Does this sound right? We are going to complain that this bill shouldn't be paid. I won't yet name the company as I hope to work it out and not have to pay it.
This is the email from our IT guy to me on how it took from Tuesday noon to Friday morning to have someone go to their data centre for $800 to reset our password that no one knows how it got altered or if it was some sort of hacker. No damage done but two IT lost that time for updating.
My plan is to write the management of this outfit and see if they too think resetting a password should cost $800 and take over 2 and 1/2 days.
Called tech. support and asked for resetting the password on Apr. 15 Tuesday around lunch time, the person didn't know how to handle such request and said she will call back when she got the details. No one calls back after 2 hours, we made another call to the tech. support, different person took the call and again said will get back to us with the details. She calls back and said for resetting the password a form has to be filled and it will cost $800 and promised to email us the form today as it was indicated it is a very urgent matter. We also asked the person why the password was changed as no one in our company had changed it. She said she didn't know as <snip> wouldn't change it. We didn't receive the form after hours of waiting and made another call to tech. support around 7pm and requested for the form once again.
On Apr. 16 Wednesday, no form was received in the email box, gave tech. support a call again and asked them if they can fax us the form instead as we waited for the whole day and did't receive anything in our email. We finally received the form thru fax and fill out the information and faxed it back. We gave tech. support a call asking them whether they received the fax or not, the person said the fax would go to another department, so they had to check and said they will give us a call if they DID NOT receive it. No phone call was received.
On Apr. 17 Thursday, we gave tech. support a call in the morning asking what was the status, and they said they hadn't received the fax form. We complained about why we didn't receive a call when they promised they will call back if they didn't got the fax. We faxed the form again and called to confirm whether they received it. We asked how long will it take to reset the password now that they got the form and asked again why the password was changed in the first place. We were horrified and frustrated that the password got changed without any reason or suggestion on prevention provided and that it took so long and so much money to get it fixed. And we were not sure when this will happen and we'll have to pay the fees again.
The password was reset on Apr. 18 Friday
We got the attached invoice on Apr. 19 and an overdue reminder on May 4 and a phone call on May 9.