Now that the euphoria over the appearance of the oft-delayed questionnaire has died down it would be a good time to take a look at Shawn's statement:
"I am very disappointed with all of those people on the IRC Chat Channel, in the forums, etc. who are trashing Cyberwings"
This is what happens when you continually miss your self-appointed deadlines. This is what happens when, after you miss those deadlines, you keep your customers waiting for days for an explanation. He has no one to blame for this but himself.
"Those of you who run hosting companies know the troubles that we face as service providers - no one is ever happy no matter how hard you try."
Obviously Shawn thinks that three weeks of downtime (and counting) is a minor annoyance, one that customers have no right to complain about.
"Luckily, the ones that are being vocal and trashing Cyberwings all over the place only represent a VERY small majority of our customer base. While we appreciate your comments, they are unprofessional, slanderous, and will not be tolerated."
Customers don't need to be professional, CEOs', even self-appointed CEO's, do. And Shawn's behavior during this month has been anything but professional. Ans I have no idea what he means when he says such comments "will not be tolerated". Perhaps he's talking about banning people from his chat room.
"We sold a service, provided it for the full 12 months from 06/01 through 06/02, and then ran into issues for the past 3 weeks which we are working through and will be fully restored by the end of August back to a normal status again."
There it is people, what you've all been waiting for. Service will not be restored "fully" until the end of August. With that little pronouncement Shawn is hoping to buy himself another 5 weeks.
"We did something that no other hosting company has ever done - made other hosting companies talk amongst themselves."
And the talk wasn't good, that's for sure. I wouldn't brag about that. Cyberwings has become the textbook example of how not handle an interruption in service. They have become the textbook example in bad customer relations.
"we will not tolerate the harassment & slander that we are being subjected to. ... If you do not want to stay with us, follow these refund instructions, get your refund, and please find another host ... "
Many of those people who are making what Shawn calls slanderous comments want nothing more than their money back. They have been waiting patiently. They have jumped through all the hoops that Sean and company have asked of them. If they get their money back they'll be more than happy to move on.
"Cyberwings will NOT be taking on ANY new customers until the Rebuild Project is 100% complete"
Well that's going to upset those who signed up during their "pre-launch" sale.
"Cyberwings is prepared to issue all refunds that are requested. Please go to our HelpDesk at
http://helpdesk.cyberwings.com and file a trouble ticket to get your refund.... Only refund requests inside our HelpDesk, under the proper department, and with ALL requested information, will be processed."
Now he's telling the people who have already filed for refunds, using the process that Cyberwings outlined during this downtime, that they must jump through yet another hoop in order to get their money back. That's certainly not good business, and it's just plain wrong. He's already made them ask for refunds through email, to two different addresses yet, and now he's making them ask again? That's just wrong. he should process teh requests he already has, without any further delay.
"At that point our responsibility to you is done and you are asked to not return to our services in the future."
During this downtime Shawn has repeatedly said that people requesting a refund would be able to return to Cyberwings, only at the new increased prices. Now he's saying they're not welcome back (as if they would even think of giving him their money again). Now he's acting like a pouting, petulant child.
"We will have 100% of all refunds processed & mailed by August 9th, 2002."
There it is, the final date for mailing of refunds. That's not going to make the people who have already been waiting over 10 days happy.