I would like to comment on the Tucows support team. In the six years I have dealt with your support team I have found them to be the best. These guys go above and beyond expectations. I'm not sure where the break down was in this one incident, but I can attest from my personal experience that this is not the norm.
Given the amount of problems recently with the Tucows email and some domain provisioning, I can only imagine call and ticket volume has increased. I don't think you can realistically ask for better service during these peak times. I do think however, there are bigger issues with bug fixes, or response time on escalation issues beyond the control of your support team. I think if there was any improvement needed it would be in this area. I want to personally thank Tucows support for their professionalism and follow through. Sincerely, Maxine Appleby Dave Woroch wrote: >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 > > _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
