First of all, I have nothing but respect for the folks at Lunarpages. I have moved all my own accounts here, and since I launched my own web design biz last year, have signed up some new clients here as well. I'm a big fan... however...

I've had recent support problems .. for example, if I accidentally send a follow-up when the issue is urgent, I move my ticket to the back of the line. Or the response is not what I'm looking for, which means another support ticket (and waiting some more), etc.. 

As a reseller, I have clients who look to me when there is a problem with their site (or I need to make an urgent addition to their account)..  and lately my hands are tied. There is no way for Lunar to identify me (a user with 15 accounts, and possible growth) vs. the single-account end-user. My needs are more advanced than the regular user, and as such, it's frustrating to receive standard answers from the support team. And yes, I also use the reseller email address.

I know the team is doing a great job, but sometimes this just isn't enough for my needs. I've tried the dedicatedchat site, but in the last 4 days, have been disconnected every time. I had a major problem last month with ALL my accounts after Lunar set up a new client domain, and it took a whole week to finally have direct contact with a systems administrator. 

Is there some consideration given to this issue at all? We as resellers have a higher level of technical knowledge, and need to be able to deal directly with someone, or have access to separate level of support. Again, this isn't a complaint, but an important point that I need to convey. Thanks.

Hi.. I'm not one to complain.. and I didn't think I would provide the ticket... but I had to re-open the very same ticket. 

And it's now been three days (two days since I advised what the developer said would fix the problem on the server side)

 [5654-UDCN-4003] [b99b70fc]

As a reseller, I have needs beyond the standard user. My clients depend on me, and frankly, having to wait in the same email queue day after day isn't good enough. I have no way to fast track a problem.. even when I have already told Lunar how to fix the problem. And.. I have received no information on what caused a major problem two months ago.

Thanks for your involvement.

Happily the ticket was resolved (shortly after the frustrated post!). There was a change made on the server that impacted scripts.

I guess a dedicated server would allow complete control, but the reseller program really suits my needs. I'm not sure how many are in my situation.. an experienced web-designer expanding their breadth of service to include hosting (which has presented a learning curve!). I'm a huge fan of Lunarpages, and this business expansion works because of my knowledge of their service.

In a perfect world, a reseller would have a slightly higher priority... or a different phone number to call. Or.. (maybe easier to implement) our support tickets could be routed differently. I've received a few too many canned responses, when my issue needs specific  attention. I have tried to tailor my questions specifically, to avoid having to reply, then go back in the queue (even providing last 4 digits of credit card before being asked!).

Front-line support is a challenge, and I commend the staff, they do a great job, I would just like to see an increased level of reseller support. It will make it easier for me & the potential 10-20 Lunar accounts I will be managing.