Totally unfair

Posted by Tricia in Tuesday, July 31st 2007   

I’m so ticked right now!

I have a few support tickets with a company that I do work for. You wait and wait for answers and in some cases almost as soon as they answer, less than 24 hours later they close the ticket. They don’t even give you time to reply.

I had a ticket open. Waited five days for a reply. Apparently the ticket was replied to at about 5:30 pm yesterday and then since I hadn’t supplied any more answers it was closed at 1:30 pm today.

I’d been checking every day for an answer. I just hadn’t happened to have checked between the time they answered and closed the ticket.

That’s totally unfair!

So now I’ve had to open yet another new ticket. How efficient. Wait in line to wait in line.

Topics: Blogging, Web and Technology
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5 users responded to this post

mygif
Owen (13 comments.) said in August 1st, 2007 at 3:07 am    

That’s a shame. I’ve been on the same end of tickets as you have and it just sucks to keep having to check all the time. There have been some good experiences too. My hosting provider responds to tickets within minutes, and this makes other organisations look really bad.

My only advice is to keep complaining about them. If management get wind of it they might put measures in place to make their system more efficient (like hiring more staff). Don’t be afraid to name and shame ..

mygif
Tricia (406 comments.) said in August 1st, 2007 at 3:48 am    

Owen it’s not a hosting company’s support that I’m complaining about (for a change!). It’s one of the PAID blogging companies … one that I think you do some work with too. (my first paragraph said it was a company I do work for - I wasn’t clear, sorry)

I don’t usually get upset with support - a situation yes, but support no since it’s usually just someone doing their job and they aren’t the one that caused whatever the problem is/was. In this case though I was asking a question, waited five days for an answer and when they finally answered they closed the ticket in less than 24 hours because I hadn’t responded to their questions! Plus it was one of the top people in the company that answered so yeah it kind of made me mad.

Maybe my favorite support person will answer my question this time round in the new ticket I had to make just to reply to the one that was closed. grrrr

Wait yes I guess I do have a bit of a grudge against support after what happened last week with my former web hosting company but in general I don’t.

BTW did you have any more ideas on my weird domain inside /directory blog address problem? It’s happening on half the /directory blogs, but not all of them. I wonder if there’s something messed up in their MySQL? Very strange problem.

mygif
Owen (13 comments.) said in August 1st, 2007 at 4:22 am    

@Tricia: Yeah, I realise it’s not a hosting company issue you were talking about. It’s just that my hosting company have impressed me so much that they have become the yardstick by which I measure others. Just be as vocal as you can about it, complain on your blog, on boards, get other people to bog about you and one day, the company that’s giving you problems will get the message and show some real customer love

Re the blog thing, sorry .. i think it’s a unix/htaccessy/apachey thingy, but that’s not my area of expertise.

mygif
Matthias Köbrich (3 comments.) said in August 1st, 2007 at 5:26 am    

which paid blogging company do you mean? i opened about 4 tickets at ppp since i´ve started paid blogging and since then everything went well. i takes a while for them to answer but they never closed a ticket too early. i don´t know how this is with other paid blogging companies but so far ppp seems to be ok. i´d really be interested in the name of the company. please let me know. i consider this unefficient and a bit unfair too. i think it´s ok to close a ticket after 3 or 4 days with no reply but 1 day is a bit short… what if you had a hard day at work and just didn´t have time to check your tickets. anyway…we´re getting money from it :)

mygif
beth (3 comments.) said in August 1st, 2007 at 3:35 pm    

I’ve had that same problem with one of the paid posts companies that may be the one you are talking with. I lost the commission on one of my posts over it and it really made me mad.

I just started with them recently and they have a good reputation. I did get an apology. They said they’ve grown so fast they are having a hard time keeping up. I noticed they had an advertisement on their blog for help. Maybe they are trying to fix it.

I’m still mad, but I’m going to hang in. If I lose another commission I’ll be moving on. That’s just too much work for too little money, especially when you end up getting $0 for it.

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