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yes please gregg, please forward to mozilla legal<br>
i have also added tb-planning where the thunderbird council hangs
out!<br>
cheers!<br>
...Roland<br>
<br>
<br>
<div class="moz-cite-prefix">On 2015-06-16 7:58 PM, Gregg Lind
wrote:<br>
</div>
<blockquote cite="mid:5580E260.3060302@mozilla.com" type="cite">
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<div class="moz-cite-prefix">I am actually a little tempted to
forward this particular on onto Legal. Thoughts?<br>
<br>
GL<br>
<br>
On 6/16/15 8:04 PM, Karen Esterly wrote:<br>
</div>
<blockquote
cite="mid:CALJDMg1fq9uoXvnyFPLF3gmjKbTMvuBHyo_YWJcnDa=swE_H=g@mail.gmail.com"
type="cite"><br>
<br>
---------- Forwarded message ----------<br>
From: <b>Wes Holmes</b> <<a moz-do-not-send="true"
href="mailto:ready4rocks@cox.net">ready4rocks@cox.net</a>><br>
Date: Tuesday, June 16, 2015<br>
Subject: Recent Experience<br>
To: <a moz-do-not-send="true" href="mailto:wpr@mozilla.com">wpr@mozilla.com</a><br>
<br>
<br>
Dear Sirs,<br>
<br>
I am writing to you regarding a recent experience I had with
your tech support. On May 12, 2015, I was having a problem
with not being able to send an email. I have a Cox email
address, but it is setup thru Mozilla Thunderbird. I first
contacted Cox Communications. They checked out my account and
found everything to working properly and recommended I contact
Mozilla, which I then did.<br>
After explaining the problems I was having, I was transferred to
your tech person, Menish ( with Tech Help Experts ) he asked
if he could go into my computer remotely. I agreed. Three
hours later, and no closer to a solution, I was told they would
have to continue diagnostics the following day. I called them
when I got home from work and once again, Menish worked remotely
thru my computer for another three hours. He told me there was
a serious security breach in my email account.<br>
He said there was evidence of someone looking into my email over
1500 times. I said that was the number of emails I currently
had on the account. He said every time I went into my email, I
was in danger of all of my personal information being open to
theft. But, I was not to worry because he recommended I
purchase their two year software protection plan and one year of
tech support in the amount of $449.99. So I did.<br>
He continued to work on my system and called me later and asked
for me to try to send an email to see if the problem was
resolved. I was able to send it and the problem seemed to be
fixed.<br>
<br>
Several days later, I was having the very same problem, of
not being able to send an email. I called Tech Help Experts
again. They once again, went into my computer remotely, for
another 2.5 hours. During this session, I realized that all but
102 of emails were missing. I went from 1563 emails, to 102. I
called Tech Help Experts again and spoke with Floor Supervisor
Ankit. He said they did not delete any of my emails and there
are 102 emails on the account. I have had this email account
for many years and everything older than April 29th, 2015 was
gone. My address book contacts as well as my emails were
missing. He asked to go into my computer to investigate. At
7pm that evening, Menish said he had contacted Cox
Communications, and that they were having a security issue and
to give them 24 hours to rectify the problem. That was on May
19th.<br>
On May 20th, the next day, I still did not have my emails and
contacts replaced, and I was told by Tech Help Experts, there
was nothing they could do and that I should call Cox to try to
retrieve the emails from their archives.<br>
I immediately contacted Cox Communications and explained what
had happened. They told me they had no record of any such
security issues, and that they had no record of being contacted
by Tech Help Experts.<br>
And unfortunately, they do not keep emails in an archive.<br>
<br>
Furious, I called Tech Help Experts and demanded answers as
well as a refund. And after much debate, they agreed to a refund
and I have received it. They were seemingly unconcerned and
gave an insincere apology. But more importantly, I am concerned
about my missing information.<br>
<br>
This company, Tech Help Experts, represents Mozilla
Thunderbird. This is the most unprofessional and misleading
company I have ever dealt with. And now, I have the added
threat and fear of all of my personal information being
compromised because they now have my passwords. I have found
out since, that any reputable company will not ask you for this
information. But I believed I was working with Mozilla, which
seems to be reliable in the industry.<br>
I am a business owner myself,. And I'm sure we would both agree
that we are only as good as the people we have working for us.
My experience with Tech Help Experts warrants an investigation
on your end. Especially because they asked us for our
passwords. I do not expect things to be resolved on my email
account, but I would like to receive a response. I would like
to know that my letter was at least read.<br>
<br>
I just went online to get your email address to send this
letter to, and was shocked to find your Mozilla Support website
has a section asking for people to volunteer to be support
techs! Aren't any of your employees vetted?! This is
unbelievable.<br>
<br>
Phyllis Holmes<br>
<a moz-do-not-send="true">Ready4Rocks@cox.net</a><br>
<br>
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<br>
<br>
<br>
-- <br>
<div dir="ltr">
<div><span style="font-family:georgia,serif">WPR Site Services
Supervisor<br>
Mozilla<br>
Vancouver, BC<br>
<span><span><a moz-do-not-send="true"
href="mailto:kesterly@mozilla.com" target="_blank">kesterly@mozilla.com</a></span></span><br>
1-778-785-1540 x422<br>
</span></div>
<span style="font-family:georgia,serif">@MozillaYVR<br>
</span></div>
<br>
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