[Jewelry making - Article 00916] - [Orchid] Customer communication problems

[Daniel Grandi]

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    Hi, This a topic that I thought might be interesting as I have just
    had my first communication problem with a customer that was caused
    by a crashed computer. ( we have all probably had this happen at one
    point !) 

    I was sent an attachment to look at and give a quote on... after
    having transfered the art to our cnc computer, For some reason within
    a matter of days , the computer which had the email on it with the
    contact info crashed... The following day, the computer with the
    artwork crashed... stopping us from being able to determine if the
    design would cut correctly on a cnc machine... Well, with 6 computers
    networked, We can still get online and we can still communicate with
    the outside world, but each computer has it's own email program and
    a specific email address ... When we lost these 2 computers for over
    a week and a half, we could not contact anyone that where on the
    email programs on these computers... we do have a backup system which
    we used to reprogram the 2 computers ... both had hardrive failures
    and the harddrives had to be replaced with new ones... and as you
    know, if you have a million gadgets hooked up to these , it will take
    some time to get them back online before you can put in the backed
    up info... Unfortunately, One customer that we could not contact due
    to this problem became very upset with us as we had not gotten the
    quotation to them as we had told them we would... and we could not
    call them as they were a new Potential customer and their
    phonenumber was on the computer that crashed  

    After having sent 2 emails explaning the situation, we still have
    not heard from them and I guess we may have lost a potential
    customer. 

    I guess my point with this is that people should realize that in
    many cases, it would be best to call and find out if there might be a
    problem due to technology that is not always as reliable as it
    should be.No matter how many computers you have or how many backup
    system are set up.... something can happen and it may not be
    intentional. 

    How many other people have had similar situations happen to
    them?Lost emails... crashes etc. Daniel Grandi  

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