No response to ticket #7691

I submitted a trouble ticket last night at about 10pm... ten hours now with no response. Also, last time this happened and I posted to this board about a ticket taking too long, it was fixed later without my being informed. I didn't know it was fixed until I happened to try it later. I need to know when this has been fixed so that I can inform my customer. I told him he would be the first to know. What if he "happens to try it" before I tell him it's fixed and it works? How will that make me look? As resellers if we are getting marginal support from Matrix the best we can hope for is to provide marginal support to our own customers, and that's just not good enough for me. I feel (personally) bad when one of my customers has a problem that takes too long to resolve. I have a few questions about support:

A couple of times I have gotten quick responses in the middle of the night, then next time something like this will happen. During what hours is the support department officially open?

On your web site, there is a "Live Help" button that is set perpetually to "Back Shortly". By having this on your site you advertise that you offer support by live chat and that it is just /temporarily/ offline. I for one took it this way when I was shopping around to find a reseller host. I feel misled now as I have never seen this work since I've signed up. What times during the day do you have someone staffing this?

I see from the new forums here and from another post that you are in the planning stages of offering reseller accounts on a few new control panel systems. I am very happy with HSphere overall, but we all know there are quite a few issues still. I am also not the only one on these boards that feels the support could be a little better. I must admit it irks me slightly to see your investment in these new technologies when it seems your investment should be going toward offering better support for your existing customers on your existing CP system. Don't get me wrong, I'm very happy overall with your company's offerings. But I would like to provide even better support to my customers, and to do that I need better support from you.

[admin]

Your problem you submited is not really something we could just go in and fix for you. I submited 8min after it was put in to Psoft to take a look on it.. I should of replied to your ticket and i am sorry I am sorry I did not I was a little busy last night.


As far as support goes I see no problems with our support.. 95% of the time we get back to ever one under 4 hours and have the problem fixed ASAP.


We try to have all problems fully fixed with 24 hours if there out of our hands. If its a server problem or network problem we can fixit right then. If its H-Sphere we must wait on them at times to fix it.

As far as the new Reseller stuff its not really new.. We have been doing it for about 2 years with the other CP's under Vortech but we are moving them over to Matrix.


But over all i see no problems with support times right now.

Thanks for the update. I would have been satisfied last night with at least hearing that the problem has been submitted to PSoft. Are you going to reply to my ticket as soon as you hear something? I would like to be able to inform the customer ASAP after it's been fixed.

Just so we all know, I think it would still be helpful if you would post your official support hours and live help hours.

Thanks again,

Adam

[admin]

mranderson, one reason why i leave them open is it closes it on me when I do that.. And you are the only one that can reopen it.. This will change in 2.3 so it will be better.

It should already be fixed as well.. I just found Psofts reply.. If its not just reply to the ticket to let me know..

Yes, I got your response and replied to the customer. Everything looks OK now. Maybe you could just let us know that you've passed it on and then tell us we need to reply to reopen the ticket so that it will be on your screen. I'd have no problem doing that. Even better if 2.3 is going to fix the problem.

I'd still like to know your support hours and about the live help... I'm starting to feel like you're ignoring this question. =)

Thanks,

Adam

[admin]

Oh sorry i missed that not ignoring it at all.

10am to 6PM M-F Phone and Live help but i am on most of the time for live help as well after 6Pm if i am not busy with tickets.