PPPPPP- FUBAR

Sparky2

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My main email for the past 19 years has been a Network Solutions product.
I pay a small fee for the domain names of my own name in the email, the domain name for the band, and a website for the band.

They recently 'upgraded' my email product to the 'Professional Email' version.
You guessed it.
It's irreparably broken.
I have not received an email for over two weeks.
No updates on items being shipped to me.
No contact from companies with whom I'm doing business.

Worse yet, 19 years of archived emails are gone.
Gone, baby gone.

I have been on the phone with these people every few days, and chatting with their Tech Support about it on the odd evenings.
"Please be patient, it should be working fine in 24 to 48 hours."

If they ever get me my archive emails back, I'm storing them safely, and then cancelling out all products and services.

In the end, they owe me a big, big refund.

😐
 

burntfrijoles

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Update #2: The system is down again. No projection for resolution.

First, I'll cut them a lot of slack. Things go wrong that you could not have planned for.
Oh absolutely. There are always glitches, unexpected circumstances, etc. After the system is finally up and functioning I imagine there will be more than a few bugs in the system that will take time to identify and correct.
These are complex systems. Friday to monday is shrug worthy.
Well now it's Tuesday. Personally, I don't think it's "shrug worthy." Although I am sure Banking is a complex system etc, it's not like you have to reinvent the wheel in terms of it's basic functions. The system requirements should be pretty evident. I don't imagine that the Credit Union developed their own system in-house but rather selected a vendor with expertise and a number of successful installations. In health care systems there are two very dominant vendors of health information systems and a few others that are quite established. I've been through four major conversions in these complex systems and two went smoothly. One was compromised by and inadequate host system (which was predictable and should have been anticipated by IT management) and the other was a failure of piss poor planning and an almost laissez-faire approach by IT. In the latter instance, one department performed well because they had excellent planning and were well trained.

Prior IT project and program manager here, just want to say it absolutely doesn't.
Oh, I think you have to have excellent preparation, testing, training and execution but that is part of planning. I spent the last 6 years of my career as an informatics specialist in healthcare. IMO, our conversions, enhancements, new functionality, new interfaces with other systems went well when we had excellent planning, testing and training. Unfortunately that didn't always occur and they were usually result of bad preparation. I'm quite sure that healthcare is just as complex as financial systems.
 

unixfish

Doctor of Teleocity
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Northeast Ohio, USA
We took over my mother's finances a couple years ago. She is with a very small, regional bank with less than 20 branches. Their online system is horrible and slow.

Banks purchase online banking programs and configure them for their own systems. Small banks - and probably credit unions - purchase what they can afford, and they seem to save money by limiting the number of front end and middleware servers they have. On top of that, the back end / back office gets exercised harder than is uses to be, and becomes slow and unresponsive.

The cost is never just the software. It is software, and updating the entire infrastructure to accommodate the extra load. My guess is your credit union is finding out just how much of a load these online systems are placing on their infrastructure.

Good luck.
 

getbent

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San Benito County, California
Update #2: The system is down again. No projection for resolution.


Oh absolutely. There are always glitches, unexpected circumstances, etc. After the system is finally up and functioning I imagine there will be more than a few bugs in the system that will take time to identify and correct.

Well now it's Tuesday. Personally, I don't think it's "shrug worthy." Although I am sure Banking is a complex system etc, it's not like you have to reinvent the wheel in terms of it's basic functions. The system requirements should be pretty evident. I don't imagine that the Credit Union developed their own system in-house but rather selected a vendor with expertise and a number of successful installations. In health care systems there are two very dominant vendors of health information systems and a few others that are quite established. I've been through four major conversions in these complex systems and two went smoothly. One was compromised by and inadequate host system (which was predictable and should have been anticipated by IT management) and the other was a failure of piss poor planning and an almost laissez-faire approach by IT. In the latter instance, one department performed well because they had excellent planning and were well trained.


Oh, I think you have to have excellent preparation, testing, training and execution but that is part of planning. I spent the last 6 years of my career as an informatics specialist in healthcare. IMO, our conversions, enhancements, new functionality, new interfaces with other systems went well when we had excellent planning, testing and training. Unfortunately that didn't always occur and they were usually result of bad preparation. I'm quite sure that healthcare is just as complex as financial systems.

You are right.
 

SuprHtr

Tele-Afflicted
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Rocket City
1652798041313.png
 

TeleTex82

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Out there
My wife recently switched careers to cybersecurity and the stories she tells me about her firm's clients and their systems are shocking.
 

burntfrijoles

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My guess is your credit union is finding out just how much of a load these online systems are placing on their infrastructure.

Good luck.

Thanks for the good wishes. My credit union's prior on-line system was actually pretty decent. It wasn't inferior in any way to the system I had at Bank of America. I guess sometimes "new and improved" is just new and not so much "improved".

I was able to log into the system to check my balances but the system timed out before I could do much. The closest branch is about 5 minutes away. I could drive there faster than I can sign in online.

This really decreases my confidence in their abilities. If it wasn't such a hassle to change direct deposits and other links to my retirement and investment funds, I'd consider moving my accounts. I will just wait it out and pay some bills at payee websites in the meantime.
 

Flat6Driver

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One of the great fallacies of the modern MBA program is the philosophy that “you don’t need to know anything about what your company does, you just need to know how to manage.” Why you could manage a shoe company one year and a hospital the next year! No problem! Managers are cogs that can be picked up and just inserted anywhere else at will. Wanna manage a baseball team, but don’t know the first thing about baseball? No problem! The extension of this philosophy is that employees and their departments are also just replaceable cogs. Save money, get cheaper cogs. I have worked in several companies that outsourced the maintenance on their machines—to the lowest bidder of course. Uh, like an outside company is now going to have an incentive to improve your company’s performance by finding ways to improve these machines? Same way with IT.
Senior management doesn’t realize usually that one of a company’s biggest assets is the collective knowledge that’s preserved inside the company. They don’t realize that employees who actually work for the company have a vested interest in keeping the company running well.

I'm guessing you have little to no experience in either
We took over my mother's finances a couple years ago. She is with a very small, regional bank with less than 20 branches. Their online system is horrible and slow.

Banks purchase online banking programs and configure them for their own systems. Small banks - and probably credit unions - purchase what they can afford, and they seem to save money by limiting the number of front end and middleware servers they have. On top of that, the back end / back office gets exercised harder than is uses to be, and becomes slow and unresponsive.

The cost is never just the software. It is software, and updating the entire infrastructure to accommodate the extra load. My guess is your credit union is finding out just how much of a load these online systems are placing on their infrastructure.

Good luck.

I bank personally with a Credit Union and Capital One that bought out my local bank chain. I bought some property out of state to run an AirBNB. I borrowed the money from a bank in that state and set up an account to manage it all. My wife does the home banking and I manage this. They have a great system that interfaces with quicken. If I have a problem, I can call and get an actual human being and they will call me back. Yeah, the don't have a "cafe" in the big city, but the small town feel is so much better.
 

PhoenixBill

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I'm guessing you have little to no experience in either


I bank personally with a Credit Union and Capital One that bought out my local bank chain. I bought some property out of state to run an AirBNB. I borrowed the money from a bank in that state and set up an account to manage it all. My wife does the home banking and I manage this. They have a great system that interfaces with quicken. If I have a problem, I can call and get an actual human being and they will call me back. Yeah, the don't have a "cafe" in the big city, but the small town feel is so much better.
You guessed wrong.
 

burntfrijoles

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They should have done a better job, but I think you want them to take their time vs plow through now that you're here.

Oh absolutely I want them to get it right. I would guess that this project is about a year behind schedule. It was supposed to roll out early last year, which could have been related to the pandemic. I was skeptical about this transition but I didn't think it would be this eventful. I am sure they are working their asses off to correct the issues and I am sure some folks are worried about who will get blamed for the project.

As I said, I've been involved with successful "go-lives" either for a new system or a transition and I've witnessed a couple of clusters. Even in the successful ones there are unanticipated issues but they were manageable.

The first IT director that I had dealings with (40 years ago) would always say "It's a piece of cake" but he got the axe because upper management grew tired of the number of times the "cake" gave everyone food poisoning. When I retired 8 years ago, caveats and lower expectations were created to soften the blow should anything go wrong. Feces happens.
 

kylejf90

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NY
As someone who worked in a bank call center so-called upgrades and things like this happened I hope everyone takes a beat and remembers that the customer service person who's head you're about to bite off had nothing to do with any of it.
 

nojazzhere

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It would be pointless to call them.
I respect and admire those here that work in IT.....they are far smarter and capable than me in dealing with this stuff.
But the huge point that always seems to be missed is....these banks and institutions are SUPPOSE to be the "professionals"........the finest of their type. Why can't they work out the bugs (and please don't tell me they "can't") BEFORE they go online or active with a new system? Why expect ME (as customer) to have any confidence or faith in YOU (as the company) when you can't, at the VERY least, continue a service at least as well as it has operated for years? Are we just viewed as lab rats, to be experimented on? Is it any wonder that something like a Telecaster is still so popular almost seventy years after inception? It's tried and true, and needs no "improvement". ;)
 

feldkeen

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Lutz
That reminds me of a recent upgrade to a guitar forum. Kind of anyway.
 




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