I generally recieve a response within a few minutes to an hour when submitting a ticket. If I have something that's priority I call them and have some one pick up the phone within a couple rings. The problem is always fixed right there while I'm on the phone. Probably takes you longer to type your name into a livechat then to ring them up.
I have been working with Liquidweb regarding moving my servers as well, and have found the same situation! Travis on this board seems very good, but their overall sales efforts are very low key.
Maybe this is a good thing - better tech support than sales! Everyone seems to agree that their service response is excellent! It ticks me off a bit to have to out a little effort into getting a salesperson, but I had the same issues with Rackspace, and I think it's impressive that their management takes the time to defend their company on this board.
I see this as an inherrent problem - sales and support staff should be seperate (but related within the scheme of things). Obviously, support inquiries get higher priority, but what happens if the queue is filled with sales tickets and an urgent support ticket comes in - but everyone is already busy responding to sales inquiries? The logical thing that I see happening would be is that:
a) the customer would call in and get their issue taken care of at the cost of a few sales inquiries (if they are US based, or wish to pay international call charges).
b) The customer waits for the barrage of sales tickets to be completed so their issue can be addressed appropriately.
While most people would probbably do (a) as a follow-up to an urgent ticket, it really shouldn't happen that way if the issue is of an emergency or critical nature - it still shouldn't happen that this is neccessary.
However, I can also see the point of tasking the support team with sales inquiries - 24/7 coverage. This is all well and good, but I would set it up so there's a designated tech or two to cover sales inquiries after-hours, leaving everyone else to do their paid job: supporting existing customers.
I'm not trying to put LW or anyone else down, but to compress two departments into one, while it makes financial and strategic sense to LW, seems to be hurting both new and current customers as evidenced by this thread (and I'm sure there are many others like it if you search).
Just my $0.02 cents.
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Their tickets do take a while to get answered in all honesty. I find that their average ticket response time is about two-three hours which is alot when compared to other Datacenters Ive used. Telephone support is on the other hand very good, so if you dont mind calling them up when you need urgent assistance it shouldnt be a problem.
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