Facebook Unavailable – Day 5

by David on October 9, 2009

This is the 5th day that my Facebook account has been unavailable due to site maintenance issues. The difference today is that Facebook has confessed that the problem is lasting longer than expected.

Screen shot 2009-10-09 at 10.59.28 PM

The lack of communication up until this point, combined with the fact that I know of other Facebook users that have not been able to access their accounts for days (my wife lost hers for about a week one time), leads me to conclude that Facebook tends not to be very communicative when they are having “site maintenance issues” that prevent an account to be available.

I am slightly encouraged that my account has not been forgotten. It is interesting that Facebook deemed it necessary to ask users not to create a new account. By not communicating with the users earlier, they created other problems for themselves (duplicate accounts), and frustrated users.

It reminds me that whenever we are serving customers, communication is the key to keeping everybody’s attitude in check (well, nearly everybody, anyway… some people will never be pleased). If I know that my provider is experiencing troubles, and is communicating with me about it, I know that I can trust them to resolve it as soon as possible.

So, come on Facebook! Let’s get this thing resolved. My confidence in cloud computing is eroding as a result of your extended site maintenance issues.

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