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July 28, 2006
Now this is customer service!
At approximately 1:00pm today, (mt) Media Temple’s (LA-IDC2) data center experienced another power issue. Unfortunately, information from the building management at the Garland Building is sparse, vague at best, and lacking important detail. It is being speculated that one of the buildings back up generators has caught fire; however this information is hearsay and can not be confirmed. (mt) Media Temple staff has responded to this issue promptly and with the utmost urgency by fully staffing the company and answering customer phone calls and support tickets. At the time of this writing, all power systems have been restored and engineers are currently bringing customer servers back up and repairing file systems that have become temporarily corrupted.This incident is clearly an unacceptable situation for our company and our customers. (mt) Media Temple has decided to accelerate its plans to move all customers in (IDC-LA2) to a new data center which has undergone exhaustive testing to insure such power issues will not be a problem in the future.
Our President and CEO, Demian Sellfors, is making himself personally available to call customers back who wish to discuss these issues in more detail. We encourage any customer who wishes to receive a call back from Mr. Sellfors to please indicate so inside this ticket. Shortly, he will be calling you back to discuss these matters with you.
Now that's what I like see from a company that I pay money to for a service. Actual freaking service! They had a problem bound to happen eventually, they tell you exactly what they know when they know it, then someone steps up and says this is how we are going to fix the problem for you and the people in charge say that they are going to make it right. It's not some secret formula, you just have to be honest in all three steps and you can keep customers for life!
Posted by Jamison at July 28, 2006 8:00 PM
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