VTWhite Service

[bhuffman]

What's going on with VTWhite? I know that ViaTalk was delisted with the Better Business Bureau, but it looks like there's at least an attempt to bring the service levels back for them (from the blog posting). However I've had questionable service from VTWhite from the beginning. I had hoped that it was increased load from SunRocket customers moving over, but now as I've heard multiple times that VTWhite is a separate company and in a completely separate building, I'm beginning to believe that there's no hope.

There have been days where I've tried all day to get someone on the phone in technical support. My emails go unanswered for months. I've got a friend that is trying to get through as I write this and has been on hold "first in line" for 4 HOURS!!!

I realize that I'm a small customer and the margin is very low, but I'm starting my own company and it's looking like I'm going to have to look elsewhere. I can't provide my clients with the type of service that is passed onto me.

Am I off base here? Will there be any attempt to improve VTWhite service? Is there any explanation at all?

[sbradshaw]

These are very good questions. I would like to see more of a commitment to their Private Label service myself. Tickets do not get answered without pushing for them, in my experience. Many of them I cancelled because they simply did not get responded to. Not good in that regard.

I would like to see a revamp of the CP to match both the look and features currently offered to direct VT customers. There is no reason why they cannot do this...and I have been told by Brendan that this would get done (I really hope they take the same care they took in how they made their own CP look). It's just slow going...slower than what I would like to see. I would also like to see more skins offered with more flexibility to distinguish one's own site. I find I can get people easily enough to my site, but the current design does not do enough to seal-the-deal IMO. VT did make a change at my request recently to the front-page. I do like what they decided to do, which was to add some features there to better draw people in. I think more can be done, though.

I also think VT should give the ability to resellers to tie their site to an affiliate program if they choose. All it would take is a button or link on the front webpage that points to your own affiliate site. Doesn't seem hard to do...but I have asked for this so much that I don't think it's going to happen (which really puzzles me...because it doesn't cost VT anything to do this...and can help increase sales which benefits them).

I'm starting to get concerned myself...and so I'm also asking the question if VT is going to really commit to this service. By commitment, I really mean to offer the support and forward movement of the service that needs to occur.