billmax
join:2006-05-05
Roswell, GA
|  SpeedFactory could have kept my business
Like others here I've been with SpeedFactory since directvdsl fell, when they skillfully picked up a lot of those pieces. That is I was with them until this weekend, and now I'm elsewhere.
And it's such a shame, because by taking even one of these actions SF could have kept my business, even while charging $10 more than their competitors (because I assumed that's what my money would buy me)
a) They could have modified their web site (which was fully functional on this side of the net) to notify us of the problem and progress
b) They could have staffed the local office (a note on the door doesn't cut it)
c) They could have found a way to get the phones connected, or posted an emergency phone # on the web site if that wasn't possible
d) They could have answered my tech support email, as email was functional on the inside. SF to SF email continued to work during the outage.
e) The SF techie that seemingly posted here could have been more explicit about the problem. I see that CEO and COO managed to get here today - where were they when by most signs pointed to the demise of SF? Did they have a clue as to what was going on? If there was a major rumor that your business was shutting its doors, wouldn't you be doing everything possible to reassure your customers that it wasn't true?
Those are just the immediate things that come to mind. Shouldn't high paid executives be able to do that or better?
Whether the outage was due to immediate cash flow issues or poor equipment planning and management, it was a bad mistake. That calamity was royally trumped by poor problem management.
I sincerely hope that NP/SF management gets a clue. But if they do, they'll be demonstrating it to someone else. |
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inxdev
@atlanticnexus.net | I think we are just beating a dead horse now. The time has passed and no matter what we say things will not be different. |
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Ataru
join:2008-04-13
Smyrna, GA
 ·Atlantic Nexus
| reply to billmax
And f) they could have given their supposed techs posting here something more official than "hatesville.com", which even so much as registering an account could have taken care of. Agree completely; on Saturday night when I made the switch, there were no indications whatsoever to point the issue being an outage rather than some unfathomable corporate meltdown (not that there are a lot of signs of that now). A possible g) might have been posting a real apology rather than "we're sorry for any inconvenience". Get real, your network goes down for four days and no one can get any information, gee, I think there was plenty of inconvenience, and I was just a lowly residential subscriber.
All around a shockingly bad show from the suits at NextPhase. If I had a margin account I would have shorted as much of their stock as I could have today. |
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