More info, please!

[oldgit]

Probably like a few other EUK users, I'm slowly working my way up the hosting 'tree' having gone through several different company and package combinations until recently arriving at a Semi-Dedicated package with yourselves. I really must say that one of the principal strengths of your company is its support through the 'Live Chat', email and these forums.

I'm very impressed by the speed, friendliness and efficiency of your support crews with one minor excpetion. Would it be possible to give the customer some kind of feedback on the nature of the issue which has been resolved please? On several occasions, I have been given the basic response:

This should be fixed now. Virtuozzo Power Panel is working fine.

or similar and have been left wondering if the problem has, in some way, been caused by my own hand.

In my own case, this would be extremely helpful in developing a wider understanding of the technical side of server technology. I am, by profession, a Computer Studies teacher but my expertise in this area is not too well developed.

Please think this over - and keep up the good work.

[eUKhost.com]

Hi Alex,

Our staff members have been requested many times to give detailed response to customers, but they opt for shorter route when they have more tickets or chats to deal with.

I will communicate with our QA Manager and ask him to find out who all are giving such answers to tickets and we will take necessary steps to stop such "please check now" answers.

[DPS Computing]

Although I can understand what the OP is saying, I do also have sympathy for the support team.

When I'm in "technical" mode I often fix things fast and then move on to the next problem, just as the support team does. Sometimes, when the support team has fixed the problem they see this as the most important thing to do for you, and tell you it should be working so they can move on to the next person who has a problem with their server / their account is not working.

Maybe, if during peak times, these fast replies are given they could be followed up in non-peak times with a more detailed explaination of what the problem was?

We have all got to remember that the support team works very hard, is extremely efficient and deals with many many problems every single day.

I believe that their first priority should be to fix the problem and their second priority should be to explain it. I mean would you rather the problem take an extra hour to fix because the support team is writing a big long response on what the problem is? Wouldn't you rather have the web site hosting back online an hour earlier so you are not losing uptime as well as, if your a business, losing customers and money?

I know which one i'd pick .

[tonylees]

Originally Posted by DPS Computing

Although I can understand what the OP is saying, I do also have sympathy for the support team.

When I'm in "technical" mode I often fix things fast and then move on to the next problem, just as the support team does. Sometimes, when the support team has fixed the problem they see this as the most important thing to do for you, and tell you it should be working so they can move on to the next person who has a problem with their server / their account is not working.

Maybe, if during peak times, these fast replies are given they could be followed up in non-peak times with a more detailed explaination of what the problem was?

We have all got to remember that the support team works very hard, is extremely efficient and deals with many many problems every single day.

I believe that their first priority should be to fix the problem and their second priority should be to explain it. I mean would you rather the problem take an extra hour to fix because the support team is writing a big long response on what the problem is? Wouldn't you rather have the web site hosting back online an hour earlier so you are not losing uptime as well as, if your a business, losing customers and money?

I know which one i'd pick .

I have to agree, while I would like to know what the problem was the important part is getting everything running as it should be UNLESS it is something that I have done wrong so I don't do it again and waste more time for the support guys!

[DPS Computing]

Originally Posted by tonylees

I have to agree, while I would like to know what the problem was the important part is getting everything running as it should be UNLESS it is something that I have done wrong so I don't do it again and waste more time for the support guys!

Which I'm sure they would point out, if for nothing else to reduce their work load .

[Ben]

Originally Posted by DPS Computing

Which I'm sure they would point out, if for nothing else to reduce their work load .

Haha

I sometimes get the same type of responses in live chat; although I do appreciate an issue being fixed, some people wait quite a long time for a response and as Alex has stated they reply with a basic answer; in such case I think the support staff should explain the problem that occurred to give Customers reassurance over the integrity of the support session.

[nordicweather]

please check now

9 times of 10 I have get this answer and I totally agree with that fact, if they should give more specific answers (it should not be a long story, just what caused it) it should result in less load on them at the end, when we (users) can see if the reason for problem was on our end so we can correct it and not do the mistake again instead of get "try now"-aswers when we don't know what caused the problem and still sits with the problem in hand.

[eUKhost.com]

Originally Posted by nordicweather

9 times of 10 I have get this answer and I totally agree with that fact, if they should give more specific answers (it should not be a long story, just what caused it) it should result in less load on them at the end, when we (users) can see if the reason for problem was on our end so we can correct it and not do the mistake again instead of get "try now"-aswers when we don't know what caused the problem and still sits with the problem in hand.

Hi Henrik,

Our Management Team is aware of this problem and we have taken necessary steps to avoid such replies for trouble tickets.

If you get such response again in future then do let us know here.