Bloomberg News

Yahoo CEO Mayer Apologizes to Users for E-mail Service Problems

December 13, 2013

Yahoo! Inc. (YHOO:US) Chief Executive Officer Marissa Mayer apologized for e-mail service problems this week and said the feature should be restored for most everyone.

Fixing the service was more complex than first thought and it took several days to resolve the “compounding issues,” Mayer said in a blog post today. Access should be restored for “almost everyone,” and the company is working to address access to a feature that allows e-mail to work with outside e-mail programs from companies such as Microsoft Corp. and Apple Inc.

More than 100 million people use the company’s e-mail system daily.

“This has been a very frustrating week for our users and we are very sorry,” Mayer wrote. “This week, we experienced a major outage that not only interrupted that connection, but caused many of you a massive inconvenience -- that’s unacceptable and it’s something we’re taking very seriously.”

The glitches came after the company updated its e-mail service in October, which has drawn criticism from some users. Mayer, in the midst of an effort to turn around the company since she arrived last year, has emphasized the company’s commitment to attracting more consumers to access Yahoo’s services, including e-mail.

Mayer said the mail engineering team was alerted late on Dec. 9 to a hardware outage in one of the company’s storage systems serving 1 percent of Yahoo’s users. Staff worked around the clock to ensure that service would be addressed.

“We’re going to be working hard on improvements to prevent issues like this in the future,” Mayer said in her posting. “While our overall uptime is well above 99.9 percent, even accounting for this incident, we really let you down this week.”

To contact the reporter on this story: Brian Womack in San Francisco at bwomack1@bloomberg.net;

To contact the editor responsible for this story: Pui-Wing Tam at ptam13@bloomberg.net


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