Web Hosting Talk : Web Hosting Main Forums : VPS Hosting : VPS.net

[johanaj]

Do their "support" staff ever give support hat doesn't consist purely of trying to upsell?

I've been with them for the last 6 months and have yet to see them give an answer that doesn't "require" spending more money. For instance, at the start of the month we were getting just awful performance and speed issues so we created a ticket. It was blame us, buy more, you fix it until 16 emails and TWO DAYS later they admit that they were having SAn issues on the cloud.

Absolute rubbish and completely par for the course with any and all of my interactions with them.

Wouldn't choose to do business with them again in a pink fit.

[stach14]

Sounds like you have had a rough 6 months. Maybe its time to move on to a hosting provider that actually provides the support you are expecting and deserve? Upselling is nice if you are in a situation that you need it performance wise, but pushing that before helping everytime, well might be time to move on.

[shell-box]

Sounds like it is time to look for a new host! Lots of companies upsell but you should receive the support you need before they try to sell you more.

[ModelWebHost]

Its the time to move to another host because a customer can bear anything other than bad support.

[IGobyTerry]

Jo, I believe I spoke with you briefly this morning. Sorry you feel we're trying to upsell you on something you don't need. From what I can tell it looks like the server you're using needs to be optimized for your type of traffic, which is what our team is suggesting. It's not necessarily that you need more resources but instead that the services you're using need optimized or replaced with an equivalent.

[johanaj]

Originally Posted by IGobyTerry

Jo, I believe I spoke with you briefly this morning. Sorry you feel we're trying to upsell you on something you don't need. From what I can tell it looks like the server you're using needs to be optimized for your type of traffic, which is what our team is suggesting. It's not necessarily that you need more resources but instead that the services you're using need optimized or replaced with an equivalent.

Hi there Terry. I appreciate your reply to my email.

I'm happy to get advice on what we can do to optimize our servers but my issue is that when the servers or the clouds are experiencing hardware or network issues, the answer to a report of extremely poor performance should be to tell the customer that the cloud is experiencing difficulties, what those difficulties are and when they should be resolved.

Not to delay passing on that information for hours and hours and refusing to acknowledge any responsibility for poor performance.

There are other oddities we've noticed in how our servers handle traffic and I've asked specifically about it numerous times and have yet to receive a straightforward answer.

What happens when your customer service representatives start to act like that is it destroys the trust clients have in your business and it brings into question the validity of every response we get from your representatives.