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Trail Permit Purchase Screwup


revrnd

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8 hours ago, Domino said:

In my case it was before they admitted to having an issue.  I thought it was just busy and kicking me out.  Never thought it was at that stage to bill me.  I also did not receive multiple purchase confirmations, just one.

 

The vendor in charge of this platform should be paying up for damages and costs to the OFSC.

Just be glad your not the guy that bought 21 permits, or the guy with 18.

Apparently over 300 k worth of refunds have to be issued.

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21 hours ago, Viperules700 said:

When did you order your permits?

If I recall, it was October 30.

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On 11/7/2017 at 1:47 PM, Domino said:

I was billed 5 times ...

 

 

Domino (2018 version).

 

Domino.png.500a179ab534970532a7504ea7f986ca.png

 

:rolleyes:

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5 hours ago, Canuck said:

 

Domino (2018 version).

 

Domino.png.500a179ab534970532a7504ea7f986ca.png

 

:rolleyes:

 Wouldn't laugh until you get your permits and check your credit card statement. :) 

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On 11/7/2017 at 1:47 PM, Domino said:

I was billed 5 times for 2 permits....  What a nightmare.....

 

So I have an extra $1580 worth of debt on my credit card.  Like I needed any extra help spending at this time of year.

 

 

Thank you fpr your support of the trail system !  The extra tip is appreciated! 

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I am going to guess that those who have been processing refunds are getting tired. I purchased two permits, paid for two permits, got two permits and just received a refund to my credit card for two permits. I got an email notifying me of the refund then I got another email saying ooops... I shouldn't have got the refund and the refund is being reversed. Stuff happens. Bottom line. Permits are on the sleds. I am paying the right amount.

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13 hours ago, Viperules700 said:

 Wouldn't laugh until you get your permits and check your credit card statement. :) 

 

You're right, VR700. I made jest after Domino had 'resolution'. He'll get me back...always does LOL. 

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Permit finally arrived. I guess the screw up pushed everything back. Happy I got it on the sled.  It was difficult to not go through the file a lost permit protocol, but I figured they had a ton of work to do and being patient paid off.

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I ordered our classic permit last week Monday, it showed up in the mail on Thursday ... the other 2 ordered in mid-October only took a week.  

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Got my two permits already. Snow is coming.

 

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4 minutes ago, bbakernbay said:

How much has this screwup cost OFSC in labour, consulting and IT expenses and will it be recoverable?

All depends on the Service Level Agreement the OFSC has with the 3rd party service provider. Penalties for down time and service outages are typically very clearly defined as are the recovery of losses or expenses.

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1 hour ago, bbakernbay said:

How much has this screwup cost OFSC in labour, consulting and IT expenses and will it be recoverable?

The report I heard was the bill to fix the on-line system was $85,000.00. That money was paid to the company that originally built the system but was let go a year or 2 ago after the OFSC could/would not come to an agreement with them. 

 

To to add to this the PTS system clubs use to monitor permit sales is still not available and there is no estimate of when it will be available. The word is that not even the governors know where permit sales are at currently. There is an equalization payment due on Tuesday. Let’s hope they can figure it out by then. 

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7 minutes ago, Big Pete said:

The report I heard was the bill to fix the on-line system was $85,000.00. That money was paid to the company that originally built the system but was let go a year or 2 ago after the OFSC could/would not come to an agreement with them. 

 

To to add to this the PTS system clubs use to monitor permit sales is still not available and there is no estimate of when it will be available. The word is that not even the governors know where permit sales are at currently. There is an equalization payment due on Tuesday. Let’s hope they can figure it out by then. 

$85K sounds pretty cheap for something that took that many days to resolve.

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50 minutes ago, 02Sled said:

$85K sounds pretty cheap for something that took that many days to resolve.

I don’t think the $85,000 referred to by Big Pete is in anyway covering the huge cost incurred by the OFSC in straightening out the mess left afterwards.  Some huge labour costs in sorting out the thousands of screwed up orders.

 

The $85,000 went to the original IT firm that had to be brought back on their terms to fix when the new Low Bidder’s System failed to perform

 

They tried to save a $ and likely blew the ‘savings’ many times over.

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37 minutes ago, 02Sled said:

$85K sounds pretty cheap for something that took that many days to resolve.

IMO it’s $85k that should not have been needed to be spent. This was not hardware failure. This was software failure and the IT support under contract could not fix the problem so they had to go back to the original vendor. We don’t know how long the independent IT specialist tried to fix the system but I would bet the original company knew how to fix it in short order. 

 

The $85k also does not include the cost of recovering the PTS system nor does it include the costs of reversing some 28,000 erroneous transactions or the damage done to the OFSC brand. 

 

The other question this whole situation raises is “what is the contingency plan for permit sales in the event of  a prolonged system failure?”  What if the IT folks had come back and said its going to take 2-3 weeks or longer to fix and test the system. Or worse, we have the OFSC version of Phoenix Pay  and we have no idea what’s wrong, how to fix it or how much it will cost. 

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22 minutes ago, Big Pete said:

IMO it’s $85k that should not have been needed to be spent. This was not hardware failure. This was software failure and the IT support under contract could not fix the problem so they had to go back to the original vendor. We don’t know how long the independent IT specialist tried to fix the system but I would bet the original company knew how to fix it in short order. 

 

The $85k also does not include the cost of recovering the PTS system nor does it include the costs of reversing some 28,000 erroneous transactions or the damage done to the OFSC brand. 

 

The other question this whole situation raises is “what is the contingency plan for permit sales in the event of  a prolonged system failure?”  What if the IT folks had come back and said its going to take 2-3 weeks or longer to fix and test the system. Or worse, we have the OFSC version of Phoenix Pay  and we have no idea what’s wrong, how to fix it or how much it will cost. 

Hear hear! Fiasco doesn't begin to describe what's happened.

Why was the system outsourced to a different company this year?

Was there bad blood after last years confrontation? IIRC there was a large hike in the fees by the original provider at the last second...

Why weren't we informed of the changes this year at AGM?  The costs and the potential savings by changing service provider.

Who made the decision to find a new provider?

Who established the parameters to find a new provider?

What was the final deciding factor in selection of the new provider?  

Was the person accountable for this transition adequately prepared for the task at hand?

Who's working on the restoration of PTS now? It's been down FOR OVER A MONTH!

 

What's happening to clubs that, based on the new compensation formula for this season, are seeing even smaller permit payouts due to the system crash?  Polar Bears already have groomers on snow and the Polar Vortex is coming next week so they're looking at a marathon $ea$on.

 

28000 erroneous transactions...there has to be one helluva bill somewhere to get that corrected.    

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2 hours ago, bbakernbay said:

I don’t think the $85,000 referred to by Big Pete is in anyway covering the huge cost incurred by the OFSC in straightening out the mess left afterwards.  Some huge labour costs in sorting out the thousands of screwed up orders.

 

The $85,000 went to the original IT firm that had to be brought back on their terms to fix when the new Low Bidder’s System failed to perform

 

They tried to save a $ and likely blew the ‘savings’ many times over.

I realize that and $85k to fix the IT problem which appears to have taken about a week is on the low side for cost. I really don't believe it was just one person working 9 to 5 Monday to Friday to resolve it. I would think that you would be looking at $200 per hour plus per person working on it. 

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3 hours ago, IQ TURBO said:

Not usually one to complain, but am i the only one looking at this and seeing similarities between the ofsc and government.. On how things are run etc. It makes me feel sick to think this is what is happening to our sport..

This is just one of the results of taking things out of club hands and centralizing power and control over money.  the push from barrie for years was to remove all monies from clubs and then lord over them making them beg for a share. it is easier to demand local trails be closed when you hold the purse strings. barrie wants total control over what clubs do, how much trail they have and when they groom those trails with what machines. In the next ten years the entire system will fail, not due to money, but due to people not wanting to volunteer for a dictatorship.

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14 hours ago, IQ TURBO said:

Not usually one to complain, but am i the only one looking at this and seeing similarities between the ofsc and government.. On how things are run etc. It makes me feel sick to think this is what is happening to our sport..

 

That's a scary thought. Things are bad enough w/ the 'involvement' of the MTO. I can't imagine if the OFSC fell under the management of the Ministry of Tourism or Ministry of Northern Development & Mines. Don't laugh, I bet a lot of the chair warmers in Queens Park think anything north of King Road is northern Ontario.

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4 minutes ago, revrnd said:

 

That's a scary thought. Things are bad enough w/ the 'involvement' of the MTO. I can't imagine if the OFSC fell under the management of the Ministry of Tourism or Ministry of Northern Development & Mines. Don't laugh, I bet a lot of the chair warmers in Queens Park think anything north of King Road is northern Ontario.

Theres ALOT of people who think Barrie is northern ontario..:crazy:

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