Thanks for the nice praise Harvey, and to the rest of you that commented with nice feedback, we do appreciate it.
Always interesting to see most of the trash talking putdowns on here come from Nics with no signature. Thank you for the feedback MightyJoe, please feel free to contact me directly to let me know the tickets you had issues with or post the ticket number here and I will look it up and find out why you had such a terrible experience.
We are always here, for better or worse, we are who we are, front and center. I don't care if you want to say how you feel, it makes the world a better place and makes people take responsibility when they are accountable. We are a service provider, as such, you will never be perfect for everyone, even when you have delivered 100%, some people just will not be happy. Criticize us or the world all you want, but at least have the sack to be stand up about it if you are going to criticize a company or people that work their ass of day in and day out for their clients and are publicly accessible and known, unlike you.
DarkJedi, I looked your info up last time you posted that comment in January, you came to us in a desperate situation when RCN was having issues in October of 2010, we set up a server the same day and spent several days trying to transfer files over for you but the servers kept going offline and dropping/blocking SSH access. For as much as you like to crack on us we didn't even charge you up front, as we weren't going to charge you if we weren't able to grab all your content. So between trying to do you a favor when RCN was offline, and the fact that in that last thread it came out that you had been bagging on us because you thought we were Certified/Nakedhosting, explain to me where exactly we failed you? All we tried to do was help you out in a desperate situation two years ago... talk about ungrateful.
We chose years ago to force our managed support into our ticket based help desk, it's just the most efficient way to do things for web hosting support from our perspective. You'd be amazed at what people consider an emergency when it comes to phone and live support and the unrelated things people will want to discuss with you. We've had people ask for help on everything from their remote control that was supposed to sync up to their computer... to what niche they should promote to make the most money... what type of computer to buy... to drunk people that really just want someone to talk to... so, yes, with tickets, we can serve more people more efficiently and have a record of what was done that is easily accessible to the whole staff. We take most live support requests and turn them in to tickets as well as it's important to us to archive the history for each account. Almost twelve years later and we are still growing, so, it must be going OK for the majority of our clients.
Cheers to all... have a great weekend.
