UCS-5024 Not Resolved

[Imoq]

have to remember it is only SE's 2nd business day since the error came up guys. It happened during a scripted process over the weekend. It's now 6PM Tuesday night for them. Try getting something done about your cable tv billing on a Saturday afternoon--not gonna get anyone on the phone to talk about it until Monday.

Would you please stop trying to talk in behalf of SE? YOU need to remember it's Wednesday morning already in Japan.

Yes, I -AM- aware you can't do a lot of billing-related procedures over a weekend, but once a very big, affecting paying customers problem has been detected then you start working nonstop (weekends, night time) until you fix the issue.

Also, you don't leave your loyal paying customers in the dark with an almost-two-days-old message telling them "oh, we are fixing this, please be patient, just keep trying to log in" without any further messages at all.

Seriously...

[Liberata]

Agreed, Imoq. It's not so much the problem -- although I'm sort of shocked by the lack of professionalism at them NOT pulling a couple of guys in over the weekend to deal with it -- as the lack of communication/transparency. Problems happen, and are completely understandable, but the make or break is how you deal with them. SE's commitment to leaving its paying customers in the dark about the causes of this problem and what is being done to address it (and the apparent randomness of how they are reactivating accounts) is bad business.

[RAIST]

Would you please stop trying to talk in behalf of SE? YOU need to remember it's Wednesday morning already in Japan.

Not trying to speak on behalf of SE.. it's just that there have been over 400 posts on this issue in multiple threads. It's not like they aren't aware of the urgency of the issue. These things don't take a simple fix. I have had to do this kind of work for credit card processing internet apps that have had miscaclulations (specifically, a Java rounding error).

What you have to understand is that tracking just who got affected and fixing them each individually takes a lot of time. This isn't something they can just run a script to fix it. They have to find someone with a null id, check their payment history to see if they should be active, whether they qualify for waiver or should be billed, and either restore from a backup (which is painstakingly slow to restore just one object when it comes to databases) or otherwise track down the content ID and manually update the records. This has to be done on a case-by-case basis, and just simply takes time.