Today I cancel Demon

[turbine2]

On Saturday Demon went down, big style. Apparently all customers were affected (although the announcement, when it was eventually put up some 2 hours into the outage, said only some customers and the were experiencing difficulty rather than impossible to connect), and demon's answer to this was allow customers to connect to their 'support' line,

Comments

[turbine2]

Indeed, as do I. Most of that day was spent on DIY and model making for me, but that's not what I'm getting at.
Outages happen in all ISPs, some of them are more frequent or longer, but once you start impacting the expectation of the customer you have to take action to deal with that, otherwise the customer is going to get more and more frustrated, upset and angry.
Demon's response was to drop all incoming calls with no warning, not post an IVR message to deflect calls for over 2 hours and give no time on when they expected to fix the problem when the message did go up. The leaves customers who are already suffering from a poor customer experience (the outage) with further poor customer experiences (no information and being cut off with no explanation).

[turbine2]

I have to admit, I'm not looking at it mostly from the point of view of the ISP because the ISP is there to provide a service to me as a customer and customer service is one of the most important things a company should protect and nurture in my opinion. Demon were charging a premium rate for that service and therefore the expcetation is to provide a premium service. If they wanted to keep me as a customer then that's what they'd need to do

[turbine2]

Ah, and I've just rememberd something else. I looked at the status page on Demon's web site (iPhone, never thought I'd want one, boy was I wrong) after lunch, all status spots were green. Guess what, they weren't updating their status page.