[John]

Hello David,

I'm sorry to hear you had such a bad experience with our sales staff. I have spoken to the person concerned and he has sincerely apologised for his lack of professionalism.

I'm not trying to make excuses but when you called we did have a few servers down and we were working diligently to bring them back online. As it was quite hectic in the office at the time the staff member in question let his concentration slip for a few minutes. I understand that this is no fault of yours but I do ask you to take it into consideration, especially since you have previously had a very good experience with us.

Also, just to add, although the sales staff can answer your queries on upgrading from a reseller account to a VPS account, the actual request does have to be made via a ticket. This is so both parties have an official record of the request and so we can be 100% sure who we are speaking to. The same process applies to live chat, queries can be answered but the actual request needs to come via a ticket. I apologise if this wasn't properly explained to you.

I'm sure you will have a better experience next time.