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.