lammert - 3:54 am on Feb 22, 2010 (gmt 0)
My experience is that technicians are optimists by nature and they just hadn't any idea of the size of the problems at the beginning. This looks like a Rackspace problem a few months ago where a transition from normal to UPS power caused havoc. Instead of just restarting the servers, they had to replace a few hundred power supplies, routers, switches and other networking equipment before everything was running again.
An estimation of the size of the damage and the needed action and the time frame for repair is often subject to iteration in this kind of situations. But I agree that they should be able to make a good estimation of the ETA now and communicate it to their customers.