I am reporting on a recent Orcon Outage we had at our Hamilton Home.
Got up early last Tuesday to baby sit granddaughter.
Did a few things online then went and did my thing.
A few hours later wife reports no internet or phone at our place.

I get back home (1445) and ring orcon helpdesk-quick response from them.
They will look into it.
Next day I ring to find out progress. They will escalate to level 2 support and class it as Urgent.
Thursday morning I rang again to find out progress. Ricky did a line testc and ascertained it was "Bad" 
By Friday evening I was getting a bit brassed off as :
1. Having to chase things up every day.
2. getting progress reports as to what was happening was not happening.

Thursday evening I twittered @Orcon to say that I wasnt happy with the situation.
To his credit Matt came back and wanted me to DM my details. I did and he quickly replied that Chorus will follow up today.

Anyway knock at the door around 9 am Friday  -technician stated that yes there had been a problem at the server and he had fixed it. He was here to check that everything was working which it was.

So in summary a bit of a mixed picture re customer service here.

What sort of time frame would people expect to wait to get a situation like this sorted ??
Would folk expect some sort of reporting as to progress??

Thanks to Matt for perhaps expediting my situation