Ticket Support?

S

shamrox

Perch
I am having a big issue with my support. One of the reasons is that they never understand what I am asking them to do. I have to spell it out and basicly go thru about 2 to 3 iterations with them. During this whole time customers sites are down and I can not do anything about it. Most recently with WIN5 I have had a database issue. Support and myself seem that we can not get on the same page. All I want is to give my username dbo permissions but they can not get this done.

As a reseller, I need to get quicker response then what I am getting sometimes. I agree that sometimes I get a very quick response but others I get a "it looks fine from here" when they never even tested what I told them to test. Other times I get a "we are looking into this" and then never get anything back from them to find out if it is done.

I know that jodohost does not have phone support but I think it would be great for resellers to have a quicker outlet then what is currently there.
 
shamrox, email me the ticket IDs and I'll follow up on each one of them

EDIT:
I had a look at your only open issue regarding databases. Each time you've got a crystal clear answer. DBO permissions were already applied and your database had alraedy been reintroduced into the control panel

Anyway, I have just replied. If there is a an emergency issue you can always give us a call
 
shamrox said:
I know that jodohost does not have phone support but I think it would be great for resellers to have a quicker outlet then what is currently there.
Click to expand...

NO. It would be great if _all_ customers could get a quicker outlet then what is currently there. I often have the same problems. I just didn't complain about it this time. I hve in the past, and I may in the future. This is not a reseller issue, this is a basic customer service issue.
 
Here we go again. Yash was great when I first posted this message. It looked like I was going to get some action. Then they the same issue happened. For the rest of the day I get the same response from Support "It will be fixed" not when not why. I need some action on a issue. My Customer has been down for 5 days now and all I can get out of Support is "It will be fixed". Can you understand why I am having an issue with support ticket. Are other resellers having the same issues? How do you deal with a customer if Jodohost is taking to long to fix an issue. I can't always give credit because I will never make any money. Any help would be great.
 
shamrox, I know you are frustrated but we have tried alot to fix your issue. If it was that easy to fix, it would have been fixed by now...

It appears that this database has been corrupted for quite some time now (most probably by a script) and the last 3 backups we have of your database mirror the corruption

I'm pretty sure your customer messed around with the database or ran a script that did this. I was about to give you a response after our DBA tried once more..
 
Logan said:
NO. It would be great if _all_ customers could get a quicker outlet then what is currently there. I often have the same problems. I just didn't complain about it this time. I hve in the past, and I may in the future. This is not a reseller issue, this is a basic customer service issue.
Click to expand...

Robert, you need to understand that not all issues can be resolved immediately or in an hour. Its not possible for any customer support team to do so. Issues that can be resolved immediately are done within 30 minutes

However, if you feel your ticket has been missed, open a new ticket with the older ticket ID. If its an emergency, mark your ticket as an *EMERGENCY*

We now have a US contact address and phone numbers. Resellers and customers are free to call us if there ticket hasn't been answered to and they need it to be resolved immediately

Also please read this:
http://support.jodoshared.com/showthread.php?p=11119#post11119

Our ticket system wasn't able to pick up alot of tickets in the last few days due to an error in its config.

We have an average response time of under 60 minutes to almost all queries. We answer tickets on a 24x7x365 basis but there are some issues that need to be referred back to our control panel manufacturer or need further testing or analysis.
 
Yash said:
shamrox, I know you are frustrated but we have tried alot to fix your issue. If it was that easy to fix, it would have been fixed by now...

It appears that this database has been corrupted for quite some time now (most probably by a script) and the last 3 backups we have of your database mirror the corruption

I'm pretty sure your customer messed around with the database or ran a script that did this. I was about to give you a response after our DBA tried once more..
Click to expand...

I am the admin on this site's db and I can promise you that I did nothing to that database. You can not blame me because it was working just fine until WIN5 went down. I need that data in that database. The fact that I can not log into the database is an issue, not a script issue. You guys need to let me help if you can't get it done. I can have my dba at my work look at it too.
 
oh
I'm sorry Sean, I might have confused you with a customer that was complaining about database corruption

following up on this right now.. your ticket should have been resolved a long time ago...
 
You must log in or register to reply here.
Back
Top