View Full Version : Slow response on critical requests (4-5 day lead times?)

05-01-2012, 01:47 PM
I've been a customer since 2004 now with multiple dedicated servers here and I have to say I'm getting extremely frustrated at the slow customer service. On one of my requests, still open after 4 days, is mission critical to 4 distinct clients. Another request open for 5 days is for PCI compliance auditing and is time sensitive. I can understand a day or two, but once we are 4-5 days out with high or emergency level request, I'm asking you if this seems reasonable?


05-02-2012, 09:20 AM
Hello Han,

I am very sorry to hear that you have seen those issues with ticket resolution times. It's definitely not normal to have to wait that long. If those tickets have not yet been resolved, could you PM me the ticket numbers so I can make sure we get things resolved for you?

Thanks for your patience!

05-02-2012, 10:39 AM
Nathan, this is untrue. We've encountered this MANY times over the last couple years. Current examples: Ticket number #6071825 if you follow the thread, what should have taken less than 5 minutes as a simple change to the http.conf file has taken 9 days and is STILL NOT RESOLVED. Your admins were modifying the wrong account (we are migrating from old servers to your new Cpanel based ones). We included the IP address of the account. The old account was modified. We told the admins it was the wrong account, they asked for verification of ownership AGAIN (This took an entire day) At that point the admin almost modified the same (wrong, old account) AGAIN. Still not done as of right now. As for my ticket 6085855 it has taken 5 days also still open. Nobody even took action until 2 days later. I just sent a followup email making sure they were modifying the correct accounts on the correct server. We update our accounts for PCI compliance quarterly and the response time has been several days, usually 5. This has been going on for quite some time. 3951184 took 5 days for a response. Ticket #5813532 TOOK 20 YES TWENTY days to resolve. This was an EMAIL issue. I even outlined the issue clearly. TWENTY DAYS.

What I am saying here is that since 2004 I've had very good customer service until a couple years ago. Now a customer with 4 dedicated servers and representing 5 other dedicated servers who are our clients, I'm having serious issues when the requests need to be elevated to higher level admins. With your new hosting we cannot do a lot of things that we can do on your old servers. Mod_security rules are playing havoc with our administration systems. This was fixed on one of our accounts last year, now it seems nobody has a clue how it was done or why the issues persist on 4 other accounts using the same codebase.

We want to like you guys, but every day we continue our relationship with you is costing us time and money and quite frankly nobody seems to care at all. In fact I mentioned to your level 1 guys that 4 of our largest clients were down and it was an emergency and NO ACTION WAS TAKEN FOR 2 days and on the 5th day there still is no resolution.

We are on the cusp of pulling all our busines from you. We don't want to do it as it's a pain for us and our clients, but you are literally, day by day, forcing us into this decision.

05-03-2012, 10:27 AM
Dear Hansoo,

Thank you for outlining the issues you have been having. I sincerely apologize for the inconvenience and problems these delays have caused you.

As you are aware, this is not the level of support we need to hold ourselves to. I will make sure to get your PCI issues resolved, as well as ensure your httpd.conf changes get applied to the correct account. Any questions or concerns you have with these issues should be sent through their respective tickets, to ensure they are properly addressed.

Obviously, we do not want you, or your clients to leave. While this is not the sole reason for our actions, we are in the process of hiring additional technicians to help speed ticket response times, as well as increase the level of support you receive back to what it should be.

Feel free to PM me any other questions or concerns you may have.

05-03-2012, 11:04 AM
Dear Hansoo,

I have checked both the more recent tickets you mentioned, 6071825 and 6085855, and both issues seem to have been resolved, just this morning. Again, I apologize for any inconvenience these delays caused you.