You guys Im telling you........

Customer Support Customer Only Discussion
1

If i go to live chat ONE MORE TIME and see read this about these new rules. I am cancelling my accoutNT YOU HERA ME. I am sick and tired of the unprofessional and suppor the last couple weeks.

When a client is on the phoen they want answers i dont have time to send no ticket. NOw the control panels are down and I need to know why as support dont want to tell me.

Everytime i complain aobut something im told by Yash and etc. its not a emergency everything is a emegency??? Everyting is not a emergency.

Im tell you u better rethink this live chat you will be losing coustomers, and i will continue to use live chat if one of my clients is demanding asnwers on the phone. I will not wait 1-3 hours for a answer via ticket system when my customers are on phone. NOT HAPPENING…

I have gone by the rules and will contineue to follow the rules, unless a client has called me and on hold. I will not look like I dont know what is going on to my clients on the phone.

You guys go me so pissed i almsot want to cancel my accojtn this second.

2

Now ive gotten 3 calls??? X( X( X( X(

3

Working fine for me. You know, they can’t just drop everything they are doing to appease you because your client is on the phone. 1-3 hours is good support. Thinking of leaving? Have fun, you won’t get the support you get here.

4

When I have client on phone yes I expect them to accest me in live chat. Are you telling me to, this is not acceptable???

If I can’t give a client why sometihng is down, do you think they wanto to hear that, not sure about your clinets are even if you are a reseller, but I dont work this way.

And no webfire i dont execpt them to drop eveyrting, and this wasnt my point if you read my post, read the post before you make any comments.

5

And another thiing, i joined jodo because of 24/7 live chat, and i expect that service to attend to my customers.

I offer my lcients 24/7 support and when i need answers on when a server is donw or control panels are donw i expect to be able ot use live chat and find out why so I can tell them and not look like a idiot why I dont know whats going on.

Other issue tickets can be followed by the rules, I neverrrrrrrrr said I had a problem with that. Im tryign to grow a hositng buisness with thousands of other compaines and I will not look like I don’t know whats going on with no answers, its going not happening, I or no other resellers will make it.

I will go dedicated before I let this continue. I will attend to my clients they pay me for a service and I give my best. And I pay JODO for service and live chat on emergency situations.

6

WebD, I really think the gods must be picking on you. If these forums are anything to go by, you seem to have more problems with Jodo support than all the rest put together. Sure, JH isn’t perfect, but compared to my previous provider, their support is like mana from heaven.

Jodo (usually) provides very timely information, and so far, if I have asked for a clarification of what a particular problem was, I have always got it. Perhaps it’s in the manner one approaches support personel.

7

No its the matter when i go to live chat and I see go read forum instead of attending why im there. I onlny go there when a server is down or cp is down since these new rules came in place.

I odnt know how you guys treat your customers but when I have them on the phone and wnat to know why sometihng is down server or control panel I want a answer PERIODDDDDDDDDDDDDDD. Thats why I choose jodo for live chat.

GODS give me break… Its called giving my clients the best service I can. Looks like you guys dont do that, just keep your comments to yourself…

8

webD,

I am sorry but we can simply not attend to you like that, and I know only one place that can, and even they get gripes at times, that would be rackspace.

They have staff waiting by the phone 24/7 for most any issue.

We CAN NOT have this level of service in shared/reseller hosting, because we simply do not have the staff levels, nor will we ever be able to have such staff levels, because it is a different business, they don’t do shared/reseller, they do managed hosting, and they would answer only to you, not your clients.

I know we are not perfect, and we work on improving all the time, but we are open, we try to communicate everything as much as possible, and we don’t hide when we do have failings, but I am positive in your case we have not failed, we just can not meet what you expect, because we actually have to be working the issue, and for some matters the lower level staff won’t even know what was happening if you were to get them, so its just taking their time from helping other clients too, with an issue that they can help with, we can’t at the higher level update the techs on chat as we are focusing on FIXING the issue at hand.

9

So you telling me the little amout of time a server go down or cp go down, I can’t use live chat if nothing is in forum??? Is this what your saying???

If so Im sorry I upgraded my accuont and will be looking for other alternitives.

I expect to give my clinets a answer if they call me or on my live chat why sometihng is down. I pay you for a service and I exptect to know whats going on or sometihng to tell them if a service is down. How often does this happen a server or cp is down (hardley none)??? How often does client catch even when something is down???

Will if a client catches it, I expect a answer to tell them if not posted in forum.

10

WebD,

Tanmaya posted that he was having to do maintenance, he is not here right now for me to ask, but when he does something on the spur of a moment it is important. It obviosuly took longer than he thought, but he got it done and posted the reason.

When logs files grow to large they can throw some odd errors and leave you chasing things that are not even the problem, he identified it was log to large and fixed. Sometimes it takes full concerntration and effort to get an issue fixed most timely, I have worked with Tanmaya for long enough to know when he is there he is WORKING, he is not taking all his time to do a meanial task. If it took him 15-18 min to fix the issue, it would take most anyone that long, he is very good.

11

But when I went to live chat there was nothing in forum, this is the only reason i went casue i had someone on hold on my end. What was i suppose to do come back and say I don’t know whats wrong. HOW does this make my company look???

Things happen, I dont care if it takes 5 hours to fix it happens, but if i cant tell them something its makes me look bad as a company.

Do you know how many clients I have gotten the last few weeks, that left another hsphere company that is going down with support because they got bought out. There excuse they left, they could not get answers or support took forever. I can’t do that to them, I give my best. To much competition out there for this market.

Customers are already scrared choosing me not being well knowed, and coming from another bad expericance they dont want to walk into another. I get most of them by talking on the phone with them and assuring them our support is excellent and we are there to attend to them when needed.

I never said i had a problem with the rules, but I do when nothing is in forum and i have a client on hold that would like to know whats wrong, when a major outage is down.

12

It is not only WebDesignSlave - I have the same problems. I guess it depends how many accounts you host here - I have over 100 windows hosting accounts at jodo- I don’t want to move to other host because it will be very difficult. But recently we resellers had many problems - network problems, helpdesk, control panel, dspam, mod security, DDOS atack, the localized hosting project was dropped /it was very dissapointing for me - because i loose clients very offen due to slow response times/, new live chat rules, waiting for months for Hsphere upgrade and so on. I have another windows reseller account at hosting company using HELM control panel- everything is perfect and the price is the same - even on their european servers. I beleive jodo would be a better company if using HELM panel for windows hosting - jodo have a good people but they are wasting time with BS like Hsphere. If it was easy to move my clients accounts I shoul do it ASAP. I hope we will have better days in the near future - jodo was a good company when I came here 2 years before.

13

ivanrk,

If you have issues with windows I can help :slight_smile: I have been here, will be here, I know hsphere is a pain, and upgrading won’t help much at all because it is designed wrong from the ground up, I am disappointed I had met with their lead executive( Igor) personally and thought he would actually take some advice, but no its gone on its own way and not for the better, now clients with many thousands of license can’t even get things done properly because of it. Its not the source of all problems, but it can add to many.

Even in 3.0 the asp.net switching is so screwed up we will not be using it, because it DOES and WILL take clients down, if a new server comes online, it would basically mean until people stop signing up, and switching asp.net that your asp.net pages would get reset easily 5-30 times a day depending on activity levels in CP and signups. This is not acceptable to me, as ASP.NET is a core of what we do, again if you are having an issue on that front i can assist, and readily available to do so, even via email if it is not urgent, as I can not tend to every “urgent” matter. My mail address is [email protected], if you have an issue needing escalated however we have the [email protected] process that will go to all shift in charge at the time, and it is the proper escalation for a ticket that is not going, going in circles, etc

About switching, we fully understand, we had even looked at one point ourselves, but the dual platform is still very attractive as a solution. Personally I despise helm, i have not tried the 4.0 version but in 3.x it was clicking forever to do any task, I think they have worked on it some in 4.0, 3.x also had some security issues for the first things I close up on a server, having to be open.

14

Actually I believe you do expect that. It is conveyed in all your posts you make about things that don’t work. I have logged maybe 2 dozen tickets since I have been here (over 2 yrs). You seem to have that many problems every week. Not calling you a liar, but you always seem to have problems no one is experiencing. If it were as bad as you always make it seem, everyone would be angry and *****ing on the forums, and JH would be getting grilled at all the hosting review sites.

I really do think you expect too much out of a reseller account. It is a shared environment, you know.

15

I suggested a long time ago that you should look into a dedicated server. This was some time ago, and I suggested it because you seemed to have the expectations of a dedicated server. Maybe you really should look into. Not every hosting business is able to use the reseller mold. 8)

16

Ahhhh, Windows. That could be part of the problem. :wink:

17

I learnt a long time ago that giving the best service I can results in absolute exhaustion. I know. I worked so hard at being the best it nearly killed me. And my clients were constantly demanding even better service.

Now I work at “exceeding my clients’ expectations”. The trick is in educating the clients what to expect. I now have very happy clients, and my business is growing through word of mouth alone. I don’t advertise

Perhaps, as Steven said, you are expecting too much of JodoHost. Or perhaps, to put it another way, JodoHost haven’t clearly conveyed what you should expect from them as a reselling/shared hosting provider..

When I came to JodoHost, I was expecting something better than the industry norm for a reselling - that’s why I chose JodoHost. But what I have found is something that far exceeds the industry norm. So I am a very happy customer, and so are my clients.

If I have any reason to think that I won’t be able to provide what a new customer wants, I recommend he looks elsewhere. I would rather turn away a potential customer than have a dissatisfied one. They are the worst type of advertising you can get.

I have only one mission-critical customer, and he is hosted with a provider that has a staff to customer ratio at least an order of magnitude better than JodoHost. But then he is paying a fee of more than an order of magnitude greater than what I charge for hosting on JodoHost.

My rule of thumb is to estimate what level of service I can expect from my suppliers (these forums are a big help with regards to JodoHost), and reduce it by 25%. This is the level of service I guarantee. I also provide up to a 200% credit if I fail to meet that level. That means that in a worse case scenario, they not only get a full refund for the current month, they also get an additional month free. So it is very important financially that I don’t oversell my services.

So far, in 18 months with JodoHost, I have only had to give one 200% credit, and that was due to a hacker exploiting a security flaw in a third-party php application – not JodoHost’s problem at all.

Prior to starting in the Internet business in 1999, I was a IT engineer for 33 years, primarily in the retail and banking industries. I know from experience it is not only impractical, it is often impossible to keep the customer accurately informed about progress in resolving issues. Sometimes the only practical answer was “we’re working on it”.

Just my 2 cents worth. :slight_smile:

18

The problems i access is valid, and i never said most of them was jodo fault but frustrating.

As far as live chat, if i have a client on the phone, im going to continue to go to live chat if a server is down or cp, and i expect to be taken care of.

If they want to suspend me then they can, I WILLLLLLLL give my cleints a answer if a server is down or control panel is down and there is no post in forum.

I will be at live chat and i expect not to be ingnored. I follow rules but I don’t agree on this, if a service is down we should be able to use live chat to attend to our clients. If not JODO has gone down hill. PERIODDDDDDDDDDD.

This is bs, tell me i cant come to live chat to find out what is wrong with cleints on the phone. Absolutiy terrible for you guys to tell us this. HOw often again, does things happen, hardly none, but when it does expect me to there if cleint is asking me quesitons and theres no post anywhere whats going on.

YOu think you might want to hear when something is down in case you dont know, to avoid other complaints on your end. Ever thought of this???

I spend $840.00 a year here and I don’t think thats to much to ask.

19

Live chat techs are not going to be able to fix server down type problems.

I am starting to see some of you problem.

  1. You are going to kill yourself expecting to be able to provide a 100% accurate answer to every client that calls before they hang up. That is just not possible.

  2. I think you are not understanding the point of Live chat. They have told you over and over. They are L1 techs. They help with normal every day type of problems. Such as “My Outlook cannot send mail.” Sure, they can tell if there is a problem with a server going on, but they sure aren’t the ones fixing it. They don’t always have the answer when something is down.

Like I said before, you won’t get better support than you do here at JH. Trust me, I have been there. But if your expectations exceed what a reseller account can give, then maybe you shuold look at something different. But be ready, managed dedicated hosting is expensive. And just like reselling, there are good companies and bad ones. It never ends. :frowning:

20

I dont expect live chat to fix my problems. Again i dont care if a server is down 24 hours, things happen. But I want to know whats going on when one of my clients ask me. I have clients that have choosen me to have answers and support and I expect in return the same from JODO.

Techs are in the same office and know whats going on im sure. If not, is it hard to say hang on and IM message or walk over to the L1 techs. And if know one is aware of a outage they will soon find out from us telling them on live chat.

I don’t understand why this is such a debate over when a server or cp is down. Its not like im requesting live chat for everything. I think we deserve this option to run our business and I won’t change my mind. They are good about positng in forum, but if there is no post, I will go to live chat.