Customer service matters most 0.1% of the time
Written by Verne on August 9th, 2007You might have noticed that the site was down for a good part of the day. It caught me by surprise this morning as well, and only after submitting a ticket in the afternoon to my host midPhase was I alerted that:
At 9:45AM CST we experienced complete connectivity loss with our upstream providers. While most of that connectivity has been restored at this point, we are still working to restore connectivity to a few cabs.
You’d think that as a customer, you would get a notice of something like this without having to submit a ticket. midPhase would probably also save themselves a lot of trouble from answering all the tickets by just sending out a mass email to its affected customers.
It’s funny (or sad) how so many companies, who would otherwise be considered exceptional, often forget the importance of customer service. You can offer a guaranteed 99.9% uptime, but it’s during that 0.1% that your customer service really matters.
In any case, your regularly scheduled blogging will now resume. :)
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This entry was posted on Thursday, August 9th, 2007 at 8:10 pm and is filed under blogging. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
John
August 10th, 2007 at 9:32 amI’ve been having midPhase problems for a while now. They’ve been somewhat helpful trying to resolve it but they are “still working on it”…