you had one job –
Failing to work is one problem; failing to communicate with customers is another.
Users were distinctly unhappy, not only with the outage but also with the company lack of response and a clear lack of avenues for contacting them.
“Does that same third party pick up your phones, answer your emails, pay your lease (property address is available for rent ) and support your customers? ” one customer Tweets (on February) .
Every time in a while, I also hear from readers who desperately wish they could contact Facebook or Google by phone, as the existing contact options don’t help with the problems they are having. The largest firms, though, do at least provide extensive non-phone support options, with user forums and support emails for concerned consumers to try. Smaller services, like Petnet, may not even afford customers that much contact.
Petnet lists several investors on its website, including Petco, iRobot (the company behind Roomba), Amazon, a handful of private equity firms, and, inexplicably, Major League Baseball. A representative for Petco told TechCrunch that the company “is a minor and passive investor in Petnet” that has no involvement with the company operations.
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