I’ve been learning a lot about photography and Photoshop from Kelby Training’s online videos for the past two months. Most of the videos are quite good. But the video files have now failed to stream for two weekends in a row. I’m paying $24.95/month, and I really only have the weekends available to spend time watching this stuff. Last weekend I was told:
Our location was down due to extreme weather conditions this past weekend that disrupted our servers for the Online Training.
Okay, but what’s their excuse for this (three-day) weekend?
Kelby Training didn’t voluntarily credit their customers for the downtime, which seems remarkable for a time-based service. I had to ask for a partial-month credit, which I did receive. It also seems odd that in the 21st century there isn’t someone available, at least on-call, to solve infrastructure problems like this on weekends. Even ten years ago we all knew how important it was to have someone available 24×7 for such incidents, and that was true even for websites and companies far smaller than Kelby Training. They should also have a Twitter feed, or at least an RSS feed, to which they post information about outages and expected resolution timeframes. Maybe there is such a thing, but I couldn’t find it. Oh, and while we’re at it, how about some social-networking and community features? There’s not even a forum where students can learn from one another or interact with the instructors. Very 20th century if you ask me.