Last week the blog platform I use, WordPress.com (the one you’re currently reading these words on), suffered some downtime.
The people who manage this platform went beyond just fixing the problem.
They told us what happened, what they did to fix it, how long it took, and what they’re doing to try and prevent another similar occurrence in the future. You can read their blog post here: Downtime.
That’s great customer service. And it’s for a service that’s totally free.
Now compare that to how Northwestel handles its outages. They provide almost no information, avoid even acknowledging that anything happened (it’s that maybe nobody noticed mentality), rarely explain what happened, don’t offer information about how they recovered from the outage, and provide no assurance that they’re working to avoid similar outages in the future.
That’s awful customer service. And it’s for a service I pay $90 a month for.
It would be both refreshing and encouraging if Northwestel made an effort to communicate these matters to its customers. It would provide an assurance to us that we can depend on the company to work in our interests and in the interest of providing quality services.
Instead, when the company hides behind a wall or buries its head in the sand over these issues, one begins to lose trust, faith, and wonder what the company is hiding.