JB I am responsible for both the sales and the support teams at Tucows. At this point I will not waste any of your time explaining what has happened. This level of service is completely unacceptable, and I will describe to you the expectations that I have of these teams. If you do not agree, please tell me. If we continue to not achieve what I have set out, tell me.
Support - If you open a ticket via email to reseller-support@, you will receive an auto-reply informing you that we have received it - When you submit a ticket in the morning, you should expect that we have responded and closed the issue by that afternoon. If you open a ticket in the afternoon, expect that we have responded and closed the ticket by the next morning, although frequently it will be addressed that same afternoon. Some times the issues will require an exchange of additional information, and this may lengthen the time to completion, but this is the exception and we are communicating with you through this process. - If you call the 1-800 number to open a ticket during 8:00AM-8:00PM EST hours, you should expect to get someone live within 45 to 60 seconds. As with email, most issues are resolved during the first exchange, and it is my expectation that we are doing so. - Finally, I expect that all the technical support reps are properly trained, skilled and can answer questions across all Tucows services. If it is not a technical issue, they understand who within Tucows to transfer you to, and do so. Sales - If you send in a question via email to sales@, you will again recieve an auto-reply informing you that we have received it. - You should expect to receive an answer back within a few hours. - You should expect to receive an informative, helpful and relevant reponse. A link to a website where you can find more information is not an answer to your question. - If you call the 1-800 number during 8:00AM-6:00PM EST hours, you should expect to get someone live most times. If you do not, there are two options presented to you 1) to leave a message, or 2) to wait for a sales rep to take the call for up to a maximum of 6 minutes, when you will then be asked to leave a message. You should expect to receive a call back within a few hours. - When you question the value of our services and their pricing, I expect that a sales rep can articualte the advantages and benefirts of our serivce, and describe how it is different from the alternative you are considering. I am also realistic, and know that in some cases the competitive service may be the best option for you and your customers. But at a minimum, the sales rep has explained the differences and you are able to make an informed decision. - Again, as in the tech support reps, I expect the sales reps to be properly trained, skilled and have the ability to answer questions across all the Tucows services, or know where to get the answers for you. I believe these to be reasonable, appropriate and achievable objectives. It is what I would expect of my suppliers. Again, if you think these should be modified in anyway, please let me know. And for any other of our partners, if you are not experiencing these levels of service, let me know directly at [EMAIL PROTECTED] Dave -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of JB Segal Sent: Thursday, October 19, 2006 4:39 PM To: [email protected] Subject: [domains-gen] When'd reseller-support@ and sales@ go to s--t? (fwd)(fwd) A few days ago, I sent the following to this list from a different address. It was never approved through the moderation queue, nor was it rejected. -- -- -- -- -- I opened a ticket via mail to reseller-support on 10/6 and got the auto-reply promptly. On 10/12, having heard nothing, I sent a ping saying "Hi?" As the issue at hand might be something handled by sales, I cc'd [EMAIL PROTECTED] CoB 10/7 I'd heard nothing and left VM for sales saying "please call me on Monday" and send more mail to the ticket and to sales. Today, after sitting on hold with sales' HORRIBLE hold music (yeah, I know, that's a matter of opinion. :) for 45 minutes, I left more VM, and sent more mail. Now I'm taking it public. As the question at hand is one of cert pricing and "Why should I stay with tucows for certs when the wholesale hear is more expensive than the retail at other places", and a rapid reply of "our customer (reseller) service actually cares about you" would've probably gone a long way, this total non-responsiveness is NOT heartening in ANY way. Is anyone hearing back from reseller-support@ or [EMAIL PROTECTED] Has anyone gotten their VM returned? Thanks, JB (the other one) -- -- -- -- -- (Just noticed the typo. Ick.) A few hours after sending it, I received mail from someone in sales (in reply to the ticket) telling me where I could find the wholesale pricing for certs. I replied to that at 6:20 in the afternoon: ====== Thanks, but that wasn't the question. In the original mail that opened the ticket, I said: " Question (and I've spent some time looking through the various archives but haven't found anything... then again, the search functionalities are really pretty weak, sorry to say): What is up with cert pricing?? If I go to directnic.net and look at their RETAIL prices, I get: SSL Certificates InstantSSL Pro PremiumSSL PremiumSSL Wildcard Fee US$45.00 1 Year US$60.00 1 Year US$425.00 1 Year Compared to my WHOLESALE prices of $70/$100/$100/$449 This disparity is disturbing. I /want/ to stay with tucows as my single-source for this sort of thing, but at these price points, I don't see how I can. Thanks, JB " What I need is a reply that says why my customers should be paying me ($70+my profit) for what they can get from DirectNIC for $45. The difference between ($10+my profit) and (various bottom-of-the-barrel domain houses) is MUCH easier to sell. ====== The next day, I sent the following: ====== So, I realize that it's only been 17 hours, and most of those were outside normal business hours, but I gotta say that I was expecting a more rapid reply to this than the one I haven't gotten yet. I also have a sneaking suspicion that I only got the reply when I did because of the nasty mail I sent to domains-gen (from a different account) (which hasn't actually been approved yet, and which I'm going to resend in a couple of hours, with this update added, from the proper (subscribed, pre-approved) address.) and this idea is fairly distressing, really. I look forward to hearing from you soon, ====== That was yesterday, 11:30am. Nothing, another 17 hours later. What the hell's going on here? I asked a simple question, if a fairly annoyed one, on October _6_. 13 days later, I've received ONE answer, and that wasn't even to the question I asked. I used to feel like I could count on tucows to support my reselling, but I've been really shaken in that belief over the past 2 weeks. My customers are kinda pissed, too. JB _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
