Vortech not helping, maybe you can?

[opt2004]

All the issues HAVE NOT been solved. I can still not add a generic 500 error message as I could be for the upgrade. I have an outstanding ticket that has been on hold since February.

[dyntech]

Then what is the problem, Dan?

NT7 and mysql3 slows down EVERY night, nobody answers the phones, and when you do get ahold of someone, half the time they don't care to help and just shrug you off.

I've been a customer for more than four years and have seen the decline everyone else is talking about. I personally have never said anything about it but can't stay quiet any longer.

There has been a BIG decline in both the quality of hosting and the quality of customer service.

[DigitalSkyline]

Its all about communication folks... if nothing is wrong, then why does it take so long to get responses, if ever?

This is the kind of thing that goes on when a business is in trouble and no one wants to admit it. As resellers we are extremely dependant on Vortech, so not knowing what's going on is just disturbing. A while ago Brad posted saying Vortech is not going any where... thats great and all... so why has the communication been so horrible?

True, straight talk would be nice... otherwise we are all left to assume the worst.

[opt2004]

It is now taking 24-48 hours for them to respond to my tickets. It is absolutely insane. I stand by my earlier comment on a different thread that they must have a bunch of 13-year old children running support these days.

[Brangwyn]

Personally I've still rarely had a ticket not answered within an hour of submitting it, occassionally the odd ticket gets passed up the chain but normally I get quick prompt and curteous replies from all the support folks.

FWIW perhaps if you didn't call them 13-year old children they'd give you a bit more respect and speedier responses in return?.

The servers slow down particularly due to the drive image backups, this was thrashed out a little when the new system was put in place a good while back, I presume this is still causing issues I don't think it's got worse in my opinion but there are a few servers regualry seeming to have issues but I don't believe it's indicitive of some overall larger more systemic problem.

[Clayton]

Originally Posted by Brangwyn

FWIW perhaps if you didn't call them 13-year old children they'd give you a bit more respect and speedier responses in return?.

I agree, also not cursing and typing with the caps lock button on

[Clayton]

Originally Posted by bfriended

Just to follow up to be fair to Vortech. Clayton w/ Vortech actually gave me a step by step to fix the issue and it worked. IF the person that first responded would have given Claytons response, then I would not have been so frustrated with the whole process. Of course ALL THE OTHER issues Vortech is having right now does not help people stay calm when little things like this turned out to be happens.
Thanks Clayton. Again, I appreciate your response.

Not a problem.

[Clayton]

Originally Posted by dyntech

nobody answers the phones

When are you calling? The phone never rings during the night shift that I work. I wish someone would call, it gets real quiet and lonely here at night

[dyntech]

Originally Posted by Clayton

When are you calling? The phone never rings during the night shift that I work. I wish someone would call, it gets real quiet and lonely here at night

Clayton, I called about 4 times on Saturday between 12:30AM and 2:00AM. Nobody answered. I called twice Saturday between 4:30PM and 5:00PM. Nobody answered.

Also the "Current Network and Server Status Report" is the same one thats been on there for about two months that I know of.

[dyntech]

I can say that Thomas in support has been the one exception when it comes to repsonse and seeming to care. He has responded to two of my tickets recently and actually helped me.

The first time was after getting the run around from some of the other guys.

The second time he actually gave me a useful response that at least made me think my issue mattered.

[opt2004]

Originally Posted by Brangwyn

Personally I've still rarely had a ticket not answered within an hour of submitting it, occassionally the odd ticket gets passed up the chain but normally I get quick prompt and curteous replies from all the support folks.

FWIW perhaps if you didn't call them 13-year old children they'd give you a bit more respect and speedier responses in return?.

The servers slow down particularly due to the drive image backups, this was thrashed out a little when the new system was put in place a good while back, I presume this is still causing issues I don't think it's got worse in my opinion but there are a few servers regualry seeming to have issues but I don't believe it's indicitive of some overall larger more systemic problem.

I only started calling them 13-year olds when they started acting like 13-year olds. If they do their job, then nobody would be complaining. If their feelings are hurt that easily, then they are as young and imature as I stated. I have had tons of bounced emails lately because the Vortech servers keep getting blocked by mail servers. I have at least 3 per week. All support does is respond back about a day later and says "IP Rotated". That is not a fix. If all IPs are being Blocked, that does nothing. They need to contact the abuse department of the mail blocking our server and figure out what is going on and address the ROOT CAUSE of the problem. Vortech likes to firefight instead of being proactive as evident with the entire last upgrade. I personally believe that there was not enough testing before the upgrade. It appears that they just threw it out there and expected us to just live with what we got. With such as royal screw up such as the upgrade, I would expect support to be bending over backwards to fix our problems regardless if people get upset and make a few negative comments.

I think Vortech is going out of business very soon.

[Brangwyn]

They need to contact the abuse department of the mail blocking our server and figure out what is going on and address the ROOT CAUSE of the problem

They've already been down that path and it takes longer to fix that way, some places refuse to delist without you "donating" to their cause first, can't remember which one it is, but that takes time as well, by rotating they immediately fix the problem which is what everyone wants, not to have to wait yet another half day while someone at spamcop or somewhere decides whether or not to delist them.

I do not believe the upgrade has anything to do with slowness, we had it before the upgrade and we've still got it, a little more so currently on a few selected servers and primarily during the backup and maintenance windows. Once some of those servers get long overdue hardware upgrades they may also come right.

Originally Posted by opt2004

I think Vortech is going out of business very soon.

We are actually still growing at a healthy rate.

[DigitalSkyline]

Originally Posted by Josh

We are actually still growing at a healthy rate.

I'm glad to hear that ... I guess my worries are just unfounded. Brad used to take a more hands on approach to this business, but he's has been very quiet lately. The forums used to have a lot more activity... and after seeing many complaints posted, and after experiencing some problems personally (getting the run around when a server needs reset, taking longer then expected, Network down time, slow cp, etc.), leads one to believe where there is smoke there is fire.

I understand the frustrations of dealing with customers who can be overbearing, but are they really being a PITA or are they just getting frustrated with the lack of communication.

I can handle that there are going to be issues, we are all human, but I can not understand or accept denial and lack of communication.

[Danl]

I also work the over night shift, Sunday, Monday and Tuesday night, and I rarely get calls, when I do they're usually from people over seas. My question is if you are calling on night's that I'm working what times are you calling, and from what number feel free to email me personally on this matter as we'd like to fix this situation, having upset customers is not something we want or need, I'd like to get to the bottom of the issue. Just private message me and we'll see about getting to the bottom of this.

-Dan