horrible customer service Options

[booob]

I have a problem with costumer service ( online chat ) .

I already writ ticket with my problem and wait 24 hours for any response, then I think it's will be much better to writ it in forums .

I have 3 tickets waiting for response, all that's happen to me cause I upgrade my server to new server, I really hate the Emails promotion .

copy of ticket : 5170744PLNT

I contact Sales department and chat with Daniel Crow, i ask him that how much will cost me to security setup fees, and he told me that i open ticket with that and i have to edit update the ticket !! i just want to make double check with the price cause there is some thing wrong with price in ticket .

i told him what's wrong if you answered me with my question, he ignored me and end the chat !!!

is that the way to talk with customer ?
i tray to contact him again but they told me he was busy, and I m sure that he wasn’t busy and we don't to talk to me .

copy of chat season .



Please wait while we find an agent to assist you...
You have been connected to David G.
Customer: hi
Customer: can talk with Ryan
Customer: can i talk with Ryan
David G: Thank you for contacting The Planet Customer ServiceTeam! How may I assist you today?
David G: what dept is Ryan in?
Customer: i think in sales
David G: Can you verify your username and last 4 of your password for Orbit please?
Customer: c******a
q**b
David G: I thank you for contacting The Planet. Please hold while I transfer you to our Sales Department. One moment please.
David G has left the session.
Please wait while we find an agent from the Sales department to assist you.
You have been connected to Daniel Crow.
Customer: hi
Daniel Crow: Ryan isnt currently here
Customer: ok, can i now how much will cost me to make security setup for my server ?
Daniel Crow: 5168696PLNT
Daniel Crow: please ask in this ticket
Daniel Crow: as you are already asking for the cost, and davisson Nguyen has answered your qeustion
Customer: but Ryan told me that will cost me one time fees for $150
Daniel Crow: please update that ticket
Customer: and i already do it before 6 monthes with same fees
Daniel Crow: for further help
Customer: what's problem if answered my question ?
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.


i ask for Sales manger Email address on online chat but they told me that they don’t have it !!!

Most of customer service in THE PLANET are really helpful and I appreciate for them that .

[Jeff]

I'm just a customer, but there might be a language barrier that the rep wasn't comfortable overcoming.

When you say:

ok, can i now how much will cost me to make security setup for my server ?

What exactly do you want done? A one time hardening of the basic OS only? Have you clearly outlined what you want done in the ticket that the sales agent could see?

Edit: thinking about it, if it's in the realm of professional services that must be quoted, maybe the sales rep wasn't equipped to quote a custom work order request... I don't know if this is still the case.

[booob]

hi Jeff

I'm sorry, but I'm trying to do my best to explain and writ in English .

What I'm asking for is one time fees to do some security setup and stuff, I don't know any thing about servers security .

Before 6 months I ask for this service and they told me they only will charge me on time fees for $150, and I do it for my old server, now I canceled my server cause I have a new server .

I change my server before 2 days ago, and I ask the online chat and they told me it's will cost me on time fees for $150 but I have to place ticket .

I writ ticket and one from sales department told me it's will cost $50 monthly !!

I come back to online chat to do double check, I talk with one of sales dept (Daniel Crow) .

When I ask him about the price he told me that I writ ticket regard this subject and he didn't answer my Question, then he close the chat !!!
I tried to contact him again and other stuff told me he are busy !! that's mean he don't want to talk with me and he close the chat purposely !!!
You can Read the chat conversation .

I have 3 tickets still one with out any update !!

Before that's never happen and the service was running in perfect and all the support team and sales are helpful .

I tried to get the sales manger Email address to explains for him and send to him the chat conversation, cause I'm one of thousand costumer, and I should be have some respected .

waiting for sales manger or one of senior stuff Replays !!

[Reesy]

I have come across this many times, the people on chat fail to understand why you are there 99% of the time.
Often the reason you are there is you are following up on a ticket which hasnt been updated in X hours, or is unclear etc.

The managers name of the sales department is/was Jeff Wagner and Ryan`s name is probably Ryan Bergland (a very helpful guy from my experience).
HTH

[booob]

I have come across this many times, the people on chat fail to understand why you are there 99% of the time.
Often the reason you are there is you are following up on a ticket which hasnt been updated in X hours, or is unclear etc.

The managers name of the sales department is/was Jeff Wagner and Ryan`s name is probably Ryan Bergland (a very helpful guy from my experience).
HTH

i talk with Ryan before few days ago, and he really was helpful, i try to contact him again but i couldn't find him .

[JohnB]

A few months ago I was cut off from Sales.

If your not wanting to buy something there and then, they arnt interested in talking to you and get rid of you to move onto the next possible commission maker.

[XGhozt]

I recommend editing your post and not sharing your account or password details with the world.

[Kevin Hazard]

Because I'm not sure where "horrible customer service 1 of 2" is, I'm going to edit out the "2 of 2" in the title ... if I find "1 of 2," I'll tack it back on.

Looking through the chat and the related tickets, the communication barrier is clearly the cause of this confusion. If I understand it correctly, the customer wants OS hardening performed on his server. Previously, the only avenue for OS hardening was professional services (at $150/hour).

OS hardening can now be performed by our Alpha Advanced Services team. The customer was offered the first month of service free with the Alpha Advanced Services promotion we were running at the end of last month, and moving forward, the service would be available at the monthly priced cited in the tickets. Alpha Advanced Services do not require any long-term contracts, so the customer could theoretically harden his system once (as he did with professional services) and end up saving a considerable amount of money.

I'll shoot this thread over to the sales department to show them how our response was misunderstood and how it is important to remind the customer that the new option presented is intended to save money, not cost more in the long-run.

Server security is generally not a one-time maintenance, so the $40/mo security offering from our Advanced Services team provides a great deal more peace of mind than an initial server/OS setup and hardening. At $40/mo with a free first month, the customer could have 4 months of service for $30 less than the one-time fee for Professional Services. Professional Services is certainly qualified to perform this maintenance, but with more cost-effective ways to handle the straightforward hardening process, the sales reps advised a different avenue.

[Tomy Durden]

I've just sent an email to one of our sales managers to review this thread and the tickets mentioned. Hopefully we can get them resolved quickly.

[booob]

Because I'm not sure where "horrible customer service 1 of 2" is, I'm going to edit out the "2 of 2" in the title ... if I find "1 of 2," I'll tack it back on.

Looking through the chat and the related tickets, the communication barrier is clearly the cause of this confusion. If I understand it correctly, the customer wants OS hardening performed on his server. Previously, the only avenue for OS hardening was professional services (at $150/hour).

OS hardening can now be performed by our Alpha Advanced Services team. The customer was offered the first month of service free with the Alpha Advanced Services promotion we were running at the end of last month, and moving forward, the service would be available at the monthly priced cited in the tickets. Alpha Advanced Services do not require any long-term contracts, so the customer could theoretically harden his system once (as he did with professional services) and end up saving a considerable amount of money.

I'll shoot this thread over to the sales department to show them how our response was misunderstood and how it is important to remind the customer that the new option presented is intended to save money, not cost more in the long-run.

Server security is generally not a one-time maintenance, so the $40/mo security offering from our Advanced Services team provides a great deal more peace of mind than an initial server/OS setup and hardening. At $40/mo with a free first month, the customer could have 4 months of service for $30 less than the one-time fee for Professional Services. Professional Services is certainly qualified to perform this maintenance, but with more cost-effective ways to handle the straightforward hardening process, the sales reps advised a different avenue.

Has opened the Topic to clarify the handling of Mr. David G to me, not to claim the offer already received.
Thank you for your interest and Todig.

Incidentally I wrote the title of the topic 2-2 because there are offended guy like me writing in the previous issue, and wrote this 2-2, which is subject link : click here

[booob]

I've just sent an email to one of our sales managers to review this thread and the tickets mentioned. Hopefully we can get them resolved quickly.

Hello Mr.Tomy
Thank you for your cooperation with the subject.
I appreciate that you