Comments on: Customer Service when everything blows up - literally

By: zoom

zoom — Thu, 05 Jun 2008 18:21:13 +0000

I agree with you on that, Saskboy, and I’m not saying it’s NOT the Planet’s fault. I just don’t see why everybody’s so impresssed with Statcounter for saying “It wasn’t our fault.”

By: Saskboy

Saskboy — Wed, 04 Jun 2008 19:27:06 +0000

If they are right about The Planet not following a DNS convention, or possibly not living up to a Service Level Agreement, then Statcounter couldn’t do much more than that, however. They also covered what steps they’ll take to prevent the downtime in the future, so they covered the bases. The test will be the next trial by fire, and if they never go down again, no one will notice they were successful.

By: zoom

zoom — Wed, 04 Jun 2008 19:15:11 +0000

I thought Statcounter’s response was kind of silly and self-serving. They’re getting commended on their transparency, forthrightness, candor, etc etc etc, when all their post basically said (albeit in a couple thousand words) was: “We’re so terribly sorry the Planet screwed up our service.”

Easy to be straightforward and candid if you’re placing the blame elsewhere.

By: Zhu

Zhu — Wed, 04 Jun 2008 02:53:12 +0000

At least, Statcounter is straightforward. What I hate most is being dismissed or ignored when there’s a problem… most people understand things can go wrong but no addressing the issue and not valuing customers is the worse a company can do!

By: StatCounterJen

StatCounterJen — Tue, 03 Jun 2008 20:56:02 +0000

Hi Saskboy,

This is just a sort note to thank you for your kind sentiments. We are dreadfully sorry that any of our members were affected by the recent outage at The Planet and have been bowled over by the patience and support demonstrated by our members.

All the best.