customer service feedback

Why was the only update from BBMeesherbeans that there was no ETA? ..and then suddenly on Saturday everything was back up. People pay money to play your game, I work in a very similar industry and this sort of gap in communicating progress with your customers, cause of the downtime, timelines for the outage, and compensation is intolerable and shouldn't be acceptable to anyone. I could never get away with telling my customers "sorry you won't be able to use the application and I don't know when you'll be able to. Oh and by the way I will communicate sporadically and not explain anything to you." You guys are a company that earns money from customers. The product is important, dealing with security problems (which is what this had to be) is also important but you've successfully alienated the population by not interacting/communicating. "No update" for 2 days and then fixing the game doesn't qualify, you were doing offline troubleshooting and testing of the game before it was turned back over to us for play. I'm sure you'll have post-mortem on this, if you do please seriously look at how you interact with the public and commit to regular communications that actually have some information and put forward a timeline during outages. I'm sure this was frustrating for you, as it was for us, but you guys can and should do better in the future that would go a long way towards alleviating the frustration that the customers experienced on this one.