Is anybody working the Ticket Desk?

fsbjohn · #1 04-03-2006, 04:06 PM

I opened a ticket with URGENT priority four hours ago, got the automated response that someone would be in touch. Three hours after that I posted a followup to the ticket to see if I could get someone there interested. Now, another hour later, I still haven't heard from anyone.

Is this typical? I'm a reseller and this is going to cost me a customer.

Stef · #2 04-03-2006, 04:18 PM

Can you post the ticket number?

Thanks,
Stef.

fsbjohn · #3 04-03-2006, 04:20 PM

Mza-888530

Stef · #4 04-03-2006, 04:29 PM

Thanks. I will ask someone to take a look at this.

Stef.

bryansmith · #5 04-03-2006, 09:58 PM

I'm having the same problem. No replies aside from the automated ticket reply. The only indication that anything is happening at all is that when I asked why half of my sites went down 3.5 hours ago, all of them went down shortly after my ticket went in.

Stef · #6 04-05-2006, 03:59 PM

Quote:

Originally Posted by fsbjohn

Mza-888530

Sorry to get back late on this. I've seen the replies in the ticket in the meantime. If the problem persists, please use the same ticket to follow-up.

Stef.

bryansmith · #7 04-05-2006, 05:24 PM

It all got sorted out. I have to say that these things have usually been dealt with quickly and efficiently, but in this one instance I lost about 4 hours on half of my sites and 1 1/2 on the remainder shortly after the initial ticket went in.
All in all I've been quite happy with the service thus far, but to put not too blunt an edge on it, I've found the service end (when rarely needed) to be somewhat lacking both in details provided and friendliness. Otherwise hosting here these past 2+ years has been a dang sight better than some of the nightmare companies I've been with in the past. It's been great!

Bryan
http://webcraft.keremeos.net
http://hedgehogcentral.com