Stand-Up Business

TypePad, the company that runs both the servers and the continuously updated and improved server-side software that runs this blog, have been having growing pains. There have been service issues: sluggish performance and the occasional short-term outage. Nothing amounting to incompetence, that I can detect. I’d have no tolerance or patience for that.

They’ve sent out a communication or two about it, asking for patience. Now this:

Compensation for this less than stellar performance

We are all aware that you pay for TypePad and expect to receive superior
service and performance in return. At times last month, we did not provide that
type of experience to all our customers and apologies are not good enough.

We also know that some customers have been more heavily impacted than others.
If you often use the service on weekdays between 7:00 am and 1:00 pm Pacific
Time you may have experienced one or even many periods when you had problems
with TypePad’s speed and responsiveness. If you use the service at other times,
you may not have experienced any problems at all. After wrestling with these
facts and wanting to be fair to all our users we have decided that the only
option is to allow you to choose how Six Apart should compensate you.

By default, you will receive a credit for 15 free days of TypePad
To get this credit you don’t have to do anything; we will just
credit your account.

That said, we recognize that customers have had different experiences with
the service, so we want to give you the opportunity to choose more, or even less
compensation. If you click the link below, you’ll get a screen that offers you
the following choices:

  • While the performance issues caused me some inconvenience I mainly found the
    service acceptable last month.
    Give me 15 free days of TypePad.

  • The performance issues made it very difficult for me to use the service on
    multiple occasions during the month.
    Give me 30 free days of TypePad.

  • The performance issues affected me greatly, making my experience unacceptable
    for most of the month.
    Give me 45 free days of TypePad.

  • I really wasn’t affected and feel I got the great service I paid for last
    Thank you for the offer, but please don’t credit my account.

Pretty stand-up, eh? I’d complained a couple of times, so I felt perfectly justified in taking the 30-day credit.

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  1. Kyle Bennett on November 14, 2005 at 12:41

    Interesting. I've noticed a lot of problems on your site, and wondered what kind of shady operation TypePad was. It says a lot that they would do this. I don't use TypePad for anythig, but if I ever have occasion to consider them, I'll certainly remember this.

  2. gary on November 14, 2005 at 14:05

    Since they've let me bust my bandwidth on many occasions without charging me for it or hassling me, even though the outages were a big pain, I figure it's a wash. That's what I told them, too.

  3. mewsical on November 15, 2005 at 13:38

    Thanks for the word, pal! We've had about 45 days of b.s. and I'll go over and grab that credit!

  4. hterry on November 17, 2005 at 09:23

    Now why can't all companies be like this? My forum was timing out because of some software upgrades that went horribly wrong and all I got was a letter after the fact explaining what happened and that I must endure for at least another week due to them changing servers :/

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