Customer Rating System

[swexpert]

Hi all,
Whenever I post a message to support, i generally get back a message "do it this way and not that way" and when I reply back that I have done that and been there already, they say "It is showing on my system so it should show on your system as well, so there must be something wrong at your end" kinds. Apparently, despite my problems being complex (we mostly sort out minor problems ourselves), I get treated like a newbie first and then later someone ultimately identifies and rectifies the problem.

Here is a latest example experienced one hour ago:
====================================
me:
I am trying to park a new domain on one of our parking domains xxyyzz.abcd.com via whm. however the domain xxyyzz.abcd.com is not showing in the "park on top of" list. It is also not showing in subdomains in cpanel.

plz advise.

username: myuserid
primary domain" pdomain.com


them:
You need to set up parked domains in cPanel (not WHM)

me:
That's a different story, I used to do it via WHM as well and i think it
still works. My problem at the moment is that there exists a subdomain
http://xxyyyzzz.abcd.com which is not showing neither in whm or
cpanel, (subdomains or parked domains, neither.) It however exists as I have
many domains parked on top of it and it also shows in the list of
sub-domains in WHM.

Please help.


them:
I checked the server and the WHM and the subdomain xxxyyyzzz.abcd.com is showing under the user myuserid

me:
Hello and thanks for the effort,
Could you please park somedomain.com on top of
xxyyzz.abcd.com either through WHM or Cpanel, not through shell?


them:
This has been fixed. Please let us know if you have any further problems with this.

me:
Not yet, it still persists

them:
(reply awaited yet)

====================================

Well what i suggest is that customers should be rated by support staff as well in terms of politeness and technical knowledge. There may already be such a thing in place but I have my doubts. So when someone creates a ticket, his expertise level should be considered while replying to tickets or escalated after thorough investogation. As evident from above example, one gets one line suggestions from support on something which actually is already clarified in the detail earlier.

Would something like I suggest help in saving a few hours of initial conversation spent in convincing the support that there IS INDEED a problem?

What say everyone?

Regds
Inderjeet

[tribe]

Well what i suggest is that customers should be rated by support staff as well in terms of politeness and technical knowledge.

I haven't had the need to create a ticket yet, but are you suggesting something like a drop down menu that would tell support your / the customer's technical expertise like BEGINNER / INTERMEDIATE / EXPERT / etc?

BUT I don't think it'd be professional if support codify a customer's politeness in a help desk ticket. If the information is in a ticket then it could also be audited and some other time be made public that could humiliate someone (and be bad publicity). Nobody wants to help a customer that's labeled RUDE or IRATE or IMPOLITE.

[swexpert]

Of course, my suggestion is for internal assesment purposes only, not to be made public. Also, to include a rating for "behaviour" could be an option and open for discussion.
We are yet to hear from the other side of the desk. Maybe they think everyone is rude

Regds
Inderjeet

Hi,

It's an interesting idea, but each situation is different: you may submit a very simple problem and appear to be a 'novice', just because the problem you present does not require a demonstration of your knowledge. Then there's the issue of who gets to decide your classification? What if I disagree with that classification? Who maintains it? You get the idea.

I like the idea, but I think it would create overhead and unfairly label some users. It may also cause bias, even if you're 100% correct in your assertions. I think what you're really saying is that it is really important to be clear and concise when presenting a problem, and you'd like to see support improve. We would like to see perfect support too; it's all in the details. We're working on it

[tribe]

it'd get ugly if a disgruntled HG employee leaks to a site like consumerist.com that support is labeling / ID'ing customers based on demeanor, rudeness, etc.

I could see the blog title showing up on social bookmarking sites, "Host Gator Gives Bad Support to Rude People, Excellent Support to Nice People"

[gwyneth]

To me, it sounds like what the OP really wants is for his/her support requests to be treated with deference because of his/her superior knowledge.

Just a guess, based on this thread and his/her forum name.

[swexpert]

LOL! No, I just want the 1 minute issue to get resolved in a minute rather than "primary", first-contact techs messing up the issue and still not being able to resolve it within 48 hours. If my ticket reaches some core techs like RichardF, JoshB, Shashank Wagh, it gets a 100% resolution in first or second shot.

Identifying the problem is very crucial. If 1000 1-minute issues linger on for 24 hours each, it is like overloading support personnel and wasting resources. I just want to save time and resources for everyone and myself.

In my above example ticket itself, now ultimately they re-added the subdomain, which had many other parked domains (i don't have details of) on top of it. All those have got deleted. I could have done it myself, deleting/adding from whm/cpanel but I feared my parked domains will be lost, and this is what has actually happened, thanks to HG support.
Here are my last few messages from the ticket:
===============================================
them:
This domain(newdomainToPark.com) has been parked on top of xxyyzz.abcd.com, but there are no parent nameservers for the domain....

http://private.dnsstuff.com/tools/dn...mainToPark.com


If you have any other questions and/or problems, please feel free to contact us again.==============

me:
newdomainToPark is under registration.

So what are the steps required to park another domain on top of
xxyyzz.abcd.com?

Thanks for all the effort.

them:
If you have the domain's dns created properly ... then you should just add it with the parked domains feature in the cpanel account. Parking the domain was failing because of a misconfigured dns.

me:
Please try to understand. :-) I do not see a xxyyzz.abcd.com in
subdomains or parked domains option within cpanel. Other domains are showing
but not xxyyzz.abcd.com

I hope you get it this time.



them:
I have re-added the subdomain for you. Please let us know if there is anything else we can assist you with.

SubDomain Creation
------------------
Bind reloading on aztek using rndc zone: [abcd.com]
The subdomain, xxyyzz.abcd.com has been added.

Current Sub-Domains
-------------------
- xx.abcd.com (public_html/xx)
- xy.abcd.com (public_html/xy)
- yy.abcd.com (public_html/yy)
- yx.abcd.com (public_html/yx)
- secure.abcd.com (public_html/secure)
- xxyyzz.abcd.com (public_html/station)

If you have any further questions or concerns, regarding this issue, please let us know.

me:
Just to mention, it seems the domain was deleted and re-added. I could have
done that myself but didn't do fearing i will lose the already parked
domains. And that is exactly what has happened.

Is there any way to get a list of the domains that were parked on top of
xxyyzz.abcd.com?


them:
At this time I am not seeing any other domains parked on top of xxyyzz.abcd.com.
==============================

Now, Let me know what should i reply to this.

The support is great and if I try to slip in their shoes, they are correct on their part. I also had one line absolutely novice questions like "how do I add on a domain?". However, now my issues are usually where a tech hand is mostly required.

If there is a rating of a customer when their issue flashes on support executives name, they could at least read the message carefully if the rating is high.

As to who decides on the rating, the support executive could rate upon successful closure of a ticket. An average of all tickets can be taken as a benchmark.

As i mentioned, there is no need to make the data public. Disgruntled employee management is a part of information security policies. If it is not covered, then the disgrunteled employee can make any data public, even personal photos/text of hosted users.


Hope that clarifies a bit.

Regds
IJ

[esl]

I am a little confused, but I will give this a shot- Are you using the x3 skin? I was having problems a day or so ago with my parked domains added via WHM showing up correctly.

[swexpert]

Thanks esl, but no, that was not my problem, I am using the default X theme. My problem was that a subdomain entry got lost somewhere in one of the files of cpanel. When I tried to park a domain, the main subdomain won't show in the "park on top of" list. Through cpanel also, when I went to subdomains, the domain did not show. However it was working, when opened a site and also all domains earlier parked on top of it. The subdomain was correctly showing up in "list subdomains" in WHM.

Since this (seemed) needed a manual editing of a file, I opened up a ticket. But now no use, as the domains previously parked are also gone. We now have to manually check about a thousand of domains which were domain only orders and parked on top of this subdomain.

Hope this explains.

Regds
IJ

[swexpert]

HI,
Could an admin please move this thread to resellers or other members-only section. I apologize, but I seem to have opened this in a public one.

Regds
IJ

[esl]

Originally Posted by swexpert

Thanks esl, but no, that was not my problem, I am using the default X theme. My problem was that a subdomain entry got lost somewhere in one of the files of cpanel. When I tried to park a domain, the main subdomain won't show in the "park on top of" list. Through cpanel also, when I went to subdomains, the domain did not show. However it was working, when opened a site and also all domains earlier parked on top of it. The subdomain was correctly showing up in "list subdomains" in WHM.

Since this (seemed) needed a manual editing of a file, I opened up a ticket. But now no use, as the domains previously parked are also gone. We now have to manually check about a thousand of domains which were domain only orders and parked on top of this subdomain.

Hope this explains.

Regds
IJ

Okay, thanks for the clarification. Sorry I was not able to help you. Good luck.