So late last week, I received a call from Towerstream, the new broadband provider for our workplace. So what, you say? Well, we didn’t realize we’d left Sparkplug Communications. We certainly hadn’t requested it… yet… as our contract is not up until July. It turns out that Sparkplug has divested their holdings in the Chicago and Nashville markets. Friday’s call from Towerstream, the company that acquired those holdings, was the first notification we received. Neither I, nor our office manager, as the primary/technical and billing contacts, had received so much as a phone call, email, or voice mail from Sparkplug.
Our broadband service itself has been operational throughout, and connectivity has been consistent. So I supposed this could have been a lot worse. There are enough unhappy stories out there about service providers of all types simply disappearing without warning as they became victims of the economy. We may not have received any warning, but nothing disappeared either. The woman from Towerstream who called us acted genuinely sorry at my dismay and disbelief at being notified after the sale.
There was a press release posted last month on Sparkplug’s website announcing the sale. I never saw it because this company does not do web-based trouble tickets, and there normally would be no other reason that I’d visit their website.
How hard would it have been to email that press release to affected clients, along with someone to contact with questions? How is it that anyone could think that this is an appropriate way to communicate with your clients? Yes, we are a small client with a single office and one of the less expensive service plans, but this was still not right.
(NaBloPoMo | April ’10: 21 of 30)