Support Issues!

[PrincessofWails]

I opened my Aletia account several months ago and have generally been pretty happy with it. In the beginning, I had to use support several times in order to set some things up and the waiting time for a reply was actually not that bad. However, it seems to be getting worse and worse. After peeking in here today, I'm glad to see it's not just me (or maybe not).

On March 10, I opened a ticket requesting information on how to change my account password. I tried it the conventional way, by clicking on the password icon, but it would not allow me to change the password, saying that it was a dictionary word (both when I typed in real words, made-up words, and a combination of letters and numbers). As of today, March 29, I am still waiting for a response.

About a month ago, I'd mentioned to a friend of mine how happy I was with Aletia, so she moved her personal site here last week. She encountered some difficulties, though, and messaged support over and over... but received no response. I am now embarrassed that I talked Aletia up so much when she is now so unhappy. She did send them another message, stating that she wanted to cancel her account because she was being ignored by the help desk (something to that effect) and had a response to her question within three minutes. Is this what needs to happen? We have to threaten now?

Just ridiculous. And I'd still like to know why my password cannot be changed.

[PrincessofWails]

Since I posted a concern here yesterday, I wanted to come back and post the update.

I mailed support again with the ticket number asking for help again. Almost immediately, I had a reply from Laura who is now helping me with the password issue. I feel guilty now about being so harsh yesterday and am hoping that maybe things are on an uphill climb again.

After doing a pretty thorough reading of the forums yesterday, I felt bad for the Aletia staff. All of this has to be as frustrating to them as it is to the customers. I, for one, hope that Aletia is back on track and isn't going anywhere... because I have been very happy for the most part (other than the support issue) and I am staying! :weyes:

[tekygonnabe]

Originally posted by PrincessofWails
Since I posted a concern here yesterday, I wanted to come back and post the update.

I mailed support again with the ticket number asking for help again. Almost immediately, I had a reply from Laura who is now helping me with the password issue. I feel guilty now about being so harsh yesterday and am hoping that maybe things are on an uphill climb again.

After doing a pretty thorough reading of the forums yesterday, I felt bad for the Aletia staff. All of this has to be as frustrating to them as it is to the customers. I, for one, hope that Aletia is back on track and isn't going anywhere... because I have been very happy for the most part (other than the support issue) and I am staying! :weyes:

Thats great news, neighbor!