Disc Wireless Outage Continues - Week 3
No one likes to see someone in their same industry struggling to keep subscribers happy and informed when there is a catastrophic network outage. At this point Disc Wireless http://www.disc.net has been down for almost 3 weeks. Their subscribers have left in droves, seeking alternate connections to the Internet.
I suspect that DISC is not even sure what their current subscriber count is nor will they have an idea of the real impact of this outage for weeks or even months down the line. I will say that I have been monitoring the messages left of the DISC Wireless voicemail system and I am VERY impressed by the way that they are actively communicating with their customers and keeping people in the look.
I feel that they are doing the best that they can during less than ideal circumstances and they are keeping their chins high. I have three distinct feelings about the situation, these feelings come from my unique points of view on this situation. I have feelings as one of the businesses in the same space about a peer struggling to maintain their customers, I have feelings as an outsider looking in with dismay at how many businesses are stranded at this point and then I am looking at this with my MBA hat on and this is the most fascinating.
As an MBA in Marketing I know how difficult it is to get you message to your customer and just how that message is perceived. I know the skepticism that customers have when you have let them down, and how difficult it is to rise above the situation and move forward. I am really impressed with DISC and how their customer care team has handled this. They have been experts since the first voicemail message that I heard over a week and a half ago. They are handling the situation like a well oiled machine supporting an enterprise sized business. I hope that their customers hear the genuine appeal and remain loyal as long as possible.
Here is the recording from Saturday afternoon on the DISC Wireless voicemail system. Stating that they are not sure when the issue will be resolved.
There was only one person in charge of the “customer service” and the sad part is he will never be recognized for it. As for the company as a whole they have been going down the drain for over a year now due to poor management from the owners. They knew as soon as the outage happened there was no way for them to come back but for some unknown reason continued to tell lies to their customers.
As for your comment “I feel that they are doing the best that they can during less than ideal circumstances and they are keeping their chins high.” They were not keeping their chins high they were just attempting to rake in the last few dollars that they could from customers who had no alternative. The owners of the company were the main reason that it failed!!!
If that “one person” is Bob Lienhart, then I echo those words. He is a good guy who understands customer service.