This is the blog of Ronald Bartels that wanders on and off the subject of problem management (that is how it started), but it is best described by Ray who says this is Daddy's thoughts! Like the best music is from the Eighties and a wee dram helps in solving most inconveniences.
Don't call us, we'll call you - the unachievable expectation set by service providers
The sales pitch by service providers has always been that they are so
good that before a client knows about a problem, they will receive a
"pro-active" call telling them about it. Never mind, that the best
possible notification between the customer and the service provider
knowing about an outage is at the exact same time. Unless service
providers start buying up the remaining inventory of De Loreans to
enable themselves to time travel, the above mentioned sales pitch
creates an unachievable expectation.