Example Of Excellent Support Session

[tranzit]

Being a tech support guy myself, getting a good review for your work is something that is always nice to hear. In an industry where everybody expects their problem to be solved NOW because they are more important than anybody else *cough*BS*cough* hardly anyone remembers to thank those who get them through their problems.

Here's a GREAT example of some wicked TS from Hostgator.
I don't care what shared hosting account you may have with these guys, but if you use their Live Chat or phone support 2-3 times in that year, no matter how trivial the issue, you're almost getting your money's worth right then and there, nevermind the actual service of hosting they provide.

It's been said a lot, but these guys are the real deal.
I'm VERY happy about my move to them thus far.

So, MANY MANY Kudos to Bryan P, who was outstanding this afternoon for me.

Here's a little excert from our chat.

Paul H: ive had a wierd error come up in one of my web scripts, and i want to find out if any server changes have occured in the past 2-4 days..
Paul H: i can give you a place to reproduce the error if you wish.
Bryan P.: Yes please.
Bryan P.: The not acceptable error?
Paul H: correct.
Paul H: http 406
Bryan P.: one moment
Paul H: ive been in contact with the script designers, and they believe it may be a server config issue..
Bryan P.: Checking.
Bryan P.: mod_sec needs to be disabled.
Paul H: wOOT.
Bryan P.: Fixed
Bryan P.: :-)
Bryan P.: I tried your submit button
Bryan P.: works now
Bryan P.: SecFilterEngine off
Bryan P.: added to .htaccess file
Paul H: can you put that into laymans terms for me? what exactly changed, or why it was causing an issue
Bryan P.: Yes
Bryan P.: Your .htaccess file was prohibiting the use of your script because It was filtering what could and could not be done
Bryan P.: Using a security feature.
Bryan P.: Once turned off
Bryan P.: It doesnt prohibit that particular function anymore.

I've cut a lot of chit chat out of there, but those are all legit lines.
This guy was friendly, quick, and could take a joke.
I couldn't have asked for anything more.

So... somebody make sure he's getting a lunch or something for that wicked effort.

[GatorWesley]

Thanks for posting this up, I'll make sure this gets to Bryan's supervisor!