Need someone from support to contact me ASAP

[Shag]

I need to be contacted ASAP by someone in support. I am unable to submit a trouble ticket, as the email on file for that is no longer available to me.

Please email me at jp8824@yahoo.com.

Does anyone know of a phone # for support?

[JPC-Greg]

Hi,
We do not have phone support. To get your login email sales@jaguarpc.com or give us a call at our sales number on the contact page.

We will need your name, domain, last four digits of the credit card on file. We can then give you your login for the client section.

[ddukemail]

I'm considering moving to another host now, but lack of phone support at JaguarPC concerns me. Any comment from the moderator?

[mattsiegman]

Don't worry about it. I've never had a need to call them. I know that other people here do occasionally call them though

[JonathanB]

I've never needed to call either. Any problems I've had have been solved fairly quickly through the support ticket system.

[ddukemail]

Thanks for your responses. I can tell there is a very active and supportive user base here. I'm also considering Lunarpages. I've sent them in inquiry but no response, so I'm not sure what to make of it.

I'm leaning now towards hosting on two sites and then switching over quickly if the problem is serious enough.

Now if I could only find some people for php-scripting and theme support at a good price I'd be set.

[Vin DSL]

Originally posted by ddukemail
I'm considering moving to another host now... lack of phone support at JaguarPC concerns me... I'm also considering Lunarpages...

Phone support is purely psychological. With the exception of ISP[s], I have never received any acceptable degree of support over the telephone in 20+ years of computing. All you ever get in some smuck reading from a script... the realtime equivilent of a 'form letter.'

If you want to be a successful webMASTER, you need to figure out how to use Google effectively, improve YOUR writing skills and practice reading comprehension. If you feel the only way to succeed is by 'bitching out' someone on the telephone, you might as well hang it up right now. You're screwed...

[Vin DSL]

Originally posted by JonathanB
I've never needed to call either. Any problems I've had have been solved fairly quickly through the support ticket system.

This is a very subtle (but important) point which is often overlooked.

Tech Support can spend all their time answering the phone, or they can spend it fixing stuff. IMHO, I'd rather have them solving problems than acting as a arm of public relations, placating a handful of malcontents...

[jason]

Originally posted by Vin DSL
This is a very subtle (but important) point which is often overlooked.

Tech Support can spend all their time answering the phone, or they can spend it fixing stuff. IMHO, I'd rather have them solving problems than acting as a arm of public relations, placating a handful of malcontents...

Yes, and even Jag has said this in the past. Phone support is useful for simple things, like forgoten passwords, but not for much more. First of all, in most organizations, the tech support people you talk to on the phone aren't the techs that actually work on the problems. As Vin siad, they are just people who read answers off a screen and log tickets for the real techs to handle. You can do that yourself, skip the middleman...

Another disadvantage of telephone support is that it is much harder to convey problems over the phone. If you are telling a phone support guy what an error message is saying, he has to transcribe that into a ticket and is likely to mistype something. What happens when the error you see says it happened in line 1324 and he enters 1234? Also, how to you convey the results of a traceroute to someone on the phone? With tickets you can just copy and paste and these things are never a problem.

I agree with Vin in that phone support is purely psychological. You feel like your problem is being resolved more quickly if you are talking to a human being, but in reality that human being probably can't actually help you with your problem. from an organizational standpoint, phone support gets expensive because people expect their problems to be solved while they are on the phone--so you have to spend money on hiring people to calm irate customers instead of spending it on people who can actually fix problems.

If anything, I think that if JPC offerend phone support it would slow down response times, not improve them.

--Jason

[ddukemail]

Good inputs all. Thanks, I think I'll try out Jag. I need a test site anyway.

[PA-Scott]

I have to agree with the above comments regarding phone support in terms of effectiveness.

I've had a few issues with Jag, but none of them ever had to do with responsiveness of their tech support/ticket system. They are extremely prompt and I've never experienced a non-response using their system.

If I have a complaint it is that I've had to utilize the system a few too many times, particularly in regards to webmail issues, but that's another discussion and I don't want to get Vin started.