Thursday, August 2, 2007

Mediamax says it's even better now!

According to the Mediamax blog, their system is now even better!

See:
http://mediamaxblog.blogspot.com/2007/08/site-update.html

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We installed new upload servers! We’re sure you’ve seen the improvement in upload processing because we’re seeing record upload levels. Please let us know if you’re having issues with uploads at support@mediamax.com . Thanks for the files!

On a different front, you’ve probably seen that we’ve raised email sharing limits. We’re proud to say that our new db is ably handling the increased traffic. Please keep sharing!

As always, thanks for your continued support and your business!
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At the time of writing comments are active on the Mediamax blog, so you may be able to give your feedback, but be quick.

13 comments:

Clement Levallois said...

Hi,

Thank you indeed for this blog. My files (pictures) are unavailable and I really need them. I wonder why they don't give more precise answers about the forseeable time before they will be available again. In fact, I don't have any answer at all!
Clément.

Anonymous said...

I don't give a rats about uploading anymore. I just want to get some of my files back!

MIKE said...

I've been downloading what I can off of MediaMax. I'd estimate that they've "hiccupped" 80-85% of my files. I'm cancelling after this month, which I've already paid for. I don't need MM's help to lose files.

Mike

Luzo Orbit said...

Sure enough, Mediamax has now disabled comments on their official blog and removed those that had been left. They just do not want new users to know about the on-going problems we are experiencing.

John Hood said...

Actually, the truth is what I stated earlier. We don't have the staff to manage the post and respond the requests. I left the comments on accidently because I'm not used to the new blog format. So it's not some grand conspiracy, just a newbie blogger.

Luzo Orbit said...

Amounts to the same thing. Mediamax does not want to the people that it continues to encourage to sign up to know about the problems with the system.

John Hood said...

Huh?! Of late our whole blog is about problems with the system. We're hardly hiding anything. We've addressed every issue brought to us by users through support and posted it on the blog for all the world to see.

MIKE said...

John,

Who says you have to "manage" the comments of your customers? Just leave the comments on and allow your customers to post. To me, it seems very disrespectful to block us out and gives a cynic the impression that you don't care about your customers' comments.

Mike

WillTRiker said...

I sort of agree with Mike and especially Luzo that not having a means to comment can be seen as marginalising the problem while in truth more or less the MM system is, well not totally dead, but defenitely on life support.

Truthfully I couldn't care less about being able to comment or not (for reference sake ... I looked at 5 of MMs competitors and only one of them had actually a blog and yes they did allow comments. The others had your average mail support) as a couple of places like this have sprung up that serve a commentary station to MMs frolics.

What I really could use is good news about the uploading because I don't know where the, and I quote, "record upload levels" are coming from, but it isn't me and I have around 100GB sitting here that I want to upload but can't.

FTP and the old SL uploader still don't work (no news there)and MM XL ... which does work ... even if it is only at 1/10th of the speed that I'm used to. It actually looks it is capped to no allow any upload speed to go over 20Kb. And while I'm the most 'vocal' one I'm far from alone.

The upload board for our community is one long string of posts about failed uploads, files that don't get processed and uploading not being possible at all. Ofcourse it's now weekend, but could we for the love of god finally see some actual and factual improvement. Something that we/I can attest to having verified and not a simple blog post stating that things have improved while in fact, at least for us, they haven't?

Mind you, my community has members sort of spread around the globe so this is not some local issue on our end.

Anonymous said...

Davo,

Found this info, very interesting read.

Streamload upgrade Goes Very Wrong; Some Users Revolt
Michael Arrington
43 comments »

San Diego based storage service Streamload is having a hellish summer.

On June 22, more than a month ago, they began rolling out “significant improvements” to the service. Users were told in a blog post that some files would become temporarily unaccessible and to expect downtime of up to two weeks. “Please rest asssured [sic] that we are doing everything possible to minimize these service interruptions” they said.

Much of what happened since then is unclear, but things clearly didn’t go according to plan. On July 1 Streamload said they were back online. On July 2 they noted some issues affecting some users. Skip to July 21: another blog post noting issues. On July 24 another update, and users are welcomed to the “speedy new MediaMax database and user interface.”

Overall the blog posts don’t signal that much chaos was going on behind the scenes, but it is clear that things were not going as well as the Streamload blog suggested. Many customers complained in the comments to those posts about file deletions, outages and lack of customer service response to their questions. At some point Streamload turned off comments and deleted all existing ones, presumably to downplay the problems.

At least one user-created blog has popped up that reprints the blog posts, adds commentary suggesting that Streamload is hiding the facts, and allows users to comment. Some of the commenters are outraged at the alleged cover up:

Mediamax isn’t just hopelessly incompetent, its corrupt and borderline evil! It’s corrupt because its still taking money for a service that doesnt work. And its evil because it must be aware of the incredible stress this is causing to so many people but its doing nothing to ease that pain. Just a few honest words of understanding on their blog would help, instead of the BS and lies they are posting.

I’ve emailed Streamload for a response to get their side of things. I’ll update this post when I have more facts.

Disclosure: I am not an independent observer of these events - I am an investor and on the board of directors of Omnidrive, which is also in the online storage space and can be considered a competitor to Streamload. If people notice other coverage of this, please leave a comment and I’ll link to it here. Until now I have only heard excellent things about the Streamload service, and I am anxious to hear their side of things.

Update: Streamload responds via email:

Hi Michael,

We appreciate your willingness to hear Streamload’s feedback. Yes, Streamload has had a tough several weeks due to two serious issues on our part.

On June 15, Streamload had a major storage problem that has caused many of our customer files to become inaccessible. They are not gone forever, but it is taking a very long time to recover all the data because of the extraordinary amount of data stored. With our current recovery infrastructure, we can “only” recover about 10 terabytes per day, but we are adding more hardware to speed this process.

Combined with that, we had another project underway to move our entire infrastructure to a new datacenter with the goal of making it more efficient and cost effective for customers. The move did not go as planned since it took longer than we anticipated and there was much more customer impact than originally estimated.

With the new data center, MediaMax is backed with an all new technical infrastructure, which is fully redundant, has more capacity, and is faster. This new transition, as challenging as it has been, will ultimately allow us to provide better service and support more customers in the future.

On that note, your reader comments are right - a better job should have been done to communicate with affected customers. Though we may not have communicated quickly or with much detail, we are attempting to actively address concerns, and are exploring ways to address this issue and improve our customer service.

Having said that, three weeks ago I took over as CEO again and will be able to monitor the service and customer needs more closely and hopefully bring back the customer satisfaction that was built since I started the company 9 years ago.

-Steve Iverson

I wont post the comments but you can read this story at:

http://www.techcrunch.com/2007/07/
26/streamload-upgrade-goes-very-
wrong-some-users-revolt/

Davo said...

http://www.orbitfiles.com

Free 6Gb or Unlimited storage for $5.00pm.
I am going to try the free one first.

Anyone used them before?

JD said...

See also
http://www.techcrunch.com/2007/08/07/nirvanix-to-challenge-amazon-s3/

It looks like there is more to the story then just technical problems.
Is mediamax used a test for nirvanix on the back of paying customers?

JD said...

Seems I have to copy the link again
relation mediamax nirvanix