db09
11-11-2007, 07:18 AM
before i get started - you may or may not read this and think 'dang.this cat is being a jerk and expecting too much. he's only paying so-and-so dollars and he's expecting the world.'
the expression (or acknowledgment) of my frustration in this thread has not been relayed directly to innohosting at all. i'm not the type to send a ticket, then 4 minutes later send a 'f you bit..s why won't you motherfu..ers respond to my ticket punk a.. bi..es?!' message kind of guy.
at no point in time have i been abusive or vulgar in any way, shape or form with innohosting staff. by nature, i'm an extremely chill, patient guy but this is starting to really get on my nerves.
i'm not expecting the world. i'm expecting quality, logic driven support and customer assistance.
due to continuous server load and uptime issues coupled with my current hosts inability to work with me as i expand, i am in the process of moving my sites over to innohosting.
they seem to have glowing reviews here and everywhere, for that matter, and everything i've read has done nothing less than indicate that their support division is second to none.
well.. it's a lot less than i had expected.
i am accustomed to receiving support replies from an actual person in 15-30 minutes.. i have two tickets outstanding with inno, one was a simple question that was re-directed to the migrations department, another is a migration request.
the actual migration request.. fine. it might take awhile, that's cool. the initial ticket regarding migrations is an extremely basic question that could easily be answered by any inno employee that knows their *** from a hole in the ground and has now been ignored for over a day. wack.
on top of that -
innohosting's ticketing system is unique compared to every other host i have used and quite infuriating.
i'm accustomed to (and this doesn't seem out of the ordinary) sending an email to support@blahblahhost.com or submitting a ticket via kayako and receiving a response.
it's kind of a pain in the *** to hem and haw about the 'severity' of my request, whilst being warned that 'non emergency' and mis-routed issues will generally be moved to the bottom of the queue. is what i need done really that important or should i just try to figure it out myself? perhaps what is of great importance to me is of little importance to innohosting. i guess that means i'm basically f'ed in the a until they decide it's time to help me.
as the situation stands, my behind is against the wall.i'm quickly closing in on the cancellation time frame (15 days) i have with my current host before i am obligated to pay for next month.
do i really need to explain that to innohosting to create a sense of urgency? or am i out of line in thinking that my support ticket (24/7?) should be answered in a timely fashion? with my current host, i could ask whether or not their s... is green or brown and receive an honest, concise, helpful answer within a few minutes. it's starting to seem like it's my responsibility to provide the roadmap eventually leading to the answers to my questions.
secondly... an aggravating hoop. - what server i'm on, 1 through 5 or whatever. so basically, i have to sift and search through my gmail for my innohosting welcome e-mail, read through that, find what server i'm on and include that otherwise my ticket gets pushed to the *** end of the line.
i thought these cats were supposed to be making this whole thing quick, easily and relatively painless for me?
not cool, guys.
from my experience thus far, inno's support department is aggravating to say the least. i've never run into a host that responds to or even acknowledges requests for assistance so slowly and makes you do what could possibly be an unnecessary amount of legwork just to get your ticket responded to in a timely manner.
i'm concerned. i am getting in on a 'upgrade' promo deal (which has yet to be confirmed) which null and voids their money back guarantee. i sent in a ticket regarding this as well. it was responded to (rather quickly) by chris (wht frequenter/frequently mentioned'er) and stated that my request would be sent to sales..which won't be in until monday.
chris. homie. from what i've read and you and rameen are innohosting. is it really going 77 steps out of your way to click a mouse 3 times to hook my deal up? in the amount of time it took to tell me 'i'll send this to sales', the whole thing could've been taken care of. as someone in a leadership position, that's lazy,man.
so, if things continue as they have been going, i'm out at least 20 bucks, still stuck with a host that's becoming increasingly unreliable (but at least has fast, helpful support) and back at square one in choosing a new route to travel.
i don't know about you, but i can do a lot with 20 bucks instead of dropping it on a service that, as things would indicate, is marginal at best.
how am i to trust you guys with my customers (user/billing/sales support) if you can't even dignify my question/inquiry with some half-a.. semblance of an answer?
hopefully these cats straighten things out. i'm very displeased thus far and while my 20 dollars is probably but a small 'ta-chink' in the coffers, nothing i have requested is outlandish or even remotely out of the ordinary.
yet, i've received nothing of substance from innohosting.
weak.
the expression (or acknowledgment) of my frustration in this thread has not been relayed directly to innohosting at all. i'm not the type to send a ticket, then 4 minutes later send a 'f you bit..s why won't you motherfu..ers respond to my ticket punk a.. bi..es?!' message kind of guy.
at no point in time have i been abusive or vulgar in any way, shape or form with innohosting staff. by nature, i'm an extremely chill, patient guy but this is starting to really get on my nerves.
i'm not expecting the world. i'm expecting quality, logic driven support and customer assistance.
due to continuous server load and uptime issues coupled with my current hosts inability to work with me as i expand, i am in the process of moving my sites over to innohosting.
they seem to have glowing reviews here and everywhere, for that matter, and everything i've read has done nothing less than indicate that their support division is second to none.
well.. it's a lot less than i had expected.
i am accustomed to receiving support replies from an actual person in 15-30 minutes.. i have two tickets outstanding with inno, one was a simple question that was re-directed to the migrations department, another is a migration request.
the actual migration request.. fine. it might take awhile, that's cool. the initial ticket regarding migrations is an extremely basic question that could easily be answered by any inno employee that knows their *** from a hole in the ground and has now been ignored for over a day. wack.
on top of that -
innohosting's ticketing system is unique compared to every other host i have used and quite infuriating.
i'm accustomed to (and this doesn't seem out of the ordinary) sending an email to support@blahblahhost.com or submitting a ticket via kayako and receiving a response.
it's kind of a pain in the *** to hem and haw about the 'severity' of my request, whilst being warned that 'non emergency' and mis-routed issues will generally be moved to the bottom of the queue. is what i need done really that important or should i just try to figure it out myself? perhaps what is of great importance to me is of little importance to innohosting. i guess that means i'm basically f'ed in the a until they decide it's time to help me.
as the situation stands, my behind is against the wall.i'm quickly closing in on the cancellation time frame (15 days) i have with my current host before i am obligated to pay for next month.
do i really need to explain that to innohosting to create a sense of urgency? or am i out of line in thinking that my support ticket (24/7?) should be answered in a timely fashion? with my current host, i could ask whether or not their s... is green or brown and receive an honest, concise, helpful answer within a few minutes. it's starting to seem like it's my responsibility to provide the roadmap eventually leading to the answers to my questions.
secondly... an aggravating hoop. - what server i'm on, 1 through 5 or whatever. so basically, i have to sift and search through my gmail for my innohosting welcome e-mail, read through that, find what server i'm on and include that otherwise my ticket gets pushed to the *** end of the line.
i thought these cats were supposed to be making this whole thing quick, easily and relatively painless for me?
not cool, guys.
from my experience thus far, inno's support department is aggravating to say the least. i've never run into a host that responds to or even acknowledges requests for assistance so slowly and makes you do what could possibly be an unnecessary amount of legwork just to get your ticket responded to in a timely manner.
i'm concerned. i am getting in on a 'upgrade' promo deal (which has yet to be confirmed) which null and voids their money back guarantee. i sent in a ticket regarding this as well. it was responded to (rather quickly) by chris (wht frequenter/frequently mentioned'er) and stated that my request would be sent to sales..which won't be in until monday.
chris. homie. from what i've read and you and rameen are innohosting. is it really going 77 steps out of your way to click a mouse 3 times to hook my deal up? in the amount of time it took to tell me 'i'll send this to sales', the whole thing could've been taken care of. as someone in a leadership position, that's lazy,man.
so, if things continue as they have been going, i'm out at least 20 bucks, still stuck with a host that's becoming increasingly unreliable (but at least has fast, helpful support) and back at square one in choosing a new route to travel.
i don't know about you, but i can do a lot with 20 bucks instead of dropping it on a service that, as things would indicate, is marginal at best.
how am i to trust you guys with my customers (user/billing/sales support) if you can't even dignify my question/inquiry with some half-a.. semblance of an answer?
hopefully these cats straighten things out. i'm very displeased thus far and while my 20 dollars is probably but a small 'ta-chink' in the coffers, nothing i have requested is outlandish or even remotely out of the ordinary.
yet, i've received nothing of substance from innohosting.
weak.