[amayausers.com] Re: SanMar's Apparent Meltdown
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- To: amayausers@xxxxxxxxxxxxx
- Date: Tue, 25 May 2010 19:00:15 UT
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Hi all, for those who haven't received this I thought I would post a copy, as
John Said before, I'll bet some IT guy or two lost there jobs over the new
software install. but I think it says a lot about San Mar in the way they
handled this nightmare
especially thinking how much money they must have lost and customers that won't
stand for the inconvenience... here it is. Ron
"May 25, 2010
Valued customer,
I?m pleased to report that we?ve recovered from last week?s software failure.
After working through the weekend and adding extra shifts, we expect to be
fully caught up with the order backlog in all warehouses by tomorrow.
Our team of system engineers worked to precisely trace the cause of our system
issue. We determined that a third-party software application caused resource
conflicts, which resulted in a system shutdown. In response, we have now
completely erased this software from our system, so this issue will not happen
again. Before loading this new software, we went over ten years without our
system being down for a day, and we?re committed to preserving that good
record. We understand the impact our system has on your business, so
maintaining an operating system that provides consistent, reliable service is
absolutely our top priority.
Working towards that goal, last Thursday we began running an internal campaign,
?Make it Right.? Because this issue affected many of your businesses, I?ve
authorized our Customer Care Center to make it right. I know there are some
things we can?t fix, but we?re doing everything in our power to correct what we
can.
If you feel you were wronged, and we haven?t already fixed the problem, please
let us know what we can do to make it right. E-mail me at martylott@xxxxxxxxxxx
I may not be able to personally answer every e-mail, but a dedicated team will
be promptly responding.
Sincerely,
Marty Lott, President"
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