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officexpboy
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« Reply #45 on: January 15, 2007, 07:01:18 PM » |
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Why not 24 X 7  [/b]
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To succeed in your mission, you must have single-minded devotion to your goal
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devilkin
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« Reply #46 on: January 15, 2007, 09:09:39 PM » |
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There's always the tradeoff between what clients would like (24x7) and what's feasable (in terms of salaries, people, ...) I have no idea where the majority of their customers is coming from - and I guess they might want to cater more to those first  But yes, 24x7 would be nice too  |
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TeamToucan
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« Reply #47 on: January 21, 2007, 06:36:22 PM » |
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Hours of operation are irrelevant. I was on hold for over an hour before I gave up...
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winter
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« Reply #48 on: January 30, 2007, 01:09:12 AM » |
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Why not 24 X 7 [/b] You want to know why? Cause they feel themselves on the market alone. Jeees, nobody offers webhosting, you know. Why bother with 24/7? |
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AlanS
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« Reply #49 on: January 30, 2007, 06:51:24 AM » |
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That's the thing about Lunarpages. We communicate with our customers. Chances are.. if you ask us for something.. you'll get it   lol 4am to 8pm (PST) Sounds good to me, so it gets my vote; 7 AM - 12 AM would be a bit bad in my opinion; That would leave staff getting in traffic jams in the morning with everyone trying to get to work, Same with the evening shift, with everyone trying to get home. So why not allow them to get to work / home before the others get out on the roads! :p |
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« Last Edit: January 30, 2007, 06:59:27 AM by AlanS »
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Kind Regards,
» Alan Stringer
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adibash
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« Reply #50 on: February 02, 2007, 12:02:03 AM » |
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To tell you the truth I'm not worried about the time I can call the support but the quality of support service provided. Previously I was waiting on the line (listening a good music  ) for 5-10 minutes before reply. But as soon as you've started "250 GB expansion" it's impossible for me to get in touch with support by phone at all! Last time my personal "achievement" was 55 minutes of waiting (and I gave it up). You know, when robot keeps telling you every time that "your call is important for us" it seems to be a bad joke for me... So I suggest you just increase the number of you service operators than play around these "call-in-hours" PS Yes and if someone could have a look on the ticket Ref : 9656-IKVB-4841 I would be really happy  |
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qaj
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« Reply #51 on: February 04, 2007, 07:04:43 AM » |
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I agree with the post just previous. Your support used to be peerless, but it seems growth has exceeded staff number and level of expertise. I was on hold for more than an hour yesterday, and then the level one tech gave me incorrect information. If you know you're going to get lots of calls on the weekend from people seeking guidance about the password/upgrade issue, you (lunarpages) need to staff up accordingly. The same tech told me "we don't really work a lot on the weekend," but the Internet does work around the clock...
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javachick
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« Reply #52 on: February 06, 2007, 11:52:18 AM » |
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I couldn't agree more with SOU610 who preferred a third option like 5 or 6am PST. One thing about working in Eastern time that got old real quick was trying to get an issued resolved with a vendor located in CA and having to wait until almost lunch for them to get in. 7 AM is 10 EST, by then somebody's fingernails are going to be chewed to the quick, ...  amen! How about 5am to midnight PST? |
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salsabrosa
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« Reply #53 on: February 14, 2007, 12:21:16 PM » |
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 4AM to 8PM seems ideal short of 24*7 support. Covers most of the US during business hours yet gives those of us that work on their sites before and after hours a chance as well. Changed my vote, I hope others that voted already see the new option. I completely agree. Im on the East Coast and that would still be a good range of time for all time zones in the US. |
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CrazyHarry
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« Reply #54 on: February 14, 2007, 02:41:47 PM » |
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Vote?
Why vote on this?
I've never actually spoken to a customer support rep when they are supposed to be open.
Been on hold a long long long time, but never actually spoke to someone.
Grrrrr
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Kaladar
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« Reply #55 on: February 18, 2007, 04:37:20 AM » |
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I tend to agree, I realize that there are always limits to what service can be provided or costs go up, I can work around your hours of service, just don't make me wait longer than 15 minutes, believe me after 15 minutes of waiting you don't want to talk to me anyways.  I do appreciate Lunarpages people, real people who really try to help |
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« Last Edit: February 18, 2007, 04:41:41 AM by Kaladar »
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RickJ
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« Reply #56 on: February 19, 2007, 03:57:20 PM » |
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I do love LP, have multiple sites with y'all...and rarely call tech support. Emailing and the forum usually do me wonderfully...
But for those rare times I need them, I'd love to see 24-7 phone support - as so many of the others are offering nowadays.
...and yes, add a few TS people to reduce hold time.
I'm not complaining, I'm just responding to the "bring it on" offer in the Orig. Post.
Keep up the great work, LP!
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Rick.
Trying to daydream, but my mind keeps wandering.
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sstfr3
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« Reply #57 on: February 20, 2007, 10:21:58 AM » |
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Hello,
When I signed up for an account I thought I was getting 24/7 phone technical support. I guess it is time to go shopping for a hosting provider with the BEST technical support.
InMotionHosting.com offers 24/7 toll-free phone technical support $7.95 per month.
Have a great day!
Richard
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« Last Edit: February 20, 2007, 11:04:35 AM by sstfr3 »
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Mitch
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« Reply #58 on: February 20, 2007, 10:45:38 AM » |
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I see this topic is kind of getting off course, so hopefully I can direct it back to the right conversation. This thread here is only talking about phone support. We do have a number of other support options out there such ask the help desk, E-mail and these forums here for things that support can not cover (such as help with third party scripts). We have folks working around the clock on the help desk - so no issue gets ignored with the clock hits the ol' quiting time at the Lunarpages main offices. Hope that helps clarify things some! |
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dineshSYD
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« Reply #59 on: February 20, 2007, 02:08:40 PM » |
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Being located in Australia, anything less than 24/7/365 is not satisfactory for me - and thesedays many others are providing round the clock support.
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Poll
