I would like to formally welcome Mr. John Hood, Director of Customer Support at Mediamax to this blog. I have been alerting Mediamax to its existance since setting it up, so nice for someone to drop by.
This is Mr. Hood's reply to comments on an earlier entry about the lack of response to emails:
Nothing could be further from the truth. We are most definitely listening (and reading...)
We were swamped with emails which slowed down response times as I said in my post. We've got a better ERM system now and are up to the challenge. Please shoot us an email.
Director of Customer Support
I'd like to invite Mr. Hood to respond to some of the other key concerns people have been raising here. Specifically:
1. When can we expect files that no longer stream or download to be accessible again?
2. As there appear to have been breakdowns in service periodically since Mediamax took over Streamload, how can we have any confidence that there won't be more? Some users have lost access to files for the past month. This is not a minor issue.
3. What compensation will be offered to users? How about extending the billing period by twice the down time? Two months extension owed so far. Those off us who have had to go to extra expense and trouble to put services like podcasts back on air would perhaps see this as getting off lightly.
4. When will refunds be made to people who have been billed after closing their accounts?
Feel free to leave answers in a comment or I can give you posting rights if you contact me.
Alternatively why not answer these questions on the Mediamax blog and allow people to comment there?