{"id":4952,"date":"2014-01-29T09:45:26","date_gmt":"2014-01-29T08:45:26","guid":{"rendered":"https:\/\/58pfl9955.wordpress.com\/?p=4952"},"modified":"2019-12-17T13:38:00","modified_gmt":"2019-12-17T12:38:00","slug":"dear-philips-or-the-way-how-to-communicate-a-maintenance-on-your-smarttv-portal","status":"publish","type":"post","link":"https:\/\/toengel.net\/philipsblog\/2014\/01\/29\/dear-philips-or-the-way-how-to-communicate-a-maintenance-on-your-smarttv-portal\/","title":{"rendered":"Dear Philips\u2026 or the way, how to communicate a maintenance on your SmartTV portal"},"content":{"rendered":"

Dear Philips,<\/p>\n

the last 24 hours were again a good example, how bad you communicate with your customers!<\/p>\n

\"Philips:
Philips: Due to a maintenance the requested page is not available<\/figcaption><\/figure>\n

What happened? Yesterday morning you started a maintenance on your SmartTV portal and this maintenance lasted almost a complete day. Well, it\u2019s really good, that you try to improve you stuff over there, but you need to communicate this to your customers! Your end-users! At least, when it directly affects your customers \u2013 and yesterday it did!<\/p>\n

From my point of view (and many others) you made two big mistakes:<\/p>\n

    \n
  1. You did NOT announce any maintenance. You have a \u201cSupport Forum\u201d \u2013 a very fast way to communicate to your customers! Take a look at it \u2013 there are many reported \u201cproblems\u201d that \u201cDue to a maintenance the requested page is not available\u201d! Many people don\u2019t understand, that their SmartTV is in the end a webpage based system! They think, their TVs and\/or AVM devices are broken! (The Support Forum moderators can only provide information they have! So, let them know!)<\/li>\n
  2. Your placeholder (\u201cDue to a maintenance the requested webpage is not available\u201d) is only displayed in English! Do you think, that every customer all over the world is able to understand that? For example: people set up their TVs to German and then they got a message on their TVs they don\u2019t understand!<\/li>\n<\/ol>\n

    So \u2013 please learn, how to communicate with your customers! This would be a win-win situation in the end! But not, how it\u2019s done currently\u2026 Take a minute or two to think about it! How do you called it in the good old times? \u201cLet\u2019s Make Things Better\u201d<\/p>\n

    Toengel@Alex<\/p>\n

    Follow me on Twitter (@PhilipsToengel<\/a>)<\/p>\n

    PS: <\/strong>Some blog statistics from yesterday<\/p>\n