The situation is this -- dixiesys is probably a great host, but I am just too stupid/obstinate to qualify as one of their customers.

My tale is this...

#1 I wanted to ask dixiesys a pre-sales question. I went to their website & clicked on "contact us." They have no email address for sales, so I sent a message to customer service. Back came an autoresponse -- "go to help desk and submit a ticket."

#2 Per their instructions, I went to their help desk but couldn't log in because [not being a customer] I have no customer password.

#3 I can't ask a question on their forum unless I join but -- WHY should I have to? I just want to ask them a simple little question.

#4 Okay, I next figured that an email to their billing address would certainly reach a live person. After all, dixiesys would want to ensure that paying up is a reasonably easy thing to do, right? WRONG!!! My message to billing was answered by the same autoresponder -- "log into the help desk."

#5 Okay, so they have toll-free numbers, right? I called several times, but never got through.

I'm done. No doubt a more intelligent, less obstinate person that I am, would have signed up, or logged in, or sworn allegiance, or whatever it takes to get these folks' attention.

Not me. I am not going to play "look how busy we are" games with an autoresponder in order to somehow convince dixiesys to take my money.

Besides, if this is how they treat a dumb POTENTIAL customer, how would they treat a dumb ACTUAL customer? I really don't want to find out.

Catch 22 - no entry w/o a ticket // tickets are available upon entry.

Sheesh! :bawling:

In response to #2, you don't have to be a customer to get in. Just register for a helpdesk account and log in. We use the same help desk software and it is not tied into customer accounts in any way.

#2 Per their instructions, I went to their help desk but couldn't log in because [not being a customer] I have no customer password.

Umm, from the Help Desk you're supposed to create an account, and then login to create a ticket for support. Even customers have to do this - the help desk logins aren't made for you.

But fair enough. Sounds like you want a host with even more customer care/ personal attention than DixieSys can provide at the moment. I'm sure you will find one out there.

For the record, I'm a DixieSys customer and I think the service is aces.

I tried the login thingee, but quit when the questions started flowing.

Again I am wondering -- why must I answer several questions about my personal data BEFORE I can find out if I even want to have dixiesys host me?

When & if I decide to sign up, I would have no problem answering any & all questions they might care to ask, but why the pre-nuptial agreement???

Other potential hosts seem gracious & happy to talk to even a non-geek like myself. Why must dixiesys give the feeling that I'm requesting an audience with the king?

Like I said... I am an obstinate fellow.:cartman:

I see where you're coming from - a little frustrating for sure.

How about that pre-sales question in a PM to dixiesys here?


Lats...

Just one question... You were patient enough to register for these WHT forums. Why couldn't you have the same patience to register for the Dixiesys forums and/or help desk?

yup or use icq, its not much to enter a bit of random data on their forums like username password and email addy. how much did you type above? compared to the time taken to signup. and yes you need to create a helpdesk account to be able to use it. you dont need any customer passwords just click register. i know gary is busy but its not like him to not answer telephone calls. try him on icq or the forums. or hell why not just signup , what are you going to loose 3-95?? thats like umm nothing :)

Think about it like this... I have checked out about 50 potential hosts so far.

Dixiesys is the ONLY one I have encountered that inflicts all the folderol before they will even deign to look at a simple pre-sales question.

If every potential host insisted on my giving them the name of my business, my personal email address, etc etc etc ad nauseum, before they would even say hello to me, I would spend all my time filling out forms.

Besides, why should dixiesys be entitled to know [or even NEED to know] all this personal stuff in order to tell me whether or not they use pop before send on their smtp? Holy toledo, batman!

I think the fact that dixiesys doesn't even LIST a sales email address speaks volumes about their attitude.

There's an old joke that has the punchline "pay the $2." That's kinda the advice some of you are giving me. If they were the only show in town, I would do as you suggest. But they aren't, so I won't. As I said, I'm obstinate.

PS - I have been with 1 host -- my 1st & only host -- for nearly 4 years & have submitted exactly ZERO support requests. But if I ever do, I am happy to know that they will accept such requests without requiring me to kiss them where the sun never shines.

Signed,
Obstinate old f*rt

I don't know if you're still interested, but here is the link to sign up in their Help Desk http://support.dixiesys.com/cgi-bin/pdesk.cgi?do=register&lang=en

No the man's right, it's a big pain in the ...

Which is why I'm changing things a LOT in the new site.

As for not getting through on the phones, I was away from the phones from 12:30 through 4:45PM (Central) today, other than that there shouldn't have been any missed calls.

2 of the 3 emails in the contact us form go straight to perldesk's autoresponder. The new contact us/support page will be a good bit more informative than the current one.

Oh sales@dixiesys.com goes straight to my inbox, btw.

Originally posted by Dixiesys
Oh sales@dixiesys.com goes straight to my inbox, btw.
That would have been a good guess in the first place :)


Lats...

True, but it shouldn't need guessing at :D

Oh well, the only way you can improve things is if you know what it is that needs improving. This leaves little doubt that an overhaul of the contact information and support contact pages is in order.

SOON (if I can stay awake maybe tonight).

Originally posted by Dixiesys
No the man's right, it's a big pain in the ...

Which is why I'm changing things a LOT in the new site.

Kudos. I think you handled that with grace. :cool:

http://www.dixiesys.com/index.php?display=contact

New site is online, here is the updated contact page (since that is what started this thread).

I hope the new version is a great improvement!

And to bellgamin, I must apologize, the old one was made in haste and yes, it left a lot to be desired, I hope the host you decided to go with meets your needs and if not, I hope you will consider us again sometime in the future.

I visited dixiesys.com's upgraded contact page. It can be found on their website by clicking on Sales & Support.

BIG improvement. Like night turning into day.

This fellow Gary is something else! No wonder he is held in such high esteem on these forums, as well as on the forums on his website.

Shalom and aloha,
Bellgamin

Fellow Israeli bellgamin...? :D

Nope. I'm a fat old haole who lives in Hawaii.

Shaalu shalom Yerushalayim.
Bell