I am compelled to write this post due to the buzz created by the NewsGator outage and their response to the FeedDemon community.
It certainly generated some buzz. “NewsGator” was the number one search on Technorati yesterday and people have blogged about it big time. The interest that was shown aside. The response from NewsGator in my opinion has been one of the best responses from a large company that I have ever seen. I even received a comment on my previous post from Jack Brewster who is in Tech Support at NewsGator! I have never seen any company communicate to the users of their product in such an open and frank way. Under the same circumstances other large companies would not have even made an apology, let alone tried to explain exactly what happened.
Greg Reinackers Weblog goes into further explanation in regards to the reasons for the outage, detailing the exact events of the outage hour by hour. He ends his post with these words:
But for now – yep, we screwed up. To our customers who were affected – you have my personal apology, and my assurance that we’re doing everything we can to ensure this doesn’t happen again.
In fact I started to feel sorry for the bastards! They are obviously working very hard at delivering a stable client that does have some great features. It would appear that they were trying to improve that when the crash occurred! I really hope that the willingness to provide information and communicate that to users will continue it certainly gives a fresh face to the usual no comment I see from big companies. Well done NewsGator.
I would still recommend FeedDemon to anyone, it is a great RSS reader. I would recommend it even more strongly given their handling and response to the outage. I hope that other companies take a leaf out of their book and start remembering that real people are using their products. Thanks guys keep up the good work.