Kenneth,
You've been a customer of Solar VPS for almost a year now. I honestly take this post very personally as we've always had a good relationship with you. I prefer to keep our business between us and our customers, however, since you felt the need to tell the WHT community about your frustration, I think its only fair to continue the matter here and share some of the history of our relationship with Web Hosting Talk.
I sent you a very detailed email explaining why your situation had not been resolved and why you had not been responded to. I will be perfectly honest with everyone and tell you that given the complexity of your issue ( as I also explained to you ), I put your issue on the back burner. Im not going to go into why we are so busy these days but suffice to say we are working on many great new things, combine that with temporarily losing some of our sales and billing staff, we've been seriously overworked and thus fallen behind. I want to publicly apologize for the absolutely horrible response time on your ticket, I wish it had not been let go so long. I take responsibility for you not being responded to and the issue being dragged out. Please accept my sincerest apologies.
My personal issue with this is that you've chosen to come here to WHT and say what you've said. Perhaps I'm being too sensitive, however, we pride our business on the relationships with build with our customers and I'm just trying to figure out where ours soured, so much so that you felt we didn't deserve a second chance ( with regards to your ticket response ) before you came to WHT to tell everyone you thought we had
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poor or no customer support
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... You emailed us today to follow up on your ticket from Dec 17 and I was in the process of responding to it when one of my colleagues alerted me to this thread. When you updated your ticket today, it was more than sufficient to get a response from us, which you did. Your
billing issue was resolved ( ticket opened with
sales ) and a full explanation was given to you about what HSPc will force us to do in order to provide you with the RAM upgrade, which we are more than happy to do for you. In fact, what we explained, needs to be done anyhow so that HSPc can properly manage your server.
I also thought it fair to point out/provide proof of how you see/have seen and reviewed our service. Your thread title is so absolute, as if you've just stumbled along some company who showed you nothing but a terrible experience, however, it is quite the opposite...
http://www.webhostingtalk.com/showpo...12&postcount=7
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I have used SolarVPS almost a year now, and are very happy. They offer VPS's both in the US and in the UK...
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http://www.webhostingtalk.com/showpo...8&postcount=19
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I have used http://solarvps.com several months now and are very happy. They have good servers and good and fast support...
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http://www.webhostingtalk.com/showpo...80&postcount=1
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One good thing with SolarVPS: They do always reply back very fast on support tickets. On medium or high priority ticket most of the replies take 1-5 minutes. The longest are 14 minutes. And I have tried support on the weekend also, still the same fast reply. And thats not all, they solve the problems fast also, so they dont give you a fast reply, but no solution on the problem, they give you both. So very good support...
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Correct me if I am wrong, but your positive reviews of our support and customer service stretch from February to October of 2007. As you said, you got your issue resolved very quickly after making a post here, however, it was not the WHT post that caused me to resolve your issue. I resolved your issue because you are a paying customer and you deserve to be taken care of. Your updating the sales ticket today is what caused me to revisit an issue I had forgotten about. I am very sorry that this happened. Our growth over the next several months will resolve some of these bottlenecks in billing and sales, however, it's truly a shame when a long time customer with a seemingly good relationship with us feels they have to make a post like this. I've spent a considerable amount of time writing this response in an effort to prevent other potential customers from getting the wrong idea. This time could have been far better spent on more constructive things. The information you provided in your thread is true, however, this situation could have been handled more constructively. In the future, if there is an issue of yours not being resolved, please email me personally and I will be happy to get it done.
Kenneth, we sincerely value both our relationship with you and your business. Regardless of how this incident played out, I think your overall experience with us has been very good. Let's make it a New Years resolution to speak with each other if there are any issues and we will do everything in our power not to let your requests, or any customers requests for that matter, go unresolved like this.
Looking forward to another great year of business with you.
Our Relationship with Kenneth
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