Originally Posted by FernGullyGraphics
What are the specific issues you are having with their support (give an example of a support request that was not handled correctly). Just want to make sure you what you are requesting from them is reasonable (in terms of support).
different tech support handles a single ticket. normally that's never a problem for us but the next tech support doesn't seem to try to understand or read thru the thread first. so we have to describe the problem again.
the latest is the outgoing emails of a client in one of the shared servers kept getting blocked because an account in there server is spamming (this was relayed by one of the tech) they told us they changed the IP of the mail server of our reseller account to avoid getting blocked.
it happened again after 1 day and we asked if something was done on the account that is spamming. the second tech told us there was no spamming happening (fine). they said the IP was already changed but when we read the bounced message again. it shows the IP has not been changed. and this has been happening for about a week already. Client is getting frustrated with us already.
It used to be that things get solved within 2-3 support ticket exchanges. now with their new support people, it would take 12 hours or upto 10 or so email exchanges just to get their different support staff to fully understand the problem