What is wrong with tech-support?

**?siddharta** · 04-19-2006, 03:09 AM

i sign up with jaguarPC for all the good ratings arround the web, everybody talks about the super quick response of the tech support department.

But i have to say i'm very (very) dissapointed!! i have to wait up to 15 hours to get response. And looks they are not working 24/7 since i placed a thread 8 hours ago and still nothing!!!

You guys MUST improve your tech support, this is the most important thing in a hosting company and that's the main reason a customer could leave you.

Based in the poor and slow support answer i have found yet, i'm very afraid of using this company to host serious proyects. I will like to give you a second chance... but my service still not working!! matter in fact i did't even started !!

I hope jaguarPC change my opinion improving their customer service. Or i'm affraid i will have to ask for my money back.

**rainboy** · 04-19-2006, 03:39 AM

i sign up with jaguarPC for all the good ratings arround the web, everybody talks about the super quick response of the tech support department.

But i have to say i'm very (very) dissapointed!! i have to wait up to 15 hours to get response. And looks they are not working 24/7 since i placed a thread 8 hours ago and still nothing!!!

You guys MUST improve your tech support, this is the most important thing in a hosting company and that's the main reason a customer could leave you.

Based in the poor and slow support answer i have found yet, i'm very afraid of using this company to host serious proyects. I will like to give you a second chance... but my service still not working!! matter in fact i did't even started !!

I hope jaguarPC change my opinion improving their customer service. Or i'm affraid i will have to ask for my money back.

?siddharta,

I am a fairly new customer of JPC, and did not face the problems as you do, maybe the misunderstanding you have is that your sales requests are handled 24x7, this is not true, sales request are only handled during business hours. The setup of your system is also done by sales. As support is only there for helping you with your problems, and not spend time on installing servers.

About the support department i can not say a bad word at all, all my support related questions where answered within 10 to 15 minutes, and if they did not know the answer at once, they honestly told me and came back with a answer a bit later, but still within a very reasonable time-frame.

Looking at the time of your post, i assume you are not located in the US, as JPC is, their office times (only for sale) are quite a bit off and they might not even have seen your request yet.

I would wait another 4-5 hours from now, and i am sure they will get back to you.

Kindest regards,
Patrick

edit: fixed a typo

**Vin DSL** · 04-19-2006, 03:47 AM

Originally Posted by ?siddharta

Based in the poor and slow support answer i have found yet, i'm very afraid of using this company to host serious proyects. I will like to give you a second chance... but my service still not working!! matter in fact i did't even started !!

Care to share? Or, do you just want to rant?

What kind of problems are you having?

**?siddharta** · 04-19-2006, 04:03 AM

hello rainboy

thanks for your answer, you are right, i'm posting from Costa Rica.

My problem is not with sales department, actually, they reply my pre-sales questions very fast.

The problems came After i sign up, VPS the installation was incomplete and they have to re-install my OS since the one i choosed were not compatible with the control panel i choosed.

Right now i'm wating some one to tell me what DNS i have to set in my domain cause they gave me 2 different ns:

ns3.nocdirect.com
ns4.nocdirect.com

---AND ---

ns3.jaguarpc.net
ns4.jaguarpc.net

i tried yesterday with the first one, and today with the second, but my domain still dead.

I can access through the IP adress so i know the VPS is working and the problem is just a bad configuration of my domain, but no one tell me what to do.

i think this is the kind of issue of a tech support department...

**Vin DSL** · 04-19-2006, 04:20 AM

Originally Posted by ?siddharta

...they gave me 2 different ns:

ns3.nocdirect.com
ns4.nocdirect.com

---AND ---

ns3.jaguarpc.net
ns4.jaguarpc.net

i tried yesterday with the first one, and today with the second, but my domain still dead.

I can access through the IP adress so i know the VPS is working and the problem is just a bad configuration of my domain, but no one tell me what to do...

Either set of name servers should work. There are others that work as well.

Here's a list of JagPC name servers...

http://www.jaguarpc.com/support/dns.php

Personally, I use:

Code:

ns.nocdirect.com
ns2.nocdirect.com

And, it takes up to three days for names to propagate around the world, so give it time. It all depends on how often your ISP updates their zone files, and JagPC has no control over that.

**Gwaihir** · 04-19-2006, 04:30 AM

I fear that ticket took a very weird turn somewhere in the system, as that's a basic misunderstanding that could (and thus should) get a quick answer right away. Most likely someone mislabeled it "sales", causing a wait for sales hours to start.

AFAIK they both work (as do all others on that list). However, as Vin says, not instantly. You make those settings and then wait for them to propagate.

**?siddharta** · 04-19-2006, 04:43 AM

I changed another 4 NS i have hosted in other place and they are working so i know my ISP already update the DNS 12 hours ago.

Maybe Gwaihir is right and the ticket is sent to sales instead of tech support.

Thanks for your answers guys,is just i feel frustrated with the service, i have waiting for 6 days to see my site working and the response of my tickets takes several hours, is natural to be afraid about what could happen when i have a real problem.

**rainboy** · 04-19-2006, 04:53 AM

?siddharta,

Just wondering which of your domains is not working, maybe there is something else wrong. Maybe you can post the domain you got a problem with ?

Kindest regards,

patrick

**?siddharta** · 04-19-2006, 05:12 AM

as i just starting, i only have the main domain with this account. The domain is "enminutos.com" and the ns are

ns3.jaguarpc.net
ns4.jaguarpc.net

**rainboy** · 04-19-2006, 05:26 AM

?siddharta, it looks to me your domain is correctly adjusted and updated in the DNS of the place where you registered it, however it indeed seems (but anyone from JPC correct me if i am wrong) that your domain is not yet added to their DNS server.

This should be a fairly simple task for the support team to do, i start to believe that what Gwaihir said might be true, something did get mixed up, or there are other explanations why support is not able to solve it right now.

I hope you created a ticket in their system (not to the sales department queue) , and not only posted your message here. But reading your messages i assume you did use the client desk.

I wish you all the best to get this solved. One tip i want to give you is not to use bold letters and words like MUST, it might scare of the technicians, i know that we as foreigners are often limited in our vocabulary and sometimes sound to harsh even while we don't mean to be like that at all.

Kindest regards,
Patrick

**rainboy** · 04-19-2006, 06:06 AM

For if a 'tech resp' checks this topic:

[~]# nslookup enminutos.com ns4.nocdirect.com
Server: ns4.nocdirect.com
Address: 69.73.136.223#53

** server can't find enminutos.com: SERVFAIL

[~]# nslookup enminutos.com ns3.nocdirect.com
Server: ns3.nocdirect.com
Address: 69.73.134.223#53

** server can't find enminutos.com: SERVFAIL

kind regards,
Patrick