Phone support?

[breadiu]

Has anyone actually gotten through to phone support? EVERY time I call, it says that phone support is busy and DISCONNECTS me! What kind of phone support is that? I think it's an answering machine that doesn't take messages.

[alphadesk]

Well yes...I've only needed to use the phone support once in 18 months and it was no problem. Someone answered right away and took care of my problem.

[bradgrupe]

I've called a couple of times in the short time I've been with PowWeb and had no real problems. I've never been disconnected...Just on hold for 5 minutes or so the second time I called.

[stevel]

I've seen it both ways - gotten through some times, been disconnected others.

[vitriol]

I know friends who haved and said service is ok!

[ShawnC1032]

Called today, after my website had been down for 10hrs, I talked to Edward, about my ticket that was being "reviewed by Eddie" accord to ops. Edward told me that Eddie doesn't like to take phone calls (What the heck is up with that?) Well close to a couple hours later still no responce from eddie.

Even though this is my personal website, this is not good.

[alphadesk]

ShawnC1032
If you have any problems with a Powweb employee email qa@powweb.com with the particulars.

QA will check it out and take the appropriate action to solve the problem.

[Andrew]

Hi everyone,

If we receive an extreme amount of calls at once, then you'll probably get the busy signal. This usually does not happen unless there was an outage of some kind.

If all customer service reps are busy helping other customers, you would need to hit the "1" button on your phone to continue holding. Or else, the phone system will disconnect you. We are looking into another phone system with more features. Hopefully, we will get it soon.

Originally posted by ShawnC1032
Called today, after my website had been down for 10hrs, I talked to Edward, about my ticket that was being "reviewed by Eddie" accord to ops. Edward told me that Eddie doesn't like to take phone calls (What the heck is up with that?) Well close to a couple hours later still no responce from eddie.


All of our support reps provide telephone support when needed. However, to be more efficient, some rep (like Eddie) focuses more on email support while others do phone support. It really works out better this way for us.

[cjmelhorn]

I think the real problem was the employee who said that Eddie does not like to take phone calls.. he should have just said, Eddie only handles E-Mail support. It is a customer support issue and more internal to POWWEB now.

However, a customer never wants to hear that someone does not like something.... especially when they are out of service. :)

My Two Cents....