My point was that when there is a major issue which impacts hundreds if not thousands of customers
Any company should remember who pays them and ensure customers are kept up to date and ensure that the office is open and to give better time frames for restoration
They should not be relying on the moderators who give up their own time to help others
Rant over
Agreed. A product is only as good as the service that surrounds it, and communication is part of that.
Trust me, I know the stress that's probably being experienced by the Techs attempting to resolve things (and I empathise with that), but equally I know that by communicating proactively, even if the news isn't the greatest, customers will receive that with more forgiveness. Lack of such communication is not something I can sympathise with right now.
Unfortunately that's not happening here. For most, the experience has been to discover the issue just at the moment when the product/service was needed. That's generally when most are about to set off on a journey. Now if the incident had been immediately advised by direct email, some may have had the chance to work out other options, rather than it being forced on them at the last minute. In my case I suspect the issue had existed for a couple of days before I picked up my phone to ensure a new route was there to load up, and it wasn't.
When I've tried to contact support, in and out of normal office hours, I've failed. No human contact at all.
I've logged 2 tickets relating to the issues I ran into, and neither have had any update with human input.
And checking today, the only information on the incident remains unchanged. No time scale at all. Once again, based on my experience, I don't understand that. Even older tech tape systems would give an indication of how long a restore to server should take. Some review of SLAs and OLAs would be appropriate once the dust settles.
I've tried route sync this morning, and it still does not work. This begs the question as to where priority of service restoration should lie - recovery of user routes, or re-enabling the sync function at cost of possibly losing those routes, assuming the 2 are somewhat co-dependent. Of course I don't have that insight and there's some guesswork there, but right now I'd settle for the latter.
I'm trying support right now, and will update if I learn anything useful - which reminds me, if customers were sent meaningful advice/updates, it would free up the support staff for more important tasks perhaps, instead of being hassled multiple times with the same questions all day. Whilst I accept they've posted a notice about this, it isn't even timestamped, nor subject to update.
