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February 08, 2012, 10:17:36 AM

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Author Topic: Unacceptable delay in getting answers from support  (Read 516 times)
MJS
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« on: June 27, 2009, 10:55:55 AM »
My website (www.forumcarvicais.com) was suspended 24 hours ago and still I don't have any kind of help from lunarpages support. Always the same response: any replay will send me to the bottom of the list. But the problem is that I'm at the bottom for 24h. I can't understand what kind of support if this. This was the last reply, three hours ago: Hello Rui, This requires an administrator's attention. Tickets are answered in the order they are received, providing they are not replied to. An admin will be contacting you regarding the ticket Soon. Thanks. -- Best Regards, Daniel McCall Lunarpages.
Soon??!?!?!?!?!? I'm still waiting....
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MrPhil
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« Reply #1 on: June 27, 2009, 12:47:56 PM »
If your account was suspended for problems that were harming other accounts, I understand that the ticket is kicked upstairs to a special server support desk (i.e., not the regular support group), and this takes longer to resolve. That's probably of little comfort to you, and from the number of complaints I've seen, LP could do a better job of keeping people informed as these problems are worked on (at least, a periodic report on progress and reassurance that you haven't been forgotten).

As for the reply problem, the way LP's support ticket system is set up is that any "out of order" reply from you (you reply twice in a row) kicks you to the back of the queue. The idea is to prevent irate or impatient customers from engaging in a bumping war to keep their ticket on top, but I think it's poorly implemented (they should go by the timestamp of your first reply to their last question -- subsequent replies shouldn't affect your place in line).
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MJS
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« Reply #2 on: June 27, 2009, 01:31:33 PM »
Well, like this they sure get irate and impatient customers. And the worst is that there's nothing I can do but wait.. Until... who knows???
In my country, with something like this, I would complain to everyone, including state agencies.. I have done so before, and believe me, I did get the answer
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MJS
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« Reply #3 on: June 28, 2009, 01:39:11 AM »
More than 36 hours. Almost two days without website, with everyone complaining... and no single answer from LP. What can I do? I've tried the phone but the support line works monday-friday. I can't send a message... to go to the bottom again. By now, I believe they forget about me. Can someone tell me what can I do?
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katrina1
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« Reply #4 on: June 28, 2009, 02:38:07 AM »
Sorry MJS. I took a look at it and replied with some help.
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MJS
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« Reply #5 on: June 28, 2009, 03:31:02 AM »
Quote from: katrina1 on June 28, 2009, 02:38:07 AM
Sorry MJS. I took a look at it and replied with some help.

Sure Katrina, but not the help I needed. So... still with website off. Still waiting
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katrina1
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« Reply #6 on: June 28, 2009, 04:37:34 AM »
The help required is far more than standard support. Did you get my PM?
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MJS
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« Reply #7 on: July 03, 2009, 06:26:44 AM »
here we go again... my site is again suspended...
I receive messages from the support, did what they told me to do, replied and now I don't get any message back. I don't have a ticket, not even an automatic reply. Something is not working with the way support handles requests.
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katrina1
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« Reply #8 on: July 03, 2009, 06:47:10 AM »
You can still login via https://hellen.lunarmania.com:2083. I emailed you earlier this morning via your current ticket 1484749. Please follow the instructions in that ticket. This is more that has occurred since the last time and a serious situation. We cannot discuss the account details here in an open forum.
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