Andale sent a letter to its users apologizing for its recent level of customer service. "In recent months, we have been disappointed with the level of service we have provided to you, our customer," the letter stated. Citing a significant increase in support requests and a lack of proper planning, its customer service team could not keep up with the requests. As a result, Andale is launching new response and knowledge-distribution tools. Now, as soon as they receive an email, they will provide a link to the Andale Announcements forum where known issues are described and updates provided. They will also be more aggressive in updating Frequently Asked Questions, Online Help Desk, Customer Support Knowledge Tools, and Community Alerts. They also changed the customer support management team, appointing Terry Davis Vice President - Marketing Operations and Heather Gillette Customer Support Manager.
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