KillingWhich is why my exact question is how could I have been more upfront and professional?
As I stated before, just relaying information and making people aware. Communication is key. All of us here know that you aren't the ESEA Client Engineer. You are the Voice (messenger). You are supposed to give information when necessary and constant updates to show you "care" about your clientele. What could you have done better? Well...
I am on these forums on a daily basis and not once did I see a post about how the Client will be down for this week (if there was one, please point me to it). As other people pointed out, how long did you (ESEA) need to get the client working? Another month? If you did not know it was going to be down, then obviously the "engineer" is not communicating well enough to you (or you to him). ESEA sure as hell will spam a mass email to all users about paying their fees on time, but no email in regards to the client having issues? Communication.
Did you and other ESEA admins know about this before this week? If so, why weren't matches pushed out until this was fixed? If not, why don't you communicate better with your company? We don't need an update every hour, but we at least want reliable information. Customer Service isn't always about getting things fixed, it's about putting the customer at ease with honesty and communication instead of unrealistic standards and false promises. It is built upon trust. All these people pay money and trust that ESEA is the best system for competitive gaming, but come to find out, they paid for something that doesn't even work?
Even as admins, you could have held a raffle of some sort. A way to show you're "sorry" by raffling something off free due to "our" (ESEA) incompetence. A free month of ESEA Premium? An unusual? I don't know, something that a good customer service rep would offer?
Ok, I'll stop there for now.