Support

[SMJOE]

I know this post will be deleted, but I will feel better after saying this. Because we all know we are only allowed to post good things and not anything negative, or things that Powweb should look at .

Support stinks.

Everytime we have had problems we get emails saying we cant find nothing wrong... usually after the servers have been down and 10 hours later of course.

But that is not what just broke the camels back this time.

We have a severe email problem and I emailed support, told them exactly what the problem is. I get a email back saying to look in the smtp in the ops.... well if the actuall tech would of actually looked in their themselves...that tech would of seen the problem... but no, the tech just took for granite the situation.

Powweb I am very tired of support issues taking forever to get things straight. You always make it feel like it is the clients job to not ask for things to be fixed.

To get 1 thing fixed it takes 3 days... Reason... after you submit the request the reply comes the next day or very late that day...then the tech must say we cant find what is wrong, or they say to do something that you already did and told them that, then you must wait another day to get a reply back then the email saying we must do this or that then the next day if you are lucky the actuall problem may be fixed.

Sorry everyone, had to vent...

But Tech Support Stinks.

[Andrew]

SMJOE,

Whenever you have problems and you feel that tech support isn't cutting it, please forward your email(s) to qa@powweb.com. Our quality assurance (QA) department will look into the problem and handle it accordingly. While QA doesn't not answer support emails, they will talk to the person that handled your account and take measure so it does not happen again.

[SMJOE]

I understand what you are saying, but think about it... Why not talk to your techs and have them do what you are paying them to do, actually we are both paying them to do.

Many of us dont have time to sit and play email tag. I have always gone with if you do the job right the first time you dont have to worry about the second time,. It takes more time and money to play email tag than if the techs would just actually look into the problems when they first appear.

If a tech has to look at 1 of our accounts 4 times, that means he could of helped 3 other clients in that same time.

It is just common sense, do I expect them to look into every problem ? Yes... the reason is that things will get done quicker and better have much better running server and better client base.

[Andrew]

SMJOE,

I do agree with what you said. Things should get resolve the first time. But, if it doesn't, we would like to find out who is answering your emails to see what the exact problem is. This will allow us to better our services.

[MannInc]

Would you mind sharing with us the nature of your problem. We might be able to figure out the problem and help you come up with a solution.

[SBGlasby]

Here I go again.... My 2 cents....

POWWEB is a Hosting Provider....... When You hav issues with the hosting service..... they can check everything on THEIR END.... that they have control of.....

But there are a LOT OF ISSUES.... they Do NOT have control of....

1. YOUR Settings....
2. YOUR SOFTWARE....
3. YOUR ISP's settings
4. OTHERS ROUTERS....

get the picture......


So Many time's I've heard and seen , People Jump in these Forums..... And Blast POWWEB... for poor support.... but it actually be one of a thousand issues...... not realted to POWWEB...

They Do however ....... Provide this Support Forum.... For their to help each other..... on a variety of topics....

If you'd use the SEARCH Function.... You'd more than likely find the answer you're looking for..... if not..... at least put you on the right topic.... and maybe the right path.... to resolving.... the issue....

If you Search the Forums.... and don't find the answer....Then Post the questions...... with AS MUCH DETAIL as possible....

1. Was it working before.... And When....

2. What Changes did you make to YOUR PC....
a. New Program
b. Try the same thing with a different Program
c. A Different computer
d. A Different Location

and there are a lot of people here.... that will try and help you....

even if it takes a day or so.... that's still better than when I started ..... many, many years ago..... when No one... would share any of the information they had.... and you might go weeks... before.... YOU..... found the answer.... or work around...

Again... I have to APPLAUD... POWWEB.... for continued great support....

POWWEB.... provides.... great support..... But they have to assume.... each customer has a certain amount of technical ability... in troubleshooting.... their issues.....

if not.... That's what these forums are for..... If you POST the issues... and it's resolved.... then OTHERS.... that might be having the same issue ..... can benefit from it.....

[Ajarn]

I must say that, when I've contacted Tech Support, Starr and Andrew have both been fast and great, but I can't really say that for some of the other people in that office.

I think the best place to start for most problems is the forum. Great help here, and the techs do monitor and respond when needed, it seems..

[SBGlasby]

I agree.... there is a LOT... of useful information here..... IF you use the Search BUTTON.... but some people tend to overlook... that function of this board.....



But I still feel some issues.... can be solved quicker.... by contacting support... or billing... directly.....