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September 20, 2014, 12:01:22 AM

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Author Topic: Managed Hosting (dedicated plan)  (Read 33695 times)
Danielle
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« Reply #15 on: September 27, 2006, 09:51:03 PM »

Dedicated Chat should be always online unless there were a network issue affecting our network.  It is 24 hours a day, 7 days a week, 365 days a year live support for dedicated at http://dedicated@lunarpages.com/ so there isn't supposed to be any time it is not online...
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Blink
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« Reply #16 on: December 01, 2006, 03:33:50 PM »

I signed up in late August for a dedicated account. There have been some bumps in the road like a support person taking our server out (they meant to be helpful but simply made a mistake), losing my stats, nameservers set incorrectly, etc. In the first month or two, Dedicated Chat was a real lifesaver and most of the support staff was very courteous and knowledgeable. The day the server went down I lucked out when I finally got a senior support person who solved it quickly (where the junior support staff left me hanging for hours).

But the honeymoon ended in October. Now wait times in dedicated chat are 50/50. Fifty per cent of the time I get through, the other 50 percent the chat window asks you to send an email. Response to email is usually overnight. The quality of support has also gone downhill and the quality of support is totally different from one person to the next. Some leave you hanging for ten to twenty minutes after starting to help (I assume they are off chatting with someone else) but you have no idea if they are there or not. And instead of explaining what happened when the return, I have received terse replies or I'm simply ignored. I have also received advice that is 180 degrees different from one chat to the next -- and recently in the SAME support chat. The latest twist is the addition of overseas support from India. At first I thought this was great -- now I don't have to wait. But my experience so far has been poor. I get reassurances like "Don't worry. It's not a problem" instead of answers to specific questions. There is no way to contact a supervisor and I have tried calling support directly but you can wait hours for someone to talk to physically.

I know this sounds like I'm complaining, and I suppose I am because it seemed so good in the beginning -- but if I compare LP to other ISPs I've tried I still rate LunarPages higher. That's the sad state of affairs in hosting these days.

Caveat Emptor.
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Danielle
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« Reply #17 on: December 01, 2006, 07:25:40 PM »

Hi Blink,

Could you please PM me the name used in your dedicated live support sessions or email address used so we can review your history and which administrators handled it.

Quote from: Blink
The latest twist is the addition of overseas support from India.

Next, we do not use overseas support from India if the comment is meant to indicate outsourcing our support.  We do have 3 staff who live in India.  We've had 3-5 staff who live in India for the past 2 or more years for Lunarpages administrative department, so this is nothing new.  We also have administrators in Russia, in Canada, in the United Kingdom, in Australia and so on.  I live in Iowa (even though Lunarpages is based in Los Angeles and Las Vegas for datacenters).

All our staff, remote and in-house, are part of Lunarpages.  We do not outsource our support to other countries.  All administrators in dedicated chat are also system administrators in the system administration team, so they are the people who work on escalation issues and dedicated ticket issues.

While it is understandable if you are upset about any issues in dedicated live support, we do want to keep the record straight for who staffs dedicated support.

We appreciate any information you can provide via PM so we can review your support history in dedicated live support and discuss any issues with the appropriate admins involved.

Have a Blessed Weekend
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daoduchung304
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« Reply #18 on: April 13, 2012, 04:52:12 PM »

thanks all for sharing !!!
« Last Edit: June 07, 2012, 05:03:43 AM by Hush » Logged
norrowsfan
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« Reply #19 on: February 04, 2013, 06:40:35 AM »

Thanks useful stuff.

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