Hello,

I submitted a support ticket to my dedicated hosting company over two days ago. So far, all I have received in response is, "we have now forwarded this ticket to a technician." Nothing more.

I followed up with this reply by asking what the average response time is for a technician to address a ticket marked as 'standard' importance. This question was not sarcastic, but genuine. I explained that I am a new client and simply wanted this information for future reference. After another day, no reply.

My experience with other hosting companies is that when I submit a support ticket, I at least receive a reply that a technician/administrator is working on the ticket and/or some questions regarding my ticket.

My question is: Am I being unreasonable to expect a more solid response by now? What is the average response time for a support ticket? At what point should I actually complain?

I thank you for any input on this matter.

IMO, anything over 24 hours just isn't acceptable. But my guess would be that your ticket was assigned a tech who hasn't been there. Have you tried contacting them through methods other than their ticket system? (email, phone, etc)

I think 12 hours MAX for virtual acounts, and 6 hours MAX for dedicated.

Thanks Jay,

No, I haven't contacted them by phone, simply because I'm in Europe and they're in the U.S. Submitting a ticket is much more economical for me.

Besides, with them advertising "fanatical support", and sending me welcome messages through tickets, I assumed that this method should be sufficient, as I was used to this through previous hosts that had no phone support anyway.

Nevertheless, if I continue to get no reply, I guess I will have to call them. I just wanted to make sure that I wasn't being unreasonable before calling them.

fanatical support sounds like rackspace.net..... you hosting with them?

Skie: RackSpace.COM

Personally, I try to answer tickets as soon as I see them, no matter what importance they are.

-- Jonathan

Originally posted by Skie
fanatical support sounds like rackspace.net..... you hosting with them?

I highly, highly doubt it. I used to have a box hosted with RackSpace, and they truely do have "fanatical" support.

pijio, if anything you're being somewhat unreasonable the other way. If they don't at least respond to you saying "okay, we're working on the problem...we don't have an answer yet but we'll keep you posted" within 24 hours, then they may well have a problem with their support ticket system. I've seen hosts that have responded to a problem and solved it totally within 4 minutes using email-based support (now I know this is very rare but it can happen). A good host should respond to your email within about 12 hours.

My personal view is that hosts should reply to support requests within 24 hours at a minimum, regardless of if their a one man show or a large company.

Originally posted by Hostworkz.com
My personal view is that hosts should reply to support requests within 24 hours at a minimum, regardless of if their a one man show or a large company.

i totally agree.... 24 hours max wait time on the customer.

Hey,

Here's an example of how long tickets are open for at HR on a given day. The first column is the time the ticket came in at, and the second column is when the first response to the ticket was made. These tickets are shared, not dedicated customers.

00:32:26-00:35:39
00:42:08-00:52:58
00:43:02-00:37:05
00:44:24-10:46:39
00:58:52-01:23:18
01:35:03-01:36:21
02:05:03-00:37:58
02:51:30-03:09:57
03:06:00-03:10:51
03:27:00-03:29:16
03:29:34-03:34:02
04:41:39-05:02:28
05:16:42-05:21:22
05:21:19-08:23:59
06:49:19-07:11:08
06:57:34-08:15:33
07:02:45-07:35:15
07:08:40-07:32:43
08:03:53-08:18:10
08:05:34-09:48:07
08:25:36-13:42:50
08:22:36-08:25:38
08:47:44-09:33:50
08:50:24-09:33:12
09:12:20-09:30:25
09:12:51-08:03:35
09:15:50-12:17:45
09:19:24-09:31:19
09:20:47-09:30:03
09:22:42-09:21:42
11:31:49-11:41:16
10:09:45-12:18:24
10:09:54-06:57:44
10:57:56-09:09:14
10:35:53-12:09:08
10:37:21-11:16:19
12:34:55-12:39:11
15:01:09-16:11:09
11:14:46-11:15:24
11:15:32-03:50:56
11:16:04-11:31:08
11:17:04-11:31:34
11:17:55-12:06:34
15:22:16-15:36:19
11:22:26-11:59:22
11:25:56-11:59:14
11:28:46-11:32:51
11:36:54-11:58:55
11:40:09-11:58:43
11:40:47-17:13:05
15:12:50-15:37:49
11:54:16-12:10:04
11:54:30-11:55:16
11:54:58-11:56:04
11:55:49-11:57:33
12:07:02-12:17:46
12:08:09-14:09:55
12:28:17-12:38:43
12:18:32-12:40:58
12:21:15-12:26:18
16:29:39-16:34:04
12:47:55-13:47:18
12:51:20-12:56:36
12:54:38-12:56:47
13:04:05-13:06:24
12:56:54-13:32:17
12:57:00-12:57:22
12:58:36-12:59:54
13:12:24-13:14:44
13:15:09-13:21:35
15:39:08-16:12:18
13:34:51-13:43:37
13:35:09-13:41:29
13:47:13-13:53:19
13:47:13-13:51:47
17:43:02-23:48:38
14:45:08-14:50:22
13:56:00-13:57:22
13:56:37-14:00:34
14:17:39-14:20:23
14:24:11-14:32:59
14:24:33-14:25:55
15:10:35-16:25:31
14:36:04-14:40:55
14:39:30-08:25:26
14:40:13-14:40:54
15:01:16-16:12:00
15:11:23-16:08:02
15:13:27-16:07:24
15:14:48-16:14:47
16:04:13-16:05:59
16:16:50-16:29:14
19:38:27-19:43:02
16:27:12-16:30:01
16:32:16-16:37:33
16:35:50-16:39:07
19:27:37-06:56:15
16:39:23-16:47:09
17:13:39-18:40:39
17:27:05-17:56:12
17:37:02-23:49:11
17:51:45-17:58:32
17:58:41-18:52:23
18:04:40-18:07:41
18:07:51-18:19:41
18:29:42-12:10:21
19:06:15-19:13:54
19:57:41-20:13:16
20:03:30-20:13:33
20:07:17-20:58:52
20:34:19-23:50:53
20:14:43-08:10:57
20:17:13-21:00:39
20:20:37-21:04:23
20:23:39-17:13:43
20:26:58-02:25:15
20:47:47-00:08:28
20:48:54-23:58:17
20:49:41-00:14:26
20:52:35-04:17:29
20:58:18-10:25:53
21:08:58-21:12:46
21:10:28-21:13:36
22:22:19-23:08:02
22:27:00-23:03:45
22:32:11-08:09:56
22:43:42-01:28:24
22:43:55-22:46:04
23:07:33-23:14:45
23:10:12-23:12:52
23:26:43-06:42:06
23:41:29-01:21:55
23:46:43-00:04:44
23:50:27-01:20:32
23:54:03-12:03:41

ps ( some of the times are a little goofy because i didnt have them spend too long writing the script to pull the info and it came up screwy on a few of the tickets but it kinda gives the general idea. most tickets get fast responses but some can go 8-12 hours depending on the difficulty of the ticket.)
-Brendan

Yea, it is Rackspace because I know that standard response well. As you are a new customer there, don't judge them so harshly on account of one ticket. Their support is truly phenonemol and all these people saying 6 hours max, 12 hours - whatever, just don't know the full story.

First thing is that they have a new ticket system and while the frontend is better, the techs and admins are having a hard job of tracking and answering some tickets. This is no fault of the techs but an issue with the developers of My.Rackspace.com. If you give them a ring, someoe will attend to it immediately, even while you are the phone. And if you aren't prepared to call them because of "economics", well that's your problem. I'm on the phone to them at least twice a week from here in Australia and it is expensive. But then again, our support and service come before the huge phone bill.

Secondly, the techs are inundated at the moment. They have had to patch thousands of boxes against the latest Apache vulnerability and alot of them didn't go smoothly as alot of us don't have standard apache installs to improve server performance.

Thirdly, the phones are ringing wildly because of bbnplanet problems and issues at alternet.

Rackspace support is truly amazing. You will grow to adore this company. :)

Shameless plug from HostRocket. :rolleyes:

(and it made no sense)

And it means absolutely nothing as the thread starter showed. The first response to a ticket can be just what he said:

we have now forwarded this ticket to a technician
And that comes from RS in minutes. And they really do forward it to certain techs.

Someone asked what the average response time to a support ticket was, and I thought to myself, 'hey self, you have a cool little script that tells people how long tickets are open for... use it for something besides taking up disk space.'

So i got motivated and figured out where it was, ran it, and pasted it into this here thread to maybe provide a little info for someone who asked a question.

Why are you lashing out so, nexdog?

-Brendan

Just the mood I'm in today (and yesterday). Get a little disillusioned sometimes. Don't mean anything against HR, you're a great host as support is a real thing to you. I respect the investment you've made into your service. Reading all these boards just gets me down. Seeing all these bs hosts yanking their own chains and lying through their teeth about their company about day - the industry is a joke. :(

I think Brendan's post was quite informative. The majority of those response times are excellent! :agree:

Thanks everyone for your replies.

Yes, I have a dedicated with RackSpace.

Surprisingly, their reply of "your ticket has now been forwarded to a technician" did not come minutes later, but 24 hours later.

I submitted this support ticket Wednesday night, and now it's Saturday morning - still nothing.

NexDog, I thank you for letting me know what is going on within RackSpace and what they are dealing with. It helps me get a better understanding as to why they probably haven't replied yet. It is not that I'm not prepared to call them because of economics. I just thought that if a host does offer support through tickets, then that form of support would be just as effective as phone support.

I used to only use phone support until I went with a host that had no phone support. I wasn't used to it at first, but learned that it worked great and subsequently became my preferred method for support. But you see, that host answered all my tickets within one hour, but was also the only host where I used support tickets as the sole method of support. I didn't have anything else to compare that with, so I posted here. I did not want to make the assumption that just because my previous host answered all my tickets within one hour, everyone else should.

Mostly, I am not even complaining, or unhappy for that matter. So far, RackSpace has been fantastic. I simply wanted to get a better idea as to 'average ticket response time'. I do so because I would hate to ever become a customer that I myself would not want.

Again, thank you everyone. You have all been very helpful.

Pijio... as mentioned many times in the one thread alone, Rackspace truly do have 'fanatical support'. If you do experience that your tickets are taking too long and it happens again, just open one new ticket and explain to them that they are taking too long and they will get a Manager to look into it. The problem that we had here was that we are in the UK, but our main servers are in the US, so someone decided to forward our support tickets to the UK data centre whenever we opened one, instead of letting the techs at the US data center to respond to them... and this was before the London data center was fully equiped with 24x7 techs, so it took a long time for my tickets to be solved. After telling them what has been happening, they switched my support team back to the US techs and everything is fine again, it was just a mis-understanding somewhere.

Having been with Rackspace for nearly one year now, I've only got good things to say about them as their service and support has ALWAYS been superb.

Alan

Originally posted by phpcoder
I think 12 hours MAX for virtual acounts, and 6 hours MAX for dedicated.

I think 6 hours response time for dedicated is unacceptable! We respond support requests for virtual accounts within max 6 hours, mostly within 1 hour.

It really depends what the ticket is for. For example, if it's for a virtual hosting account 24 hours might be acceptable. On the other hand if it's an emergency ticket for a dedicated server, you would expect a response within minutes.

Over the past month according to PerlDesk, we've answered all support tickets within 30 minutes (got motivated to join in)... And even one within a minute. :D

If you're providing dedicated servers tickets must be answered within 1 hour at the absolute maximum. Especially reboots. That's somebodies server that's down and the longer you wait, the more downtime they have, and the more downtime they have the less profit they make weather it'd be a business or a regular website. In terms of shared hosting I believe 3 hours is the maximum and 1 hour if you wish to provide good service. However when I say answer I don't mean jsut say "We'll have so and so look into this." I mean a fully detailed answer that will solve or if not at least put the client at ease.

Brendan

Since you wanted to publically post your 'great' response times, I will play devils advocate and post what people think of your support. It looks to be 50/50:

http://webhostingratings.com/plans/HostRocket_com-Reviews.html

PWH will be starting soon

We sell quality support with some quality hosting with it :)

24 hours OK -> NO
12 hours OK -> NO
6 hours OK -> NO
2 hours OK -> NO

! hour max response to all tickets is our aim with resolution of problem within a target of 6 hours

How that sound?

Originally posted by Steve-PWH
PWH will be starting soon

We sell quality support with some quality hosting with it :)

24 hours OK -> NO
12 hours OK -> NO
6 hours OK -> NO
2 hours OK -> NO

! hour max response to all tickets is our aim with resolution of problem within a target of 6 hours

How that sound?

Hip-hip HOORRAAYY!. Hip-hip HOORRAAYY!

You are my advertising hero. :blush: :blush:

I am going to start a company and actually have it done in -5 minutes. Yes, -5. Have you seen Minority Report? Well, we have contracted such people and they are in my basement now. Then when I *start* my hosting company, I will be super-duper fast too.

UmBillyCord,

I've never really understood the difference between the reviews I read there and most other places... they dont seem to put much effort into verifying the validity of reviews... my favorite one is this:

2. Hostrocket's front page does not allow the client to access his/her site.
Once you access your site, there is no clear way to upload your pages. You must have frontpage extensions, meaning that you must use MS Frontpage. All this is not mentioned before you buy the hosting sevice. Even after you buy, you learn about those extensions only indirectly after clicking erratically here and there until you find the link that lead to the answer to your question.

I'm not saying we're perfect but im pretty sure our approval rating is well above the 50% reflected there. HostSearch, which has some sort of system im place although I dont know how it works, to keep say other hosts from writing bogus reviews about one another etc, has a signifigantly better rating there for us off of many more reviews.

http://hostsearch.com/showcomment.asp?companycode=1999

BTW I also never said our response times were 'great' or anything of the sort. Several of them could use much improvement.... ;)

-Brendan

I've never really understood the difference between the reviews I read there and most other places... they dont seem to put much effort into verifying the validity of reviews... my favorite one is this:

I agree. But I felt like your post was more an plug. Since no one asked for HR to post response times, I wanted to make sure your one sided post was represented as fairly as possible. What better way then to point to customer reviews. Let the reader decide if the times you posted and reviews current and past customers posted, corrolate.


Host Search reviews have been bogus from the start. Companies will post a link on their site saying "Review Us". Then once they get good reviews, they say "Thanks. Now please go here - Host Search". If it was a bad review, they go nowhere. Host Seacrh was also used by another host for example to pay its customers $5.00 for each review. Host search also pulls negative post for advertisers. I know from experience.

The URL I sent is still a clean place - Host Search is not. Host Search is visited by other numerous other host and very few customers. Those who advertise will understand this. Webhosting Ratings is not, as a lot of host do not know about it. They do not Spam you with options to advertise, and they even pay for their hosting. They even have a good network uptime % attached to each host so you can see how they are doing. [Yours is very good by the way. You advertise 99.5% - they show 99.69% Based on 2241 hours of monitoring, 39463 samples, 4 customer websites.]. Webmasters frequent this site. Also, those reviews are pretty detailed and tell it like is is.

I posted a URL I felt best tells it like it is. It has 35 reviews. Some great and some not.

I dont understand why hostsearch has such a bad rap, I used to spend a LOT of money with them and they still wouldn't pay any attention to me when I told them there were reviews posted about us that were bogus.

Anyways, my initial post was not intended to be a plug... just providing some information that someone requested and although they didnt request mine in particular they didn't request anyones in particular so I hardly find it out of line. I don't need to and have no intentions of fishing these forums for customers. For you to say that someone would need to decide if the times I posted 'corrolate' with what customers have said implies that you don't believe me... which I greatly appreciate.

I love these forums... its like one great big disfunctional family... people will badmouth you for anything. Next time I'll be sure to PM my potential useful information to the person requesting it to make sure you're not forced to read it and be subject to said propoganda.

Originally posted by Steve-PWH
PWH will be starting soon

We sell quality support with some quality hosting with it :)

24 hours OK -> NO
12 hours OK -> NO
6 hours OK -> NO
2 hours OK -> NO

! hour max response to all tickets is our aim with resolution of problem within a target of 6 hours

How that sound?

Depends. Where's the ! on my clock? I guess if I send in a question at !@:)) I'd get it back at !:)) ? Is that how that works? That looks like ! hour to me.

It also looks to me that you've got your sales priority a tad backwards. Wouldn't you be better off selling the hosting with the support to go with it? Or are you going to offer incredible support for nothing at all for the low low price of $9.95 a month with the option to purchase hosting for additional fees if we like the support?

Maybe you should think your marketing strategy through a little more thoroughly before sending your initial post to a message board like this. Remember that you never get a second chance to make a complete fool out of yourself on the first impression.

Originally posted by TheGAME1264

Maybe you should think your marketing strategy through a little more thoroughly before sending your initial post to a message board like this. Remember that you never get a second chance to make a complete fool out of yourself on the first impression.

thats kind of funny.... :) i like it.

NexDog and UmBillyCord are absoutely correct. The question was along the lines of "What is the average support time?"... NOT "What are HostRocket's best support times that he would like to post?" So, that long reply you gave was inappropriate and off-topic.

Brendan, your post was advertising (bragging about your support times).

Interesting that this post is here today when I was about to open a new thread on the same topic. A certain dedicated server company is taking 12-24 hours to respond, including for reboot requests and server crash notifications.

As a reasonable person, I find this absolutely appalling. This company should stick to virtual accounts if they can't do better than that.

We spent so much on the setup that we're not sure what we should do. The support is so appalling, though, that I think we're just going to have to eat the whole cost and quit.

Has anyone ever heard of a 30-day money back guarantee on dedicateds? Their site says they have a 30-day money back guarantee but it doesn't specify whether it's virtual accounts only. We'll give it a whirl, though.

Originally posted by Lurleene

This company should stick to virtual accounts if they can't do better than that.



Even virtual accounts shouldn't have that kind of wait time.

Just to keep everyone updated. I finally received a response for the ticket today. RackSpace explained that they have indeed been extremely busy with apache updates and that my ticket will now be attended to. It is not solved yet, but at least someone noticed it. 5 days late, but I'm easy to please. That's really all I wanted, so I'm happy.

You guys are ridiculous, someone asked a question that I tried to answer as accurately as possible to be helpful... I gave real stats about the only hosting company I have them about which is my own, and I get my head bitten off because they're not slow enough responses? Grow up. Maybe I should have just made something up like 2, 4, 6, 12 hours etc... the generic answer that this question always gets which is about as useful as chicken **** on a pump handle instead of trying to actually provide some useful and factual information.

-Brendan

Yeah give HRBrendan a break guys and stop bashing him. It may seem as a plug but I reckon it was just as much a valid post.

OK. "Break" :)

You guys are ridiculous, someone asked a question that I tried to answer as accurately as possible to be helpful... I gave real stats about the only hosting company I have them about which is my own, and I get my head bitten off because they're not slow enough responses? Grow up.

You still don't get it - do you?

If this thread was on widgets, and you posted stuff about your widgets, it would be one sided. Are you going to talk bad about your widgets? Since you felt compelled to post your support times, I felt compelled to post a URL that talks about your support times. That URL will let others decide if what you psoted is true or BS.

Whatever, this is stupid. You have no reason to not believe me and I have no reason to lie about it. This thread wasn't about my widgets or anyone in particulars widgets at all, it was about support response times which is a pretty generic type of discussion. I could have said 'here are sample ticket times' but if I didn't mention where they came from it would have been a rather stupid and pointless post wouldn't have it?

You definatly didn't see me writing crap like 'anything worse than this is unacceptable we are the best bla bla bla' I know my support team has room for improvement and always will as does any other one. I pasted the info, explained it a little, and that was it. Do you work under a bridge all day long, or is this just a part time thing?

-Brendan

Do you work under a bridge all day long, or is this just a part time thing?

Part time - for fools like you. Maybe you should address those customer reviews, instead of crying about someone not agreeing with your post. Sorry your post don't set well with eveyone. Maybe if someone asked for your support response times or for any host to post their response times, this would be different.

Whatever, this is stupid.

Then quit posting.

it was about support response times which is a pretty generic type of discussion.

Exactly. And you posted numbers. I posted a neutral URL to reviews about your company. Sorry they are not so good to where you would approve.

Good day brendan.

Originally posted by HRBrendan
I love these forums... its like one great big disfunctional family... people will badmouth you for anything. Next time I'll be sure to PM my potential useful information to the person requesting it to make sure you're not forced to read it and be subject to said propoganda.

LOL, while funny its so true.....quick, who can we bash next? oh, do me , do me!

Originally posted by Jag


LOL, while funny its so true.....quick, who can we bash next? oh, do me , do me!

I'll take this post as you are admitting most frequent posters at one point or another post a negative comment, and that you too are guilty. However, if this post means you think you are free from bashing, I know some RS and Alabanza post that will tell a different story. ;)

one great big disfunctional family

Nah, I love a good bash, you can't really post on wht and avoid a thread that is bashing someone somehow! RS and Alabanza ? Not sure what you mean , we have never been with either since we dont lease servers. If you mean I have commented in a thread where someone had a horror story or something concerning one of those , then sure I probably have posted.... I post in a lot of threads, just like this one ;)

Nah, I love a good bash, you can't really post on wht and avoid a thread that is bashing someone somehow!

Some people equate anything negative to being a bash. I feel some people here are less worried about roughening feathers and have no quorums with posting something that others will not like. Is it bashing? To some.

Did I bash HR?? You and Brendan may think so. I feel more along the lines I qualified his quantitative post. What do those numbers mean. If I see one ticket responded too in 5 minutes, what does that really mean? It could mean it was solved in 5 minutes. It could mean the response was "We have received your ticket and will get back to you".

A URL to a list of 35 customer reviews that talk about the support and response times do quit a good job of allowing others to decipher those numbers.

If you search, you will find a few positive comments made about HR from me. Including the one in this thread about uptime.

I never said I agree with either of you or said you bashed anyone. I was just laughing at Brendans remark and how true it is and I stand by that.


Originally posted by HRBrendan
I love these forums... its like one great big disfunctional family... people will badmouth you for anything. Next time I'll be sure to PM my potential useful information to the person requesting it to make sure you're not forced to read it and be subject to said propoganda.

Its still funny :D

I think ideally tickets shouldnt go longer than 15minutes to an hour before they get an answer. Sometimes support gets bogged down but I dont think it should ever go past 24hrs.

Originally posted by pijio
Just to keep everyone updated. I finally received a response for the ticket today. RackSpace explained that they have indeed been extremely busy with apache updates and that my ticket will now be attended to. It is not solved yet, but at least someone noticed it. 5 days late, but I'm easy to please. That's really all I wanted, so I'm happy.

You must be easy to please! I get impatient if I have to wait 24 hours for an email that I'm expecting from someone...and that's on a weekend. :)

I guess everyone's entitled to something like this at some point (as in being really late)...but I hope for your sake that RackSpace doesn't make a habit out of this.

Originally posted by UmBillyCord

Exactly. And you posted numbers. I posted a neutral URL to reviews about your company. Sorry they are not so good to where you would approve.


There you go, but somehow I was the one posting off topic. Right?

You posted a link to a page which had nothing to do with the thread at all full of essentially anonymous reviews on a website that looks like it was designed by a 3rd grader which has absolutly no effort put forth to maintain any sort of quality control whatsoever. I could go write 50 reviews about every host I dislike and guess what, they would be on that site tomorrow and it wouldn't mean ****, but they would still be there. There are posts there with websites listed that we never hosted, but hell they're still there so they must be valid because you saw em on the net right?

You're right though I guess that does validate my post about ticket response times that I wrote to another host's customer with absolutly no intention of soliciting them as a customer, simply to provide them with some possible useful information that they requested.

It must mean that I made those numbers up and I'm lying about it right? God forbid that you find a website that has 30 posts written on it of which half of whom may or may not have been some unhappy people out of our tens of thousands of current or past customers, that does not directly coincide with a list of ticket response times from the 2nd day in July, 2002 that I pasted on this forum right? How did I not see the relationship before, my god I am so blind. I should have posted the link myself, how careless of me.

Thanks for clearing all that up for me and everyone else involved, it was starting to get a bit confusing. Now that person who had no intention of switching hosts let alone going to HR, and simply asked a question about support response times can not make that informed decision that they wern't going to make to begin with, thanks to your brilliant input.

-Brendan

Wow, Brendan, I really don't see your logic. The fact is, right or wrong, there is no way to verify the info that you posted. And even if it's true, it's a select time period and not enough random sampling and data to draw an educated conclusion from. Therefore, your post was really meaningless and unnecessary. To re-iterate, it proved nothing.

I understand your intentions may have been good, and maybe you really thought you were helping, but it didn't appear that way. I think we have good grounds to be suspicious in a forum where some hosts will do anything to get free advertising.

BTW... I've been wondering where did "umBillyCord" get his name? umbilical cord? billy goat? :) :) :)

Why would it need verification to begin with? I wasn't selling a product or plugging myself, I have no motive to lie, I was responding to someones question about ticket response times. It didnt 'prove' anything because there was nothing to 'prove', this thread was never about me or HR at all until you guys turned it that way by dragging it off topic, it was all going find and dandy talking about ticket response times, the fact that the ticket I mentioned my responses were based on HR ticket response times was simply a tangent. My actual numbers certainly hold just as much water as anyone elses response to the question.

I dont need free advertising, I dont troll around these forums scrapping for that last customer I need to pay for my ded server. That isnt the position I'm in and you know it.

-Brendan

Hi Umbillycord
JUst wanted to reply to your post below!!


Host Search reviews have been bogus from the start. Companies will post a link on their site saying "Review Us". Then once they get good reviews, they say "Thanks. Now please go here - Host Search". If it was a bad review, they go nowhere. Host Seacrh was also used by another host for example to pay its customers $5.00 for each review. Host search also pulls negative post for advertisers. I know from experience.

The URL I sent is still a clean place - Host Search is not. Host Search is visited by other numerous other host and very few customers. Those who advertise will understand this.


HostSearch reveiws have never knowingly been bogus, we offered a service in this case a free service, unfortunatly a few individuals missused this service.
We never removed bad reviews for clients unless its was proven to us that the review was a bogus one.
We also never accepted payment for review, the system was totally free of charge, we changed the system due to the misuse and hopefully the new system works for people.

Your comment about most of our visitors being hosting companies is totally untrue and id love to see how you come to that conclusion..

If it was true why would we have so many repeat customers!!!!!!!!!

You seem to have a real beef with us for some reason why not contact me and we can discuss it.

Well, perhaps all that square dancing and doe-see-doeing has knocked some of SlumBillyGord's screws loose,:) but I really don't think so. It's the known and unknown process itself of how reviews are done at ANY host directory that makes them appear less than reliable. So, I don't think umBilly really has a bone to pick with you, and that he is the only one that feels this way.

You posted a link to a page which had nothing to do with the thread at all full of essentially anonymous reviews on a website that looks like it was designed by a 3rd grader which has absolutly no effort put forth to maintain any sort of quality control whatsoever.

It is funny. Some of those post by your former customers said you have rude service. Well the apple doesn't fall far from the tree. This comment about another persons hard work proves it. I have never had a beef with you before, but I certainly see your maturity in the face of negativity. Your response only validates what others say here.

Sorry you are lost. Maybe you should login with some other user like you usually do. Maybe it will give you better insight.

Also, that site does a much better job then others. Simply because it was used by real customers before host started noticing it. Look atthose reviews and others from the past. They all seem to flow naturally. Dispersed nicely, and all seem honest. Now even that site is starting to be hit with false reviews. Look at Lunarhost for example.

No matter. Irrelivant numbers. Relevant customer reviews about your support times.

Wow, Brendan, I really don't see your logic.
We can't win them all. :)

If it was true why would we have so many repeat customers!!!!!!!!!

Like us.

I do not wish to play my hand on what company I own. I do not wish to use this site as a means to promote or post irrelivant ticket support times which could easily misinform. For almost two years I have posted anonymously here. I will say we have paid, and will continue to pay quit a bit of money to advertise with you. I will also say, that between CNet, Webhostdir, Hostindex, and you guys, you send the worse traffic. We track it closely too. You guys have been around for a while, and almost every host had heard of you. I think your site is heavily used by host to view the compition and to make sure their reviews are positive. Again, this is just what i have experienced. You can put any Marketing spin on it you would like.


You seem to have a real beef with us for some reason why not contact me

Beef? Because I think your reviews are heavily tainted. Funny. Wasn't it your company who revamped their entire reviews section because you too noticed this? Give me a break.

I like your directory. That is why I advertise. I would hate to pull it because of your attitude to a belief about your reviews. While you have a great service, I honestly feel CNet, Host Index and Webhostdir deliver better leads. Sorry.

PS- Who is this? Scott?

Another thread that seems to have ventured off course...