Things You Never Want to Hear from your Offsite Media Vaulting Service Provider

You should have encrypted!  There is no way our company can service 5 million transactions per year without losing some of the tapes.

As a client, if volume is the problem, then you should hire more supervisers or find supervisors that will really manage the media.  Moving a tape from Point A to Point B is a relatively simple task.  Locking doors on the vehicle when you leave it is something everyone does?  How can this be an issue?

Also, no one mentioned that I would need to encrypt when you were trying to get my account?  What changed?

I really don’t have anyone in that facility right now that can look into the problem.

My previous storage company always had someone to contact.  I had their cell number.  I even had their home phone!  All of a sudden, I am part of a bigger operation and no one knows who I am?

The fact that your standard delivery time was “…order by 10:00 AM on Monday and your records will be there on Tuesday morning” is no longer applicable here.

Our normal delivery is now 48 hours! What changed?  We are still the same distance.  If we want it faster than that, it is a RUSH!!  Then your company charges us more for the delivery.

You need to plan ahead when you want records delivered.  If your people plan ahead you can avoid all the rush delivery charges.

What happened to the great service we used to have?  When you bought our service provider you told us that we would see advantages to using a bigger company?  Our rates are higher, our delivery is slower?  Where is the advantage other than to your bottom line. I am stuck trying to explain to management why our records management costs are out of budget.

If you want to leave, then you have to pay us a fee to be able to leave.

Is this what some call the Hostage Fee?  If our contract is over, why would I pay more to have you deliver my boxes than a normal delivery.  You aren’t doing anything different? No other industry does this.  Why should I pay this.

"Your media, what media?"

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