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April 15, 2014, 11:16:07 PM

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Author Topic: The new helpdesk, the lack of dedicated chat, and nobody answering the phones!  (Read 2591 times)
Jaeger
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« on: July 15, 2007, 07:48:39 PM »

Here we go, I'll try and keep this simple as not to start a big war.  But I don't feel like I'm being heard elsewhere so I brought it here.

1.  Dedicated chat was the most redeeming quality of lunarpages hosting.  Without it I'm left to wait on the phone, or wait in front of my computer for an email reply. 

2.  The new helpdesk is crap.  The old one was not so good, but this one is worthless.  I have two dedicated boxes with lunar.  One windows, and one nix.  I cannot login to the helpdesk with either username.  I spent a whole two hours on the phone and they still couldn't resolve the problem.  The reason:  "It's new and we are working on the problem"  Again this leaves me waiting on hold, or sitting in front of the computer waiting for an Emaily reply.

3.  Nobody is answering the phones at lunar anymore!  I made numerous attempts over the last three days to contact dedicated support by phone.   Never do I get a live person.  It forwards directly to voice mail.  Today was the worst, no matter what division I tried to reach all I got was voice mail.  So sales, support, dedicated support, and shared hosting sales are all too busy? 

This just tops off a horrible turn with my lunar experience.  Last Monday Lunar terminated my shared hosting plan without warning.   The only reason I was given was that my site was using too much CPU power.  Fine... but no warning?  As a result my site was down for nearly a week.  Today I got the bill from lunar for my new dedicated box.  As has been my experience with billing they messed the bill up once again.  They didn't credit my dedicated box with the ten months of shared hosting I had left on the other plan.  Because I can't contact anyone by phone, and I can't use the helpdesk I'm left waiting for an Email reply.   I'm just waiting for them to shut down my nix box for non-payment... all because they can't get their billing right the first time.  (I've never had an invoice come right the first time from lunar)

Up until the last few months Lunar Pages was a great host.  I was happy all the time, and I have referred many friends here.  The support was excellent.  I never waited more than an hour for help.  But now it's getting out of hand.  I'm now paying almost $400.00 per month between the two servers.  I'll be needing a third in a short time.  Please tell me when Lunar is going to regain it's foothold on service?  Stable connections, and reliable uptime mean nothing without service.

So please for the love of God bring back the dedicated support chat.   Get your helpdesk in order, and above all get some people on the phones so I can talk to something besides a voice mailbox.

Your agitated but still loyal for now customer,

-Jaeger
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Lupine1647
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« Reply #1 on: July 15, 2007, 10:38:38 PM »

Hello,

Just wanted to clarify a few points since there seems to be a bit of confusion.

Concerning the help desk, your hosting account has never and to my knowledge will never be associated with your help desk account. If you remember the username for the help desk on the old system it will be the same on the new. If you can't remember, you can e-mail sales or support asking what your help desk username is and we'll gladly give it to you Smile When you send an e-mail to say dedicated@, sales@, or support@ it automatically creates a ticket or reply on our help desk.

Our phone/office support hours have also changed. Our local office is currently open from 6 Am to 8 PM PST Monday-Friday. Dedicated support is available 24/7 as it goes directly to one of our admins. If you aren't able to get through you can shoot a ticket over with your number and one of our admins will ring you up.

Dedicated chat will come back eventually, to my knowledge it will be offline for the time being until support has improved.

Let us know if you have any other questions and I'm sorry for any inconvenience this may have caused you.

[EDIT]Fixed a tad bit of info concerning dedicated phone support[/EDIT]
« Last Edit: July 15, 2007, 11:32:50 PM by RyanJ » Logged
Jaeger
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« Reply #2 on: July 16, 2007, 06:46:35 PM »

Hey Ryan,

Thanks for replying. 

About the new help desk.  It is associated with your account.  You don't use your username to login though.  You use your Email address.  And nothing worked for me. Smile  Still doesn't, even after more phone time tonight.

Remember:
Quote
I spent a whole two hours on the phone (with your tech support) and they still couldn't resolve the problem.

The trouble with responding to Email for service tickets is that you don't get a reply containing the whole conversation history.  Also duplicate tickets get made up if you are in touch with different people, or if the person you are working with doesn't reference the old ticket.  It gets very tricky.  And becomes the customer responsibility to keep support abreast to what's going on.  (I can show you many emails to this effect).

About Dedicated Chat.  It was the single greatest tool to a young "webmaster" and I can't wait for it's return.

Lastly,

I had to call Lunar three different times today to sort billing, and problems with new server email delivery.  All three times I got a live person, with only a couple minute hold.  So whatever happened the last week was much improved today.

Wish I had the names of the people who I spoke to today.  All three were great. Smile



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Lupine1647
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« Reply #3 on: July 16, 2007, 08:05:35 PM »

Glad to hear your support experience was a good one Smile

To login to the help desk you need to use your help desk username. If you don't know it (several don't because they just sent an e-mail in or just submitted a ticket without logging in) e-mail support@lunarpages.com asking for your help desk username. This will allow you to see all of your tickets (or if you see me in the online bar at the bottom of the forum, send me a PM and I'll let you know which e-mail address to send an e-mail in to get your help desk username to you as fast as possible).

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jediwatson
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« Reply #4 on: July 17, 2007, 02:25:22 PM »

I used to be a fan of Lunarpages, but this most recent experience has made me question their dedication to clients.

I have a dedicated server that, on Sunday, was the victim of a brute force attack. Lunarpages has taken my server completely offline and is now unable to get it back up--some sort of hardware failure, but I've no more info than that. So, they said they'll get a new server with the same specs as the old one and would put my old Hard drive on it so I could recover the data from it.

That was 30 hours ago, and I'm STILL waiting for my new server to get back up.  This server is running some semi-popular sites that get about 5000 uniques per day, so every day it's down, I'm losing income!

I'm appalled by the utter lack of clear communication.  In the situation of a server going down, I expect to have phone calls returned and support tickets responded to within at least a few hours.

Even Lunarpages' Knowledgbase (at https://support.lunarpages.com/knowledge_bases/article/360) says that "We can usually get a customer access to a new server within an hour"--we are at nearly 40 hours and counting.

*sigh*, what a frustrating disappointment...
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Jaeger
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« Reply #5 on: July 17, 2007, 03:37:08 PM »

It's true, the days of a response within an hour seem to have vanished.  I hope they can get it back because that's what made me love this place to begin with.
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Danielle
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« Reply #6 on: July 17, 2007, 03:51:34 PM »

Hi jediwatson,

I've asked a dedicated admin to look into the issue with your server. Please provide a ticket number if you have one open and post your phone number to call you in that ticket if you would like a call. The dedicated admin will reply here and via a ticket after reviewing what is happening with your account.

We apologize for the inconvenience.

Thanks.
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jediwatson
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« Reply #7 on: July 17, 2007, 03:57:53 PM »

I've asked a dedicated admin to look into the issue with your server. Please provide a ticket number if you have one open and post your phone number to call you in that ticket if you would like a call.

Ticket number 167317

I've already posted my phone number there twice. There's been no response in the last 6 1/2 hours on that ticket.
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Joshua Delsman
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« Reply #8 on: July 17, 2007, 08:21:55 PM »

Hello,

I am terribly sorry for the extended wait to get this issue resolved. I took this ticket as an escalated matter from one of our other technicians, and have completely migrated your server to new hardware for you.

I have requested a data center technician to give you a call to explain what's went on, and to help answer any of your questions and put some of your fears to rest about our support. We're completely committed to our customers, and I hope this information helps.

Please see the ticket I have replied to for more detailed information about this issue. Again, thank you for your patience and cooperation.
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Lunarpages Systems Administrator

For more support:
http://dedicated@lunarpages.com/
http://desk.lunarpages.com/
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