Error During Checkout - NetSuite Problem

We just had a customer call up saying they got the system maintenance notifcation at checkout. This has happened quite a few times to us to us and I know it's happened to others.

Just tried to log a case on it, but got told that unless it happens again then it's probably just maintenance at netsuite. However, I had to keep insisting that I wanted him to tell me the reason for this particular error, so that Netsuite are fully aware of why this would happen and what causes it.

He finally told me it's caused my the customer missing information at the time they submit the order. So, there was no friendly message telling the customer this, just a system maintenance window. I pointed out that this is now a Netsuite issue because they should be catching this error and telling the customer what is missing or finding out why NS thinks information is missing (the latter more likely as the customer then called me - She had contents in basket, she filled in credit information, address etc. When she called me, it was all there - I practically