Worse than I thought: Trouble Tickets need fixing; So send another TT

[Quiky]

Well, I have sent in a few Trouble Tickets so far, and noticed a decline in speed.

First ticket:
Took 20 minutes to get a reply. That is good.
I sent a reply to it.
Took 1 hour to get a response.. ok, getting on the border of speedy and pain-in-the-arse.
So I sent a reply back to that. My last for that issue.
3 hours later, I get a reponse. Issue resolved.

Second ticket (123787):
Sent in at 8PM. Got a reply at 4AM.
Sent in my reply at 8AM yesterday. No response still.

Third ticket with new issue (123990):
Sent in at 1PM or so yesterday. No respnse yet.

So I decided to call the phone number listed in the banner above... 7PM today. Pressed 1 for tech support. And got your "Call volume too great, call back later" message.

Called back at 30 minute intervals and still recieve the same message.

Just sent in a TT saying my other TT has not been responded to, and I need this issue resolved, or at least some reponse soon.

FYI, I need the hosting primarily for Cisco classes I take. The classes don't wait for anyone.

[MarkHutch]

FYI, I need the hosting primarily for Cisco classes I take. The classes don't wait for anyone.

In the real world there are REAL problems that don't revolve around Cisco Classes. There are real world viruses and people that make their living off their web sites. What kind of problems are you trying to get resolved with your TT's? Sounds like you are taking up a bunch of tech folks time with a school project, while they are trying to keep everything running for the rest of us. I was in college once too, but HR is not a school project. Why not save the TT's for real problems???

[Quiky]

MarkHutch - By your definition, a "Real Problem" is even greater than not being able to access the control panel for your hosted site, or having problems connecting?

By your statement, you assume that I am asking some childish questions about the servers, scripts, or items related to the server.

If you went to college as you stated, then you would be sensible enough to know that Cisco classes are expensive. Therefore, us "students", do not want to waste even more money with incompetent hosts.

I could go on discussing issues for pages, but for the time being I will keep this short.

At the moment, despite current issues, HostRocket is doing a much better job than all the other hosts I was comparing them to (IE: Gisol, One and One, Lunar Pages, Futadnet), and their customer’s opinions. Currently, the only issue I feel is worth improving from HostRocket, is the customer support.

I understand that people who make a living off their sites have a high priority, but you will likely not loose tens of thousands of dollars if your site is inaccessible. That usually occurs over a period of weeks/months.

If you wish to continue this dispute, or wish to pursue another subject, start a new thread, and I will gladly debate with you.

On-Topic:
Anyone else have similar issues recently? I know there is a search button, however those search results display old comments with non-related issues.

[Winston]

Don't they still have the priority ticket? If it is real important you can use that, will probably get an immediate response...

[MarkHutch]

Quiky Sorry I offended you. It's just been a long week with the new virus slowing down all our email systems. Have a nice weekend.

[KLH]

Quiky what Cisco classes are you enrolled in? I am currently enrolled in the CCNA class. I do hope they get your site fixed and working.

And are your classes done online via netacad.net ?

[Viper007Bond]

Originally posted by Winston
Don't they still have the priority ticket? If it is real important you can use that, will probably get an immediate response...
He's sent one in already and didn't get a reply I believe. (He's a friend of mine.)

He can't access his control panel, FTP, mail admin, etc.

[Quiky]

KLH - cisco.netacad.net
I am enrolled in IT2 and I have another class starting monday. Not everything is done online though, they make us come in to do more of the hands-on work.

Viper007Bond - Do I know you? ;)


They just fixed the problems with the account, and now everything is set and working for now.

[Viper007Bond]

Ah, good to hear. Any idea what was up? Did you get charged for the priority TT if they didn't get back to you quickly (can't remember what happened with that one)?

[Tammy]

Originally posted by Quiky
Second ticket (123787):
Sent in at 8PM. Got a reply at 4AM.


You got a reply at 4 a.m.? Cool, somebody was working late.

[KLH]

Originally posted by Tammy
You got a reply at 4 a.m.? Cool, somebody was working late.

HR never shuts down. I do feel sorry for anyone who has to work at 4 AM, or work on holidays answering questions/support tickets/calls for any company.