Help me! Jaguar support tickets will kill me

[hip]

Help!

Yes, I found some happy nice tickets some time ago at JaguarPC Support. Some other tickets were not that cool but after playing a bit and sharing some bone we become friends. But now I've met a fierce one and I'm sure it will bite me if I don't bore myself to death before that.

Translated: it usually does work the Ticket Support System, sometimes I had to play a bit hard with 'Smith', 'Robert', 'Andrew',... but things got cleared if not solved at the end. But now I find they're just trying to make time and get me tired until I give up.

For a laugh check the latest rows in the conversation (?). No, it's not Grouxo Marx in a Monthy Python sketch, "Feel free to contact us..."

- - - Tech - - - 2006-04-17 / 11:57:26
Hi, We are working to fix this problem with CPanel we have tried to fix it but the problem still persists. We will update you soon.

Feel free to contact us if you need further assistance.

Regards, Nelson

+ + + Client + + + : Hip 2006-04-17 / 19:47:21
OK. I just can't imagine what CPanel has to do with it. Hopefully we will end up solving some error here or there. [...] I keep the ticket open to your answer and I'll be back in case "the problem still persists".

- - - Tech - - - : Smith. 2006-04-17 / 19:55:06
I don't know why the Horde is not displaying the Maintenance page at login. [...] I have enabled the Maintenance option again and only once I got the Maintenance screen and I Switched Maintenace and thats the thing that never displayed the Maintenance Screen again. Horde saves all of the users preferences in its database and I have even checked and verified that the Maintenance Option is set for your email account but still Horde is not displaying the Maintenance Screen.

Let us know if you need further assistance.

+ + + Client + + + : Hip 2006-04-18 / 05:06:41
Well, that's sincere now, at least. I'll keep the ticket open in order to try to get some solution to the 'maintenance persistent error' MPE by any Jaguar Support Member JSM, someday.

Thank you, Hip

- - - Tech - - - : Nelson. 2006-04-18 / 06:38:10
Hi, Thanks for the update. The ticket is in open status.

Feel free to contact us if you need further assistance.


+ + + Client + + + : Hip 2006-04-18 / 06:43:10
OK, thank you. I look forward your solution.


- - - Tech - - - : Nelson. 2006-04-18 / 07:37:12
Hi, You are welcome.

Feel free to contact us if you need further assistance.

+ + + Client + + + : Hip 2006-04-19 / 04:37:51
ok, I just hope not have to wait until next month. :-)


- - - Tech - - - : Nelson. 2006-04-19 / 05:08:53
Hi,

As the previous tech have replied you that he have checked all the options to show the maintenance page but the page is not coming up. We will try to solve this with the CPanel support team.

Feel free to contact us if you need further assistance.

+ + + Client + + + : Hip 2006-04-24 / 04:10:46

Any news?

Feel free to contact me IF you have any news.

Regards,
hip

It is not a high priority problem at all, but it is some annoying, slowering problem, on my webmail system. I've showed (just) the last threads of the ticket, simply for you to judge yourselves.

What am I posting this for?: to shout my anger out, to find any sympathy and to ask for a Support System Survey or, at least, to be able to post 'the guy in charge' of the Support Team. I like to do my job the best I can and that's what I ask the people I work with to.

I'm sorry if I annoy anyone but I needed to complain.

Have a good day and some luck,
hip

[Rye Seronie Oh]

That's pretty crazy. We didn't fix it, but let us know if there's still a problem. Ha! I've never had that happen to me, thankfully.

[JPC-Greg]

moved to support

[hip]

Hi Jag,

I do not want to annoy no one, but I like things to be clean and neat. So, I don't understand why you took the post away. The support ticket is already opened and this post is (was) supposed to be some critic (yeah) on the Jaguar Support Team to be available to read for anyone in the forum.

I'd like to know the reasons for it to be unpublished (at least in front page).

Thanx,
hip

[rainboy]

Hip,

Jag only moved the topic to the correct forum area.

It doesn't show up on the front page, because it was not the latest message in the : General Support area. As soon someone updated it (i.e. you did by entering a reply) it would show up there again, till someone else updates another post in the same forum.

So if you are accusing jag for censoring the board, i think you are wrong.

Back on topic:
Maybe you can ask support to give this issue to a senior tech if they can't find the solution, but if they go directly to cpanel i guess that did already happen. When waiting for a solution from cpanel, my experience with different hosts is that it can take some time. (hint: check out the cpanel forums itself, maybe they got a solution for you there).

Kind regards,
Patrick

[hip]

Hi rainboy (Patrick),

You're right: SORRY.

But I still don't know why this post was moved to 'Support'. I've asked for support through the Ticket system, and it should give the requested solution. As said it is not a major issue. What I'm posting is 'just' a complain (a scream), and I'm even trying of make some fun of it and take it as humouristic as I can.

Then the Open Discussions Forum is for "Meet new people and have fun, anything goes." and criticisim was my only purpose here. So, I now recogn there may be good will in Jag's move (thanks and sorry, sincerely) but don't think this post should have left from where it was.

In case it's not clear enough: I'm not looking for a solution to my webmail problem here but to show how weird it can become the ticket system support. It does look as if the (the support team) have a control on the minutes they 'delay' to answer a ticket, regardless of the answer they give. (If you read carefully to the 'ticket conversation' you'll see it gets freaking empty).

Thanks for the reply,
hip

[rainboy]

Hip,

I did read it, and well, i can not disagree on it, neither i did say i disagree on your post, i read it earlier today, but since i didnt have anything to say about it i kept quiet, but when you where suprised about the move (wether or not this is the right thing to move it to support, thats up to the interpertation of jag) i found a reason to reply.

I dont know what problem you exactly have with the webmail (you left that part out of the conversation), maybe there are people on the forum who can help you out as well.

Kindest regards,
Patrick

[hip]

Hi Rainboy,

I've left the tech problem out of the conversation for I'm not looking for any solution here in the forums, I'm too fed up of explanations about this webmail problem and believe it'll be solved by tha beginnig of the month 'automatically' by the webmail (Horde) app itself. The ticket size is MUCH longer than the bit I've reproduced here.

If you've read my post (and you have) you'd have noticed, as well, that I'm asking for some way of survey (call it quality control) over the Support System, and anyone running a some-employes-bussiness or any kind of project knows it cannot be ran by themselves (what would be very silly) but by a 3rd party person/ department. Be it done properly and it would be an improvement for both Jaguar and we, its customers.

I'm not gonna reproduce the follow-ups, but I'm already having the same kind of empty 'Feel free to contact us if you need further assistance.' answers from them again. Yes, I do need assistance! (but can't be posting over and over the same stuff). Desperate!

Thanks for the reply and attention. And I insist: I was wrong (and you right) about my fear of censorship.

Have a nice day,
hip

[rainboy]

Hi hip,

Shame you dont want to share your technical problem with us, who knows someone actually knows the solution you are waiting for (even while it has no priority to you). I can understand waiting for a month is quite long and you may get desperate, however i did have this with previous host as well as soon they need to contact cpanel support. (maybe thats where it stalls ?).

Anyway, you are right, a survey on support does not hurt any company, it even might improve their processes. I do send my customers surveys from time to time, and the response on the surveys was good (even better as expected). However it did also show some things my customers where looking for and couldn't get. Needless to say we implemented the changes the customer asked and we are again a step further. So yes, i would encourage jag to do a survey under its customers. Frankly not only towards support but also to the sales experience.

Kindest regards,
Patrick

[Spathiphyllum]

Not a particular snipe here, just an overview regarding customer relations.

I agree that surveying customers is a valuable tool inasmuch as complaining customers are too. Too much from either becomes more of a nuisance than productive tool.

Customers who complain continuously (and some do just because it's their nature) may not be reasonable in their expectations; however, a customer with reasonable demands is a business' best resource. They are likely to find the flaws that go unreported by numerous other customers who just decide to move their business elsewhere uttering nary a peep. Business needs squeaky wheels to improve their product, as long as the squeaking is sincere and rational.

Fortunately, Jaguar is quite responsive to complaints even if an occassional problem eludes them.

hip, I'm sure Jag will handle your issue, and your bringing it to the company's attention will not be viewed as an annoyance. Your issue will get solved.

[Vin DSL]

Hip, I've been following this thread, and find it extremely difficult to understand what you are trying to say, e.g. the message isn't getting through. After reading your posts over and over again, I still don't understand them -- and I deal with a lot of 'foreigners' speaking in broken english. In your case, it's like the sentence structures are all scrambled...

I would imagine Tech Support is having the same problem[s], and are at a loss for words! That "Feel free to contact us if you need further assistance" stuff is probably added automatically to their replies, like 'sigs' in these forums.

Perhaps you should explain 'the problem' to a friend or acquaintance and have them do the 'keyboarding' for you!

[hip]

Hi,

Thanx to all three, rainboy, Spathiphyllum and Vin DSL.

Yes, I really believe surveying of all departments in a company should be done regularly. Doing it too often could be a hassle, but no survey at all (as well as no way out to complaints) could be a pain in the a** of both customers and, consecuently, the company. Thankfully we still have the forums at Jaguar. Not all hosting companies offer such a tool.

So yes, i would encourage jag to do a survey under its customers. Frankly not only towards support but also to the sales experience.

said rainboy, and I agree.

Waiting for a month for an error to be solved is a bit too much, it's true. But my problem is not prioritary at all, so it's not such an annoyance to me. My complaint is about the way the Ticket Support System behaves to customers. I won't go on and on the same lines: if you haven't read the ticket sequence, you should go to the above lines at my first post.

I'm sure the issue will be solved. I've been very happy with Jaguar until now and still am (and I'm not a new client, BTW). But I believe some criticism from inside is always positive. I like this host, I recommend it to my clients, and would like it better, as every other Jaguar client would.

Thanks, Vin DSL, for pointing out that "Feel free to contact us if you need further assistance" stuff is added automatically. Maybe (I may be wrong, of course) they shouldn't use such an automatic sentence to say: " You're problem is not solved, so Feel free...".

We didn't fix it, but let us know if there's still a problem. Ha! I've never had that happen to me, thankfully.

pointed Rye Seronie Oh out. Obviously anyone following the threads in this ticket will show a smile in their faces. (Not me)

I hope criticism will help Jaguar make things better, for my own interest.

Thanks for the rading. Have a good day,
hip