Petnet hit by a global outage … without knowing why …

Petnet, the intelligent distributor of pet food supported by investors, including Petco, recently experienced a week of system failure affecting its second generation of SmartFeeders.

While the customer service of the start-up tweeted that the functionality of its SmartFeeders and its application had been restored; Petnet's lack of responsiveness continues to leave many customers frustrated and disoriented. And we're not talking about the lack of monitoring and information …

Petnet first announced on February 14 that it is investigating a system failure affecting its second generation SmartFeeders; while all the feeders were offline. The company said in a tweet that SmartFeeders were still able to deliver food on schedule. But several customers responded that their devices had also stopped distributing food; or did not distribute it on time. In short, a real cacophony.

On February 19, the company said it was "working closely with our third party service provider regarding the outage." Before announcing on February 22 that the SmartFeeders were back online.

Meanwhile, customers have expressed frustration with the company's lack of answers to their questions; on Twitter and Facebook. Messages to the company and to CEO Carlos Herrera didn't even come to fruition. Petnet also experienced a similar system failure last month.

According to Crunchbase, Petnet.io has raised $ 14.9 million since its inception in 2012. In a statement to TechCrunch the weekend before the failure was resolved, a representative from Petco said, "Petco is a minor investor and passive in Petnet, but we have no involvement in the operations of the company; nor any idea of ​​the system failure she is currently experiencing. "

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