here's my tech support chat from today that made me change my mind. Am I wrong to think that 22 hours is an unreasonable amount of time for a website to be down before tech support looks at it??
Ashley B. Thu, 12/03/15 08:59:34 pm America/New_York
Hello Jill . How may I help you?
Jill 09:00:06 pm
I have a website that's been down for 24 hours. need help escalating this
Ashley B. 09:01:17 pm
Just a moment.
I'll see what I can do, Jill, but we do process our tickets in the order they are received. I do apologize, but it may be a bit of time. Also, if you reply to the ticket more than once before we do, it bumps it to the back of the line, causing further delays, just FYI.
Jill 09:03:15 pm
this is unacceptable. my ticket has been in for over 24 hours.
this is unacceptable customer service
Ashley B. 09:04:25 pm
22 hours. Less than 22 hours, actually, since you submitted the ticket, and as I said, if you reply to the ticket before we do, it bumps it to the end of the line (looks like you replied twice after you submitted it). I do apologize, I'm only telling you this for future reference. I have notified someone of your ticket and they will look into that just as soon as they can.
Jill 09:04:54 pm
do you think 22 hours is a reasonable amount of downtime for a website
Ashley B. 09:05:19 pm
No, Jill, but as I said, the reason it took us so long to see your ticket is because it was bumped to the back of the queue twice.
I do apologize for the inconvenience, I have a tech looking into your ticket for you now.
Was there anything else I can help you with tonight?
Jill 09:10:49 pm
that's it - I just really want the website back up
Ashley B. 09:11:37 pm
Okay, we'll get that done as soon as we can.
Jill 09:12:12 pm
I replied the second time because the tech sent me an email about MySQL processes, but it was not an answer, and the site was not back up. how am I supposed to NOT respond?
i didn't respond for 10 hours, as I thought he was still working on it
and i finally realized he wasn't, and had to respond.
how can responding to a ticket that isn't fixed, that i get no status on, a bad thing?
how can asking what is going on knock me to the back of the queue? that's a terrible system
Ashley B. 09:13:26 pm
You responded twice before the tech sent you that is what I said, Jill. You had replied to the ticket you created twice before my tech even got a chance to.
I apologize, but that's how it works. Replies move to the back of the queue.
Jill 09:15:13 pm
how much time passed, from your view, between when the ticket was first created, and when I inquired about status?
Ashley B. 09:15:35 pm
Looks like about 6 hours or so, which is pretty typical for our tickets. I've seen tickets take longer than 24 hours for a response depending on the size of the queue
Jill 09:16:31 pm
well i can tell you what, I'll be changing hosts
that's an unacceptable amount of time to respond to a ticket
Ashley B. 09:17:11 pm
I'm sorry you feel that way, Jill. I wish you luck in finding a host that takes less time than that to answer their tickets.
Jill 09:17:34 pm
you guys used to answer in 15 mins. but that was back when Tim Dorr owned it
Ashley B. 09:18:38 pm
I really do apologize that we don't meet your needs or expectations for our ticket turn around time, Jill.
Was there anything more I can assist you with tonight?
Jill 09:20:24 pm
no that's it
Ashley B. 09:20:31 pm
Have a good night
Duration: 20m 59s
Chat has been opened from website: https://asmallorange.com/