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ASPH
Admin SMB Plant Hire

1 reviews | Active since Jul 2024

30 Jul 2024, 13:53

"Missing" Emails

We had email issues from Sunday 21/07/2024. On Monday 21/07/2024 most of our email address was gone. We did get assistance and the accounts were re-instated. We then noticed that on 2 of the email account that ALL the emails prior to the date (21/07/2024) is missing. As Murphy would have it this is 2 of the most important email accounts as one of them is that of our CEO. I have been struggling since then to get back ups or the email accounts restored with no luck. I logged a ticket and in a matter of nearly 24 hours not received any feedback. In the past week i have been.

After 14 calls and nearly 3 hours (Yes. i have counted it) The only feedback i receive is that the matter has been escalated.

PLEASE ASSIST TO GET ACCOUNTS SORTED.

0
Replies (3)
1-grid
1-grid's reply30 Jul 2024, 14:09
Official
Hi Admin SMB Plant Hire,
Thank you for bringing this to our attention. I'm really sorry to hear about your experience with us, and that this has not yet been resolved.

We would like to assist you with this ASAP, and are committed to getting an efficient resolution for you soonest.

I have arranged for one of our Support Agents to contact you to discuss the matter with you, and to resolve your query.

When you speak to our Support Agent, they will give you my personal contact details so that you can reach out to me directly to let me know if the issue has been resolved, or if there is anything else that you still require assistance with. 

Kindest regards,
Natalie from the 1-grid Team 
ASPH
Admin SMB Plant Hire's update31 Jul 2024, 10:03
Reviewer Update
I did receive a call yesterday at approximately 14:00 and was told i would get feedback within an hour.

STILL WAITING FOR FEEDBACK.
1-grid
1-grid's reply31 Jul 2024, 10:12
Official
Hi,
Thank you for bringing this to our urgent attention. I'm really sorry to hear that you never received a follow-up call as promised after 2 p.m. from our Team yesterday. 

I have further escalated this to our Technical Support Team, and have requested that they urgently provide an update on the progress of your query towards a resolution. 

I will also personally further extend a follow-up with you again by 10:30 a.m. as I am collaborating with our Technical Team, and will be in touch with you with an update.

Kindest regards,
Natalie from the 1-grid Team