One of the #1 reasons I joined LunarPages is because of the Dedicated Chat.  Whenever there is a problem with my server that needs to be fixed NOW, I have been able to get that wonderful customer service we've all come to love with LunarPages.

This past weekend I went through hell with Lunar and even today my server still is screwed up.  Main issue was we've been playing tag for 5 days on the fricken Support Ticket page.   If Dedicated Chat wasn't shut down, I could of had this all fixed within an hour on Friday.  Instead its now Tuesday, and my server still isn't right.

I'm very upset about the news of Dedicated Chat going away.   Am I alone on this? 

This isn't meant to bash LunarPages.  Reason for asking for votes on this is because I hope if enough people respond to this, LunarPages will realize how foolish it is to remove such a valuable resource that has put them above all others until now. 

It will be a huge disappointment if this really goes through.  Please reconsider taking livechat away! 

I would like to know the reasons for this.

Also - why were we not informed of this? - other than this post a user made in the forums?

 

When I go to dedicatedchat . com .. it just says:


I've been checking back .. refreshing for 3 days now. I'm sure I'm not alone ... what is going on here? 

I looked up the topic creator's original post and there were several instances where multiple replies were made by the user without a tech reply first. This causes the ticket to jump to the bottom of the queue and as a result delay a response from our technicians.

I didn't know about the queue resetting or I obviously wouldn't of been crying for help.   But maybe if Lunarpages would of picked up the phone this weekend instead of letting the answering machine go that says they open at 8am on Saturdays and Sundays, yet I was calling all hours of the day, I wouldn't of felt no choice but to reply to my own ticket.

And even now, because I don't have dedicated chat to use, some lunar tech went in to my server yet again to "FIX" things and now things are worse off than 5 minutes before they touched it tonight.   I can't get in via SSH, my permissions are shot, all my sites are saying:

Forbidden
You don't have permission to access / on this server.

Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request.


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I'm losing money here every second and risking my advertisers dropping me.  I've already had 1 advertiser retract their payment for this month.   And all of this could be handled in minutes if I had someone to actually talk to.  I call on the phone and they are friendly and everything but they tell me they will add a note to my Ticket and have an Admin look at it.  They can't help me.  WTF?!?!

My problems started Friday.  Lunarpages was suppose to take care of me FRIDAY!   We've been playing tag all weekend, Lunar apologizing to me for the delays and there inabilities to take care of certain things, and then now, tonight, when my server has been the closest to actually working properly, the tech that was put to "FIX" the last few issues is a frickin "Junior System Admin 1."  You'd think having such huge issues with my server, lunarpages would of put an Admin with some years of experience in their pocket.  Not a flipping JUNIOR System Admin 1.

This entire situation just gets more and more and more incredibly stupid, frustrating, and unbelievable.   For the sake of the company, I sure hope I'm a 1-in-a-million case here or Lunarpages is going to be without clients in under a year if this is the new age of Customer Service at Lunarpages.  I'm sure the forefather of lunarpages, Ron Riddle, would be appalled to know what his vision of "customer service" has fallen to.

I understand your pain with the "Junior Sys Admin" stuff as well. There is a place and time to train the juniors .. but it is not when a server is in an emergency state needing serious attention. Let the juniors do the upgrades, and low priority tickets etc .. but in an urgent emergency - it should be a senior, experienced sys admin fixing things up.

Is lunarpages having problems with their staff recently? Is there some sort of internal problem that we aren't being told about? All I'm seeing is juniors now .. ded chat is offline .. they aren't answering phones .. tickets are taking days to complete?

What is going on?

Not cool.

Hi,


Yes, this is the newest feature, which is supposed to improve the ticket system support until dedicatedchat gets back online. This will happen for sure.

As for the Junior sysadmins, they all were helping you in the dedicated chat where you didn't see their positions and as it appears they were able to be of assistance. The "Junior" does not mean that the person is studying servers management and troubleshooting.

Lunarpages have  a layered hierarchy in sysadmin team. All sysadmins working on the dedicated desk have a deep knowledge of operating systems and hosting control panels. Some of "Junior" techs have been working with the company for years. I am sure they will keep up their good work on the desk and you should have already noticed obvious reducing in the reply time from the desk.

Please ask if there are any additional questions or concerns.