GNI Newsletter December 17, 2009
Seasons Greetings to all Friends of GNI:It's hard to believe we are nine days away from Christmas, ten days from Boxing Day; with the New Year just around the corner. While it's nice to reflect on all of our accomplishments (and challenges), there will be plenty of time for this before we close the books on 2009.
The purpose of this Newsletter Update is business; all non-sense to be put aside for the moment.
1. Delayed Posting of Deposits. As evidenced by the voluminous amounts of Email and Support Requests received, most customers realize roughly 85% of all Payment Processor (PP) to E-Wallet deposits, have not posted. Between the 14th of December until earlier yesterday (December 16th), there have been some intermittent technical issues impacting the downstream users, warranting our recommendation that users loose the extra layer of encryption (https) down to (http) for a few hours at any one time. In so doing, we lost our API feature which would post your deposits to your wallets etc. Therefore, all of these deposits must be posted manually, the process of which is currently underway.
We truly apologize for the inconvenience and couple days of lost revenue...we're working on these as a priority.
2. Support Functions. Many of you, rightly so, are not sure who is responsible for what tasks associated with Customer Support. It is our desire to have all support cross-trained such that staff can take a day off from time to time without any significant reduction in service to the customer base. While this may be true in a perfect world, the realities are such that we need to have a manageable direction so ensure a smooth flow of communication and information exchange.
In addition, we are making some adjustments in staffing responsibilities to better serve the project as well as the needs of all persons, principals and clients alike. Therefore, effective immediately, Lim and Rumiko will be on the front lines handling Support Requests. Debbie will be handling all Email and PP Change Requests. In addition, (and at the time of this writing, she does not know this yet), she will be responsible for missing payments, account adjustments and other associated matters affecting your account. Given the complexities associated with this additional responsibilities, please refrain from contacting her in this regard as this is a transitory process and her responsibilities at the "Change" desk are critical and cannot be mitigated. Todd will oversee the team and, in Robert's absence, answer on his behalf those issues he can, is able and most importantly, is authorized to.
3. Reporting an Issue. There is a right way and wrong way to report a problem. The way to report an issue, whether it's account specific, or Program specific, needs to be thought through carefully BEFORE the problem is reported. Some things to consider are:
a. The severity of the problem (a missing or late interest payment not withstanding)
b. Should this problem be misunderstood, or if it is correctly understood, does the reporting have the potential to cause panic, necessarily or unnecessarily (and this is not a request to stymie the flow of information...
c. Does the reporting of the situation have the potential to violate our Privacy Rules or the Terms & Conditions you agreed to abide by when signing up for GNI?
These are by no means the exhaustive list you need to consider. BEFORE contacting support, it is always a good idea to got to our forum http://www.gniforum.com (be sure you have already signed up) to see if there is anything about your issue that is consistent with current subjects of discussion.
Always use common sense and discretion keeping in mind, anything said on the internet becomes a permanent entry. If there is nothing on the forum that relates to your issue, proceed to your back office and complete a Support Request.
If you are unable to login, go to your email where you have the option of contacting either Rumiko at GoldnuggetinvestCS2@gmail.com or Lim at GoldnuggetinvestCS4@gmail.com.
Support's focus will be on the Support Desk, NOT the emails. Please keep this in mind.
If you are not getting satisfaction and have made multiple attempts to reach the Support Desk via Ticket and Email, or if this is an emergency situation, you may contact Todd at GoldnuggetinvestCS@gmail.com.
PLEASE DO NOT contact Robert unless you have made prior arrangements with him to do so.
If this procedure is not adhered to, it disrupts our workflow...Truly, your cooperation is greatly appreciated.
4. Email Notifications of Interest Payments. Within 24 hours of the publishing of this Update, the script will begin generating, then forwarding, an email each time GNI generates an Interest Payment. What this means is the following: If you have 50 Rollover Plans in effect at three dollars a piece, you will be receiving 50 emails each day when the script makes the payment to you. If you are overwhelmed, it is strongly suggested you begin to consolidate those plans into a Weekly Fixed or a Rollover Deposit of higher value.
This is being done on a trial basis, the determinant being the impact on the server and its capacity to produce the voluminous amounts of emails. The benefits of this should be obvious, (enhanced security, payment verification, tracking purposes and so forth). We hope you will appreciate this tool in managing your GNI account.
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As we get closer to the end of December, we can't emphasize enough the importance of charitable giving. We have an opportunity to make a difference, lets take advantage of this.
Wishing you all the very best,
Robert and your GNI Support Team
