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Can U guys Screw up anymore !!

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Can U guys Screw up anymore !!

Today Email from F9 support:


This afternoon, whilst the marketing team was in the process of sending you a Customer Service Update, an email was sent in error to 1,800 customers. The email sent in error contained information relating to your Force9 service.

The specific information was: our internal reference number, username, name, product name, subscription amount, Force9 email, alternative email, marketing preference and active status.

No address details, credit card details, payment details or phone numbers have been disclosed.

We have contacted the customers who received your information, asked them to disregard the contents and delete the email.

I would like to apologise. Although this was a result of a regrettable human error, we will be updating our systems and processes immediately to prevent this from ever reoccurring.
Once again, please accept my apologies for any inconvenience this has caused.
For your information the email we were supposed to send is included below.
Yours sincerely,
Brian Trevaskiss
Marketing Manager

You believe that shit ..

My Reply
MAN U GOT TO BE JOKING RIGHT !!
I have on going issues with both your service, customer support , etc now
you tell me you have sent out an email with my details to 1,800 customers
!!!!!! Well thx a lot guys..... Who do I contact for compensation for
such a f*** up as I would with BT or any other marketing company who use my details without my permission ...

I am serious,,,, this just is not good enough I want some compensation here,
your whole service just sucks at the moment one f*** up after another !
I look forward to your reply ASAP

I will let you know the outcome ..... Man F9 get your act togther, who you employing these days huh ! 12 year olds for pocket money over the school break or something,,, We all entrust you with personal details etc , as we do a bank etc........ I WANT IT SORTED !!!!!!!!!! and I want some form of compensation here !
45 REPLIES
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Can U guys Screw up anymore !!

They made the same f*ck up with my mums account.

I am out of here ASAP, and am taking everyone I ever signed up with me.

F9 you are a bunch of rank amateurs right now, you were once an excellent company. I am ashamed to have landed my mother with a useless shower like you.
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Can U guys Screw up anymore !!

I had the exact same email and I am also very annoyed and totally agree with you!!!
Emma
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Can U guys Screw up anymore !!

Its crazy, it not just me this has happened to... I want a reply from F9 (Still waiting) and I (we) want some form of compensation ...... I could not email my customers with a "Oh sorry I have given out your details to nrly 2,000 people" and thats it ! Damm whats with you guys, I have tried calling support for the last 2 hours, but hey guess what ! no answer till the line goes dead ...... Nice customer service huh !


In my email from F9 wrote:

"I would like to apologise. Although this was a result of a regrettable human error, we will be updating our systems and processes immediately to prevent this from ever reoccurring"

Well you aint stopping this problem , look at the replys to the post ! It aint just a one off !!




I WANT AN ANSWER AND THIS SORTED !!!!
astarsolutions
Grafter
Posts: 393
Registered: 26-07-2007

Can U guys Screw up anymore !!

Quote
and I want some form of compensation here

What kind of compensation would you expect to get for something like that?

People have been going without an Internet connection for weeks on end and they get nothing, I think an apology is the best your going to get.


I am amazed that their system could allow something like that to happen, why would you combine individual customer e-mail systems and mass marketing e-mail systems?
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Can U guys Screw up anymore !!

Oh yes they can.

I yet again gave a recommendation but wary of the T&C's asked them to pay the connection fee of £47.00 (they have paid over 9 times)


6221811 £47.00 £0.00 17/07/2006 Refund Issued ADSL Initial Charge
6226980 £47.00 £0.00 17/07/2006 Refund Issued ADSL Initial Charge
6230793 £47.00 £0.00 17/07/2006 Refund Issued ADSL Initial Charge
6230876 £47.00 £0.00 18/07/2006 Refund Issued ADSL Initial Charge
6235650 £47.00 £0.00 18/07/2006 Refund Issued ADSL Initial Charge
6239445 £47.00 £0.00 18/07/2006 Refund Issued ADSL Initial Charge
6239544 £47.00 £0.00 19/07/2006 Refund Issued ADSL Initial Charge
6244265 £47.00 £0.00 19/07/2006 Refund Issued ADSL Initial Charge
6248576 £47.00 £0.00 19/07/2006 Refund Issued ADSL Initial Charge
6248697 £47.00 £0.00 20/07/2006 Refund Issued ADSL Initial Charge
6248942 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6248944 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6248947 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6248948 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6248949 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6248950 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6248951 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6248952 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6248954 £-47.00 £0.00 20/07/2006 Credit Note Account Credit Note
6254143 £47.00 £0.00 20/07/2006 Refund Issued ADSL Initial Charge
6256846 £47.00 £0.00 20/07/2006 Refund Issued ADSL Initial Charge
6256961 £47.00 £0.00 21/07/2006 Refund Issued ADSL Initial Charge
6263160 £47.00 £0.00 21/07/2006 Fully Paid ADSL Initial Charge
6265233 £47.00 £0.00 21/07/2006 Fully Paid ADSL Initial Charge
6265343 £47.00 £0.00 22/07/2006 Fully Paid ADSL Initial Charge
6271401 £47.00 £0.00 22/07/2006 Fully Paid ADSL Initial Charge
6273431 £47.00 £0.00 22/07/2006 Fully Paid ADSL Initial Charge
6273491 £47.00 £0.00 23/07/2006 Fully Paid ADSL Initial Charge
6280236 £47.00 £0.00 23/07/2006 Fully Paid ADSL Initial Charge
6281497 £-47.00 £0.00 23/07/2006 Credit Note Account Credit Note
6281498 £-47.00 £0.00 23/07/2006 Credit Note Account Credit Note
6281499 £-47.00 £0.00 23/07/2006 Credit Note Account Credit Note
6281502 £-47.00 £0.00 23/07/2006 Credit Note Account Credit Note
6281551 £47.00 £47.00 23/07/2006 Pending ADSL Initial Charge
6281610 £47.00 £47.00 24/07/2006 Pending ADSL Initial Charge
6287543 £47.00 £47.00 24/07/2006 Pending ADSL Initial Charge

So how do we keep recommending f9 when they give our e-maill addresses away and charge new customers numerous times for a connection. Or is this to make up for the number of clients going to other ISP's
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Can U guys Screw up anymore !!

I agree ,,,
What sounds so simple to you or I aint for F9 .. I think thats what pisses me off so much... But believe me compensation I want, I have contacted ofcom who have told me to go through the support channels before taking it further, so far the F9 support chanels have not even replied ...

Nothing new there then

!!!!!!!!!!!!!!!!!!!!!
astarsolutions
Grafter
Posts: 393
Registered: 26-07-2007

Can U guys Screw up anymore !!

The proper thing to do in these circumstances is to write to

Data Protection Officer
PlusNet Plc
Technology Building
Terry Street
Sheffield
S9 2BU

Or even the Information Commisioner Office although I can't find a record of F9 being registered with them

This is also a breach of their T&C's so if anybody wants to get out now is the time to do it (as long as you were affected)
astarsolutions
Grafter
Posts: 393
Registered: 26-07-2007

Can U guys Screw up anymore !!

Quote
so far the F9 support channels have not even replied ...


Its very unlikely you will get a proper response from e-mails (questions) or phoning, you will have to write to them
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Can U guys Screw up anymore !!

So f9 send out details of 1800 accounts but when I ask for details of who I have recommended I get the following answer,

The Data Protection Act prevents us from revealing details of any account you have referred. We cannot provide you the details you require legally. Many apologies for the inconvenience.

So you must be able to claim from f9 under the Data Protection Act.
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Can U guys Screw up anymore !!

Quote
The proper thing to do in these circumstances is to write to

Data Protection Officer
PlusNet Plc
Technology Building
Terry Street
Sheffield
S9 2BU


There are two thngs that happen if you write to F9.

1. Your letter is ignored, even though you have proof of delivery throough recorded delivery.

2. Your letter is scanned into the the ticket system, a ticket opened by CS about it and then (if you are lucky) a response from someone in the same way as the normal system. That may be helpful or unhelpful depending on how you look at it.

Before Ofcom will consider it, you have to have exhausted the F9 complaints procedure and entered into their alternative dispute resolution scheme. Ofcom will ask for proof that you have done this and even then, may not proceed.

Many people considered Watchdog when the email fiasco was ongoing, perhaps even more complaints about this ISP will get them to look into it, who knows?

Whatever happens, F9 are probably going to be scrutinised by the industry, regulators and remaining customers from now on.

Mark
astarsolutions
Grafter
Posts: 393
Registered: 26-07-2007

Can U guys Screw up anymore !!

Quote
1. Your letter is ignored, even though you have proof of delivery through recorded delivery.


If you write to that address your letter should be delivered to an individual responsible for data protection in the company. Dealing with things like this is that's individuals job so you should get a proper response.
Although from what i can remember with data protection issues like this the allowed response time is about a month.
tonymunro
Grafter
Posts: 32
Registered: 04-08-2007

Can U guys Screw up anymore !!

Quote

This is also a breach of their T&C's so if anybody wants to get out now is the time to do it (as long as you were affected)


Could it really be considered a breach of T&Cs?

I would very much like it to be as I'm stuck with a 5 yr contract unless I pay to get out. I've had enough of the constant downtime/disconnections/slow speeds etc but I know I'd have a real game trying to prove they were grounds for me to be released from the contract.

I went on a search for the T&Cs after posting this message and it looks like you're right Arthur. Lifted from F9's T&C: -

http://www.f9.net.uk/info2/legal/index.html

18. Privacy

18.1 In general, when you visit our websites and access information you remain anonymous. Before we ask you for information, we will explain how this information will be used. We will not provide any of your personal information to other companies or individuals without your permission or unless it is necessary to provide you with the Services and/or Equipment you request from us. In particular we may need to provide your name and delivery address to third parties that we use for the purposes of delivering specific Services and/or Equipment to you.
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Can U guys Screw up anymore !!

Indeed it is a breach of contract as far as I can tell. And there is also the issue of data protection. So all in all a good case to leave. As F9 broke thecontract with yourself you should be entitled to "walk away"

I am looking further into it today. I have a legal friend who is gona look over the T&S for me..

I
slev
Grafter
Posts: 357
Registered: 30-07-2007

Can U guys Screw up anymore !!

1800 emails ?

You sure that is true as at first it was 3500 ?

Have they shown the server logs as proof of how many have been sent ?

I have asked this last night and had no response , they have 24 hours left before I contact my solicitor to continue with this Breach of the DPA.