Missing Emails

We use Google to send and receive our email, the way their system works is cool: whenever an email is sent or received our computers "see" the other commpany's computers, this means that if an error occurs, we know instantly. This in turn means that the only way an email can get lost is if is is still on our servers, or still on their servers.

Since using Google 100% of our emails have been sent immediately, and reach the other company's servers within a second or two. job done

In 2007, helpdesk received 20 calls a day about missing emails, in the last 12 months we have received 4 reports, which all turned out to be faults with the customer's systems; having said that...

I've sent an email that hasn't arrived at the other end, and my contact has phoned me to ask where it is

  1. I have received an error report.

    • My email was rejected, and I should forward the error onto helpdesk, but in 99.99% of cases it is the customer's IT system, and we recommend you call to alert them.
  2. There was no error report, the email just never made it

    • This one is easy - If it truly has gone missing, it will be inside our building (2% of the time) or inside their building (98% of the time)
    • If it is a problem with our systems we will already be running around like headless chickens because we are alerted to issues of this kind.
    • If it is a problem with their system all you can do is call them as a gesture of good-will.

Someone says they've sent me an email and it hasn't arrived

  1. They have received an error report giving them some info.

    • Their email was rejected. Please ask them to read out the error report to you, or pop them through to helpdesk on 2111
    • But occasionally we make boo boo, which an be fixed within 30seconds
    • 99% of the time it is an IT problem at their end, and we will ask them to contact their IT helpdek
  2. There was no error report, their email just never made it

    • This one is easy - If it truly has gone missing, it will be inside our building (2% of the time) or inside their building (98% of the time)

As you see, nearly all of the time, Microlease plc is not at fault, it really is as simple as that.

It is therefore left to you to decide whether to help your customer by letting them know they have an email issue.

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