Honestly getting tired of issues not being fixed..

[bfriended]

So I have been fighting for a while now to keep oneo f my few clients. Every time there is an issue I email teh support and their standard response is that there is either no issue on "their end" or that things are running fine now.

I just sent an email to tech about this client complaining again their site was oading way to slow. Keep in mind this is a simple HTML site that is not very large and not many images to slow down.

Tech says "all should be working fine now. So I pull up the site, and there is no web page, it says "service unavailable". This is within seconds of them telling me it is fine.

Here is the last email I sent to them.
___________________________________

OK, now the site is DOWN!

Look, this is crazy! Here is how many times I have complained about this and nothing is being done!

Ticket ID....

ZPR-617311
WRZ-936300
VOI-826580
KBQ-236658
OYH-470351
JEV-108908

Will you please stop ignoring the problem and ifx it?
_________________________________________

Keep in mond that these tickets were sent on different days, not all in the same day. And this is not all of them, just some.

Why won't anyone there just fix the issue?

[crocman]

Cos they dont care about your problems it seems they have enough of their own.
I waited for over 2 months to have an issue fixed, I have lost customers already due to tech supports inaction on some issues. Other customers I just barely kept and only because they had been with me so long

When they're good they're great but when they're bad they're horrid
(Tech support that is).

In some ways it forced me to realise the buck still stops with me when it comes to client support and I needed to have systems in place that didnt leave me in situations where third parties were in control of my business reputation.

I know it doesnt answer your question but honestly the frustration and endless unresolved ticket submissions just arent worth the stress.

I know it costs money but its crazy to have all your eggs in 1 basket. If you need to move a customer to a different provider due to someone elses inaction then you should.

Just my 2 cents worth

[bfriended]

I was out of town onver the weekend, and I come bak to 18 emails from this same client complaining about the sites load time. Of course the standard response from Vortech is the site works fine for them. Funny that it takes over 20 seconds for my client, me, someone in VA, and someone in TX.

I wonder how Vortech has the magic viewing ability that no one in the US seems to have....

[Danl]

Have you attempted to send in a trace route? If so, what was our response?

-Dan

[cleonard]

Truly, a traceroute will let you see where the problem resides. Anytime I have an issue with slowness I run one to see who's at fault.

I personally like http://winmtr.sourceforge.net/

I send the zip to customers with speed concerns and have them run it for at least 1 minute and send me the results. Then I can see where the bottleneck is.

[Brangwyn]

Also a very handy command if your using windows is the Pathping command (basically it's a combination of ping and traceroute) e.g.

pathping barney.hsphere.cc

http://en.wikipedia.org/wiki/Pathping

[Silverbug]

oooh handy thanks B

[FFS]

Having similar support issues. I have been calling for 24 hours+ now and nothing. Seems to be a common reccurance, when stuff is down support never answers the phone. Worse of all is I have had no verification they are even aware of the problem. It says mysql1 is online and functioning, yet one of my clients are getting errors on phpBB. Reposting my concern here hopefully it will get looked at. Really need to improve urgency support. Just as companies grow they can also bite the dust just as fast with poor support.


----------------------

one of our customers pointed out that mysql1 is not functioning properly. We were told its been like this for over a day now. I checked server status and it says its ok. All is not though as their phpbb turned into this

http://www.supremereign.com/board/

-----------------

Don't make me go over there!!! I'm in Orlando.

Client says they haven't touched the phpBB install and I beleive them that this is a server issue. Please fix this ASAP

[dvanburen]

Have you submitted a ticket? If not please do so. Between NT49 yesterday and multiple support staff calling in sick we have been severely shorthanded for the past few days. I apologize for not answering the phones yesterday, all our attention was on NT49. I did make a note that the phones would likely go unanswered in that thread.

[FFS]

I've been waiting for you to approve me to make them for going on a couple years now. I filled out another request again today. My experience so far with you guys has been, when I actually get a hold of someone on the phone, stuff gets done, and quickly. When I bring it online there is always an excuse why its ignored, and it always has nothing to do with the problem at hand. I have tried to submit many in the past and they always are unanswered because my account is never validated or whatever. I'll even get a physical response back, and its something like "Please validate your account on the forums or we cannot help you". How long it takes to give me customer access shouldn't deterime why problems aren't being fixed.

Great example, I posted the problem I was having above. The problem hasn't been addressed yet, your well aware of it now. Now me as someone that enjoy's my customers business, I would get right on it regardless. Dead air support, makes me give my customers dead air support when they ask how long, which looks poorly on us. I've been calling since this morning also... and still no answer, you know about the problem still no fix.

[FFS]

Adding to this an update cause someone has to do it. I personally dived into the issue and found something very odd. Our domain provider changed our dns settings without our approval on our service domain. It doesn't change the fact support has been poor. If you think I'm mad here, you don't even want to know my thoughts towards the domain provider right now.

Originally Posted by FFS

I've been waiting for you to approve me to make them for going on a couple years now. I filled out another request again today. My experience so far with you guys has been, when I actually get a hold of someone on the phone, stuff gets done, and quickly. When I bring it online there is always an excuse why its ignored, and it always has nothing to do with the problem at hand. I have tried to submit many in the past and they always are unanswered because my account is never validated or whatever. I'll even get a physical response back, and its something like "Please validate your account on the forums or we cannot help you". How long it takes to give me customer access shouldn't deterime why problems aren't being fixed.

What approval are you waiting on? The support accounts don't require approval. You just go to http://vortechsupport.com and register. You'll then just have to follow the link in a confirmation email that is sent to you, and you're done.

Originally Posted by FFS

Great example, I posted the problem I was having above. The problem hasn't been addressed yet, your well aware of it now. Now me as someone that enjoy's my customers business, I would get right on it regardless. Dead air support, makes me give my customers dead air support when they ask how long, which looks poorly on us. I've been calling since this morning also... and still no answer, you know about the problem still no fix.

This is a forum, not a support center. If you have an urgent issue you want us to look at, you need to put it in a support ticket at vortechsupport.com. You'll usually have a response within 30 minutes.

[Vixen]

Originally Posted by FFS

Adding to this an update cause someone has to do it. I personally dived into the issue and found something very odd. Our domain provider changed our dns settings without our approval on our service domain. It doesn't change the fact support has been poor. If you think I'm mad here, you don't even want to know my thoughts towards the domain provider right now.

Provide me with the ticket # & I will look into how long the ticket waited for a response from tech support.