Our phones... again

[Danl]

Not sure what's wrong with our phone system again, I'm on the phone with them (again), if you need someone to call you send us an email at Support@vortechhosting.com and I will call you back. Also if anybody has any suggestions on good phone systems please let us know :-D .

[Silverbug]

Seems like i need to sell you a new phone system :P

[Danl]

PM me silverbug with more information

[Silverbug]

PM sent

[jGordon]

Phones down.....Entire Vortech support down.

I have been emailing and sending support tickets for about 14 hours now, with not one response of any kind. Can someone from vortech contact me immediately. I have sent 12+ emails by now with alteast 6 support tickets. My entire operations are down as far as servers go and I can't do anything

[Danl]

You've sent more like 30 emails around 8 pm, sorry but when you send all the emails to billing/sales, we do not work 24 hours a day. You'll get a response shortly

[jGordon]

I just need my accounts active, my clients are completely down.

[jGordon]

4PM Easter Time, one response and no action

Can someone please, just bill my account so my clients websites and email can be active

[tinymiller]

Please tell me how to switch plans I have set up for one of my customers or direct me to the documentation on how to switch their plan to a new one I have recently set up.

I have issued two tickets and sent two emails to your indicated support email address asking how to switch plans for one of my customers. Your phones have been inoperative for a couple of days now. You have not responded to my emails /tickets except to say I have not logged in appropriately.

Please contact me immediately (949.215.9944).

[Danl]

Log into their account, and click the button that says "change plan" on the front screen next to their current plan

[tinymiller]

Originally Posted by Danl

Log into their account, and click the button that says "change plan" on the front screen next to their current plan

After logging into their account and clicking "Change Plan," the plan I want to switch them to does not appear. I have created a new plan and it shows in my administrative panel but it does not appear for the customer I want to switch plans for. Please advise or call me (949.215.9944) or provide a phone number where you can be reached.

[Brangwyn]

You have to ensure the plans are in the same "group" from your reseller CP first.

http://www.psoft.net/HSdocumentation...ups.html#group

[tinymiller]

For the record, I'm just about ready to switch my service to one of your competitors. Your phones have been "unavailable" for three days now. The forum communication w/ your company is time-delaying and frustrating at best, especially for someone w/ my lack of experience. Your responses are piecemeal and lack the answers a simple 3 minute phone call could resolve. I am now spending an inordinate amount of time trying to resolve a relatively simple issue, I think and you are spending excess time typing your incomplete answers to me. It has now taken 3 days to attempt to resolve my issue and it's still not done. In your earlier post, you ask us to provide a phone number and you will call me back. I have done that 3 times and you have yet to call. Furthermore, your implication that it's the phone company's fault is lacking. After this amount of time, you could have provided a different phone number or purchased a new phone number.

Here's my issue, AGAIN!

I have set up two primary plans. The first one I set up is called "Event Renter Break In." That account was a test account to get a feel for how things work. We are now ready to launch our company so I set up another plan called "Event Renter Web Hosting" for our official reseller hosting service. I signed up a test company initially in the "Event Renter Break In" plan called Boomer Events. We want to switch Boomer Events over to the new "Event Renter Web Hosting Plan."

I followed your guidelines you submitted via forum and either your information is incomplete or I don't have the experience to figure out your suggestion.

I went to the "Grouping Plans" tutorial you provided a link for and reviewed my files. Both of the plans mentioned above appear in the compatible plans group on the right. Boomer Events does not appear anywhere. It is currently in the "Event Renter Break In" group. How do I get access to the Boomer Events customer and switch them to the "Event Renter Web Hosting" plan?

As stated earlier, I want you to be successful. I want to stay w/ your company. You offer a good program at an extremely competitive price. However, your customer service sucks! Once I get ahold of you, you're super nice and very helpful. However, my IT guy or I have attempted to call you 5 or 6 times since I signed up w/ you. Every single time we have tried to call you it has been difficult at best and impossible most of the time. If you are not easily reachable by phone or Instant Chat, then don't advertise this service. It makes you look bad and I would bet you have lost business from this one fact alone. Be up front and honest w/ your customers about the ability to reach you and your customers will not have unreasonable expectations and might even give you a break. By the way, your Instant Chat has never worked the multiple times I have tried to reach you.

Sorry to vent but I wanted you to know what your customers are seeing from you and hope you are able to resolve this primary communications issue before you have to close your doors.

Thanks.

[Brangwyn]

You have to have all the plans, including the one you are switching from in the same group. So if you have 3 plans, then delete all your groups and put all plans in the same group. btw I'm not Vortech Staff.

[DigitalSkyline]

just... wow.

Maybe there are people who are more experienced that could help train you on setting up your business? Ask for help, some here might even be willing to help you for free! Brangwyn is famous around these parts.

I don't know how it worked for anyone else, but I surely didn't expect anyone to hold my hand through the process. It IS assumed that you can handle the technical side of the business, I mean you ARE the primary support provider to your end users!

I'm not discounting your problems with getting in touch with Vortech, but have some realistic expectations in your "reseller" role.

And trust I am not one to come to the defense of Vortech... I can tell you, they rarely give support over the phone or on the forums... they have a ticket/support system which is used primarily. This wasn't always the case, but it is defacto-now. However, in my experience they are pretty responsive when you use the ticket system.

So perhaps this is failing for you because of your lack of experience and perhaps you are not communicating effectively? But then you have to take in to account that Vortech has only what... a handful of technicians? The pricing they offer is reflective of the hand holding they can realistically provide.

Last time I checked G-Daddy was offering phone support at $250/hr ... but I cant seem to find that, it looks like now it offers phone support at the low low rate of $49/half hour (what a deal!) ... still the point is... you get what you pay for.

It would not be any better with a lot of companies that route their support to India, as you will never get a qualified technician on the line... just some guy who barely speaks English reading from a troubleshooter.

My advice would be to have your "IT guy" deal with support@vortechhosting.com directly, as these forums are not going to get you anywhere fast.