Better Dedicated Server suppport

[ivillages]

Since Hostgator has changed their phone queing system with 5-10 minute hold times, I thought I'd try their online support chat. Unfortunately the crew they have are like Tier1 folks who seem to know less than me. Every time the long discussions end up with "open a ticket". It would be great if HG offered a live chat with Tier2 support for Dedicated Server clients, since in general we are more advanced users. Sometimes I just want to ask a quick question and having to go thru the ticket process is pretty cumbersome.

[PsiPro]

Sadly asking here on the fourms will get you faster and better responces. Hg should start paying Serra.

[Serra]

Originally Posted by PsiPro

Sadly asking here on the fourms will get you faster and better responces. Hg should start paying Serra.

Yes... but if they don't pay me, I'm free to say whatever I want, becuase they can't fire me!

One of my other providers (who will remain nameless) has a system that works a little better than HG's current system. They offer managed dedicated support, basically the same thing HG offers.

They offer the standard package of tier 1 chat/phone support tier 2 emails support and tier 3 email support by referral for shared and reseller customers.

For dedicated users, the only offer email support, which at first seemed a little limited, but the way it is setup, those emails go to the dedicated support time, which is specialized for dedicated support, is much faster than the regular support and gets things right. Overall, the system works very well. Lets face it, the average dedicated user doesn't want to chat, they want their stuff fixed and fixed right.

I can't speak about HostGator's more recent support effectiveness, but in the past, they were fairly fast and fairly good, but some time level 2 was painfully slow. 12 hours to fix a small issue that was a MAJOR issue to me!

Seeing how that worked, I can't agree that chat would be helpful, but a better dedicated support system than for shared/reseller sound appropriate.

However, Hostgator has been reluctant to act on things for dedicated users.

[mrcgiguy]

Originally Posted by Serra

However, Hostgator has been reluctant to act on things for dedicated users.

Which is insanely confusing. Perhaps they're making more money as a whole from their shared hosting/reseller plans.

But for the people paying $200+ a month you'd think we could get a little better service... There are cheaper places where you can get more for your money and get the same crappy support. Only thing keeping some of us dedicated server folk here is the daunting task of migrating the server we do 100% of our business on.

[imadork]

I would like to suggest that people with dedicated servers, like myself, be assigned one technician (that knows what's up) that we can contact for issues. It is fine if they are only available 8-5/M-F. It would also be fine if we could contact regular support for small issues. But, it would be a great selling point for dedicated servers to have a dedicated support staff. I would imagine that this person would have several dedicated server accounts as well as work the cue of the regular accounts. This way we have a go-to-person. They would be familiar with my account and the issues that I have had. This would set you apart! Please consider it...


I would send gifts to this person!

[Serra]

You can always request that tickets be sent to specific tech in the current system. Chat support can give you details about that.


The problem I see with your idea is that would be hard to tie customers to a specific tech, as tech some and go and take vacation, get sick... the list is endless.

[vtrain]

Originally Posted by Serra

[snip]

The problem I see with your idea is that would be hard to tie customers to a specific tech, as tech some and go and take vacation, get sick... the list is endless.

Well many banks do this for regular customers... ISP do this for business contracts ... why not for dedi clients ? But I do agree this would mean good organization and some work by HG. HG hasn't been able to implement a RSS system for changes done to each server. So it's hard to imagine something such as this either.

Well now with a new office and getting more people maybe things settle down. The administrators base may not change so often and general manageability get more organized. HG is a model for all us resellers. They have started small and grew as any of us would like to get one day

I've never had a dedi with HG but I do have a new arrangement elsewhere (also a non-dedicated) where I have 80% of my tickets assigned to the same person. The 20% are usually due to tickets at off duty hours. Things are more easier to sort out and the personal relationship that can be build is most profitable to everyone

HG is good host but being huge and having many low level techs is sometimes disappointing.

Vtrain

[Serra]

In theory, customers can already assign tickets to specific tech, so in theory, they already allow that.

As for the comparison between banks and things like that, the big difference is in banking there is a limited number of questions you can ask your banker and few of them mean that you will lose customers if they don't get right back with you!

When system, I'm very good at some server stuff, but I basically suck at other stuff. I'd imagine I'm fairly typical. I can answer some questions, but not others. If I was assigned a tech that didn't know anything about DNS, then we'd both be screwed.

I also am not a fan of the dedicated dedicated support people. Lunarpages does that and I always feel like I'm either being shoved in a corner or being limited to what I can get, help wise.

[vtrain]

Originally Posted by Serra

In theory, customers can already assign tickets to specific tech, so in theory, they already allow that.

As for the comparison between banks and things like that, the big difference is in banking there is a limited number of questions you can ask your banker and few of them mean that you will lose customers if they don't get right back with you!

When system, I'm very good at some server stuff, but I basically suck at other stuff. I'd imagine I'm fairly typical. I can answer some questions, but not others. If I was assigned a tech that didn't know anything about DNS, then we'd both be screwed.

I also am not a fan of the dedicated dedicated support people. Lunarpages does that and I always feel like I'm either being shoved in a corner or being limited to what I can get, help wise.

I understand your point.

Just to add that when I said 80% of my tickets go the same support person... that does not mean I do not get the answer "I will escalate this to tier 3 support".

My self I like to have an account manager at my bank, a contact name at my ISP (before for each problem I had to wait 30 minutes on the phone to general support to speak with someone that would not understand what an IP address was), etc...

I think many here in the forums want to have their own HG.... but HG is as is. You like or dislike . Nevertheless, it's important to have other examples for comparison...

Vtrain

[charlesgan]

Originally Posted by PsiPro

Sadly asking here on the fourms will get you faster and better responces. Hg should start paying Serra.

its too good be true we have dedicated voluntier here to answer most the question. serra just help me in another thread. i really appreciate that !!