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jailaxmi
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« Reply #90 on: May 16, 2007, 11:55:58 AM » |
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I voted for the earliest because I am on the East Coast too.
But really, what matters is that you guys answer the phone. I waited forever on the phone with an urgent issue 2 days ago, and then decided to open a ticket, thinking it would be quicker. I got a slow reply and then one of my messages bounced back. So basically I am still waiting for it to be resolved...
jailaxmi
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itsfu3forum
Trekkie
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« Reply #91 on: May 18, 2007, 04:28:29 PM » |
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Shouldn't they be 24/7 like everyone else?  |
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itsfu3forum
Trekkie
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« Reply #92 on: May 18, 2007, 04:30:07 PM » |
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I voted for the earliest because I am on the East Coast too.
But really, what matters is that you guys answer the phone. I waited forever on the phone with an urgent issue 2 days ago, and then decided to open a ticket, thinking it would be quicker. I got a slow reply and then one of my messages bounced back. So basically I am still waiting for it to be resolved...
jailaxmi
Yeah, what happened to the 15 minute reply time? I asked a question today and it took all day to get a reply. I still have time on my 30 days...... |
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Lupine1647
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« Reply #93 on: May 18, 2007, 04:54:03 PM » |
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Hello,
The 15 minute reply time on our help desk is for sales questions only. On our support desk, a normal response time to a question is within 4 hours. Sometimes responses can take longer if there is a large number of tickets on the support desk at the time.
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support-fuele3
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« Reply #94 on: June 09, 2007, 05:36:59 PM » |
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4 hours?! I remember LP support answering within a few minutes then, months later, It became like now, maybe 30 minutes. At that time, the explanation was "getting a new phone system to handle more people and more calls" (do you remember that?). After that, I thought it got better again but, now?! back to 20-30 minutes?! and, the tech. people are "off-site" so you cannot talk to them at all !
Support needs to be 24/7 or "99.9% uptime" will be misleading if not totally meaningless.
If one server goes down or one entry in a table gets mangled, and a site or sites go off-line,
the fact that the "other" servers/sites were still up does not matter.
If someone is there 24/7 to answer the phone, to respond, to get it back up in minutes, "no problem"
"tomorrow" or "Monday" not acceptable. Service is as important as all those gigabytes you are proud of.
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kandra
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« Reply #95 on: June 10, 2007, 03:25:59 AM » |
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When does this poll close?
Btw, I also would hope for 24/7 support...I had a friend who was deciding between Lunar and another host and the deciding factor for him was the 24/7 phone support of the other host. In his words.."If I'm having a problem at 3 a.m. I want to call support NOW!
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support-fuele3
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« Reply #96 on: June 10, 2007, 07:03:21 PM » |
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I just want to amend my last sentence from "Service is as important as all those gigabytes you are proud of." to "Service is as important as all those gigabytes we are all proud of." I am as pleased as anyone the way Lunar pages keeps up with the competition in storage and bandwidth and add-on-domains, etc. ... and makes sure everyone already "on board" benefits from the expanded services also. However, one of those services is phone support and 24/7/365 is what it takes - without being kept on hold for more than a few minutes.
You invested in a new phone system to handle the increased load that comes with increased popularity and success - don't abort. You were on the right track.
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rellis32
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« Reply #97 on: June 17, 2007, 08:36:05 AM » |
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It would be nice if you would answer the phone for the current stated time.... I signed up on Friday. I had ftp access to my account for all of about 4 hrs. So I waited until yesterday at around 11:00 cst, called, got a message saying that customer support was available on Saturdays from 8 am to 5 pm pst. Well I thought, I must have my times mixed up. So I waited another hour, called again. Same message. This went on all day....no one answered the phone. I must say, I have not been impressed by what I am seeing here. I thought my search for a host was over, I guess the journey will continue.
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Adi D
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« Reply #98 on: June 17, 2007, 08:51:58 AM » |
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Our phone support is not available over the weekends any longer. The website has not been updated just yet but I'm sure someone is on it. You can still reach support from Monday - Friday. Sorry if this causes any inconveniences for any of you.  |
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Poll
