After sending a futher e-mail with an attention grabbing subject header (mentioning the police or trading standards sometimes helps) Musica sent me this....
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Thanks for your e-mail - I'm really sorry but an attack launched by hackers
took our website down and we have had to delete a number of order details
from our server because the order data became corrupted and this has,
unfortunately effected your order xxxxxxx.
We have now brought the website back online and most site functionality is
now back to normal. Unfortunately, however, although the attack did not
result in any of our data being read or transmitted outside our network we
have decided not to try to restore data from corrupted files in case these
files contain further infections.
Sadly, this means that we have effectively lost some customer data and the
details of some orders which were in the course of processing and this has
led to our failure to process and despatch your order. We are tremendously
sorry both for the underlying error and our poor communication. We have been
working full tilt to remedy this structurally - and continue to make system
improvements to make such incidents impossible in the future.
However we also need to remedy your specific order situation and to do this
we must ask you whether you would be prepared to create a new musica account
on the website so that we can reprocess your missing order against this new
account. If you are happy to do this then if you could e-mail us again at
[email protected] to let us know we will then process this re-order right
away.
I am sorry to have to ask you to help us to remedy this situation, but hope
that you will not find the process of setting up a new account too annoying.
We are back on course to sorting this horrifying episode out. We are sadly
aware that this whole saga can only have upset and annoyed many of our
customers for which we are truly sorry.
James Henderson
musica helpdesk
1 Brookvale | La Rue de la Chouquetterie | St Martin | JERSEY | JE3 6EL
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Of course Musica did'nt send me this e-mail until prompted so I don't know how they expected me to know I needed to set-up my account again.
I'll let you know if I actually get my goods.