Don't Says Things That Don't Happen

[i2ventures]

Hi,

As a new sign-up (Semi-Dedicated), I spoke to someone at 9.20am this morning to do the order verification process.

That's all good and dandy and I was quite impressed that this happened as it's Saturday. At the end of the call I was going to ask what happens next, but he beat me to it and said that within 3 hours I would have email with access details.

Wow I thought, and this statement has kept me hanging around a computer as I am excited to get logged in, sort out the namesevers when I know the IP addresses and get some domain repointing started.

Problem is it's now 4 hours since our conversation and instead of feeling impressed about all this happening on a Saturday, I'm feeling frustrated that I'm wasting time waiting for this email.

So my suggestion is to make sure you don't over promise.

[eUK-Nick]

Hello Mark,

We normally do set-up semi-dedicated servers in under 3 hours. However, we got a rush of sign-ups in the past few days because of which the current node and the one in stock have been used. We are expecting fresh Dell PowerEdge Chassis to be delivered soon. Once done, the node will be setup.

The verification team was not fully aware of the situation at that time. I apologise for the delays. Thank you for your understanding.

[i2ventures]

NickG,

That's not a problem, but obviously it would have be better to be told this at 9.20am this morning.

Your reply contains the solution to this problem, better internal communication. Surely the sales and verification teams need to know this information. I'm sure sales would not like to look like liars if they are on live chat telling potential customers to signup now and they could be up and running in a few hours! It's this kind of stuff that damages a companys reputation.

Guess I can sit back and watch the football instead then!

p.s When you say 'soon', what does this mean? Today? Next Friday? Next Month?

[jc8654]

I would hope within the next week if not sooner....

[eUK-Nick]

Originally Posted by i2ventures

NickG,

p.s When you say 'soon', what does this mean? Today? Next Friday? Next Month?

We have just received a new shipment. Our new node will be ready by tonight. You should have your login details by Sunday morning at the most i.e tomorrow.

[Rock]

Hi Mark,

By the time your read this, you'd have already received the Linux CPanel Semi-Dedicated Hosting Welcome Email [ access details ]
Apologies for any inconvenience faced earlier with the delay in the deployment of the Semi-Dedicated.
Once again thank you for your understanding & the valuable suggestion, we'll keep all of our teams updated with the current server availability statuses..
You can approach our 24x7 quality support through Live Chat or Ticket/Email support anytime in case you have any questions or problems with the
Semi-Dedicated.. Thank you for choosing EUKHost, Best Luck...

[i2ventures]

Just to finish this topic off for anyone else reading.

NickG was spot on the money. 1.42am and email received with vps details. I logged in and went through the whm setup wizard, got stuck, pop onto live chat support and immediate got talked through how to finish it. Also the whm is the new VPS optimised version which is an added bonus.

Now its very late and I must go to sleep with a big smile and dream about all the work I now have to do with site for the vps. lol

Well done and thanks for acknowledging the suggestion.

[jc8654]

Originally Posted by Rock

we'll keep all of our teams updated with the current server availability statuses..

One thing which I think will be very useful for this is in the new billing system. You're able to set stock levels so then you will be able to let staff know how many are available.