Maybe it’s because in your first post you stated you will use Live chat for everything and not enter tickets. That is unacceptable.
And from what I’ve read of your posts, you use Live chat for EVERYTHING. Then scream and yell when it is not resolved. Half the time you are the only one that ever seems to have the problem.
I don’t know, maybe I just a have negative attitude about it after so many months of reading your negativity.
Good luck, I’m done. I’ve said all I can say.
Webfire yes just drop it, becasue i never said i use live chat for everyting, read my post. I follow the rules if you read my post, but I don’t expect to in this case.
This is whats in my first post, so don’t tell me i yell and scream and expect to be singled out and taken care of in live chat.
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.
I am not the only one experiancing some of the problems I have gurentee you. YOu think some of your resellers would be on my side about this situation, when something major is down.
Man, I will be honest with you,
It´s not worth having this level of stress… and there are only two possible solutions for the cure:
1- Just drop levels of stress. And you can do that by educating your clients… Tell them more or less the contents of number 2 below:
…
…
…
2- STOP CRYING FOR AN IMPOSSIBLE BARGAIN!!! You cannot pay for “shared-roller-blades” … and go out cruising all handsome on a “dedicated-jaguar”.
Charge then 10 times more, and give them a dedicated server at Rackshack. They are very good. I have one there myself, and my client who loves a demand… is ready to pay for it.
So, we are all in love: me, my client, and Rackshack 
And please, dont tell me to keep to myself… because you are on customer Forum with hundreds of other people having to read you.
Think about this: if you are so right… what does that make of all of us?
Fools???
(please, dont say yes 
)
So,… You either accept that you will be contradicted by the facts presented by other people… Or else stop putting a stinky goat on everybody’s living room.
Thank you
When a client is on the phoen they want answers i dont have time to send no ticket.
…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…
Slave, I didn’t make these up.
WHEN A SERVER IS OUT OR CONTROL PANEL… and there is no post, what do you thinK I am talking aobut??? with this post.
You know what im done with this fourm post. I will use live chat with a outage with no post, they like it or not, and i better not be ignored. PERIODDDDDDDDDDDDDDDD.
And underdog your commment about the gods is unacceptable in this post to, so don’t tell me its not right what i siad, and either what you said to me.
I am making a valid point and I am sticking to it.
Webfire: I have praised jodo for the support the last 2 years as well have talked nothing but good about them outside this privite forum to help them, so to tell me I am always negitive, is not true. I even help them sell Windows VPS. Do I make hardley anyting off this service I offer noooooooooo.
You know what webfire get off my ass. those are legite complaints. Get over it and get off me.
This is about taking care of my clients, if you dont like this post go post somewhere else, but get off my butt.
I said open fourm I praised JODO, arent those in closed forum??? so no new clients cant see any issues any of us are having to hurt jodo business.
Guys and gals, settle down
WebD, we can simply not meet your expectations every time, there was an issue on the cp that needed to be fixed, Tanmaya was at HOME, he came online from his phone to get to the server, he was not there to yell to the techs what he was doing, Ranjan was talking to him on the phone, he posted as soon as he could after reaching Tanmaya on his phone, Tanmaya uses his phone to get online, they worked the issue together, the issue got fixed ASAP. I think in the end that it was resolved in 15-18 minutes was the best thing at the time. was everything perfect? no, but it was acceptable for the circumstances.
WebD, we are constantly looking at ways to get information on downtime out faster to clients.
I understand the frustration of having the CP down for 15 minutes and not knowing what to tell your clients.
But please remember, even if you own a hosting company with its own servers (like jodohost), you may not always know whats going on. I at times do not immediately know what the nature of the issue is. For example when we had the packetloss issue earlier today, I only got accurate information 10 to 15minutes after the incident took place because the techs were so busy figuring it out that I couldn’t bother/reach them immediately for status. So I told clients IMing/emailing/PMing that we are looking into the issue and don’t know whats up yet. Only later did I find out the FCP device had an issue (something we hope will improve routing/performance)
You really don’t have to give real-time information to your clients right away. A host that can give up to the minute reports are few and rare.
We are constantly trying to improve. I’ll look at ways we can dispatch server-wide or network-side critical info faster over live chat. Or maybe so you can obtain information of such outages without the ticketing process.
Yash & Stephen,
This whole post isnt even about how long the cp are down, things happen and always will. If my clients get mad becasue things are down for a long time then be it, but its my job to give them a answer if all possible.
I was only saying if a client calls me and on hold and theres nothing in the forum, why am I being told I can’t use live chat.
What if you are not aware of the situation.
If you don’t know whats wrong when I am at live chat I telll my customers exactly what you tell me.
I may never have to go to live chat on a outage if I don’t get a call, may never happen again, but if it does I should be able to go to live chat when my customers on the phone to try to find out whats wrong. This is all this is about.
I and the other resellers are small unknowed compaines we have to do everytihng possible to impress our clients to grow, theres to much competion. I had about 4 new clients that came to me from another hspher host that got bought out. There complaint why they left this other company >> support and not getting answers. One of them today was the one that called when cp was down.
I feel I have a ligimate issue here for all resellers. You guys are good about posting in forum but some cases nothign is here and this is when live chat helps us.
When I go to live chat and always see this message and techs telling me read this in forum about new rules is very frustration and activiting with a client on the phone. I don’t go to live chat everytime a client calls about something, but a outage thats important.
i joined your company for this tool, and I expect to use it for emergencys (outages).
Even though they ask what the problem is, most customers really want to know when the problem will be fixed and if it is likely to re-occur. What they care about is their problems they are facing with their customers, staff etc. due to the problem with the service you are providing to them.
If I don’t know the answer, I’m honest and tell them, but I can also honestly say that the problem is being worked on. I promise call call them back as soon as I can provide them with something concrete, and also offer to call them at regular interval to let them know of progress (or lack of it). If they ask for regular updates, I phone them at the agreed intervals, even if it is to say that no cause or solution has yet been found.
Once the issue has been resolved, I take the time to make a report of what happened. I have yet to meet a client who thinks I’m incompetent because I could not tell them exactly what was wrong when they phone. After all, I’m not the tech on the spot – I’m the owner of an Internet services company. As long as I make it clear that all that is humanly possible is being done to resolve the client’s issues, I keep the client on side. That’s what it’s all about.
As I said earlier, trying to be the best nearly killed me, and I wasn’t speaking figuratively.
I don’t know if you are really as strung out as you appear to be in these forums. I hope not. But many of your threads here give the impression that you are absolutely stressed out. I don’t know whether it’s true or not, but it is certainly the impression I get. You only need to look at the titles of this and other threads started by you to see what I mean.
No disrespect, but when ever I see a new thread started by you in this forum, my first thought is “Oh no, what this time?â€. I’m torn between (a) thinking you get more than your share of problems (hence my quip about the gods picking on you. Sorry if it offended you – some remarks don’t travel well), (b) thinking this is someone who is way too stressed out, and (c) thinking this is just someone who is too “in your face†for my comfort.
I think what most of us are saying is there are other options to putting a customer on hold while you try to get an explanation via live chat. Think about it please.
A very easy thing to tell customers is that “I don’t know what the issue is, but I will look into it immediately and get back to you shortly. Is that ok with you?” You then set the expectation about any technology: There is no 100% technology. Sometimes things break. Take the issues with ColdFusion. I ran cold fusion servers for over 6 years for another company and had issues with them that I just couldn’t fix out right. Not for lack of effort or knowledge, it’s just that CF has issues. When the customers I have that are on the CF servers call me, I remind them that this is expected from time to time, unfortunately, due to the lack of quality in the CF product. They understand that now, and always answer “ok, sounds good” when I tell them the above quote. Heck, one of those customers is going to pay me to redesign his site in something other than CF just because I have been honest with him about server issues (and the fact that I ran servers as a systems administrator for over a decade and CF servers for 6). If you don’t know the answer, be honest and say “I don’t know but I will find out and get back to you in XX minutes”.
I know it is hard to change the expectations of customers that “want it now”, once they’ve grown accustomed to it, but it can be done. You just have to be patient and subtly wane them towards realistic expectations..
WebD, I am not trying to “rag on you” or anytihng like this, but really we can’t possibly answer every chat and every query the exact time there is a problem, and even if we can’t we cna’t always answer you(and your chat did get answered by DKumar, he was jsut not able to give you the info you wanted, because he nor anyone had the ability to tell you what was going on, but you can rest assured we WERE working on it) We get alerts, we monitor every shared service every minute, when there are issues we address them and try to inform you as soon as possible.
I will use my own case as an example, when i restarted MSSQL5 after simply changing the heatsink to one designed for the 1u case proeprly, I got it up, checked the service it was all up, but since I was working with our upstream provider for internet and did not have the alerting program open, I did not realize some 2 minutes later it had crashed(sql services), it took me another 2 minutes to get our secured password list opened and logged in, and another 3 minutes before I came to the forums to post that this may be a while, little did I know EXACTLY how many hours I’d be on the phone, etc before resolving, but there is sometimes a delay in information, and for the first 2 hours I did not even know why it was happening at all. that night I had a very accelerated course in the internals of tracing debug output of SQL server in various trace modes over the following 4 hours, I provided regualar updates as I could, with as much information as I could, but the fact was there was still nearly a 8 minute outage before I even posted, because of circumstances and working to resolve the matter before coming here. I do not regret one bit trying for several minutes to get the server online before posting, I feel it was the best approach at the time.
?( ?( ?(
Wrong address
WebD.
A word of advice you can either take or leave. After 20 years in this industry as WebFire mentioned above it’s all about setting customer expectations. If you tell your customers you offer 24/7 support then you are setting yourself up for failure there having to depend on someone else for your hosting service. To offer that kind of service YOU need to be in control of everything.
I understand you want to give your customers the BEST service you can but to expect the kind of service you are asking for is nearly impossible to find. I would second that you look hard a t VPS/dedicated box here (or somewhere else) as then YOU will control what happens. Then if a problem comes up YOU can solve it and not have to wait on someone else.
I’m not defending JodoHost. But you’re expectations are more than they can provide. Just a little piece of advice. for what it’s worth.
Good luck!
Underdog sorry for the post!
Thanks to everyone for giving me advice.
I am sticking to my decsion. When I join JODO i joined for the live chat, and I intend to still use it for emergencys. I follow the rules, but I intend to give my customers answers (only for a outage) as I have been doing for over 2 years here, when live chat as never been a issue TILL NOW.
If a server is down or CP and nothing is in fourm I am going to live chat in this case. I pay alot a year and this was offered to me when I joined. I need this tool and it has helped me in the past and should of never of been taken away from us PERIOD for certain things! The ticket system I agree on and should be used for everything but a emergency and I have been using that system per the rules here.
Everyone thinks this is uncalled for, will if you read my post servers or cp usually nevers goes down and this may never be a issue, but I will be there if a client is contacting me to find out what is going on and I don’t know what to tell them.
JODO if this is ever the case and I come to live chat, I don’t expect to see go read forum we are not going to help you. I got to many customrers from other hsphere companies and WILL NOT risk losing them. I do my business the way I have been for 4 years and not changing it. Clients want answers. Before I joined JODO I lost numerous clients not providing answers after going through 4 companines. LIve chat is the tool I got when I joined JODO and the reason I joined and I intend to use it for outages only. This tool has saved me numerous problems with clients in the past and as always worked will. I never had a tech that didn’t know what was going on 98% of the time.
Let’s see - $840 per year. 365 days a year.
840/365= 2.30
So it costs you a WHOPPING [SIZE=3]$2.30[/SIZE][SIZE=3]/day[/SIZE] to use Jodohost’s services. That’s less than ten cents an hour! I’m surprised they haven’t added extra staff just to accomodate your needs based on the huge investment you’re making in your business and the huge profits they are just raking in!
Sorry, dude, but when you pay for hamburger you can’t expect it to taste like Kobe beef, and you can’t resell it as filet mignon. If you do, you and your customers will NEVER be satisfied.