A Big Fat Apology


On Saturday, an email campaign that we were testing went terribly, terribly awry. (Think Hal taking over in 2001: A Space Odyssey.)

If you received an email message (or many, many messages) from us about your account status, kindly disregard it. We’re terribly sorry for any confusion or inconvenience this might have caused. In the annals of Email Marketing Fiascos, this ranks right up there, and for that we’re embarrassed and appreciate your understanding.

If you’d like additional information, or have some questions, please check out our frequently asked questions here.

Sincerely,

Dave Hagan
President & CEO

About Dave

With over 20 years' experience in the cutthroat telecommunications arena, Dave has developed a knack for adventure -- and a need for speed -- in the boardroom, on the road and in the wild. An avid motorcyclist and vintage racecar driver, Dave is right at home in LA -- and he loves the fact that only a couple hours separate him and a good wine tasting in Napa Valley!
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11 Responses to A Big Fat Apology

  1. I just ignored the original messages I got, but then the one I had this morning was quite troubling because it kept referring to “http://links.mkt866.com/” which totally looks like a spam or phishing scenario – I expected boingo.com. I then went back to the original messages to investigate further.

    I recommend you look into “real-application” testing, database encryption and related technologies from enterprise software companies like the one I work for – Oracle.

    Obviously the information you’re tracking in the database then exposing to clients via email seems a bit risky from a few standpoints at first glance – actually I don’t really want you to track much if any of my confidential information. I would like to opt out.

    If you’re not already you could be using the software that scrambles data and builds internal test cases as well as locks out most groups from viewing real production data.

    Anyways I just thought if I was going to complain it was better to offer solutions to consider if not already in-place.

    William

    • Baochi says:

      William: thanks so much for your helpful suggestions. I have forwarded your note to our technical team.

      To put you at ease: we are not phishing or tracking personal information that can be exposed to others in any way. We’re well aware of and utilize encryption technologies and a myriad of other techniques to protect customer information. In fact, we take great measures to maintain PCI compliance. Also, hopefully, you will be relieved that we do in fact use Oracle products for our billing system and most of our databases.

      You can bet that we are working intensely on corrective action to see that this email snafu never happens again.

      Again, thank you very much for your helpful advice as well as your understanding.

  2. Twitter Comment


    Boingo CEO’s “big fat apology” for spamming his customers with a “data dump”. [link to post]

    Posted using Chat Catcher

  3. Rick says:

    Kudos for quickly admitting the error and responding back. In this world of low latency communication this can sometime happen….

  4. Kelly says:

    Dave, thanks for the note; I was wondering what that was all about… Apology accepted!

  5. Rob says:

    When I saw the “Test Ad Hoc Template” subject, it was pretty obvious that it was someone’s big “oops” moment.

    No worries.

  6. Gord says:

    So will you be converting all Unlimited Accounts to “As You Go” status? Seems odd this message would in testing.

    • Baochi says:

      Hi Gord: the test email you received is for future communications with customer who wish to change their account from Unlimited to AsYouGo. We have no plans to force our unlimited customers to convert to a pay-as-you-go plan. Sorry again for the confusion.

  7. Dave,
    I got the strange email and then got your apology email. Thank you for admitting and explaining the mistake. I joined Boingo because of the great service, now I recommend the
    Boingo because of the human face you showed during a crisis.

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