Anybody else noticing lately that Reseller Zoom's support degrades sharply on the weekends? During the week I find they are pretty responsive, usually taking anywhere from 1-2 hours to reply to a ticket. But on the weekends, it's like they're on vacation. It's bad enough their "customer service" doesn't work weekends, but now their support kicks into laid back mode.

I don't think they offer true 24 hour support on weekends. In general, I find them to be pretty unresponsive during the graveyard shift on any given day.

I've noticed that myself.

that's most likely down to the individual covering the shift and not rs as a whole, however, if peeps are unhappy with the weekend support, then they should contact rs and tell them.

I'm with rs on a reseller account and it runs like clockwork although at times the speed can run a little slow.

owm

but now their support kicks into laid back mode.What is the response time you experienced during weekends? When did you start to notice the change for the worse?

maybe that's cause they give leave to most of their employees and only one man would be handling all the work...
i didn't ever open a ticket on weekends,.,.in my 2 month term with them, i opened just one ticket:D(i know i am the client all hosts would love to have:D)

maybe at the weekends it ResellerZZZZZZZZZZZZZZoom :)

owm

LOL! :D I wonder how their support works.. do they have people on site at some help center, or do they just employ freelance support people who work from home.

maybe at the weekends it ResellerZZZZZZZZZZZZZZoom :)

owm
LOL. That's a good one.

A good reseller provider always knows when their tickets and problems are at peak.... Is there a peak in the web hosting industry? I guess not. So that is probably why they dont know when to give day off other than Sat and Sunday ... :)

After 2 yrs plus with them, I have only caught them off guard a few times , that their online chat are not manned . Normally when their online chats are not available (after waiting for a while ), it would be probably the time when one of their servers have gone done or something. Those are the times you may not get anyone. Other than that I never caught them "off guard" before

Joshua

I have worked with reseller zoom on a failover account and had response times that may take up to 5 hours. The Chat support was a joke. Half the time, you are qued up and the third person in line, and you get kicked off after a minute timeout. If you sit there and keep doing chat request, you may be able to get on in about an hour. Plus the chat tech support will ask you to submit a ticket if your problem is too advanced.

They did have a link to contact their support manager, which is nice. Although I have never used it.