new host, much rejoicing
my old hosting provider, whose name i won’t even use it hurts me so, was causing me so much grief: frequent email outages, frequent web blackouts, and support that was at times laughably incompetent, at other times frustratingly bizarre. two examples for your entertainment / education:
here’s the ACTUAL text one finds on the page one goes to to escalate a trouble ticket. i can’t make this stuff up…
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Dear Customers:
There can be different situations in a working process of a support system. Some issues are resolved rather quickly and some may need additional time which cannot be very pleasant.
Our company has multiple levels of support, you even can call them tech staff and supervisors.
From time to time you as a customer may feel like you are not receiving the appropriate support assistance and as a result of this you may be on the verge of getting upset and certainly frustrated. Such matter especially happens when you need your problem to be resolved in a short time frame and it seems to be legging behind.
In order to resolve such situations we want you as a customer to be able to inform our supervisors about the problem you are facing and now you can do it.
After long time of poor support assistance and when you are getting frustrated/upset, you can click the Complaint button on the menu and the ticket will be reassigned to one of our supervisors. It means that from this point a supervisor will work on your ticket and will make to you the explanation about the status of a problem and will punish the tech staff which won’t help you.
Our supervisors will give the answer to your complaint as soon as possible, but bear in mind that they don’t deal with technical issues, but mostly resolve the reason of ignoring your request by our tech staff.
We sincerely hope this will increase your support experience here at Hostony and will help you to feel like you can better communicate with us when you are starting to feel the need to make your issue a prior one.
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and here’s the transcript of a recent support chat i had when my email went down again…
SUPPORT: How may I assist You?
eli rosenblatt: at least the third time this week, mail and web are both down. please fix asap.
SUPPORT: Could you please open a troble ticket on this issue, our representative will assist you soon via ticket
eli rosenblatt: ticket = da07eb628895
eli rosenblatt: call id = 128423
eli rosenblatt: what’s going on?:
SUPPORT: FD-******
eli rosenblatt: FD-******? what does that mean?
SUPPORT: i Need call id of the ticket FD-******
eli rosenblatt: i just gave you the call id. it has no FD in front of it.
eli rosenblatt: [url pasted]
eli rosenblatt: that’s the ticket i opened
SUPPORT: please check it again - FD-128***
eli rosenblatt: look at it! that page has no FD on it at all!
eli rosenblatt: it says Call ID and in the next field the number i gave you before
SUPPORT: maybe request ID
eli rosenblatt: the “Request Key”, which i gave you already, also has no “FD” — it is da07eb628895
eli rosenblatt: but none of that actually helps get my web and mail back up, it’s just a way of confirming that i’ve put in a ticket on this issue.
SUPPORT: ok , I see your ticket 128423
SUPPORT: we will answer you in the ticket soon
eli rosenblatt: fine, but please tell me, EXACTLY WHY is this happening?
SUPPORT: ok
SUPPORT: we will answer you ASAP
eli rosenblatt: and can you confirm that i will be getting credit?
SUPPORT: have a nice day
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now i know that supportdesk people work hard and get a lot of flack, but come on. common courtesy, and some common sense would be good.
rant over. thank the makers for A2 Hosting. the best!
