Dear M1,
Your response and damage control efforts are inadequate to the extreme. Given that this downtime is unprecedented in your short history, many of your loyal customers like myself (since 1995) are seriously contemplating a vote of no confidence by switching to larger telco that would perhaps show more accountability under such unforeseen circumstances. Thankfully I am not alone feeling this way and happen to be not under contract with you for a fair bit of time now.
In the 3 days of downtime, not once did we receive any news to inform, update and assure users of the situation. Users like myself and peers have to resort to looking up your M1 FB page, of which updates were few and far between. Even after your mentions that the problem has been fixed today, many of us still experience instability or even no network issues. None of which has been addressed other than the push-away excuse of having to reboot our phones.
It is terribly disappointing to see your recovery capabilities, or sheer lack of, in times of such distress. In my humble view, this will simply drive your customers and potential clients to your competitors. I hope you give serious thought about how you will compensate your customers and I hope IDA will give you a much harder slap on the face for your poor efforts.
Sincerely,
A customer since 1995 who recently turned disgruntled
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