Don't Understand Why?

[shamrox]

Let me first say that I have been a reseller with Jodohost since they started reselling.(I might even have been the first). Since that day support has gotten so much better, and the system is 1000% more stable. All this being said, Why is it that when your support people answer either tickets or live chat they are always trying to buy time?
Let me explain by giving you this last example: I need to create an account on Oracle using the OracleCP. I get an error everytime I do this, so I talk to Yash on the live chat and I talk to Steven on IM. To make a long story short they both tell me to open a ticket. (understand and I am not mad about that).So I do what Yash tells me to do and open a ticket. Below is the body of the ticket I sent:
When I try to create another user in the oracle cp I get an error. Can you create a user with these parameters:

username: username
password: password
disk space: 50mgs
user account: 1

That being sent I get this reply:
Hi,

Please provide us the oracle Login detail.

Now wouldn't you say that I sent that? Ok so I don't understand why the reply to buy some time. Now let me show you some conversation I had with live chat this morning:

Sean: I need to create a user and it won't let me
Sean: hello?
Deepak: yes
Deepak: i just read yor ticket also
Sean: ok
Deepak: can you plz wait for some time
Sean: not really.....I brought this up with yash and steven
Deepak: we will be updating you when it is done
Sean: I need it now....why can't you create a user account for me on Oracle
Deepak: because i dont have that permission
Deepak: i can forward your request
Sean: who does
Deepak: i've forward your request to concerned person
Deepak: now i request you to plz wait

Now why would you have a support tech with no perissions? Deepak: 'm sorry but we always try our best to serve our cusmtoers
Sean: I know that Deepak, but why have a support tech there that can't do the job because they don't have permisions
Deepak: there is always some jobs we which need to forward..to senior or concerned person

Ok enough with the rant! I am not sitting here saying that I am going to leave jodohost, because I am not. I just don't understand why that some things take so much effort. I also know that Jodohost is had problems with the oraclecp for some time and nothing is done about it.

If anyone had anything to add or even tell that I am wrong let me know. If you could hear my tone it is of a customer that just wants answers. Thanks all

 

[Yash]

No other hosting company offers Oracle on a shared environment at our prices. And yes I do admit we have issues with the oracle CP as it was built as a custom solution for us.

Your issue is going to take time. We are not buying time, we are aware of the issue and we plan to have it worked on.
If this issue is very urgent, I do suggest you look for another host. Because we are still refining the Oracle product and Oracle CP issues can be expected.

We plan to upgrade the Oracle CP and the server later this month

Also, at the moment only Tanmaya is a capable admin that could manually create these oracle users to bypass the CP for you. As soon as Tanmaya is available, your ticket would be taken care of. He should be on shift tomorrow morning

 

[shamrox]

Yash,

I understand that Oracle is a bear of a database. I used to use it during my Java days, and what I remember is not good. Like I said in the post, since day one support has been so much better. Undertand that I get upset because I am a software engineer myself and I understand the whole process, so basic things get me upset. I don't want to leave or find another Hosting provider, I just want real answers because I understand real answers.

All that being said the problem is 1/2 fixed now and are working on getting it totally fixed.

 

[Yash]

The answer for the moment is that this is going to be done manually when Tanmaya is on shift next (12 hours from now).

Oracle CP has some bugs.. This is one.. and we are updating it.