I do not care if the entire city of Boston, New England, East Coast of the US, the entire country, or the entire world is having internet connectivity problems! When I call you because my service is not working I expect to either:
- Talk to a person, to whom I can explain my service problem and receive help or direction
- Be able to loge a service out notice with a computer
- Be told of known service problem in my area and be provided with a estimated time of service restoration
Any of those is acceptable. Just to be clear and ensure that I am not being unreasonable in my request, when my power goes out, my power company offers all 3 of those options depending on the circumstances. Now, the ETA I am told by the power company is not always correct. However, it is updated from time to time, and they will call me back if and when they update the ETA. Also, they call me back after they expect the power has been restored to confirm that my reported outage has been resolved. That is how a service outage should be handled, if you ask me. Excellent job government sponsored monopoly, nStar.
Being told to go online for help when the internet is not working is not acceptable! At the very least your system should detect that there is an internet problem and not play that recording. With the power company, most of those options are handled automatically by a computer, which is fine. No one expects a service provided to have enough people answering calls to deal with the flood of complaints during a service outage. However, we should be informed of the problem, when we call; not disconnected because too many people are calling. If I have to turn to twitter to find out that this is a larger problem and not just me, as well as find the solution (use google’s dns servers), then you as a service provider have failed miserably. I don’t know why I expected that you would not fail in this case, you fail every day all of the time. I really don’t understand why the government monopoly power company provides an entirely different level of customer service than you; you technically do at least have some minor form of competition.