Aquarius down?

[Mikalee]

I've been a happy client of JPC for over 3 years and support has always been great, but this situation is becoming ridiculous. Aquarius was acting up for 3 days and eventually I was told that the array needs to be rebuilt (announcement here: http://forum.jaguarpc.com/showthread.php?t=18317). Les also told me that I can choose to move to another server if I like as he wasn't sure how long it would take to fix it. That was at 2:40pm yesterday. I responded asking how long the site would be down if I did transfer it (at this point the server was very slow, but still up). At 4pm I got a reply saying that the server had been taken down to be rebuilt and it would take 15-60m to transfer my site.

I waited 3hrs, the server was still down, so I replied to the ticket with a request for an update and to move my site if the server wasn't back up by 10pm. It's is now 10am - I have sent multiple other requests for any kind of update and the server is still completely dead and I'm still on it (ticket #12576748).

Does this seem like extremely bad service to anyone else? My ticket status has been a 'new' emergency ticket for 16 hours now with 4 requests from my end for an update and *nothing* back. at all.

[JPC-Masood]

The server has been up and running since last 18 hours. Is your individual site down?

Your ticket is not in support queue hence no reply. It is with the management, and they are not available 24/7.

[Mikalee]

The server has been up and running since last 18 hours. Is your individual site down?

Your ticket is not in support queue hence no reply. It is with the management, and they are not available 24/7.

PM sent with more details...my site went down when the server was taken down (around 3:30pm yesterday) and has been down since. Can my ticket be moved to the support queue? I just want to get it back up...

[JPC-Masood]

pm replied.

[Frank Broughton]

The server has been up and running since last 18 hours. Is your individual site down?

Your ticket is not in support queue hence no reply. It is with the management, and they are not available 24/7.

Masood, I have mentioned this is the past and again now. Many people have no idea there is any difference between sales and service. A better explanation of this needs to be presented on the website, in the client ticket area and in the initial email that is sent to all new clients. And now even perhaps a reminder once a quarter.

This is one area that causes a bad name for JPC and it need not. You guys are GREAT in service and get the whammy on sales issues.

Sales are not bad, just limited and a better understanding of this to the clients IS MUCH NEEDED!

An audit of the initial emails sent to new users is needed to CLEARLY explain this in English that a foreigner can understand easily!

[Mikalee]

Though this was a different situation altogether. I initially opened a trouble ticket (with support) - after a few back and forth updates, they said they are forwarding me to management. Les, from management, replied a couple of times...after which there were no more updated (even 'til now).

I think this is even more confusing for a client as I have NO way of knowing that regular support staff can not read the management support (trouble) tickets - and that once management leaves the office then there's no one on the other side at all.

[Frank Broughton]

hello.......................... dollllllyyyyyyyyyyyyyyyyyy

[Daniel_DBS]

i agree with frank on this one.. support and service are jags strong points but sales in another subject.. it took 3 days to get my account switched from a reseller to a VPS.. and i initialized it midday on a friday.. i am curious as to how many people prejudge JPC due to its weakness in sales.. numerous times i have logged onto the live chat to ask a simple sales question and can sit in the queue for 10 minutes and it say 1 person waiting.. some things need to be improved and i am hoping it does improve... Jag is awesome but if people cannot get there questions easily answered and understand the process then i am afraid a couple of them do not stick around..

[EuroNut]

it took 3 days to get my account switched from a reseller to a VPS.. and i initialized it midday on a friday

The moral of that is to only order Monday thru Thursday if you want a VPS "next day". Weekends appear to be Jag's "weak end", if you get my meaning?

[Tcarter]

I realize this post is a few weeks old, but id like to update it anyway for anybody who reads.

JaguarPC has been overloaded in sales for quite some time. Fortunately, we have picked up an abundance of new staff for both sales and support. You should now expect to see an increase in sales responses.