mail service that we can all depend on. Unless things change drastically I've pretty much moved on, things that would bring me back are; 1.Reliable IMAP over SSL 2.Reliable SMTP over SSL 3.Redundancy on your systems (what has happened is inexcusable!) 4.Nightly backups My two bits

9 Mar 2005, 01:55 AM	#6
Daniel S Guest Posts: n/a	i.e. it is OK if they don't respond, as long as the average response time on the market is worse than theirs?

9 Mar 2005, 06:11 AM	#8
*Edwin* Administrator Join Date: Aug 2001 Location: UK Posts: 3,118	It's not magically "ok" but companies don't exist in a vacuum either - it's pointless pretending that they do. If the standard situation is X and consumers look for 2X, a company that delivers at 1.5X is better than the norm even though they may not be fully meeting consumer needs.

9 Mar 2005, 08:02 AM	#10
*Edwin* Administrator Join Date: Aug 2001 Location: UK Posts: 3,118	Liz has stated explicitly that there is a backlog of a couple of days in processing support requests. Why not wait 48 hours then resubmit your account closure request to billing AT runbox.com if nothing happens in the meantime? They're not suddenly going to refuse you a refund tomorrow that you would have been granted today, so why the panic?