I am trying to figure out what is going on. I have been having nothing but trouble since I loaded my website to JodoHost. I had several issues right away that the support staff had to fix because of things configured incorrectly on the server.
Once those were fixed my website stopped responding at random times. I created a ticket. I got a reply "fixed please check it now." with no reason telling me WHAT what wrong. Then it started doing it again. I contacted support again and got another response "we disabled some abuse sorry for troubles".
Now a week later my website is still doing it. I keep updating my ticket with the exact date/time details that I see the issues come up and that customers complain they can't access anything. But my ticket still doesn't get handled.
Now my ticket has "been placed on hold while we check it" since two days and its still not working. The real reason my ticket was placed on hold is because no one knows what the REAL problem is and they don't feel like dealing with it right now. So they put me on hold and wait for me to go away.
In the mean time I still have a website that works some times and doesn't respond at other times. I was told many times you have a 1 hour response time on a ticket, and I have yet to see that happen. Its normally several hours before I hear anything, and some times it takes until the next day.
Then when I do get a response I get something stupid like "we have locate the issue please check it now." The support does not tell me anything about what the problem is.
Here is a perfect example of WHY you need to give customers a real reason. I had a problem about 6 months ago when I installed vBulletin. It was not working correctly. It took the staff a week to figure out that it was something called "mod_security" and they disabled it. They replied in the ticket "please check it now". Then 6 months later I had the exact same problem but I could not remember what support did last time to fix it. I looked up my old ticket and because there were no details in the ticket telling me WHAT was done, I had not idea where to start. So I contact support and referenced the old ticket number with no usefull information. It took them 2 days this time to track down that it was the EXACT same problem it was 6 months ago.
If you guys would actually put a reason in the ticket, or your solution in the ticket, it would have saved my website from being down for 2 days. Because I could have told the support staff that I am having the same problem and last time it was caused by "mod_security" and they could have checked what ever that was first. That would have saved much time for me and support.
One thing that really made me mad was when I called live support. I told the person that my website was going up and down at random times. He asked for my domain name. 30 seconds later he came back and said "sir, your website is working fine please check it".
That really pissed me off because he just assumed that I was wrong. Even though I had been getting random errors on and off all day he didn't bother to check anything. All he did was type my domain name, and see that it loaded on his computer at that exact second, and told me it was fine.
Then when on live chat, they have you wait, and wait and wait. Last time I contacted them the guy said "please wait while I am checking". Then 45 minuets later... YES 45 minuets later. I watched an entire episode of Stargate SG-1 and almost fell asleep while waiting. He came back after 45 minuets and said "please open a ticket and we will check it."
I'm like dude..... WTF??????? you just wasted 45 of my minuets to tell me that you will check it later???
Please tell me that the normal staff is on vacation or something, and that I am dealing with staff in training, because I can't deal with this every time.
Once those were fixed my website stopped responding at random times. I created a ticket. I got a reply "fixed please check it now." with no reason telling me WHAT what wrong. Then it started doing it again. I contacted support again and got another response "we disabled some abuse sorry for troubles".
Now a week later my website is still doing it. I keep updating my ticket with the exact date/time details that I see the issues come up and that customers complain they can't access anything. But my ticket still doesn't get handled.
Now my ticket has "been placed on hold while we check it" since two days and its still not working. The real reason my ticket was placed on hold is because no one knows what the REAL problem is and they don't feel like dealing with it right now. So they put me on hold and wait for me to go away.
In the mean time I still have a website that works some times and doesn't respond at other times. I was told many times you have a 1 hour response time on a ticket, and I have yet to see that happen. Its normally several hours before I hear anything, and some times it takes until the next day.
Then when I do get a response I get something stupid like "we have locate the issue please check it now." The support does not tell me anything about what the problem is.
Here is a perfect example of WHY you need to give customers a real reason. I had a problem about 6 months ago when I installed vBulletin. It was not working correctly. It took the staff a week to figure out that it was something called "mod_security" and they disabled it. They replied in the ticket "please check it now". Then 6 months later I had the exact same problem but I could not remember what support did last time to fix it. I looked up my old ticket and because there were no details in the ticket telling me WHAT was done, I had not idea where to start. So I contact support and referenced the old ticket number with no usefull information. It took them 2 days this time to track down that it was the EXACT same problem it was 6 months ago.
If you guys would actually put a reason in the ticket, or your solution in the ticket, it would have saved my website from being down for 2 days. Because I could have told the support staff that I am having the same problem and last time it was caused by "mod_security" and they could have checked what ever that was first. That would have saved much time for me and support.
One thing that really made me mad was when I called live support. I told the person that my website was going up and down at random times. He asked for my domain name. 30 seconds later he came back and said "sir, your website is working fine please check it".
That really pissed me off because he just assumed that I was wrong. Even though I had been getting random errors on and off all day he didn't bother to check anything. All he did was type my domain name, and see that it loaded on his computer at that exact second, and told me it was fine.
Then when on live chat, they have you wait, and wait and wait. Last time I contacted them the guy said "please wait while I am checking". Then 45 minuets later... YES 45 minuets later. I watched an entire episode of Stargate SG-1 and almost fell asleep while waiting. He came back after 45 minuets and said "please open a ticket and we will check it."
I'm like dude..... WTF??????? you just wasted 45 of my minuets to tell me that you will check it later???
Please tell me that the normal staff is on vacation or something, and that I am dealing with staff in training, because I can't deal with this every time.