[moox]

Quote:

Originally Posted by Thine Wonk

As a service provider you are paid to provide the service and if you don't people can moan, but releasing specifics doesn't gain anything and only prolongs the press attention if the RCA is released later.

I don't agree. In a former life I worked in a support role for a network equipment manufacturer. Customers loved that I could tell them in massive detail exactly what went wrong, even if they didn't completely understand it, plus how they could fix it, or when we intended to release new software that would fix it with mitigation for the meantime

I think the same is true here. They don't have to go into massive detail, but (at least when things are under control again and root cause established) they could say that "the failure was due to this (give relatively high level summarisation), this is what we will do about it, we intend to ensure it never happens again"

I don't think you should be a big enterprise customer with lots of money to get that sort of info.

[Thine Wonk]

From experience it just causes more questions, more support overhead, more criticism online, more noise. All public comment from a company like O2 would have to be cleared by the press office and rule number 1 of PR is don't cause unnecessary additional attention on negative subjects. The less time is spent talking about failure, the more positive things will be about the brand in the long-term, it is lose lose from a PR point of view to be deliberately continuing discussion around service failure.

It is possible O2 will quietly release some brief details, but they'll try and keep it minimal. The last thing they want is follow-up articles on the tech blogs or worse the national press again, reminding people. Every article about service issues goes back on all the positive PR work, they would kill for a full article on the BBC, Telegraph etc on a positive subject like "best network for data" etc, the last thing they want is to draw more attention to service issues.

They are having more website issues again now on O2 and Giffgaff, with all the account access down for both sites and engineers rushing to site once again!!!

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[lightspeed2398]

Not completely on topic, but Vodafone did a blog topic when they got criticised for bad customer service and reliability. http://blog.vodafone.co.uk/2015/05/1...tomer-service/

I think that might be the kind of the o2 press should do. In a year or two hopefully when they've got all this sorted out and their network upgraded as per Ofcom's coverage obligations then publish an article saying what measures they've got in place to avoid network outages.

[Thine Wonk]

Quote:

Originally Posted by lightspeed2398

Not completely on topic, but Vodafone did a blog topic when they got criticised for bad customer service and reliability. http://blog.vodafone.co.uk/2015/05/1...tomer-service/

I think that might be the kind of the o2 press should do. In a year or two hopefully when they've got all this sorted out and their network upgraded as per Ofcom's coverage obligations then publish an article saying what measures they've got in place to avoid network outages.

When the dust settles that might be a good way to do it. They have written that in a very positive way.

[clewsy]

I think some people on the forums and twitter are just being silly though. Ive seen some stupid claims for compensation, one guy wanting £1000 and saying he will take them to court ..that I'd love to see.

People need to accept they never guarantee 100% uptime.

[Thine Wonk]

4 days on for GG and still issues with the community, it's back offline for me again this morning! gosh

[clewsy]

I was just thinking the same and the website still with that banner message.

[neil79]

Never really had a problem with Giffgaff but have just switched to BT mobile as the 2gb of data on the £12 plan is double what Giffgaff are currently offering

[Thine Wonk]

Even more emergency maintenance on the giffgaff website today with the redundancy server coming out for another airing and voicemail services down for all customers. Just what is going on? Isn't this about the 6th day in a row of issues and downtime?!

Right now voicemail is still down.

[lightspeed2398]

With their margins they must be running the service on the absolute minimum infrastructure wise. Looks as though it's finally caught up with them. I wonder if this will damage their reputation in the long term.