Here's the latest drama with my restoration.
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This morning they eventually agreed to ship me the essential missing files via same-day courier (after first trying to claim that I had made a mistake). When I asked them about the rest of the data, they told me “it'll be done when it's done”. At that point I was pissed off enough that I didn't follow that extreme unprofessionalism up right then.
I called back in the afternoon to ask whether the CD had been shipped. They said, yes, it had, and offered me a tracking number. However, they couldn't remember who they'd used as a courier company and told me they'd call me back with that info.
About half an hour later they did so. I asked when the rest of the data would be done. He told me that it might be done by midnight. Given that it's only about 170 gig of data total, and he'd told me on Monday that the transfer was already in progress, I was kind of confused. Copying that much data should take less than an hour. Hell, even copying it off CDs would only take about six hours. So I demanded an explanation as to why it would take so long.
No one knew.
Eventually I got a response that they'd “just passed the 150 gig mark” and my data would probably be done soon and that they could call me at the end of the day to let me know if I could pick it up. I explained that if I had to drive there during rush hour it would take an hour and a half and calling at the end of the day wasn't going to work.
They'd told me I could get my tracking number from my online report. Even thought I'd just been told the exact opposite, they'd noted in my online report that as of about four hours ago the transfer was complete and that I could pick it up. Their tracking system is bizarre — anything they give you makes it get labeled as “recovered and approved by client” and similarly misleading messages. The whole thing is strange, with fragments from emails pasted in at random, some relevant, some irrelevant.
The impression I'm getting is that their sales staff is wholly disconnected from their technical staff and that the communication between the two is poor at best, to the point where sales staff end up lying to the customers due to ignorance. I do not believe that my sales admin is fully computer literate (like I said, who types their email messages in the subject line?), and I am becoming increasingly unhappy with how this is being handled by them. Ignoring requests, not returning calls, repeatedly missing deadlines, repeatedly telling me something is done when it's not, and so on. The apparent technical incompetence (me having to explain to them how to restore data) really put it over the top though.
From a lauded ISO 9001:2000 company I'd have expected better…
Anyway, I guess I'm headed up there again shortly.
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