Australian Newsagency Blog

A blog on issues affecting Australia's newsagents, media and small business generally.

Network Services update

Mark Fletcher
August 1st, 2014 · 32 Comments

All should be okay for newsagents accessing netonline today as per this update from the company this morning:

All systems are now pretty much back on track. The delivery files due this morning for Monday’s onsale will be going out through the normal gateway channel in the next hour or so. Yesterday there were also a few customers who had still not downloaded their early file for yesterday’s onsale, but these have now also gone out.

Any returns files submitted via XIT should now also have come through to us – there may be some processing backlog on these, there will be a confirmation email sent once these are processed.

Our Netonline website is also back online.

5 likes

Category: magazine distribution

32 responses so far ↓

  • 1 MAX // Aug 2, 2014 at 6:59 AM

    Has anyone received their network services files for Monday yet ? I normally get mine early. Network sent an email as well as a message on Xchangeit saying they would arrive Friday. Still not here …..

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  • 2 Mark Fletcher // Aug 2, 2014 at 7:07 AM

    Max give XchangeIT a call today and check or the Network Help Desk. Given what has happened this week they should be in and working – that’s what good customer service would be. If they are not, feel free to call the Tower help desk as they are in today and they would have some things to check.

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  • 3 MAX // Aug 2, 2014 at 8:16 AM

    Network help desk not working today.

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  • 4 Mark F // Aug 2, 2014 at 8:20 AM

    Mark, still no files from Network. Have called Network and XchangeIt. No one at the help desks in either case. Have left message at Tower support.

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  • 5 shauns // Aug 2, 2014 at 8:22 AM

    No files here yet and as Max stated the XchangeIT screen states it was up and running on Friday .

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  • 6 Mark Fletcher // Aug 2, 2014 at 8:27 AM

    I have emailed senior Network management as well as XIT.

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  • 7 MAX // Aug 2, 2014 at 8:28 AM

    Thanks guys, at least I know it is not just me !!!

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  • 8 Judy // Aug 2, 2014 at 9:38 AM

    still no edi files received here.

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  • 9 DM // Aug 2, 2014 at 10:14 AM

    No Files here yet.

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  • 10 May First // Aug 2, 2014 at 11:18 AM

    No files here yet

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  • 11 John Sisam // Aug 2, 2014 at 12:02 PM

    No EDI files yet received and no-one answering at Network!

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  • 12 Mark Fletcher // Aug 2, 2014 at 3:15 PM

    Gee this frustrating. many of you do not have files for Monday who would usually have them by now. I cannot raise a response from Network. One of the Tower experts has looked at this for a bunch of people today and there is no evidence of any file being received on any system he looked at meaning the problem is at the sender end. hence the need for network and or XchangeIT to be involved. It sucks that these businesses do not provide reasonable support coverage.

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  • 13 MAX // Aug 2, 2014 at 3:30 PM

    Since I have all my Gordon and Gotch files, they will be going out first. Network magazines, which it looks like I will have to manually input, will have to wait until I have had my coffee. Take note Bauer, Lovatts and Universal as well as the rest.

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  • 14 Mark Fletcher // Aug 2, 2014 at 4:16 PM

    Max you make an excellent point. I might let the other publishers know.

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  • 15 John Fitzpatrick // Aug 2, 2014 at 6:26 PM

    Mark,

    No XIT Files in SA do you have a number to call, in the past we could call DJ.

    Thanks

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  • 16 Mark Fletcher // Aug 2, 2014 at 9:06 PM

    John I have escalated through network and Bauer but o response so far. DJ is on annual leave and uncontactable until mid this month.

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  • 17 Mark Fletcher // Aug 3, 2014 at 6:36 AM

    I have received a response that someone from Netwprk will look ion this today.

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  • 18 Julie // Aug 3, 2014 at 7:48 AM

    What a waste of time and energy thinking that it was my system at fault when Network and Xchangeit said everything was ok.

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  • 19 Mark Fletcher // Aug 3, 2014 at 8:50 AM

    Julie there is sufficient evidence to suggest that there are issues at Network’s end causing this.

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  • 20 subaru // Aug 3, 2014 at 9:21 AM

    So when they couldn’t get the files out via exchangeit the other day they still managed to email them to agents.
    Can they do the same again?
    This is pathetic network!

    0 likes

  • 21 Annette // Aug 3, 2014 at 10:34 AM

    Still no files here. Wake up Network, this is absolutely unacceptable!!!!!

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  • 22 Mark Fletcher // Aug 3, 2014 at 11:12 AM

    Network just fixed it.

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  • 23 Brett // Aug 3, 2014 at 11:35 AM

    FILES ARE ARRIVING

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  • 24 Mark Fletcher // Aug 3, 2014 at 2:22 PM

    Great to hear Brett. It is frustrating that it too a bunch of emails to get their attention. Appalling customer service from a business that should know better. And no apology forthcoming.

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  • 25 Dennis Robertson // Aug 3, 2014 at 3:33 PM

    Mark,

    Files now received + an apology.
    Greatly appreciate your work/efforts/input to this fix.

    Early/timely communication when things go wrong is rule 101. Bauer management have learnt nothing since the last time this happened. If I recall correctly it was you who made them aware of a problem that time as well. It was also an issue that occurred on a weekend with no CS available at NW.

    Again many thanks.

    Warm Regards Dennis

    1 likes

  • 26 Mark Fletcher // Aug 3, 2014 at 3:45 PM

    What frustrates me Dennis is that I could have done nothing and they would have done nothing. What angers me is that I had to escalate it many times before they acted.

    Yes, they have learnt nothing.

    They should have been working yesterday – moping up from their mess of last week.

    I am slo surprised that all other software company representatives appear to have been asleep at the wheel on this. This is an example of where scale matters to our channel.

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  • 27 Brett // Aug 3, 2014 at 5:49 PM

    This whole affair has been instructive. It lets us know, as a group, exactly where we stand with the distributors – nowhere.

    It shows the level of care put in by one of the major players in the magazine industry – none.

    It shows publishers exactly who cares about the product – us.

    And finally it shows what button we need to push to get action – public shame.

    Kudos to Mark.

    4 likes

  • 28 Mark Fletcher // Aug 3, 2014 at 9:18 PM

    Thanks Brett. The leadership of Bauer Media and Network Services failed newsagents this weekend. It’s not the first time and will not be the last. While they are quick to tell others what they are doing wrong, they are slow to get their own house in order.

    It’s frustrating.

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  • 29 Richard // Aug 4, 2014 at 6:41 AM

    We must demand that a procedure is put in place so that as a 7 day business we can contact the appropriate person to take whatever steps are necessary. If our software company has a procedure that enables them to be contactable whenever we trade then in case of a major failure like this weekend so should our major suppliers. Surely Xchangit should have noticed the lack of traffic on Friday.

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  • 30 Mark Fletcher // Aug 4, 2014 at 6:45 AM

    Richard this is an EPIC FAIL on the part of each party involved in getting invoices to newsagents. If this plays out like some past situations, no one will own the failure. The are quick to complain about newsagents and slow to deal with their own weaknesses.

    Publishers who distribute through Network should be frustrated.

    0 likes

  • 31 David // Aug 4, 2014 at 8:10 AM

    Just a note to say thanks to Mark! It’s great to have somewhere we can get accurate info. As with everyone else I am consistently appalled how as newsagents we are treated by a company who should be a partner to us all.

    1 likes

  • 32 Gavin Williams // Aug 4, 2014 at 10:55 AM

    We at Tower have been informed that there are a couple of remaining outstanding issues with Network from the past week.

    NETWORK have informed that

    – Today’s returns form files have not yet been sent. We have emailed newsagents to advise of this, and will advise again once we have an ETA.

    – A few customers who submitted returns on 30th July who have not yet received confirmation. You’re welcome to redirect any customers calling about this to us (NETWORK). We’ll ask them to search their Archived or Unsent Files folders in XchangeIT, and if they can see it there, they can resend it; otherwise we’ll ask them to print off a POS printout of their return and email or fax it through to us.

    1 likes

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