Quote:
Originally Posted by alexv
Hi everybody.
First off, I’d like to apologize for all the inconveniences you have guys have been having.
What it all comes down to is recently we changed from cPanel WHM control panel to Interworx control panel and it’s been the worst nightmare any host could imagine. There are endless problems on this platform. We will be moving back to cPanel within the next 2 months, but of course we are fixing the current problems. We should have these problems fixed within the next day or so.
|
None of that is my problem. I'm a paying customer, and I want to receive what I pay for. If you are having a problem, you should have emailed every single customer to explain the problem and let them know what you are doing about the problem.
We shouldn't have to complain and rant and rave to get some sort of explanation. It should have been given upfront. This poor quality of service is one of the main reasons I am looking for a new host.
Quote:
Also why it seems we have no phone support, when we do is because of the abundant of calls we are receiving lately due to the new control panel headaches. It’s been putting a hamper on our customer support while we try to minimize the issues. Our call center is 24/7. Our call center cannot handle technical related issues they need to pass it down to our technical guys. Customer support can handle web related issues but not at server level which is what’s happening at this point.
|
If you do not actually have phone tech support, then you need to change your automated message. When I called, the message told me to press 1 for tech support. I did not receive tech support. I received some poor clueless guy who had absolutely no idea what was going on. Also, he was totally on his own- there was no manager or supervisor available to talk to me. That's just a crappy working environment for an employee, when they don't even have a manager there to rely on for help when things get over their heads.
Quote:
|
I again apologize for all these problems and would like to keep you aboard. If you reach me via ICQ: 371085907 I will do my best to help getting you migrated to our new cluster of servers.
|
You're offering help now that I've publicly complained about all these problems? Why didn't I get an offer of help when the problems arose? No explanation, no help, not a word- until, that is, I made a public post about it. If you're so worried about public relations and the company's image, then you should build up a strong company in the first place. Then you wouldn't need to worry about public image, because there wouldn't be such major complaints.
Quote:
|
We’ve been growing pretty rapidly lately so that also contributes to our servers being hammered at the same time.
|
So what you're saying is, in order to "grow rapidly" (aka: get more customers and more money), you sacrificed attention and service to your existing customers. Gee, thanks.
If you couldn't handle the growth while being attentive to your existing customers, you should not have taken on new customers.