I've stated before that Dathorn's support had an "attitude" problem. Others have mentioned this as well.

I'm glad to say that for the past two months that I've submitted trouble tickets, I no longer see an "attitude" problem. Support has become friendly and quite helpful. Also, as always, support responses have been quick.

Good job to Dathorn for improving their support. Hopefully this continues.

They can still improve upon their support if they simply updated their archaic trouble ticket system. If they did this, their support would come close to perfection.

Everyone has their off time times including Dathorn, HTTPme and so on, that makes life more interesting in my view!

I've only had to submit a couple of support tickets so far (only been with them for about a month). I was fairly satisfied with the responses and the action taken.

If we didn't all "hiccup" every once in a while, we'd probably explode... :emlaugh:

Good job, Dathorn. And kudos to you, ChowSumDung, for coming back to post on the improvement. :agree:

Vito

I dont think Andrew's attitude was ever "bad" I think he is just a very straight to the point person. He wont say "Derrick how are you doing today, i am sorry you had a problem. Boy it is cold out today blah blah."

He answers the question, fixes the problem and gets back to business.

Derrick

Originally posted by Derrick
I dont think Andrew's attitude was ever "bad" I think he is just a very straight to the point person. He wont say "Derrick how are you doing today, i am sorry you had a problem. Boy it is cold out today blah blah."

He answers the question, fixes the problem and gets back to business.

Derrick

As a good business-man should :)

Heh, when I saw this topic I was just wondering what I did this time ;)

Anyways, today also marks a new point in our support as our new staff just started their first day on the job. Although I'm still doing some training, our goal is to have a real reply to all tickets within 15 minutes and to broaden our scope of support to be more "newbie" friendly.

Originally posted by vito
If we didn't all "hiccup" every once in a while, we'd probably explode... :emlaugh:


My Special vote to Vito

Regards

Good to hear that Andrew listens to people's feedback :agree:

Well, I've always liked Andrew's "shortness" etc. IMO, in this game, you need to be straight with folks and no messing around. However, a little polish wouldn't hurt either. :D

I hate to ruin the party, but not everyone has the same good experience as some of you...

http://www.webhostingtalk.com/showthread.php?s=&threadid=255221&perpage=15&highlight=dathorn&pagenumber=1

dathorn is going to be unstoppable.

A force to be reckoned with!

hi all, i just wanted to step in i sent andrew a pre sales question email and he answered in less than 15 minutes, and was very friendly and straightforward. kudos.

Originally posted by ChowSumDung
They can still improve upon their support if they simply updated their archaic trouble ticket system. If they did this, their support would come close to perfection. [/B]

Personally, I love dathorn's control panel. Yea it may not be all appealing to the eye like most helpdesk system, but it gets the job done.

I admin, when I first signed on the support team wasn't all that friendly. As for andrew, i have lots of respect for him. he gets straight to the point w/o all the BS.

It's good to hear that the attitude that some were complaining about is improving. If that's the case, you're on the right track Andrew!

Cheers!

Originally posted by kubicle
Personally, I love dathorn's control panel. Yea it may not be all appealing to the eye like most helpdesk system, but it gets the job done.

It's not about eye candy. It's about functionality.

I have 3 accounts on Dathorn, and the fact that I have to use 3 different helpdesk logins to request support on 3 different accounts becomes extremely tedious. The email notifications from the helpdesk don't even tell me which particular issue was responded to. Also, Dathorn doesn't provide direct email support. You have to use their clunky helpdesk.

If you have one account there at Dathorn, it's fine. However, if you have multiple accounts and are hosting many customers, support requests become tiresome. This is actually why I don't plan on activating more accounts there. Imagine if I had 6 accounts, and I need support for 6 separate issues on these 6 different accounts! I'd have to log-in and out 6 different times! They should completely re-do their helpdesk, but unfortunately, I don't think it's on their to-do list.

As for Dathorn's attitude, it seems to be completely ok now. I don't think I've received a 'rude' response since December 2003.

oh i see, i didnt realize that. I totally forgot about those w/ multiple accounts. I just have one account so I never had a problem. Did you see if andrew had something catered to those with multiple accounts?

Support response time: A+
Andrew's know-how: A
Other Dathorn technicians know-how: C-
Professionalism/Customer Service attitude: D
Value: A+

I understand why Andrew's curt with replies- I, too, would be very busy if I micro-managed a business. On the other hand, with the incompetency of those working around him I might feel the need to micro-manage as well.

Problem here is: the customers shouldn't suffer because of this.

It seems to me that Dathorn's greatest fault is the micro-managing of Andrew. He's a very knowledgeable businessman, but I believe he would be better off to hire/train better technicians (so that he wouldn't feel the need to interject in EVERY support ticket). On this same point, it's been my experience that most of the other technicians working the tickets don't know their head from a hole in the ground.

I've done technical support before, and I know what it's like to deal with "idiots" and "clueless users", but what seperates the winners from the losers (as far as customer service goes), are the technicians who treat all the customers the same and make them all feel welcome. The secret to successful tech support is employing technicians who can quickly and accurately fix issues while being cordial. It seems that Dathorn's current system is for the underlings to confuse the customer and run them in circles long enough for Andrew to make his way to the ticket.

No, you don't have to go out of your way and ask how their day is going, or how the wife is, but common curtesy and respect goes a long ways.....there's always just a little bit of ice to Andrew's replies.

I'm currently assisting a friend with their Dathorn account, and after 2 months or so I'm still undecided as to whether or not I'll pursue an account with them. Great value, but I really abhor the condescending and unprofessional attitudes.

Overall I give a B/B-.

Before I decided to try Dathorn, I read the threads about Andrew's attitude.

Over the last week, I received emails from his billing service about problems charging my credit card for month of May. My expiration date expired and so I resonded to HIS emails three different times giving my new expiration date.

finally I sent a copy of the email response to Andrew with the new expiration date three days ago. In a snippy way, he responded that I needed to send a trouble ticket. Instead, I entered the billing panel and updated the expiration date this morning.

Then, a few minutes ago I get emails saying my account is suspended. (after I entered the new expiration date)

So....bye bye. Not a good way to treat a customer, in my opinion.

yes i recently left because I had a few questions regarding something in cpanel. They're using cpskins so there were a few things missing under "mail blocking" or whatever that feature is called. I sent in a trouble ticket with a link to the screenshot on cpanel's website showing that there's this on line thats missing. they (tech support and andrew) told me that's how it was. i let it go after realizing they werent going to address it.

I've moved on and now I'm using rvskins!!! soooooooooo nice.

Originally posted by kubicle
yes i recently left because I had a few questions regarding something in cpanel. They're using cpskins so there were a few things missing under "mail blocking" or whatever that feature is called. I sent in a trouble ticket with a link to the screenshot on cpanel's website showing that there's this on line thats missing. they (tech support and andrew) told me that's how it was. i let it go after realizing they werent going to address it.

I've moved on and now I'm using rvskins!!! soooooooooo nice.

As we do not develop the CPskins.com themes, we have no control over them. I'm sure the regular cPanel themes include everything necessary if absolutely needed but I suppose it really doesn't matter now. We also don't run the absolute latest versions of cPanel, for good reason if you are familiar with the software at all, so not all new features will just appear as soon as they are released.

Originally posted by kubicle
yes i recently left because I had a few questions regarding something in cpanel. They're using cpskins so there were a few things missing under "mail blocking" or whatever that feature is called. I sent in a trouble ticket with a link to the screenshot on cpanel's website showing that there's this on line thats missing. they (tech support and andrew) told me that's how it was. i let it go after realizing they werent going to address it.


That looks very much like you're using the wrong language with the simskins theme. Unless you use the languages supplied with the theme (marked in WHM as EnglishCP, SpanishCP, etc if symlinked up as per guidelines) you will find that there are some lines of text missing throughout the theme.

I suspect you have an account set to use simskins theme along with the default 'english' language... swap it to EnglishCP and the missing text will appear.

Originally posted by Jim_UK
That looks very much like you're using the wrong language with the simskins theme. Unless you use the languages supplied with the theme (marked in WHM as EnglishCP, SpanishCP, etc if symlinked up as per guidelines) you will find that there are some lines of text missing throughout the theme.

I suspect you have an account set to use simskins theme along with the default 'english' language... swap it to EnglishCP and the missing text will appear.

That could be it as well, the correct English language file is CPSkins-English on our servers.

Though I kind of doubt it as you would have had far more problems if the language file wasn't selected (a lot more text missing).

Originally posted by vito
If we didn't all "hiccup" every once in a while, we'd probably explode... :emlaugh:

Vito

This is so very true lol:D ;)

We had a similiar issue with CPanel, and our response was:

The cPanel theme will be updated in due time, right now it's just not at the top of our list and we're waiting for other updates to occur before we even bother.

In other words, go screw ourselves. You're not important.

Now if they'd said, "We're sorry, that's a confirmed bug with CPanel, and due to the complexity of upgrading CPanel we can't allocate the resources to do that at this time. Rest assured that it's on our to-do list, and we'll get to it as soon as we can. Once again we aplogize for the inconvience!"

Of course, a good host would also add, "How about a discount of 1/2 rate this month to make up for it?"

I like how they treat CPanel as a 3rd-party addition that we should consider a bonus, and not as an integral part of our hosting package.

I like how they treat CPanel as a 3rd-party addition that we should consider a bonus, and not as an integral part of our hosting package.

Thank You, thats exactly how I feel. I couldnt get "Email Filters" to work correctly so I was getting bombarded with spam. Yea I could've used x2 or whatever it was, but then it didnt look fancy like the cpskins. Clients didnt like x2 either and moved off to find someone who had rvskins or where they could actually use their control panel to do what it's supposed to do. Why even offer cpskins knowing that it's not 100% compatible with cpanel?

I realized cpanel has bugs and you wouldnt want to run the latest and greatest version for this reason, but isnt the control panel an integral part of a web hosting service?

It's like I'm going to buy a car, but the wipers dont work that well?! Oh, we'll look into it but for now it does go half way up your window (use your hand for the other half).