I've read numerous messages on this forum about MatrixReseller, some of them were very lively. A couple were about slow support response times during off hours like night or weekends.

I'm searching for a new host so I posted two questions, one to sales and one to tech support. The messages were sent at 9:20pm (Mountain Time) and I received a reply to both messages in five minutes. That is exceptional considering my current host has taken days to reply to a question.



<<< Signatures need to be set up in your profile. >>>

12-24 hours is an acceptable rate of response from me.

You might wanted to send more emails in a various time. Plus, don't forget to send flame email just to check how professional their support staff is :D

Originally posted by ozzie123
Plus, don't forget to send flame email just to check how professional their support staff is :D

Riiight. Don't forget to 'flame' them. :rolleyes:

I've never understood sales enquiries going through the support helpdesk. Oh well. :)

LOL, pre-sales question always goes through contact form (not helpdesk).

Flaming might be the fun part you know :D. If they have a toll-free phone support, you might use it as well. I've done it once with Paysystems and well... I'm with them now (you can tell right?)

If I can, I'd rather ask a pre-sale tech question to someone who might actually know what I'm talking about rather than have a sales person ask tech support for me. Usually something gets lost in the translation.

Why flame them?

If i ever picked up an email from a non-customer, flaming me, or my company, for no reason, there's 2 things i'd do;

One: check box next to the email
Two: click send to trash

There's a little thing called common courtesy ;)

Edit: I'd probably also report you for spam.

The way you handle flame email will show you how corteous and how professional you are :-). It's up to you if you wanted to delete the email or report it for a spam.

Sure thing is, every professional (hosting) company will reply the emails sent to them even if the email only contains flame about their company.

Originally posted by ozzie123
The way you handle flame email will show you how corteous and how professional you are :-). It's up to you if you wanted to delete the email or report it for a spam.

Sure thing is, every professional (hosting) company will reply the emails sent to them even if the email only contains flame about their company.
What a ridiculous notion, you have obviously not had much business experience.

Now remember, we're talking about a person who is not a client of the company, has never been so, and frankly, if they are sending random "flames" for no reason, they probably don't have much intention to be a customer, as the respect for the company has already been shown as null and void.

Let's take into account again, that the sender of the email has no reason to send the email, and therefore would be either lying about a problem, which would cause the staff undue worry. Or, alternatively, the sender of the email would be just mindlessly abusive.

So, taking your theory into account, i presume you'd class myself as unprofessional for not allowing my staff to take undue abuse?

I don't know what kind of business you think web hosting is, but it certainly is not a business that should be pigeon holed as an "easy target" for abuse

As I've post, the 'true' intention of the email (which probably contains flame) is to check the targeted company's service level and professionalism. It's ridicilous that your company doesn't have a pre-sale email support.

Plus, I've been 3 years in business (well, not hosting really).

I'm sorry if you got offended somehow. The main point is, you shouldn't be offended if you are a professional because that's what a professional do.

Originally posted by ozzie123
As I've post, the 'true' intention of the email (which probably contains flame) is to check the targeted company's service level and professionalism. It's ridicilous that your company doesn't have a pre-sale email support.

Plus, I've been 3 years in business (well, not hosting really).

I'm sorry if you got offended somehow. The main point is, you shouldn't be offended if you are a professional because that's what a professional do.
There's a huge difference between pre-sales and abuse, your suggestion was abuse.

Here's a wacky thought;
If you wish to know the service level and/or professionalism of the company you are dealing with, ask them questions related to..... hosting!

Ground breaking idea, don't you think?

I'll presume the statement of "it's ridiculous that your company doesn't offer pre-sales email" was just general and not directed at me.

You didn't offend me, your intention/suggestion of harassing a fellow web hosting company for no reason offended me.

IHSL, please read my post.
READ IT THOROUGHLY.

I'm not suggesting flaming from no where. You completely don't get the point.

Read your own post too. Do I need to quote it from you? Here it is: So, taking your theory into account, i presume you'd class myself as unprofessional for not allowing my staff to take undue abuse?

So you feel offended about being unprofessional at the first post and then about harassing someone or something in the next post. And you called your self have a courtesy?

Weird indeed....:rolleyes:

PS: Please do not go off topic. We are reviewing about MatrixReseller here.

Originally posted by ozzie123
IHSL, please read my post.
READ IT THOROUGHLY.

I'm not suggesting flaming from no where. You completely don't get the point.

Read your own post too. Do I need to quote it from you? Here it is: So, taking your theory into account, i presume you'd class myself as unprofessional for not allowing my staff to take undue abuse?

So you feel offended about being unprofessional not about harassing someone or something. And you called your self have a courtesy?

Weird indeed....:rolleyes:

PS: Please do not go off topic. We are reviewing about MatrixReseller here.
It's a lot of things buddy, but it's not weird.

I don't think Vortech would appreciate you telling a potential client of his to send them "flames" via email with no rhyme nor reason.

You're the second guy in two days to start something like this, and it's becoming all too familiar on WHT for a user to make a ridiculous quote, and then try reversing it on to someone else.

Quote? What quote? It's your quote anyway.

And as you say, yes it is common these days in WHT for someone to start a war (guess who ;) )

Not sure where the flame stuff came from I was lost after the first post.. :)

All I have to say is if my techs did this:
The messages were sent at 9:20pm (Mountain Time) and I received a reply to both messages in five minutes. That is exceptional considering my current host has taken days to reply to a question.
I am happy.. ;) We like fast support, and yes we send all sales to our support desk.. Here is why, if you can work in support with us you kind of know all the plans, what comes in them so why can't you answer a sales ticket.. :)

Since we have 24/7 with Unix and windows techs, ticket, phone and live chat support why not let the support guys help out sales.. :)

gbcactus, thanks for the nice words, I think they were nice any way, not sure where the flame stuff came from.. LoL

Great Job Vortech :)

gbcactus: write another review after a month or two :)

Thanks ozzie123.. :)

You need to be sure to look into how thorough the response is in addition to how fast they responded. Companies have a huge interest in responding to pre-sales questions as immediately as possible... but as soon as you sign up with them you are no longer "pre-sales". Also, some companies (and from my experience with Vortech, I would include them in this batch) want to be able to say they have a great response time so they put more effort into responding quickly rather than responding thoroughly. I say I include Vortech in this group because I found that on multiple occasions if more than one question was asked in a given support request, only the first one was answered (the others were ignored) and usually with an answer that did not result in resolution... it would take numerous back-and-forth exchanges to actually resolve the issue. I'm sure this experience isn't across the board for them... and I think they have different techs sine I hosted with them... but it does make one wonder what training/policy the company is enforcing with their tech team.

And that is a really interesting idea, ozzie... it is VERY important to be able to judge how professional a potential business partner is but I'm not sure flaming is the most professional way to judge that. I would agree with you 100%, though... a professional would respond to ANY message, whether considered a flame or not, with respect... there are even professional ways to tell a person that they should probably look elsewhere for service. It's your choice if you don't want to answer people professionally (even unprofessional people), but then you can't turn around and complain that people call you "unprofessional".

They are really just as fast with hosting support tickets...And they just made some VERY nice improvements to their plans!!!