Charger is Down

ShelbyGuy · #1 07-03-2007, 08:40 AM

All my websites and services on charger have been down since 2:40 am Az time.

Ticket sbmitted 6:15 am - # IVU-611009

Response: "We are aware of the problem. Please be patient while service is repaired and restored."

Not a good response.

Would be very nice to know what is going on as I now have clients wondering why they are not able to send/rec email or look at their websites.

I understand that things break. What I do not understand is the lack of quality communication.

kmaw · #2 07-03-2007, 09:24 AM

So you'd rather have them tell you it's going to be 4 hours... you tell your clients that... some kink comes in the plan and it takes 8 hours.... fantastic, your clients will love that you told them 4... then you have clients even more mad at you and you've become twice as mad at HG...

ShelbyGuy · #3 07-03-2007, 10:25 AM

Quote:

Originally Posted by kmaw

So you'd rather have them tell you it's going to be 4 hours... you tell your clients that... some kink comes in the plan and it takes 8 hours.... fantastic, your clients will love that you told them 4... then you have clients even more mad at you and you've become twice as mad at HG...

Re-read the post my friend. I did not ask for a time frame!

I would never give a time frame to my clients, when I have no control of the issue! HOWEVER, I would like to know what the issue is so I can give my clients some kind of an informed and honest answer as to why they have no service, and do it without lying and having to cover my tracks later.

Sam · #4 07-03-2007, 10:29 AM

charger.websitewelcome.com seem's to be up for me

gtgeorge · #5 07-03-2007, 10:34 AM

Quote:

Originally Posted by ShelbyGuy

All my websites and services on charger have been down since 2:40 am Az time.

Ticket sbmitted 6:15 am - # IVU-611009

Response: "We are aware of the problem. Please be patient while service is repaired and restored."

Not a good response.

Would be very nice to know what is going on as I now have clients wondering why they are not able to send/rec email or look at their websites.

I understand that things break. What I do not understand is the lack of quality communication.

Yeah that is one of the things about being a reseller. You must learn how to advise your clients that your server techs are aware of the problem and are working on it

Sorry, but the support tech handling the support ticket may not even know what is wrong. Would you want the techs working on the problem to stop and report what the problem is so you can relay the info, that is, as soon as they know what the problem is?

Even as a dedicated client, I wouldn't be able to report what the problem is to my customers if I was depending on a level III tech to fix things.

ShelbyGuy · #6 07-03-2007, 10:43 AM

Quote:

Originally Posted by _Sam_

charger.websitewelcome.com seem's to be up for me

Yes, it seems to be now. I got a reply just a bit ago from HG, basically saying "site is up and sorry for the inconvenience please contact us if you experience any more issues." HG still has not given me a clue as to what happened.

I really do not complain too much as HG has been the best reseller host I have had; their communication just sucks. I want to know why that server was down for over 5 hours.

Serra · #7 07-03-2007, 10:57 AM

Quote:

Originally Posted by ShelbyGuy

I really do not complain too much as HG has been the best reseller host I have had; their communication just sucks. I want to know why that server was down for over 5 hours.

I'm fairly sure they don't tell you why because people ***** too much when they find out why or if two different tech tell different stories the customer *****es that HG is lying about what was wrong.

Every time it seems that they tell what was wrong, someone finds a way to complain about it. Far better to keep the customers in the dark, they can't ***** about anything but being in the dark.

ShelbyGuy · #8 07-03-2007, 11:03 AM

Quote:

Originally Posted by Serra

I'm fairly sure they don't tell you why because people ***** too much when they find out why or if two different tech tell different stories the customer *****es that HG is lying about what was wrong.

Every time it seems that they tell what was wrong, someone finds a way to complain about it. Far better to keep the customers in the dark, they can't ***** about anything but being in the dark.

I have to admit - - there is logic in that, Serra!

princom · #9 07-03-2007, 11:07 AM

Quote:

Originally Posted by Serra

Far better to keep the customers in the dark, they can't ***** about anything but being in the dark.

Sad but true.

Whenever my customers notice down time I just tell them the same thing HG tells me.

"We're aware of the problem and working on it as fast as possible. I'll notify you as soon as service is up again."

If they ask for a time frame I explain that web servers are complicated and one problem often leads to another so, as much as I would love to, I would probly be shooting myself in the foot if I try to give a time estimate. I assure them that I'll honor my 99.9% uptime and discount thir services if they wish.

kmaw · #10 07-03-2007, 12:08 PM

Quote:

Originally Posted by ShelbyGuy

I have to admit - - there is logic in that, Serra!

My apologies from assuming you wanted an ETA -- but you also failed to elaborate on what 'quality communication'.

I was shooting for the same logic that Serra speaks of...