The longer I'm with JPC...

[DSD]

... the less happy I am! keep reading below the quote.

quote from other thread I found somewhere on this forum.

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JaguarPC 2008 - Next generation in web services

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We are pleased to announce a number of positive changes taking place starting with some personnel changes. In 2007 we saw a tremendous response from our clients large growth in our market share. We continue to set the bar for the hosting industry and uphold JaguarPC traditions of quality and out of the box thinking.

In a time of cut backs, downgrading, overselling, and just general market crunch we continue to thrive. While we leave our competitors scurrying to catch up we'll just go ahead and put some distance on them here in 2008. Believe me when I say we have some wicked cool and exciting things in store for this year and no, not just the ass end of the year . Thats right I showed my 30 something age and used the word wicked.

To kick this off we have made a lot of positive changes in terms of staff and structure recently. Already we are beginning to see the results. We're expecting lots of project advancements, product updates, and truly leading edge development to be completed this year. Here are just some of the noteworthy staff updates, congrats to everyone. We'll drop more details in our blog.

Masood N., Chief Technical Officer.
Robert Z., Technical Support Manager.
Nick R., Director of Sales and Marketing.
Tracie T., Customer Service Manager

There have also been some changes in shift leaders and other various roles and responsibilities. Each update equally as important as the other. Here in JaguarPC we are strong on the team ideology from top to bottom.

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My personal opinion, I think customer service has gone downhill. I think you've grown too big and can't handle the growth as far as customer service. I remember when it used to take only a few minutes for a response for a support ticket, and now sometimes it takes up to a half hour. I used to be able to just sit and refresh the browser a couple of times and have a response. Now, I wait and wait and wait, then I get tired of waiting, so I go to bed and just get up in the morning to check for a reply.

[jabbaonthedais]

lol, I had a ticket yesterday that took 17 hours to get a reply. I know exactly what you mean. Getting good answers has always been hit or miss. Sometimes they "read" the ticket and actually give you a good answer, other times its like they read the first sentence and gave you a canned response. But at least it was almost 24/7. But when the support rep replies asking for your password (which is already in the ticket he is replying to) and then takes hours to reply after that, its very frustrating.

[Ron]

Here is my most recent ticket:

12644707 Normal support 12 2008-02-01 / 21:19:21
[A Configuration issue with IonCube is outlined in detail]

- - - SYSTEM - - - 2008-02-01 / 21:20:06
A customer service representative has begun working on this issue.

- - Tech - - - : XXXXXXXX. 2008-02-01 / 21:32:48
IonCube files have been moved to a location which is accessible from jailshell. This is working fine now.

Less than a minute to open the ticket, then about 13 minutes to read my ticket and move files around and change configuration files to support the move and write the response.

You know, it all depends on when you catch them. If there are no major issues going on, you're likely to get faster service. Over the last week or so, they have been upgrading servers to a new php environment to further enhance data center and server security and that is certain to generate tickets like mine. If you were right behind me as I opened my ticket, you may have had to wait 13 or 15 minutes to get a response because they were working on mine.

Sometimes it also helps if you spend a lot of time making your ticket extremely detailed and geared towards the techs. Not always and maybe not in your case, but sometimes.

[jabbaonthedais]

You know, it all depends on when you catch them. If there are no major issues going on, you're likely to get faster service. Over the last week or so, they have been upgrading servers to a new php environment to further enhance data center and server security and that is certain to generate tickets like mine.

I'll have to give you that one. I honestly haven't posted any tickets until about a week ago when my server started going down constantly. Ever since I've been trying to get it resolved and have had some really long wait times on tickets. I've been waiting almost 9 hours for a reply to mine tonight, and like I mentioned the 17 hour one yesterday. But this was all within the last week so it could be that they are really swamped.

I'll have to say I don't know about your detailed ticket advice though. From my experience, the less you say the better. The more I type, the less the techs read.

[DSD]

Last ticket took almost two hours to get a reply. Big difference from when I first signed up and was getting responses within a few minutes.

There have been tickets where I've asked questions and get a reply that is totally irrelevant to my question.

[Calculus]

My site has now been down for nearly 48 hours. Jaguar support seem little interested, they have now ignored ALL my tickets for nearly 8 hours.

I could understand that if it's a minor problem but I'm losing serious money and repuation here.

Used to get great service from them but now, seems many of us are in the same sad boat......

[JPC-Tracie]

I understand your frustration and sincerely apologize for the wait times on your tickets. Support is extremely busy right now, as such wait times are longer than usual. Our techs are working to get all tickets answered as quickly as possible. Hang in there!

[Frank Broughton]

If support is not what you want, you all have the option of doing it yourself via a VPS!

[Frank Broughton]

I could understand that if it's a minor problem but I'm losing serious money and repuation here.

Serious money? If serious money is involved you need a serious solution with redundancy, not inexpensive single host hosting. Your reputation should take a hit if you rely in single site hosting for accounts with "serious money" at risk.

[Gwaihir]

I've personally learned a long time ago to post all non urgent tickets during JagPC business hours.

[Rob]

Serious money? If serious money is involved you need a serious solution with redundancy, not inexpensive single host hosting. Your reputation should take a hit if you rely in single site hosting for accounts with "serious money" at risk.

I always find it amusing that people host mission critical applications in one location normally without backup

[gls]

I've been with Jag since then acquired Aletia.. so way back, and haven't ever had any issues with them or customer support.

I've learned over the years that the key is not being pushy, and I'm not saying that you are, but people most definitely get a better outcome if they are nicer and do not expect an answer as soon as the ticket goes in. Because it does take time for them to troubleshoot and see what's going on. And they want to come back with a solution for us, so they're not going round in circles. At least, that is my experience.

I think this place is great, obviously or I wouldn't have stuck around for all these years. I recommend them all the time, even without a referral reward for me.

[Vin DSL]

I've learned over the years that the key is not being pushy, and I'm not saying that you are, but people most definitely get a better outcome if they are nicer and do not expect an answer as soon as the ticket goes in...

Exactly!

You need to be a ppl person.

Techs have feelings too!