Dear Valued Blue Rooster Telecom Customer,
I want to sincerely apologize for the inconvenience caused by the network outage late last week. We know how important telephone service is for you and your business, which is why the Blue Rooster Telecom team worked diligently around the clock to restore all network services as soon as possible.
Last Wednesday, a critical piece of equipment failed at our network facility and, in a very unlikely scenario, multiple layers of back-up systems in place also failed. This failure caused audio to cut out intermittently during conversations. However, Internet service was not affected. The network problems first appeared on Wednesday morning, were repaired Wednesday at midnight and ran clean until 8 a.m. Thursday. The audio cut outs returned Thursday morning and were ultimately repaired by replacing the equipment Thursday evening. Some customers experienced fax, modem, and static problems on Friday until final network restoration was completed.
No network is immune from a possible outage, but as telecom professionals our goal is 100% reliability. To this end, the affected equipment has been replaced, and in addition to acquiring even more spare parts, a separate fully functional standby system has now been incorporated and is powered up, tested, and ready.
As a loyal Blue Rooster Telecom customer, you know how rare this kind of system-wide outage is with our services. We sincerely regret any problems this event has caused you or your business, as the level of service we provided was clearly below our standard and warrants an apology, an explanation and a rebate of charges; which is why a credit for a full week of monthly recurring voice services will automatically appear on your May bill. We realize that any credit amount offered cannot possibly compensate for the inconvenience and losses you and your business suffered last week.
We were able to speak with many of you during the service outage but by necessity our conversations may have been brief. We would welcome a phone call in the coming weeks so we can personally apologize and explain better why Blue Rooster Telecom is still the best choice for your business voice and data service. We welcome any questions or input that you, our customer, may have on this entire situation. These conversations will help us to serve you better in the future.
Most importantly we would like to thank you for the overwhelming support and encouragement so many of you provided to us during the outage. The many kind words, messages of support, and friendship are greatly appreciated and make us even more determined to provide you with the best service possible as we move forward.
Blue Rooster Telecom
Direct: (805) 545-5100