Ticket responses could educate all

[eLIANT]

Like many others have mentioned throughout this forum, the ticket response "This has been fixed" provides a lot of relief when one has a problem, but doesn't do anything to educate the masses.

Adding one or two sentences describing what the problem was and how it was fixed could help minimize recurrance of the same problem for others in the future. Of course, this would only help if it was something the customer could recognize and fix. But with resellers and dedi owners, there is a LOT that can be handled by the HG customer. And now, with the HG wiki, this knowledge can be posted for all to see, now and forever (amen).

Anyway, thanks for taking care of the problem, whatever it was, and if I ever run into the same thing again, I'll be sure to submit another ticket..

[kmaw]

Originally Posted by eLIANT

Anyway, thanks for taking care of the problem, whatever it was, and if I ever run into the same thing again, I'll be sure to submit another ticket..

Please let me know if there is anything else I can help you with.

[Sam]

Originally Posted by kmaw

Please let me know if there is anything else I can help you with.

Yeh thats an annoying bit

[smp]

Yeh thats an annoying bit

Its just common courtesy and professionalism though, I do understand what your saying - and there is nothing worse than getting a bad or incomplete answer with that written at the end.

And yes it would be nice if they started to explain what the problem was even in minor detail, though if you reply to the ticket requesting what was wrong they'll generally tell you.

Regards, Steve Xx

[charlesgan]

Originally Posted by eLIANT

Like many others have mentioned throughout this forum, the ticket response "This has been fixed" provides a lot of relief when one has a problem, but doesn't do anything to educate the masses.

Adding one or two sentences describing what the problem was and how it was fixed could help minimize recurrance of the same problem for others in the future. Of course, this would only help if it was something the customer could recognize and fix. But with resellers and dedi owners, there is a LOT that can be handled by the HG customer. And now, with the HG wiki, this knowledge can be posted for all to see, now and forever (amen).

Anyway, thanks for taking care of the problem, whatever it was, and if I ever run into the same thing again, I'll be sure to submit another ticket..

i guess you meaning the description for user to how to fix the problem instead. I very often get this from other host of mine, godaddy.

2 days back i cant login to their control panel. email support. they keep reply with different instruction set, ask me do this and that. even ask me clear all IE cache. I lost all saved password

then they fix that, cause the next day i can access it. and they not even letting me know.

For me, i more prefer hoster to fix the problem. sending me how to instruction is painful experience.

[eLIANT]

Originally Posted by charlesgan

i guess you meaning the description for user to how to fix the problem instead. ... For me, i more prefer hoster to fix the problem. sending me how to instruction is painful experience.

I agree. I would rather the hoster fix the problem than tell me how to fix it myself. Especially when their instructions are unhelpful, inaccurate, and contradictory.

But once they finally HAVE fixed the problem, I want to know what the problem REALLY was and what they did to REALLY fix it.