Hello RKSV, if a member has any problem with NOW, whom does he contact, you or NOW ??
You can contact both of us . As your broker, we will do the needful to get you the help needed. Worst case, we may have to call you back if the agent on the phone can't give you an answer right away.
When a company directs your call to another firm and doesn't follow up on the issue on hand, it's a sign of poor customer service. We hate when that happens to us!! So we try to avoid that as much as possible.
If there is a major outage, we would find out and update our communication portals (twitter) as soon as possible.
Best,
RKSV