Slow slow slow slow support resonse times

[kentpyper]

Advertising 24/7 support is misleading, I think you mean, RESPONSE time to each query from 24 hours to 7 days each.
Really, I am trying to run a business and I am averaging 8-10 hours response time if not MUCH LONGER.
Your techs ask a questions, I answer within 3 minutes only to wait another 8 hours for your tech to ask another simple question which should of been asked in the original question.

What happened to the 10-30 min repsonses we used to get???? Do you only have 1 tech support person?
I am VERY FRUSTRATED and losing $$$

My current support ticket number is 13283802, level 3 emergency....

[JPC-NickO]

Hi Kent,

Your issue is not a 'level 3' emergency.

You were logging into the wrong URL which is why you could not access cPanel.
Installing a piece of new software is not an emergency.

At lot of times we are asked why we don't get to "level 3 emergency" tickets faster. The simple answer is almost everyone abuses the functionality and sets their ticket as urgent.

Yes have been slow today. I've been focused on dealing with several service outages which is higher priority than installing new software.

[GherkinDilds]

I am having similar issues though perhaps not necessarily as urgent as yours as I am assuming you are running a for-profit website. I'm just trying to set my server for the first time so that I can import by database and files. I've had the account for the last two weeks or so and it's still not up. I understand the procedure but I have hit a stumbling block which is being exacerbated by the ticket system.

I'll be honest, part of the delay is my sheer lack of experience, but much of it is due to slow response times reminiscent of what you are having - in my case, the tech support responses are so vague that I don't know what to do, I reply by asking for further details and then have to play the waiting game for a couple more hours.

I don't necessarily mind the wait at this stage but the wait wouldn't sting so badly if the responses that did come back were not vague. I've read about JPC's 30 minute response times before deciding to join. As a first time customer and first time user of hosting in general, these long wait times are not a good first impression.

I am sure there are a lot of knowledgeable users on these forums, perhaps an open chatroom between account holders so that basic questions or whatever could be addressed. Maybe it'll reduce the strain on the ticket system.

Good luck, kentpyper.

[kentpyper]

Are you serious? You have no idea what an emergency is to me. My store when live this morning for the first time. There were problems I needed hlp. customers calling on the phone saying they cant order. When they could order they are charged the wrong price. I spend now 3 days trying to get this figured out. It is plain to see that you do not have enough technical support help. Take a look at my past couple tickets. 6,12,20 hours or more between updates. When you do get answers you need to be more details what is to get changed. we are all not expert like you are.

[kentpyper]

One more thought. Even when you do reply asking for a password or what not, I may reply within 1 minute, but my case goes to the back of the line and now im waiting many hours again for your reply. It seems many times that you do not ask for all the needed information at one time and this also drags out the process over days.

SOLUTION:
I would be more inclined to be able to either have a scheduled text time or phone time and have a give and take, so you get you ALL THE INFORMATION you require, make sure that you and I are on the same page THEN hang up and wait for your response. When I first joined Aletia.net many years ago, they responded VERY QUICKLY as in minutes, NOT hours. I Know you need to cut corners somewhere, but, maybe on a day that is SUPER BUSY for you, you might want to have some freelance support people who you can contact to pick up the slack.

[JPC-NickO]

Hi Kent,

I know the site is important to you and I'm not trying to belittle that. My point is that to most people all their issues are urgent. Out of 44 tickets in the level 1 support queue 21 are marked an emergency. We define a emergency as a site down that is a problem on our end.

We don't support the scripts that you install on the server. We never have. Generally I'll point you in the right direction when it's a problem with the script or even do some troubleshooting if the ticket load isn't high but it's not on our end.

Today we are having a major issue with a name-server down. I haven't worked on anything today that isn't outage related.

[Frank Broughton]

I am sure there are a lot of knowledgeable users on these forums, perhaps an open chatroom between account holders so that basic questions or whatever could be addressed. Maybe it'll reduce the strain on the ticket system.

Hello GherkinDilds, I a have found many problems answered with an accurate google search. Try it.

[kentpyper]

I understand that you do not support external scripts. I have allways logged into mycontrol panel the same way and got the error for the first time today. As I read York reply I get this awful thought that you are the only tech support person and that is very scary! BTW I would pay $$$ for faster service if that helps. Sometimes I do not know if its my script or my host. I think I am running out of PHP memory witty the variation choices in my store. I do not know if or how I can expand this memory as once I get to a certain number of choices, I can not save them.

[kentpyper]

Sorry for the broken English, using my cell phone to reply is not my best choice..... I have retyped my above message below:
"I understand that you do not support external scripts. For years I have always logged into my control panel the same way and got the error for the first time today. www.domainname.com/cpanel As I read Your reply I get this awful thought that you are the only tech support person and that is very scary! BTW I would pay $$$ for faster service if that helps. Sometimes I do not know if its my script or my host. I think I am running out of PHP memory witty the variation choices in my store. I do not know if or how I can expand this memory as once I get to a certain number of choices, I can not save them.
Since you do not use the "suhosin" command on your server, do you now of anything else that may cause for me to be maxing out my memory in PHP?

[Ron]

I would recommend strongly that you log into your CPanel with a secure connection.

I believe WHM is
https://www.domainname.com:2087/
CPanel is
https://www.domainname.com:2083/
Webmail is
https://www.domainname.com:2096/

Those are the ones I use.

[JPC-Bilal]

Hi kentpyper,

We updated your ticket as well, please follow up there if you need further assistance. Thank you.

[tmaniac]

Your techs ask a questions, I answer within 3 minutes only to wait another 8 hours for your tech to ask another simple question which should of been asked in the original question.

This is particularly true when you get to level 3 support. It is particularly annoying when they do not read/check everything properly, ask a question which I usually reply to instantly only to wait another 8 hours for a response.

Please could you sort this out JaguarPC. Jumping through L1 > L2 > L3 is also an annoyance but I understand the need if it does in a timely manner. Waiting 8 hours between replies is annoying and the service would be good if it wasn't for that.

[JPC-Masood]

This is particularly true when you get to level 3 support. It is particularly annoying when they do not read/check everything properly, ask a question which I usually reply to instantly only to wait another 8 hours for a response.

Please could you sort this out JaguarPC. Jumping through L1 > L2 > L3 is also an annoyance but I understand the need if it does in a timely manner. Waiting 8 hours between replies is annoying and the service would be good if it wasn't for that.

Feel free to use Escalate Ticket link in your client dashboard when there is delay in Level 3 ticket. This will help the team in investigating the delay.

[JPC-Sabrina]

We have recently added some new members to our technical team. It may take them some time to get up to speed with our systems but overall we plan to have response times improve. In the meantime you can always take the advice of Massod and, "Feel free to use Escalate Ticket link in your client dashboard when there is delay in Level 3 ticket."

[Niceties]

Slow slow slow slow support resonse times

Advertising 24/7 support is misleading, I think you mean, RESPONSE time to each query from 24 hours to 7 days each.
Really, I am trying to run a business and I am averaging 8-10 hours response time if not MUCH LONGER.
Your techs ask a questions, I answer within 3 minutes only to wait another 8 hours for your tech to ask another simple question which should of been asked in the original question.

What happened to the 10-30 min repsonses we used to get???? Do you only have 1 tech support person?
I am VERY FRUSTRATED and losing $$$

My current support ticket number is 13283802, level 3 emergency....

Holy hell, you're not kidding. My install was flubbed with delays and that was just 2 weeks ago. I haven't been able to work up the motivation to reply to the sales survey email yet. The dedicated server page says, and I am quoting it, "Your account will be setup instantly and free. You should receive logins within 5 minutes." That text doesn't appear on the VPS page. Now that may or may not be the usual case (and I have many doubts about that), but it was SEVEN DAYS before I got my server information and none of the delay was my fault. My server was standard, non-customized, and my AMEX payment went through immediately on the first day.

Now, 2 weeks in, and I detect an issue with the I/O. I put in a ticket on Friday night and spent the whole weekend batting back and forth with them to get them to even acknowlege the issue. I inidicated in the original post how this problem could be seen but it still took multiple people to confirm it. The first tech indicated he was referring the matter to a tech with "more experience." The second tech thought -maybe- he saw something but needed to refer it to a (yet even more experienced!) tech. This most-experienced-tech-of-all said he couldn't determine any problems, sending all of my efforts back to step 1.

I then spent the following day being generally unhappy and trying to use the server but knowing that something wasn't right the whole time. I spent hours pulling my application apart looking for the problem, even though it was visible with the application off, because they told me nothign was wrong with the hardware. Finally I started to do some more thorough diagnostics and believed that I could provide the techs with a tiny shell script that they could use to confirm. That was last Saturday at 7pm. My next reply didn't come until 21 hours later on Sunday and it was another junior tech telling me to just hold on, he was going to refer it to a senior tech...

*stabs self in eyeballs repeatedly with a rusty fork*

... Aaaand we're back. Would you believe they didn't touch the ticket again until Monday morning? I *can*, because I have concluded via both sales and now support, that not much gets done on weekends. Not much at all.

After a few hours they tell me the hard drive is bad and they will have to replace it. Now I'm facing having to spend hours re-configuring everything I just set up 2 weeks ago. They didn't even offer to try to image it for me (but who does that?!). They tell me at 2am Tuesday it can be done "this morning" and I agree at 5am. At 1pm Tuesday they open the ticket and tell me, "We are working on this and will update you shortly." but it's now 3:30am *the following day* and no update has come. And I guess nothing concrete will happen before normal business hours later on either. My failed server still hasn't even been powered off *cough*. So they're basically lying right to my face repeatedly and everything is sugar coated with "We are sorry," and "Please accept our apology for the delay." It's like there's no urgency or caring anywhere and they will just get around to it when your time in the queue is up.

Are you that busy or understaffed? Are there that many failed hard drives? Don't you use install images and could bang this out in an hour? My server has been unusable and therefore down since Friday. It's now Wednesday and I have other people asking ME what the heck is going on with this new host that I picked (...). I'm stunned. What ticket "level" am I at now? Is this an "emergency?" How can I know my position in your queue?

I gave you guys an extra $200 up front, indicating at least some manner of good faith on my part in this being a long-term relationship and you're treating me like a mushroom (look it up). The tech also told me the onus is going to be on ME to put in yet ANOTHER ticket with billing in order to get compensated for the days of outage. I can't wait for that conversation.

Do you realize that I've been waiting on JaguarPC to do stuff for 11 out of my first 26 days as a customer and none of that was my fault. I'm done staring at that ticket. It makes me irritated to refresh it 12 hours later and see no updates even when promised. Here is the number: 13450871. The ESCALATE button you suggest IS pretty awesome, and pushing it does change the page, but nothing else noticeable happens from the viewpoint of the customer even if you type something meaningful into the box.

I ignored all of the negative review posts about you guys and focused on the positive when I was researching you. If you are trying to add to the former, leave me blowing in the wind for another day.


"Regards"