Very disappointed with support...

[siceman105]

I've been with JPC for about 8years now, and Ive recently become very disappointed with the quality of first line support.

My most recent problem is the straw that broke the camels back. They first of all locked my mail accounts (without telling me) because of a high number of bounce emails crashing the server. So I opened a ticket and finally they figured out why they had locked the mail.

So then Im told that unless I sort out theproblem, they will keep the mail files locked.

Im not a server tech, but they kept sending me useless log files and expecting me to come up with a solution. My understanding is that anyone can enter my domain as a bounce back email, for example microsoft.com

So how can I stop that? Ive spent the last three days trying to get an answer from them, and all thats happened is Ive gone in circles.

Im tired and fed up with JPC.

[JPC-Masood]

Has this issue happened first time in 8 years? were you not notified via email or ticket about the problem?

[siceman105]

This is the first time this issue has happened, but I wasnt notified last week when i suspect if first occured. Instead the mail files were locked, leaving us wondering why on earth email wasnt working.... one of your techs even went through the trouble of investigating it.

My question still stand (and by all means take a look at the ticket).... what am I supposed to do about the problem. Apart from copying and pasting server logs Ive had no constructive direction from teh support techs.

[JPC-Masood]

Ticket #?

[siceman105]

12698075
and
12697487

[JPC-Masood]

You have been notified many times in the past several years about this issue. I have personally notified you and we have worked with you when I was working in support. I'm not sure why you are saying that this is the first time this issue has happened?

[siceman105]

Hang on a second, what issue are you talking about?

The ticket says there is a problem with emails being bounced back, that issue has never been raised before, if it has please send me the ticket ID so I can take a look

[JPC-Masood]

All your email issues of "high email activity" are interrelated, whether bounced emails or dictionary attacks. Please have your ticket escalated to Level 2 and work with senior techs and follow up with them.

[siceman105]

Masood, I think you owe me an apology. There have been issues in the past, but these were due to non standard set up of domains, not email activity.

I think JPC should rethink its support policy. Instead of assuming that the customer has done something wrong, why dont you start acting like we're on the same team?

[JPC-Masood]

I am sorry. I confused your high mysql activity with email one. Your issue should be resolved by now. You are hosting some remotely exploitable scripts which is being abused remotely by hackers/spammers to send spam. Details will be posted in ticket.