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Author Topic: Impossible to reach support!?  (Read 4337 times)

Offline Rorce

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Impossible to reach support!?
« on: May 31, 2012, 08:29:24 PM »
I submitted a ticket on Sunday, and have yet to get a response.  I called support at noon today, and after several minutes waiting on hold I opted for their "call back" feature.  They never did call back.  I'm am extremely frustrated, and am wondering if anyone else is having trouble contacting LP at the moment.

It's a good thing my site isn't down and me unable to contact them, or I would be switching hosts NOW!

Offline MrPhil

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Re: Impossible to reach support!?
« Reply #1 on: June 01, 2012, 06:31:01 AM »
If you submitted a ticket (either by email or by the ticket interface), you should have received an automated response acknowledging receipt and giving you your ticket number, within minutes. Did you receive that? After that, response time will vary with the problem load, the seriousness of your problem, and whether the matter needs to be kicked upstairs to the system admins or other specialists. Note that not all specialists are on duty 24x7, so there can be a delay in their attending to the matter.

I hear about these problems of customers being frustrated at lack of response, and wish that LP would do a better job of keeping customers informed as to the status of their ticket. If a problem has to be handed off to someone else and won't be attended to immediately, the customer should receive an email letting them know what's going on, and a realistic estimate of when the problem should be solved. A promise of when the next update will be, even if it's just the equivalent of "your call is important to us, please stay on the line" would go a long way to reassuring customers that LP is taking their problem seriously. I guess LP still has something to learn about customer service! There's no need to send an email every 5 minutes saying "we're working on it!", but customers shouldn't be left hanging.

Don't forget that telephone service is only during "normal business hours" in California. I don't know where you are when you called "at noon", but be sure you're aware of the day and time in California. Also don't forget to register an alternate email address, in case you can't be reached at your LP account email address.
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Offline Tom52

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Re: Impossible to reach support!?
« Reply #2 on: June 16, 2012, 09:03:39 PM »
I submitted a ticket on Sunday, and have yet to get a response.  I called support at noon today, and after several minutes waiting on hold I opted for their "call back" feature.  They never did call back.  I'm am extremely frustrated, and am wondering if anyone else is having trouble contacting LP at the moment.

It's a good thing my site isn't down and me unable to contact them, or I would be switching hosts NOW!
Did they call you yet?

 

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