On 3/15/07 2:34 PM Hutch Morzaria wrote: > > We expect all emails/tickets to be responded to in 8hr's or less (this > means > if you send a ticket in before 8am you should expect a response prior to > 4pm > that same day & if you send a ticket in after 4pm, your response will > generally be the following morning). > > We are currently staffed & provide email support 7 days a week while our > phone support is available from 8am-8pm Monday to Friday. We are moving > towards 7 days on phone support (which was actually one of the drivers for > the hiring of the new staff) & expect to roll that our fairly quickly once > we've caught up on our backlog of tickets over the coming 1-2 weeks.
Hello, Unfortunately, Hutch, the expectations are not the reality. There is something seriously wrong with Tucows's support system; a fact, not an opinion, known by resellers and some at Tucows. Over a month ago I submitted emergency requests via RWI, followed up with phone calls (had to leave voicemail) and no action was taken; I didn't even get a ticket number. That is until I personally wrote Elliot expressing my disgust at where Tucows is now as opposed to where it was some time ago. Even then, after the CEO lit a fire under folks my issues got placed on the backburner and were never followed up on. I currently have three tickets - two emergency tickets over a month old - and one follow-up ticket wondering why my emergency issues were not addressed. The result of that final query was ticket numbers being sent to me from the original requests, and nothing beyond that for a week or more. Yes, I have called too, and sat on hold till I hung up. The one time I actually did talk to a service rep he said he would have to check with "back line" about my issue and get back to me. He never did. Tucows - the support system, and actually some service reliability, is in a shambles. We, and our customers depend on you. You're not making us look good, and that's bad for you too. Response? /rant Todd _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
