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  #31  
Old 03-01-2011, 09:42 AM
mitgib mitgib is offline
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Quote:
Originally Posted by BurstNET_CSM View Post
Sorry for my typos. Stupid Iphone...
Are you sure it's not a keyboard driver error?

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  #32  
Old 03-01-2011, 09:56 AM
BurstNET_CSM BurstNET_CSM is offline
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It COULD be, but that only applies if it's my fault I have regular human-sized fingers and the Iphone keypad is made for hobbits...

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  #33  
Old 03-01-2011, 10:03 AM
xNaota xNaota is offline
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lol is that guy seriously a customer service rep? (I am referring to BurstNET who I commented on earlier) They spend more time here talking rude to customers when they should be providing service to them. I am glad I saw this first. I will be taking my business elsewhere.

Thanks webhostingtalk for having this forum here so I can make decisions based off other's experiences and by the quality of each respective company's customer service staff. You just saved me from signing a year agreement with this company. Your other forum posts here also helped me pick a different company as well.

I'll be sure to write a review in the next few weeks after I am all settled in.


Last edited by xNaota; 03-01-2011 at 10:12 AM.
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  #34  
Old 03-01-2011, 10:24 AM
BurstNET_CSM BurstNET_CSM is offline
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Quote:
Originally Posted by xNaota View Post
lol is that guy seriously a customer service rep? They spend more time here talking rude to customers when they should be providing service to them. I am glad I saw this first. I will be taking my business elsewhere.

Thanks webhostingtalk for having this forum here so I can make decisions based off other's experiences and by the quality of each respective company's customer service staff. You just saved me from signing a year agreement. You also just helped me pick a different company as well that I found elsewhere on this forum. I'll be sure to write a review in the next few weeks after I am all settled in.
xNaota, did you not notice the half dozen people BEFORE DarkKNIGHTH2O's post noting that we are a great company to deal with?

Our dedication to the company is borderline cultish. I would guesstimate that 98% of people who make complaints aboout us these days are not giving the whole story, and slant their posts to make us look extremely poor, and that they have been beacons of purity. The reality is almost always knottier than that.

Over 20 years with 98% of the posts being slanted, we have learned the feather of kindness approach does not help the situation. The sledgehammer of truth works great, and quashes any further slanted posts.

Now, for the 2% that have a legitimate gripe or issue, we are pretty good about recognizing it and putting the SOT (Sledgehammer Of Truth) away. But sometimes it gets swung.

Just know that our reason for doing it is that we care GREATLY about our customers and wish to protect them from foolish isues that keep us from their issues.

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  #35  
Old 03-01-2011, 10:27 AM
Techy Techy is offline
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Quote:
Originally Posted by BurstNET_CSM View Post
Over 20 years with 98% of the posts being slanted, we have learned the feather of kindness approach does not help the situation. The sledgehammer of truth works great, and quashes any further slanted posts.
I would say that a lot of people when making their posts are slightly slanted because when they are irritated they can make poor judgment decisions and just want retribution for what "they think is right". To many times do you see someone post 1 thing and the host/company comes back and says, it really happened like this.

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  #36  
Old 03-01-2011, 11:03 AM
xNaota xNaota is offline
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Quote:
Originally Posted by BurstNET_CSM View Post
xNaota, did you not notice the half dozen people BEFORE DarkKNIGHTH2O's post noting that we are a great company to deal with?

Our dedication to the company is borderline cultish. I would guesstimate that 98% of people who make complaints aboout us these days are not giving the whole story, and slant their posts to make us look extremely poor, and that they have been beacons of purity. The reality is almost always knottier than that.

Over 20 years with 98% of the posts being slanted, we have learned the feather of kindness approach does not help the situation. The sledgehammer of truth works great, and quashes any further slanted posts.

Now, for the 2% that have a legitimate gripe or issue, we are pretty good about recognizing it and putting the SOT (Sledgehammer Of Truth) away. But sometimes it gets swung.

Just know that our reason for doing it is that we care GREATLY about our customers and wish to protect them from foolish isues that keep us from their issues.
You all do have a legitimate point. I do know lots of people are happy with you and that most people will only post things if they have a problem and that most happy customers don't report back being happy.

The gripe I have is about how these complaints have been addressed. I was always taught that customer service reps should be polite and hold back from being rude. This holds true even if the customer seems to be unreasonable. This includes using caps, calling them "foolish", and things of that nature. I could go on and quote things I have noticed in several other posts in this thread alone.

I have seen this "sledgehammer of truth" used repeatedly here on this thread to multiple customers. I have seen responses telling customers to not expect immediate and great customer service at a discounted price. Please understand that from my perspective as well. It is far too dangerous to risk putting my double digit amount of websites on a host when I repeatedly see the "sledgehammer of truth" being used against customers that may or may not have a legitimate problem. You should never assume it is the customers fault.

Since you are referring to Darkknight's post, I have noticed that his issue was slammed from the get-go. Rather than saying "we will look into this problem" immediately it was declared as being his browser's fault and then another issue being his email's fault. Yes those are typically the problems but you should also acknowledge that it can be your own server's fault sometimes.

With no return policy, and repeated examples of the "sledgehammer of truth" as well as looking at customer complaints with a convicted eye, I cannot take a risk.

Plus no one wants to hear "spend more money for higher end service" or "you are expecting too much for the price you are paying. " when a quality rep would say something like
Quote:
"I know it must be tough waiting for a response when you are trying to get your website up and running. Please be patient with us, as we try to get to all questions as soon as we can. Most questions receive a response within 24 hours but during peak times it may take a little longer."
If I see another company that is polite, with equal ratings, and price then it is in my best interest (for my website's own safety) to choose them.

I understand that customer service can get stressful, but one should never act that way to a customer. Obviously on this subject we will agree to disagree.

Have a nice day. Please don't respond to my post because I just want to end our conversation at this. I hope you all will show maturity and restraint by honoring this request.

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  #37  
Old 03-01-2011, 11:20 AM
BurstNET_CSM BurstNET_CSM is offline
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I understand your point. I will stress that BurstNET (the other person who usually posts here is NOT in customer service).

If you look at all my previous posts I do try to temper more Customer Service into my replies. We're basically different sides of the same coin. Also, neither BurstNET nor myself is the "front line" when it comes to tickets and calls. We're more management/upper level. I did train the CS reps, however, and tickets and issues do get elevated to me on a regular basis.

Most any issue a person has can be handled by working within our ticket system. If a ticket is NOT getting a timely response, They can always create another ticket asking for a manger to take a look into it. Running to WHT should really be a last resort.

DarkKnight opened 7 tickets (If he's the person I think he is), in all different departments. That will NEVER yield positive results.

We're actually a very fun-loving friendly extended family here at BurstNET. If you could spend a day in our office, you'd see it. For now you have only my word.

P.S. I forgot to address
Quote:
I have seen responses telling customers to not expect immediate and great customer service at a discounted price
While BurstNET may say it a bit more abruptly than I would, his general point is correct. In trying to save our customers as much money as possible, we have to cut costs. One of those areas is the amount of staff. The reason "premier" hosts charge more, is so that you can speak to a person 24/7, but you do pay a premium price for that level of service, even if you don't use it.

Our goal is to give people who know what they are doing, an extremely economical solution to their hosting needs. I would say our network and hardware is comparable (if not better in some cases) to the majority of premier hosts. It just takes us a little longer to get to a ticket submission sometimes (Though usually we're within a two hour response frame for regular issues, andalmost immediate for critical reboots and down issues).


Last edited by BurstNET_CSM; 03-01-2011 at 11:32 AM.
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  #38  
Old 03-21-2011, 08:03 PM
glendo glendo is offline
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I decided to try a VPS with Burst cause at the price I had little to loose. Its turned out really well, all these negatives comments dont seem to apply to me. I have had no billing problems, support response has always been within half an hour, I have had no downtime caused by the network and seem to be on a very reliable node. I would definately recommend Burst to people on a tight budget.

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  #39  
Old 03-22-2011, 10:00 PM
UpsideOut UpsideOut is offline
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Quote:
Originally Posted by glendo View Post
I decided to try a VPS with Burst cause at the price I had little to loose. Its turned out really well, all these negatives comments dont seem to apply to me. I have had no billing problems, support response has always been within half an hour, I have had no downtime caused by the network and seem to be on a very reliable node. I would definately recommend Burst to people on a tight budget.
Agreed. I have several VPS machines with Burst and had a dedicated in the past. I've also worked with many VPS providers and Burst is by far in the upper tier, even for a value host.

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Last edited by UpsideOut; 03-22-2011 at 10:10 PM.
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  #40  
Old 03-23-2011, 10:15 AM
troboy troboy is offline
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I used their service around 6 month back. I just used for 1 month. I heard lots of mix reviews about them so I decided to test it out. When I had VPS with them, I didnt face any difficulties in terms of Network, Uptime.

I cant say about their support as I never opened any ticket.

Well, I have to say that Burstnet is a company which provides VPS for masses.

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