JPC Gone Down the Drain

[dayo]

Have a relatively trivial support request that has been going on now for 7 hours without resolution.

The "nice" kicker is that I need to make a followup request to the Sales section after the mob at the tech finish and after being kept waiting for so long waiting, the other ones at sales will close down for the weekend.

Absolutely brilliant.

I am now actively looking at my exit strategy.

[JPC-Jawad]

Dayo, we regret that you are facing this problem. Please provide the ticket ID here so that we can get it checked and updated asap.

[dayo]

The Ticket Number is 13105869.

[JPC-Jawad]

Your ticket is already claimed by a tech and being worked upon. You will be updated shortly in your ticket. Please follow up there.

[dayo]

Thanks. I got the update.

However, I have decided to end my three years here at the end of my current billing cycle.

[dayo]

Coming up to Nine Hours and counting

[JPC-Les]

I see Zishan is keeping your ticket updated. I apologize for the trouble.

[dayo]

Hi Les

He, along with the previous one, has come back with inane queries every hour or so and it looks like this can be kept up for another 24 hours.

What is really peeing me off now is that I know I will have to get to sales to update my license after he is done and that these will soon be bailing for the weekend so I will be screwed until Monday.

You have looked at the ticket … can you please give me any rational reason why it has taken nine hours without resolution? Explain why I am facing a charge, and please advise whether I should still hang around waiting or to go away and come back on Monday.

Thanks again.

[JPC-Les]

I checked the ticket and see no inane queries. I see the techs escalating then updating you that they had issues getting plesk working after the reinstall and similar things. I agree and I'd like this to be resolved asap which I believe it will be. Plesk can be temperamental to install sometimes but our techs will overcome and get you back online.

[JPC-Jim]

I will review the ticket, and find out where we have failed, and get it fixed. I will be around until late tonight, so we will not leave you hanging with anything. Once I have reviewed the ticket, and talked to the Senior admin, I will update you on what will be done to prevent these kind of delays in the future. You will not be charged for the rebuild.

[dayo]

I checked the ticket and see no inane queries. I see the techs escalating then updating you that they had issues getting plesk working after the reinstall and similar things. I agree and I'd like this to be resolved asap which I believe it will be. Plesk can be temperamental to install sometimes but our techs will overcome and get you back online.

Thanks for the feedback, Les. What got my goat was that at 2010-04-02/06:24:49 (1 hour + after opening the ticket), your tech responded to it and said he could either reset with a charge or refer to a senior tech.

I responded expressing surprise at what he said had happened and about needing my consent before referring to a senior tech. I went on to say he should go ahead with the reset to avoid delays. I would have thought that was clear enough.

At 2010-04-02/07:29:58 (1 hour after his previous communication and 2+ hours after opening the ticket) he then came back saying he was escalating to the senior tech and putting me on standby. Why, I don't know, given my previous instructions.

I immediately repeated that he should go ahead with the reset asap but this was ignored.

At 2010-04-02/10:39:02 (3 hours later, a couple of requests for updates later and 5.5 hours after opening the ticket) A new tech says they are working on it and that has been going on until now.

The "inane" bit was about not just doing what I asked for. PErhaps a bit strong but I thought I was clear.

I will review the ticket, and find out where we have failed, and get it fixed. I will be around until late tonight, so we will not leave you hanging with anything. Once I have reviewed the ticket, and talked to the Senior admin, I will update you on what will be done to prevent these kind of delays in the future. You will not be charged for the rebuild.

Thanks for the update, Jim. I look forward to sorting this out.

[dayo]

Thanks guys.

The first ticket has finally been resolved exactly 10 hours after it got opened

Here is the followup ticket with Sales: 13106090.

Hopefully they can sort it out before knocking off for the weekend.

Thanks again

[JPC-Larry]

Thanks guys.

The first ticket has finally been resolved exactly 10 hours after it got opened

Here is the followup ticket with Sales: 13106090.

Hopefully they can sort it out before knocking off for the weekend.

Thanks again

I have taken care of that ticket for you. If you need anything else, please let us know.

[dayo]

Sorted

Thanks for your help Les & Jim.