Im so upset with Planet.
We have been a loyal customer for years first with Rackshack, then EV1. Recently we have been finding support which used to be great is now realy terrible. It seems to me that they just either dont care or dont have the resources any more to fix problems or respond to tickets in a timely fashion. Already on one of our servers has so many unfixed problems and going offline so often several times a day we have had to start arranging an alternertive server supplier and will need to transfer everything which is very annoying. It seems that therre is not teh resources to fix issues with the ticket system anymore and response is very slow
What I woudl be interested in is if the current support resources are going to be increased or improved or do we need to plan to moev our other servers elsewhere too?
Full Version: Support going down hill?
Hi,
Many people have had similar problems as you.
If you post any of your open ticket numbers Brooke will look into them and try and get it resolved for you.
Good luck
Many people have had similar problems as you.
If you post any of your open ticket numbers Brooke will look into them and try and get it resolved for you.
Good luck
Thanks JohnB, yes I will! 
288archer would you mind posting your ticket numbers so I may look into what's been happening on your account? You may PM them to me if you would prefer.
In regards to your question about support, yes we are working hard to make improvements including additional training and the hiring of additional staff. I personally feel that the vast majority of our current technicians are brilliant and professional, but we definitely need more of them and we need to better train the technicians we have.
288archer would you mind posting your ticket numbers so I may look into what's been happening on your account? You may PM them to me if you would prefer.
In regards to your question about support, yes we are working hard to make improvements including additional training and the hiring of additional staff. I personally feel that the vast majority of our current technicians are brilliant and professional, but we definitely need more of them and we need to better train the technicians we have.
QUOTE (Brooke-Marketing @ Jun 20 2007, 10:52 AM) 
Thanks JohnB, yes I will!
288archer would you mind posting your ticket numbers so I may look into what's been happening on your account? You may PM them to me if you would prefer.
In regards to your question about support, yes we are working hard to make improvements including additional training and the hiring of additional staff. I personally feel that the vast majority of our current technicians are brilliant and professional, but we definitely need more of them and we need to better train the technicians we have.
288archer would you mind posting your ticket numbers so I may look into what's been happening on your account? You may PM them to me if you would prefer.
In regards to your question about support, yes we are working hard to make improvements including additional training and the hiring of additional staff. I personally feel that the vast majority of our current technicians are brilliant and professional, but we definitely need more of them and we need to better train the technicians we have.
Hello Brooke,
Thanks for your message but Im am afraid on this occasion it is too late
The case of that problem server i mentioned we had already given up earlier this week trying to get any support from Planet as for about three months a ticket often meant a wait of hours to get a ticket answered and then hours while the server was down for "an investigation" which didnt result in the hardware being fixed at all, and consequently the server carried on going offline several times a day. The server hardware fault was obviously getting worse by the day as it increased the number if times it broke down each day without ever getting properly fixed - and we reckoned it only a matter of time before we loose it completely and with such response it was not worth the risk to us any more and you sadly gave us no choice other than to move to another company.
In this case in the end we simply gave up on the planet support and have spent all this week transferring all the data to a server at another server provider where all the sites are now working just fine and we will shortly be cancelling that server
However we have other servers with the planet and realy sincerely I do hope you can get more technicians soon as I fear that at the first sign of any of our other servers at the Planet developing a fault we would move it straightaway rather than go through months of hassle. This realy is a shame as we had been with you since Rackshack started and i never though we would ever get any servers elsewhere
I think you got good guys working there based on our experience in previous years but I think if you are growing bigger you need to hire a lot more people or risk starting to get a bad reputation
seems like a real serious issue here...
seems like many had left to other providers. why is theplanet only thinking of hiring new staffs only now?
seems like many had left to other providers. why is theplanet only thinking of hiring new staffs only now?
Hi Brooke,
I have a support ticket which I am really trying to get a response to: 4109585PLNT
Thanks a lot,
Matt
I have a support ticket which I am really trying to get a response to: 4109585PLNT
Thanks a lot,
Matt
QUOTE (bronco92 @ Jun 22 2007, 06:20 AM)
Hi Brooke,
I have a support ticket which I am really trying to get a response to: 4109585PLNT
Thanks a lot,
Matt
I have a support ticket which I am really trying to get a response to: 4109585PLNT
Thanks a lot,
Matt
Hello bronco92,
I have forwarded your ticket onto your account manager for his review and so he may update you in it's status.
-Isaac K.
QUOTE (288archer @ Jun 22 2007, 01:24 AM)
Hello Brooke,
Thanks for your message but Im am afraid on this occasion it is too late
The case of that problem server i mentioned we had already given up earlier this week trying to get any support from Planet as for about three months a ticket often meant a wait of hours to get a ticket answered and then hours while the server was down for "an investigation" which didnt result in the hardware being fixed at all, and consequently the server carried on going offline several times a day. The server hardware fault was obviously getting worse by the day as it increased the number if times it broke down each day without ever getting properly fixed - and we reckoned it only a matter of time before we loose it completely and with such response it was not worth the risk to us any more and you sadly gave us no choice other than to move to another company.
In this case in the end we simply gave up on the planet support and have spent all this week transferring all the data to a server at another server provider where all the sites are now working just fine and we will shortly be cancelling that server
However we have other servers with the planet and realy sincerely I do hope you can get more technicians soon as I fear that at the first sign of any of our other servers at the Planet developing a fault we would move it straightaway rather than go through months of hassle. This realy is a shame as we had been with you since Rackshack started and i never though we would ever get any servers elsewhere
I think you got good guys working there based on our experience in previous years but I think if you are growing bigger you need to hire a lot more people or risk starting to get a bad reputation
Thanks for your message but Im am afraid on this occasion it is too late
The case of that problem server i mentioned we had already given up earlier this week trying to get any support from Planet as for about three months a ticket often meant a wait of hours to get a ticket answered and then hours while the server was down for "an investigation" which didnt result in the hardware being fixed at all, and consequently the server carried on going offline several times a day. The server hardware fault was obviously getting worse by the day as it increased the number if times it broke down each day without ever getting properly fixed - and we reckoned it only a matter of time before we loose it completely and with such response it was not worth the risk to us any more and you sadly gave us no choice other than to move to another company.
In this case in the end we simply gave up on the planet support and have spent all this week transferring all the data to a server at another server provider where all the sites are now working just fine and we will shortly be cancelling that server
However we have other servers with the planet and realy sincerely I do hope you can get more technicians soon as I fear that at the first sign of any of our other servers at the Planet developing a fault we would move it straightaway rather than go through months of hassle. This realy is a shame as we had been with you since Rackshack started and i never though we would ever get any servers elsewhere
I think you got good guys working there based on our experience in previous years but I think if you are growing bigger you need to hire a lot more people or risk starting to get a bad reputation
I'm sorry to hear that you had to move your server. That's really a shame, I feel terribly about it.
Would you mind PM'ing me your ticket numbers or a customer ID anyway? I'd like to review your tickets with the manager of technical support. I'm sure it will help us identify areas where we need improvement.
QUOTE (Sales-Isaac @ Jun 22 2007, 12:49 PM)
Hello bronco92,
I have forwarded your ticket onto your account manager for his review and so he may update you in it's status.
-Isaac K.
I have forwarded your ticket onto your account manager for his review and so he may update you in it's status.
-Isaac K.
I just took a look at it too and I see that our very own forum denizen / professional services guru jerickson has replied. Things are definitely looking up in that ticket. I will look at it again later today and make sure you're taken care of, bronco92.
Hi bronco92! I see that Eric Layton has correct the issue with your monthly transfer limit. Please let us know if there's anything else you need help with.
"Support going down hill?"
Sales support is already at the bottom of the hill, they can only go up, I have already said it all and I am sure they will continue to lose thousands a month in business until they improve their system of service delivery, if their is a system to improve on?
Billing support takes a while to resolve issues which may be warranted because of the nature of the money issues, my problem is they barely ever aknowlege they are working on an issue or update tickets until closed it's like they are hidden somewhere and are not allowed to communicate with the outside world, although if you get someone on the phone my experiece has been good!
As far as tech support I personally have had no problem with actual support both in Houston and now in Dallas, the support techs have always been great! I have had an increase in problems with tickets not being updated or worked on unless I call to inquire about the status which is not good but for now I have just added tracking and follow-up to my list of duties but when I do call to follow-up I alwys get friendly and professional service that normally includes action.
I would love to see a report of the number of tickets open accross the board (all departments and assigned areas) and the aging of those tickets, but most important does anyone else see such a report daily? It's my opinion supervision on a departmental level should get a resport and a key management person should get a report on all open tickets daily and someone should be accountable to someone as part of some internal quality control program. What is TP's policy on ticket response time and frequency of updates to customer?
That's my thousand dollars worth
Sales support is already at the bottom of the hill, they can only go up, I have already said it all and I am sure they will continue to lose thousands a month in business until they improve their system of service delivery, if their is a system to improve on?
Billing support takes a while to resolve issues which may be warranted because of the nature of the money issues, my problem is they barely ever aknowlege they are working on an issue or update tickets until closed it's like they are hidden somewhere and are not allowed to communicate with the outside world, although if you get someone on the phone my experiece has been good!
As far as tech support I personally have had no problem with actual support both in Houston and now in Dallas, the support techs have always been great! I have had an increase in problems with tickets not being updated or worked on unless I call to inquire about the status which is not good but for now I have just added tracking and follow-up to my list of duties but when I do call to follow-up I alwys get friendly and professional service that normally includes action.
I would love to see a report of the number of tickets open accross the board (all departments and assigned areas) and the aging of those tickets, but most important does anyone else see such a report daily? It's my opinion supervision on a departmental level should get a resport and a key management person should get a report on all open tickets daily and someone should be accountable to someone as part of some internal quality control program. What is TP's policy on ticket response time and frequency of updates to customer?
That's my thousand dollars worth
QUOTE (surfbill @ Jun 28 2007, 11:14 AM)
"Support going down hill?"
Sales support is already at the bottom of the hill, they can only go up, I have already said it all and I am sure they will continue to lose thousands a month in business until they improve their system of service delivery, if their is a system to improve on?
Billing support takes a while to resolve issues which may be warranted because of the nature of the money issues, my problem is they barely ever aknowlege they are working on an issue or update tickets until closed it's like they are hidden somewhere and are not allowed to communicate with the outside world, although if you get someone on the phone my experiece has been good!
As far as tech support I personally have had no problem with actual support both in Houston and now in Dallas, the support techs have always been great! I have had an increase in problems with tickets not being updated or worked on unless I call to inquire about the status which is not good but for now I have just added tracking and follow-up to my list of duties but when I do call to follow-up I alwys get friendly and professional service that normally includes action.
I would love to see a report of the number of tickets open accross the board (all departments and assigned areas) and the aging of those tickets, but most important does anyone else see such a report daily? It's my opinion supervision on a departmental level should get a resport and a key management person should get a report on all open tickets daily and someone should be accountable to someone as part of some internal quality control program. What is TP's policy on ticket response time and frequency of updates to customer?
That's my thousand dollars worth
Sales support is already at the bottom of the hill, they can only go up, I have already said it all and I am sure they will continue to lose thousands a month in business until they improve their system of service delivery, if their is a system to improve on?
Billing support takes a while to resolve issues which may be warranted because of the nature of the money issues, my problem is they barely ever aknowlege they are working on an issue or update tickets until closed it's like they are hidden somewhere and are not allowed to communicate with the outside world, although if you get someone on the phone my experiece has been good!
As far as tech support I personally have had no problem with actual support both in Houston and now in Dallas, the support techs have always been great! I have had an increase in problems with tickets not being updated or worked on unless I call to inquire about the status which is not good but for now I have just added tracking and follow-up to my list of duties but when I do call to follow-up I alwys get friendly and professional service that normally includes action.
I would love to see a report of the number of tickets open accross the board (all departments and assigned areas) and the aging of those tickets, but most important does anyone else see such a report daily? It's my opinion supervision on a departmental level should get a resport and a key management person should get a report on all open tickets daily and someone should be accountable to someone as part of some internal quality control program. What is TP's policy on ticket response time and frequency of updates to customer?
That's my thousand dollars worth
The quick answer to your question, surfbill, is yes. Our ticketing systems generate reports that show tickets in all departments. These reports are available for all members of our management team and reviewed constantly by each departments' direct managers.
Each of The Planet's departments, including sales, support, billing, and abuse, are accountable for their own tickets. Specifically supervisors are held accountable for tickets on their shifts that have not been updated or resolved within service level agreements.
Our customer-facing groups are working toward updating tickets in a more timely manner. Additionally the creation of a customer advocacy group is in the works. This new group will be tasked with monitoring tickets and working with department supervisors to ensure we're reaching out to customers in every way possible.
Not to imply that others arent having issue, but I have had several supportt issues since I got my new box (most dealing with normal new box set up such as RDNS set up and adding services, but one major one with a HDD failure). EVERY ticket was addressed very quickly. If I have a TT that I want be 100% sure that a tech is aware of, I'll enter the ticket and then IRC into irc.ev1.net:6667 and mention to the TP staff present that I have an issue that could use some attention. I hope that whoever it is thats having issues can get the same level of support that I have been getting. Whne this merger - buy out - whatever you want to call it took place between TP and EV1 I was (shall we say) concerned over the level of support in the 'new' company. If the over all experience I have had with the new box I got recently is any indication of how TP will be, I will be a very happy camper.
DB
DB
QUOTE (Brooke-Marketing @ Jun 28 2007, 08:56 PM)
The quick answer to your question, surfbill, is yes. Our ticketing systems generate reports that show tickets in all departments. These reports are available for all members of our management team and reviewed constantly by each departments' direct managers.
Each of The Planet's departments, including sales, support, billing, and abuse, are accountable for their own tickets. Specifically supervisors are held accountable for tickets on their shifts that have not been updated or resolved within service level agreements.
Our customer-facing groups are working toward updating tickets in a more timely manner. Additionally the creation of a customer advocacy group is in the works. This new group will be tasked with monitoring tickets and working with department supervisors to ensure we're reaching out to customers in every way possible.
Each of The Planet's departments, including sales, support, billing, and abuse, are accountable for their own tickets. Specifically supervisors are held accountable for tickets on their shifts that have not been updated or resolved within service level agreements.
Our customer-facing groups are working toward updating tickets in a more timely manner. Additionally the creation of a customer advocacy group is in the works. This new group will be tasked with monitoring tickets and working with department supervisors to ensure we're reaching out to customers in every way possible.
Sounds Great, hopefully service will improve.......quickly!
edited will re-update soon
Monitoring IPAlert seems to have suddenly stopped functioning yesterday. I got a call (which was excellent-exactly what I want if the Planet sees my server down) but when I looked the server was up and running and there was no dip in my traffic graph. The tech agreed that it looked to be some sort of glitch, and noted that in the ticked and closed it - I said if it happens again I will open another ticket. All good to this point.
However today, first thing in the morning my server was power cycled. No ssh login by the planet. It appears another monitoring glitch occurred, and even though the server was running along smoothly the tech power cycled it
Then I took a break for dinner, and to my dismay when I came back I found that it had been power cycled again by The Planet. No ssh login by a tech. No sign there was any problem other than IP Alert for some reason going haywire. I'm not very happy at all that they didn't manually login to the server or verify what was going on before interrupting power as I'm afraid that's a dangerous game risking file corruption, etc. if it happens too often.
Now Monitoring IP alert just shows the server as down even though it's up, so I don't have monitoring, but at least it hopefully won't be power cycled without investigation or note as to what is going on again.
However today, first thing in the morning my server was power cycled. No ssh login by the planet. It appears another monitoring glitch occurred, and even though the server was running along smoothly the tech power cycled it
Then I took a break for dinner, and to my dismay when I came back I found that it had been power cycled again by The Planet. No ssh login by a tech. No sign there was any problem other than IP Alert for some reason going haywire. I'm not very happy at all that they didn't manually login to the server or verify what was going on before interrupting power as I'm afraid that's a dangerous game risking file corruption, etc. if it happens too often.
Now Monitoring IP alert just shows the server as down even though it's up, so I don't have monitoring, but at least it hopefully won't be power cycled without investigation or note as to what is going on again.
QUOTE (Jeff @ Jun 30 2007, 03:45 AM)
Monitoring IPAlert seems to have suddenly stopped functioning yesterday. I got a call (which was excellent-exactly what I want if the Planet sees my server down) but when I looked the server was up and running and there was no dip in my traffic graph. The tech agreed that it looked to be some sort of glitch, and noted that in the ticked and closed it - I said if it happens again I will open another ticket. All good to this point.
However today, first thing in the morning my server was power cycled. No ssh login by the planet. It appears another monitoring glitch occurred, and even though the server was running along smoothly the tech power cycled it
Then I took a break for dinner, and to my dismay when I came back I found that it had been power cycled again by The Planet. No ssh login by a tech. No sign there was any problem other than IP Alert for some reason going haywire. I'm not very happy at all that they didn't manually login to the server or verify what was going on before interrupting power as I'm afraid that's a dangerous game risking file corruption, etc. if it happens too often.
Now Monitoring IP alert just shows the server as down even though it's up, so I don't have monitoring, but at least it hopefully won't be power cycled without investigation or note as to what is going on again.
However today, first thing in the morning my server was power cycled. No ssh login by the planet. It appears another monitoring glitch occurred, and even though the server was running along smoothly the tech power cycled it
Then I took a break for dinner, and to my dismay when I came back I found that it had been power cycled again by The Planet. No ssh login by a tech. No sign there was any problem other than IP Alert for some reason going haywire. I'm not very happy at all that they didn't manually login to the server or verify what was going on before interrupting power as I'm afraid that's a dangerous game risking file corruption, etc. if it happens too often.
Now Monitoring IP alert just shows the server as down even though it's up, so I don't have monitoring, but at least it hopefully won't be power cycled without investigation or note as to what is going on again.
Sheesh! Jeff may I have your ticket number please? I really want to find out who power cycled your server without making certian your server was actually down.
4121969 and 4122885 were the reboots -- it is possible that something really did go wrong twice today, but I find it unlikely since all the alerts I've gotten from IPAlert Monitoring this week while I was online have been false positives. (e.g. The previous day ticket 4118904 was a false alarm.) I see that after it was rebooted that tech confirmed it was accessible via ssh/whm/ping which is perfect, but before the reboot request I do not see any note or attempt to confirm that the server really was inaccessible via ssh so at this point I believe it was a false alarm in both cases.
Now if the policy is to always check whether the server is responding or not before power cycling (and so the tech doesn't mention that this was in fact done, which I have no indication at this point it was) my suggestion would be to provide a boilerplate message that a tech can enter stating something along the lines "I have confirmed that x ssh & x service is not responding on this server or x server is completely unresponsive, no ping - rebooting now" because I consider rebooting a server serious and the customer needs to have an idea of what exactly happened. But at this point, I'm thinking that the monitoring showed the server down and a reboot request was issued in these two cases without checking first.
Now if the policy is to always check whether the server is responding or not before power cycling (and so the tech doesn't mention that this was in fact done, which I have no indication at this point it was) my suggestion would be to provide a boilerplate message that a tech can enter stating something along the lines "I have confirmed that x ssh & x service is not responding on this server or x server is completely unresponsive, no ping - rebooting now" because I consider rebooting a server serious and the customer needs to have an idea of what exactly happened. But at this point, I'm thinking that the monitoring showed the server down and a reboot request was issued in these two cases without checking first.
QUOTE (288archer @ Jun 20 2007, 12:57 PM)
Im so upset with Planet.
We have been a loyal customer for years first with Rackshack, then EV1. Recently we have been finding support which used to be great is now realy terrible. It seems to me that they just either dont care or dont have the resources any more to fix problems or respond to tickets in a timely fashion. Already on one of our servers has so many unfixed problems and going offline so often several times a day we have had to start arranging an alternertive server supplier and will need to transfer everything which is very annoying. It seems that therre is not teh resources to fix issues with the ticket system anymore and response is very slow
We have been a loyal customer for years first with Rackshack, then EV1. Recently we have been finding support which used to be great is now realy terrible. It seems to me that they just either dont care or dont have the resources any more to fix problems or respond to tickets in a timely fashion. Already on one of our servers has so many unfixed problems and going offline so often several times a day we have had to start arranging an alternertive server supplier and will need to transfer everything which is very annoying. It seems that therre is not teh resources to fix issues with the ticket system anymore and response is very slow
It's coming up to 20 hours now for me and not one responce from Custome support in regards to a trouble ticket that I put in.
Yes I agree that back in the Rackshack days and then the EV1 days, customer support was awsome but once ThePlanet took over, they went downhill super fast. Now, through all the companies I deal with, I have to give the award to ThePlanet for having the worst customer support out there.
If they are swamped with tickets, or if they are understaffed (which I think is the case), then at least update the trouble tickets stating that they will look into it ASAP but instead, nothing......
QUOTE
It's coming up to 20 hours...
Probably overstepping my bounds here, but here goes...
Selfishly posting into/hijacking different threads is a little uncalled for, right? We get the point, you're dissatisfied and want resolution for your ticket. I'm pretty sure Brooke, amongst others, are working as fast as they can in order to get your problems solved. I'm also pretty sure that there are other people in front of you who need the same support you do. From the customer point of view I realize you want the very best service possible, but spamming a forum and making a company look exceedingly bad probably isn't in your best interest, y'know?
QUOTE (handlebar @ Jul 1 2007, 12:04 AM)
Probably overstepping my bounds here, but here goes...
Selfishly posting into/hijacking different threads is a little uncalled for, right? We get the point, you're dissatisfied and want resolution for your ticket. I'm pretty sure Brooke, amongst others, are working as fast as they can in order to get your problems solved. I'm also pretty sure that there are other people in front of you who need the same support you do. From the customer point of view I realize you want the very best service possible, but spamming a forum and making a company look exceedingly bad probably isn't in your best interest, y'know?
Selfishly posting into/hijacking different threads is a little uncalled for, right? We get the point, you're dissatisfied and want resolution for your ticket. I'm pretty sure Brooke, amongst others, are working as fast as they can in order to get your problems solved. I'm also pretty sure that there are other people in front of you who need the same support you do. From the customer point of view I realize you want the very best service possible, but spamming a forum and making a company look exceedingly bad probably isn't in your best interest, y'know?
No, you think 24 hours with no response is working as fast as they can?
If they where working as a professional company, they would at least update their ticket stating it is in their queue and someone will look into is asap but they don't. They even start checking and don't bother to update the ticket stating they have no clue as to what is going wrong.
In the end, after waiting 24 hours, they ship it off to Ensim for them to deal with it.
Any I am not <B>Hijacking</B> this thread, just making my point that support sucks here.
If nyone has noticed, until you post into the public forum, TP support will not find a resolution to the trouble ticket.
I've had several tickets in the past including one that went 4 months. With that ticket, I proved that they will not do anything until someone posts something into the forums about it. Then, and only then, they act on the issue. It wasn't like that back in Rackshack/EV1 days. Only when ThePlanet took over.
You're joking, right? I heard the same complaints for as long as we had public forums at EV1... and there are always posts on the other end of the spectrum, stating how good of a support experience someone had.
It has always been the case that people will short circuit the support escalation paths (rep > supervisor > management) and come here to the forums and get a result. Its the same result, in the long run, since we here in the forums just contact the appropriate supervisor or manager.
It has always been the case that people will short circuit the support escalation paths (rep > supervisor > management) and come here to the forums and get a result. Its the same result, in the long run, since we here in the forums just contact the appropriate supervisor or manager.
QUOTE (AaronC @ Jul 1 2007, 03:21 PM)
You're joking, right? I heard the same complaints for as long as we had public forums at EV1... and there are always posts on the other end of the spectrum, stating how good of a support experience someone had.
It has always been the case that people will short circuit the support escalation paths (rep > supervisor > management) and come here to the forums and get a result. Its the same result, in the long run, since we here in the forums just contact the appropriate supervisor or manager.
It has always been the case that people will short circuit the support escalation paths (rep > supervisor > management) and come here to the forums and get a result. Its the same result, in the long run, since we here in the forums just contact the appropriate supervisor or manager.
AaronC, what planet are you from? It's not this one that's for sure.
Since the merger support is absolutely terrible. I cant think of a single issue I've had resolved in a timely manner, or without me having to make a complaint about something.
Before the merger, I never had a single issue with anyone and all my tickets where answered in LESS than 24 hours, no matter what it was.
Your comments just show how out of touch you are with what customers need. I am pretty shocked to be honest.
Members should not have to complain to get the result. The fact is that techs do not care about issues until they have a manager breathing on their neck.
If it where not for people like Brooke, a lot of customers, including myself would of left already and your comments do nothing to reassure us all that TP is taking its issues seriously and working to resolve them. You just have to check Brookes post history which acknowledges problems and what's being done to sort it.
That's *your* experience, though. It’s not what everyone has experienced. I am not, in any way, trying to excuse or minimize any bad experience that anyone has had... I'm just pointing out, correctly, that I have heard similar issues brought up for as long as I've been with the company.
Its very easy to assume that a bad support experience, or a string of bad support experiences, are the norm for everyone (they aren’t) and it’s very easy to blame the merger for every support problems. As cliche as it is, I have to fall back on a lyric from Billy Joel: "The good old days weren't always good and tomorrow ain't as bad as it seems".
Your complaints about The Planet... datona's complaints... heck, everyone who has an issue with us... those are all very serious issues. I know that these are constantly brought up... sometimes daily... and that all levels of management are engaged both in fixing these problems when the come up, and identifying the root causes in order to make sure that they can be preempted in the long term.
I want to encourage you to try a little experiment. If you have a ticket that is not being addressed correctly, and you have not been able to reach a supervisor, I would like you to email the management team directly. We’re all available at Notify.Management at theplanet.com. We want to hear what you have to say, good or bad, so that we can make the company a better place for you.
I hope and expect that you will be both surprised and pleased at the results.
Its very easy to assume that a bad support experience, or a string of bad support experiences, are the norm for everyone (they aren’t) and it’s very easy to blame the merger for every support problems. As cliche as it is, I have to fall back on a lyric from Billy Joel: "The good old days weren't always good and tomorrow ain't as bad as it seems".
Your complaints about The Planet... datona's complaints... heck, everyone who has an issue with us... those are all very serious issues. I know that these are constantly brought up... sometimes daily... and that all levels of management are engaged both in fixing these problems when the come up, and identifying the root causes in order to make sure that they can be preempted in the long term.
I want to encourage you to try a little experiment. If you have a ticket that is not being addressed correctly, and you have not been able to reach a supervisor, I would like you to email the management team directly. We’re all available at Notify.Management at theplanet.com. We want to hear what you have to say, good or bad, so that we can make the company a better place for you.
I hope and expect that you will be both surprised and pleased at the results.
Can anyone email the managers? I ordered a server 6 days ago, and I still can't use it. Os Been reloaded twice and they still cant get it to work but wont give me a reason just that they are working on it. I have been given everything from it will be up with in a hour to, I have to waint for the Cortex Dev team to look at it, u name it Ive been told it. And still nothing So i sit paying for a server I cant use, I allready had to get another hosting company for the main reason I ordered the server just becouse I could not waint any longer. But since I allready payed for a month here I want to try out Cortex. So seriously what do I have to do.
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Absolutely. That address is open to everyone. If anyone has good news to relate, or if you feel that your specific issue has not been handled in an appropriate or timely manner, please let us know right away.
QUOTE (XGhozt @ Jul 2 2007, 10:06 AM)
Well count your lucky stars because alot of people are not as special as you are.
QUOTE (JohnB @ Jul 1 2007, 02:58 PM)
AaronC, what planet are you from? It's not this one that's for sure.
Since the merger support is absolutely terrible. I cant think of a single issue I've had resolved in a timely manner, or without me having to make a complaint about something.
Before the merger, I never had a single issue with anyone and all my tickets where answered in LESS than 24 hours, no matter what it was.
Your comments just show how out of touch you are with what customers need. I am pretty shocked to be honest.
Members should not have to complain to get the result. The fact is that techs do not care about issues until they have a manager breathing on their neck.
If it where not for people like Brooke, a lot of customers, including myself would of left already and your comments do nothing to reassure us all that TP is taking its issues seriously and working to resolve them. You just have to check Brookes post history which acknowledges problems and what's being done to sort it.
Since the merger support is absolutely terrible. I cant think of a single issue I've had resolved in a timely manner, or without me having to make a complaint about something.
Before the merger, I never had a single issue with anyone and all my tickets where answered in LESS than 24 hours, no matter what it was.
Your comments just show how out of touch you are with what customers need. I am pretty shocked to be honest.
Members should not have to complain to get the result. The fact is that techs do not care about issues until they have a manager breathing on their neck.
If it where not for people like Brooke, a lot of customers, including myself would of left already and your comments do nothing to reassure us all that TP is taking its issues seriously and working to resolve them. You just have to check Brookes post history which acknowledges problems and what's being done to sort it.
I am agree with all these comments. After the merge Support for Dallas is terrible! What is the reason? Easy, the support is give by Houston, EV1, Rackshack, the worst company that never had a minimal good support.
Regards.
As a small customer, I receive excellent support some of time, and good support most of the time. The quality of service is very good overall - good enough that I wouldn't consider giving up my current service. But, it's not quite good enough now for me to put 100% of my business here (as it was in the past.) I'm not sure what a tech makes, but I'm guessing the planet could get people at a cost of $20/hour that could handle a lot of the tech support tasks; I figure I need about 1/2 hour of support per 3 months, probably less on average... and I believe it would be worth it to pay an additional say $5 a month for the manpower necessary to provide faster, consistently high quality support. I believe support is stretched just a little thin now (as evidence by many typos in ticket responses, brief answers that don't fully answer your question, delays in responses, or some phone support staff not having very much integration with the other engineers I believe.)
Maybe I'm off the mark though. I know how fiercely competitive virtual hosting is now, so possibly many customers just don't have the margin to be able to pay a tiny bit more.
Maybe I'm off the mark though. I know how fiercely competitive virtual hosting is now, so possibly many customers just don't have the margin to be able to pay a tiny bit more.
QUOTE (datona @ Jun 30 2007, 08:12 PM)
If nyone has noticed, until you post into the public forum, TP support will not find a resolution to the trouble ticket.
How odd, I've been with TP for over 3 years and opened a fair number of trouble tickets and I've never had to post here to get a resolution. What am I doing wrong?
QUOTE (cprompt @ Jul 4 2007, 08:51 AM)
How odd, I've been with TP for over 3 years and opened a fair number of trouble tickets and I've never had to post here to get a resolution. What am I doing wrong?
I think that it's because you are one of the original customers of The Planet, not EV1. it seems to be people like me that where EV1 customers that do not get the support. It seems to depend on what data center your boxes are located.
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