Very Disappointed

[kev woodman]

Another day has gone past and I still haven't received a reply from support or from Administrator to a fairly simple problem that I first contacted you all about on Friday.

I'm not sure what has changed but the good service I have received in the past has been completely overshadowed by this really poor show.

I'd have been happy if someone would have just said it was going to take a while and they were looking into it. Instead I have been left in the dark and effectively ignored.

[James]

Hello Kev,

I apologize for the inconvenience caused due to us. Please let me know your problem or place a support ticket and I will look into the the issue and make sure its resolved asap.

[kev woodman]

Hi James,

I've sent you a pm.

[Administrator]

Hello Kevin,

Please use ns1.nettoolz.net and ns2.nettoolz.net for your new domain name. ns1.redbackinternet.co.uk and ns2.redbackinternet.co.uk point to tristar from where we had forwarded DNS for your old domains. For your new accounts we will need to add similar A records on tristar so please use ns1.nettoolz.net and ns2.nettoolz.net from now for any new domain that you will add.

If you had sent same PM to me that you had sent to James then I would have answered it in no time. PM sent to me was 3 pages long and I could not read it on Sunday night.

I'll suggest you to use our helpdesk henceforth whenever you need support. MSN or AIM should not be used as it can be disappointing in such DNS problems. Our livechat support staff cannot handle complicated technical problems and there's no way to escalate chats to senior people. Ticket support is the best option to get best solution for any technical problem.

[kev woodman]

Good job I didn't change the nameservers earlier then - these are different to the one's I had previously been advised.

I kind of take your point about the MSN support not being able to answer technical problems but I think that if this was the case they could have just told me that rather than effectively ignoring me. From my point of view it's not a problem being told I need to ask someone else, it's a lot more frustrating to be left hanging around.

Regarding the pm - I sent you a transcript which was what you had asked me for, it was certainly long but that was hardly my fault.

[Administrator]

True. That was my fault as I was tired at that time and could not read it.

Our MSN gets flooded during business hours and things become difficult for them during business hours. AIM can be opened on multiple machines but 1 MSN can be opened on 1 machine only. I cannot get on top of the guys for MSN as they are humans and you cannot expect them to reply customers like robots.


We expect old customers to prefer our helpdesk or livechat from the website as MSN support is good for those who don't know anything about web hosting but those who have advance knowledge should communicate with staff of their level.

[SevenCentSkill]

Hi Admin, I think perhaps you should make this clear to the staff you have on the MSN chat and to the customers. I had quite a technical problem, and naturally just figured the MSN support was on the same level as the email support (which had until then been my prefered method of contacting you guys), essentially I was jumping through hoops with them for a week, when eventually they told me to 'escalate' the issue by sending an email to create a support ticket, now had I realised this hadn't happened with my first contact with the MSN help I would have done so immediately. Now I have a lot of patience when it comes to all help desks and call centres (having worked on one myself), but maybe a procedure should be in place to tell them to tell the customer to escalate this immediately if it is a problem out of their depth.

[Administrator]

You have spent more than 15 minutes by the time they make out that the problem is out of their scope. We cannot put our senior staff members on MSN as MSN support is really frustrating and no one can work as MSN support person for more than couple of months.

Newly recruited people start from MSN support and we move them on helpdesk once they gather good technical knowledge.

[SevenCentSkill]

My point was the support ticket. Perhaps if this is opened by the person on the MSN desk at time of contact, and closed by them if they get a successful resolution otherwise it is at least logged in the system as a problem. I realise this is putting more work on an already stressful position, and would probably mean logging a lot of mundane problems, but it would stop this happening.

[Administrator]

We have advised them to do so but most of the times we have heavy traffic on MSN and it becomes difficult for them to open a ticket for customers.

We are improving our web based livechat support as we have options to setup departments in it but there's no way to improve MSN support as only 1 person can handle it at a time.

[Armavia]

This place seems cool.

[Administrator]

Originally Posted by Armavia

This place seems cool.

You have posted in a hot thread which has cooled now