I make a motion we change this forum from WebHostingTalk to Burstnet support forums. I'll even chip in for a new domain name.

No offense to all the folks that think they should post here when Burst doesn't answer the phone on the 3rd ring, but don't you have anything better to do?

I'll take a look to see if there are a bunch of these posts, we didn't get a single report on this so...

If I find supprot threads I'll toss 'em.

I agree this should not be for burstnet support but if they are having problems with burst.net i do feel they should post about it.

we dont want ppl to think that this is a burst free zone.

maybe burst needs to setup some support forums?

<<< I agree this should not be for burstnet support but if they are having problems with burst.net i do feel they should post about it. >>>

Same here....I do feel that this should not be a multipleimage.com support forum, but if people are having problems with multipleimage.com I do feel they should post about it.


<< maybe burst needs to setup some support forums? >>

Maybe you should research this before you open your mouth...
BurstNET has a support forum...

...as well as a full email based ticket system (very advanced for a hosting company backend actually, as it fully integrates all company email addresses...and is the basis for NOCSoft ticket system implementation), as well as AIM, ICQ, Java Chat, Toll-Free 800#, AND a physical address besides our home (seems rare for many hosts around here these days...), etc...


Sean R.
BurstNET

they should complain about any company.

dont be so defensive all the time..its not becoming.

i remember reading a post here that said you dont have any support forums where other customers can respond...

i remember that as a grip from one of your clients..or former client now

Regardless, not your place as a competitor to criticize us...
Your post would not have bothered me what-so-ever, if it had not come from a competitor.

Sean R.
BurstNET

I was not critizing you. If anything I was defending you.

I could have said a lot of other things too...

People have to realize that there is a fine line between a complaint posted, and a support thread. For one, while we ask people not to post support threads, we do allow them to post complaints, and I think it is fair to allow hosts the opportunity to respond/address any complaint posted on the forum. When this was a smaller board, it seemed to be the most logical, and nice thing to have happen.

I know people don't like the support threads, as we don't like them either, but it is sometimes difficult to nail down the support threads. Other than the poeple who post extremely obvious and temporary problems (my site is down), threads become grey quickly when:

The person posts a complaint and the host addresses it (site was down, no it wasn't, etc.). This can often lead to a discussion up and back. It seems the hosts seem to get the ball rolling but the thread starters are partly to blame from this happening, and partly just trying to get a resolution to their problem, sometimes after trying traditional methods (support desk, email, calling).

What clogs up these threads most of the time, are the people who post that they've had no problems getting support replies (doesn't have anything to do with the situation), and especially people who comment on the situation in general, or on the host's replies themselves. This seems to drag the thread on for a few pages.

Sometimes all of this happens quickly (a page can be added to a thread after an off comment by either the host or the thread starter in minutes. By the time we get to it, it is a disaster (somewhat).

We will continue to try to shut weed these out, but just try to understand that it isn't always as easy as it looks, and overall, we try to let discussion happen, as freely as possible. Sometimes, this doesn't work, but that is the aim. If you have any suggestions that you think might work, I'd love to hear them.

Your organization does get blasted, (sometimes unfairly) from both persons who appear to be honestly frustrated, and also those that may have other less honerable motives. :uzi:

One thing I notice, as a consumer of services from various venodrs on this forum, is your defensive posture. Perhaps it is youth, frustration, or other, only you would know that. Still that posture may cause others to focus on the negative rather then the large company you & your team have built, and the contributions you have made to the Cpanel software.

Just a thought...

heh, oddly enough, I've read so many of Sean's post's now I'm getting use to him... :) I almost think he'd be a pretty good guy once your pry that keyboard out of his hands and put a beer in them instead. Might have to put that to the test one day, if Sean's up to a trip to the pub

Greg Moore

Australia is a little far from here :-)


Sean R.
BurstNET

Originally posted by BurstNET
Australia is a little far from here :-)

Well in three weeks I'll be just south of Seattle :D X-mas in Australia is madness... I always try to get away for the snow, and Seattle's a nice town... :)

Greg Moore