Still the emails and tweets keep coming in regarding the collapse of the Ordnance Survey getamap service.
Yesterday I featured the story of Ian McDonald who had lost his service on the 5th August and still not had it up and running by the 22nd. Well, he emailed yesterday to say he still did not have access to the service. Ian is a paying customer:
Still not back on. The last contact from them was on Monday 19th August. They said that they hoped it would be fixed within the next few days. Sadly their hopes appear to have been dashed. I have received nothing since then. They only communicate in reply to my emails but have never once contacted me (a paying customer) of their own volition. Struggling to remember when I last encountered such incompetence.
Another Ian — Ian Morton — has also been having real problems. Ian oily subscribed recently and yet every time he tried to log in his is prompted to subscribe again. Eventually, customer support got back to him, only to help him solve a question that he didn’t have! Following this, the OS Twitter account got back to him to say:
@striding_ahead spoken to Customer Services & understand problem is resolved & your subscription extended. Please let us know if not.
Needless to say his problem had not been solvedPerhaps, technical support at the OS are simply overwhelmed?
This is the peak time of the year for hill walking, off road cycling and other outdoor pursuits. If the OS can’t guarantee access to paying customers now they must be in some serious trouble.
It is difficult to see how anyone can recommend this service at the present.
I’m sure OS are monitoring this. I do think it is about time that you put out a proper statement about what is going wrong. As a number of those contacting me have pointed out, other companies will gracefully admit their problems and even refund subscription charges to make amends.
I shall finish with one thought.
This is not the kind of issue that the national press will pick up. The outdoor magazines are only published monthly and are put together welling advance of the publication date; it is unlikely that they would cover this, not least because they would expect the issues to have ben cleared up by the time their copies hit the newsagent shelves. But the internet changes all of this. Anyone doing a search on the OS internet services will now come up with this stuff.
Please keep me in touch with how you re getting on. Ian McDonald talks about ‘incompetence’. I think he is right. OS has ploughed a lot of money — tax payers cash — into these services. It would seem that rather than get these services working well OS have focussed on the mobile mapping market which, of course, has been developed by their commercial partners. The mobile market is a distraction to the OS who should, in my view, focus on what they are good at. The OS is clearly not a happy ship. Search the web — band especially Twitter — and you will soon see evidence of this. There has even been a ‘spoof’ Twitter account created in the name of the OS CEO. This may have been created by an embittered employer but there rumours of some significant staff being very unhappy with the direction of this service and now maybe their fears are coming true.
Your maps may be great OS, but your attitude to your customers is pretty third rate.