I truly believe that Eukhost is interested in learning from feedback and, therefore, I would like to make a couple of points on the replies above.
I can see that Livechat must be difficult to manage from your point of view. Lots of people with different problems expecting instant answers and limited ability for you to sort the easy from the complex. I would have thought that tickets would be much easier for you to prioritise, correctly allocate and manage overall.
Indeed, from my point of view although I did recive instant attention between 8am and 9am on Friday it was a complete was of time for me and you. Would you not expect someone on the end of Livechat to be able to solve the very basic SQL Server password problem that I had within a few minutes?
Once I realised that the person on the other end of Livechat was struggling, I closed the chat and submitted a ticket at about 9am. I was told 3 hours later that it had been fixed when it was not. It took another 3 hours for the
website hosting to be sorted and then Martin had to start sorting out the damage that had been done and so the
website hosting was not properly sorted until 8 hours after I raised the ticket.
My points are:
a) I could easily be pursuaded to use the ticket system rather than Livechat if I got the same sort of speed of reaction from the former as the latter.
b) An instant response on Livechat is no good if the person your end cannot understand or solve basic problems.
c) If I know that a ticket concerning a fairly basic problem is going to take 8 hours to sort-out then I am going to use Livechat.
d) How can someone respond to a ticket saying that the problem is resolved when it is not?
I guess that my point here is that Livechat failed me due quality of reponse. The ticket system failed due to time of response. Would it not be better for Eukhost to concentrate on trying to fix either qulaity of Livechat or speed of tickets rather than both?
Again, I hope that you realise that I am not complaining juts trying to help you improve the service.
Chris