Web Hosting Talk : Web Hosting Main Forums : Reseller Hosting : Resellerzoom

[fergal]

Had a look at Resellerzoom, love their reseller plans esp starting on their budget reseller plan which looks good, however im concerned about their support which is advertised as being 24/7,( im in UK) i sent a few enquires off going on 48 hours now and no response, has anyone had any similar problems or is this rare? perhaps someone can recommend a similar host with similar plans? thanks.

[littlened]

Originally Posted by fergal

Had a look at Resellerzoom, love their reseller plans esp starting on their budget reseller plan which looks good, however im concerned about their support which is advertised as being 24/7,( im in UK) i sent a few enquires off going on 48 hours now and no response, has anyone had any similar problems or is this rare? perhaps someone can recommend a similar host with similar plans? thanks.

I'm in the UK, never ever ever had a response time of that long before. They are usually quick.

It is sales or support you've sent it too?

I have 3 accounts with RZ

[Til]

Sales, Billing & Customer Service only work on weekdays from M-F 9:00AM - 6:00PM CST. Most likely the have a lot of work to do after a weekend so that is why you have not gotten an answer yet.

As for Support: I am a client with RZ for over two years (I am in the Netherlands) and never had a response taken longer that a couple of hours, most of the times a lot quicker. And technical support is indeed 24/7.

You can't go wrong with them as far as my experiences go.

[fergal]

ok thanks for replies but if a pre-sales email takes this long then im not hopeful that a support query would be dealt with any quicker.weekend or not i find it rather poor.

[Til]

Sales & Technical support are two completely different departments, one working only weekdays, the other 24/7.

You will find that with a lot of companies it will be exactly the same and that it says nothing about the quality of tech.support

And with a 30-day Money Back Guarantee you can always try them out without any risk!

[Reseller Mike]

Yes thats too long! 48 Hours for a pre-sales email? Its a tuesday weekend is over! they should have time now to get back to his emails.

[mandarin]

Replies from support to the uk often take 2 - 3 hours for first response, which rarely answers the initial question. Anticipate 24 hours minimum for resolution to any issue. Record was 7 days to get sorted.

Just my experience from the UK.

[alex-developer]

Only during weekend the support reply very slow, as for the rest time they always reply within 15-30 minutes.

[ldcdc]

Only during weekend the support reply very slow

Very slow is vague. How many hours does it take to receive a response?

[mandarin]

Originally Posted by alex-developer

Only during weekend the support reply very slow, as for the rest time they always reply within 15-30 minutes.

You must be in a different UK time zone then. The times you quote are unheard of.

[littlened]

Originally Posted by mandarin

You must be in a different UK time zone then. The times you quote are unheard of.

I'm in the UK, and usually get a response from support within 30 minutes.

I think with resellerzoom you get great value for money.

[getin]

I once contacted them for a support inquiry. It took no more than 4 hours for their reply.

[linuxhostz]

It would be great if they have live chat support to backup their ticket support system and calm their clients.

[kjawaid]

RZ support staff is also outsourced to India .. so time difference won't be an issue i think .. most of the time live chat leads to ticket support ..

Plus the one and only negative point is that they don't support 24/7 phone technical support

[Rizal]

Just wondering if you receive their automatic acknowledgment email after you sent your initial email. If not, maybe the email did not go through to them.

Just send another email to them. RZ's response time is normally pretty quick, and they're very helpful.