| A day after it was due to take place, subscribers to Bullguard's newletter received notification that the Bullguard backup servers were due to be upgraded on 14th November and that this would take "at least a few hours" during which time the backup service would be unavaible. This seemed an extremely optimistic estimate at the time, given the amount of data that would need to be shifted quite aside from the possibility of technical hitches and, predictably, after a few hours service had not been restored. Indeed, it is now seven days later and the service has still not been restored. An enquiry at Bullguard's Live Support on 19th November confirmed that the service would still not be available for another week - which, if true, would suggest that the service will have been out of action for almost 2 weeks.
The issue is not that problems have obviously occurred with the maintenance program, but rather that there has been no general notification of these problems to Bullguard users. Aside from contacting support, the only way to discover that the maintenance program is not running smoothly is to go to the News section of this web site where a posting on 15th November (six days ago) indicated that the maintenance operation had at that time still not been completed but was expected to be completed later that day.
Would it not have been a simple matter for Bullguard to have e-mailed all customers to at least let them know that something was amiss and advise them that in addition to their backed-up files not being available from the backup servers, they would also need to make alternative arrangements for backing up important data until the service came back on line!
They clearly have not realised that keeping their customers properly informed is the best way of keeping them happy. |
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