Sat 16 Oct 2004
- Customer requests help
- Help comes in about 2 hours
- Customer thinks that’s not too bad
- Customer requests help with another problem
- 12 hours later, customer upgrades 2nd request to urgent
- 12 hours later customer leaves message on 2nd help ticket again
- 12 hours later, customer re-opens 1st ticket, because it did get answered, alerting support to 2nd request
- Support answers 1st ticket, ignores 2nd
- Customer opens 1st ticket again
- Support aplogises for missing 2nd request, says someone will be on to it soon, closes first request
- 4 hours later, still no response to 2nd ticket, customer comments on 2nd ticket that he thinks their support is terrible
- Support says that they did not respond because they did not understand what the customer was requesting
- Customer replies that 48 hours is a long time to seek clarification, especially that they say support is 24/7
- Customer goes to new supplier
I guess thats what you get for using a quality host server.
If it was me I would be mighty peeved with that kind of service.
When this newbie was looking for a host I found WebHosting talk a handy place to get some answers.
Good luck with the switch.
Yeah, I know. I found what appears to be quite a good host now. Heaps of space and bandwidth (probably oversold) but the server is quite fast and appears to be reliable.