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President Issues Formal Apology Over WD My Cloud Failure

Wow. We were first introduced to the WD My Cloud last fall and it seemed like such an excellent idea. Indeed, my review of the personal cloud product was generally quite positive, as it made it easy for you to have a consumer-friendly NAS that you could access anywhere you have an Internet connection... that is, unless the WD part of the network goes down.


And that's precisely what happened a few days ago. Scores of customers suddenly discovered that they could no longer access their files and documents on their WD My Cloud via a remote connection on their computers or through the mobile apps that we've seen. For regular consumers, it was quite the inconvenience. For business users, it may have been even worse and that's why WD head honcho Jim Murphy has issued a formal apology, which you can read below.

According to the My Cloud update page on the WD website, service has now been restored and you shouldn't have any more connection issues. If you still can't make a remote connection, go ahead and reboot your My Cloud and try again. Let's hope this doesn't happen again!

[hide-this-part morelink="Full Letter From WD President Jim Murphy"]
Dear Customer,

At WD, our commitment to you is reliable, secure and easily accessible storage for your most valuable content. This past week you may have experienced a service disruption for our personal cloud products. If you have been directly affected by this, I want to extend my personal, sincerest apology.

We understand how important your content is to you, your business and your family. Our customers are the reason we strive each day to make better products and services that enable you to enjoy this content. Your entire digital life must be safely stored and readily accessible, and is what makes the WD personal cloud, personal. While your data has remained safe and accessible in your home or office, the service disruption may have temporarily prevented some of you from remotely accessing that content. We've dedicated the past week to restoring your remote access as quickly as possible.

Your feedback to us has been invaluable. All of us at WD are committed to minimizing downtime and ensuring the service information we provide is valuable and frequent. We already have implemented important changes to our infrastructure and network capability. While we have validated the vast majority of your remote connections, we continue our focus on providing uninterrupted access from your phone, tablet or computer. Your content deserves nothing less.

We recognize the importance of our role in your digital life and we will continue working relentlessly to deliver the great products and services you have come to expect from WD. For more information about our personal cloud service restoration, I encourage you to visit wd.com.

Sincerely,


Jim Murphy
President, WD Subsidiary
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