All brazilian players from a huge ISP are having the same "Failed to connect to instance" problem

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gvieira wrote:

Chances are that if GGG or softlayer don't step up and talk directly with VIVO, the problem will remain forever, and GGG will lose a lot of players.

If it's as bad as you claim it to be, chance are that even if GGG/softlayer "stepped up" and talked directly to VIVO, nothing would still get done.

In other places, you get action by proper customer service experiences. By this, I mean, if you are unhappy with the service, you take your business elsewhere. I know that can't always happen due to lots of restrictions, contracts, etc... but that is how free enterprise operates. Some businesses are so large that they don't feel they need to change, which is part of the problem. But even in those cases, if you feel you would get better experience with someone else (and that is an option), you can switch.

It happens all the time in the US for people who are unhappy with their internet services. They swap carriers. At some point, they're all basically the same thing. The difference is what benefit vs hassle each provide. As an example: Comcast is a huge company. They lost a pretty significant amount of business through their poor customer service and network experience. Since that time, Comcast has improved (although they're still not great) in an effort to retain and grow customers.

That change was as a result of loss of business and bad press.

So you can try to keep complaining here (which if it is a VIVO issue, nothing is likely to get done about it here) and just live with the results, or if available, you can put your money where your mouth is and switch providers to voice your displeasure with their services. That doesn't always get results, but at least hopefully you find a better service/service provider.

Good luck.

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gvieira wrote:

You can't know that. And it's better to at least try to help it's players than do nothing at all.

I'll keep waiting for GGG to at least comment on that.

You can continue to wait all you want, but I've been in the industry and I've seen what happens. GGG asking them is not a very high step above their customers asking them... mainly because GGG doesn't pay them and they have no allegiance to GGG in order to resolve the issue. VIVO has no vested interest in caring what GGG thinks.

On the other hand, you are a paying customer. They SHOULD have a vested interest in your happiness as a customer. You are partly responsible for their success (or lack thereof) as a company. You actually have more pull than GGG does in this case since you can actually affect their bottomline. GGG cannot do that.

With ISPs, you generally have to keep trying though to get to someone who actually cares. It is rare in some cases, but they do exist usually. You might even need to be transferred to the "Customer Retention" department if they have one. Those are the ones more responsible for maintaining customer satisfaction (or buying you off if you're not). "Customer Retention" are the people who give you free credits toward your account due to your dissatisfaction.

As I said before though... YOU are their customer. YOU affect their company. GGG is just some third-party who VIVO has no interest in for the most part. Just because GGG is a "company entity" doesn't mean VIVO gives a damn about them.