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Thread: 24 hours & my VPS container's OS is still pending.

  1. #1

    Default 24 hours & my VPS container's OS is still pending.

    I am a new customer.

    I created my account, and selected my OS.
    The main reason I selected VPSLink was due to your prompt actions, service record, prompt issue resolution, and client satisfaction.

    24 hours later I still have a VPS that doesn't function!
    <B>And a VPS that doesn't function is the same as NO VPS at all!</B>

    here is a copy of my discussion with tech support this morning:
    <I>"Thank you for contacting support. Please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we'll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you. Please hold for the next available operator to respond.

    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

    You are now chatting with 'Simon Adams'

    Simon Adams: Hi Tom. My name is Simon Adams, how are you today?
    Simon Adams: I apologize for the wait time.
    Tom: not a problem simon.
    Simon Adams: How can I help you today?
    Tom: i still cannot access my vps (the os has still not instantiated)
    Simon Adams: I apologize for any inconvenience this has caused you.
    Simon Adams: May I place you on hold for 4 or 5 minutes, while I check this for you?
    Tom: go for it...
    Simon Adams: Thank you for holding.
    Simon Adams: I have noticed that a Support ticket #7148271 is created regarding your issue and currently one of our specialists are working on your issue. However, I have updated the information you have provided. Once the issue is resolved one of our specialists will contact you.
    Tom: ok.
    Simon Adams: Is there anything else I can assist you with today?
    Tom: yesterday i was informed that an (expected) update or resolution time on this would be with the next few hours. And that it should be resolved by the morning. It's the morning now, and there's still no more resolution then there was 22 hours ago (when the ticket was raised).
    Tom: & no update!
    Simon Adams: I do understand the importance of your business to you and we are doing our level best to provide you with the maximum support as we can do to resolve your issue. We need your kind co-operation until this issue is resolved.
    Simon Adams: Normally, it will take 24-48 to resolve the Support ticket once it is created.
    Tom: i'm happy to have my container wiped & re-built if necessary, but a vps you can't use is the same as <b>no vps at all</b>
    Tom: i understand that as well, but i am a new customer, and so far I have never been able to use my vps!
    Simon Adams: I do understand your concern. However, I do not have any access to resolve the issue from my end. this is the reason the issue has been escalated to our specialists.
    Tom: ok simon (i totally understand that is beyond your control & not your fault).
    Simon Adams: Thank you for your patience.
    Tom: however, what timescales can i expect for a contact, update, or resolution of this issue?
    Tom: what are your sla's?
    Simon Adams: Unfortunately, it is not possible for us to provide you the exact time frame. However, we will try to fix the issue as soon as possible.
    Tom: ok simon.
    Simon Adams: Do you have any other questions?
    Tom: given the timeframes we discussed earlier (24-48 hrs) as a std resolution time for a support ticket, would it be fair to expect this to be resolved by tomorrow @ 14:48 GMT?
    Simon Adams: Yes, we will try to resolve the issue as soon as possible.
    Tom: as an OUTSIDE timescale?
    Tom: is it possible to be escalated to your line manager?
    Simon Adams: Unfortunately, no.
    Tom: may i ask why?
    Simon Adams: My manager is busy assisting other customers.
    Tom: well could he please assist me (do i not count as a customer?)
    Simon Adams: The issue is already forwarded to one of our engineers and they are working related to the issue.
    Simon Adams: I do understand your concern and frustration.
    Tom: I understand that Simon, but i have been in support for 15 years, and I understand that issues happen. I also understand that your support team has given me no sla, no response time, and no vps (the service for which i'm paying!)
    Tom: hence i would like to escalate this issue to your line manager.
    Simon Adams: May I place you on hold for 4 or 5 minutes, while I check this for you?
    Tom: certainly simon.
    Simon Adams: Thank you for holding.
    Simon Adams: If you with to talk with our Manager, then you can call us at 602-716-5339 . We are available 24x7.
    Tom: is there a support email address?
    Tom: as a european customer, calling the US is an inconvenience.
    Simon Adams: Okay.
    Tom: to clarify, what is the support email address?
    Simon Adams: May I place you on hold for 4 or 5 minutes, while I check this for you?
    Tom: yes, Mr Adams.
    Simon Adams: Thank you for your patience. I will be back with some more information in 4 to 5 minutes.
    Simon Adams: Thank you for holding.
    Simon Adams: You can contact us via Support ticket. You can check this at:
    Simon Adams: [ u r l =h t t p:// w w w . vpslink . c o m/ support/ ]Support Policies[/ u r l ]
    Simon Adams: Unfortunately, there is no email address.
    Simon Adams: Please go to:
    Simon Adams: [ u r l ] h t t p:// w w w 2 . vpslink. c o m/ member/ sconsole/ index . b m l [ / u r l ]
    Simon Adams: Did you receive my last message?
    Tom: yes i did
    Simon Adams: Okay.
    Simon Adams: Is there anything else I can assist you with today?
    Tom: bear with me simon, i am typing...
    Simon Adams: Okay.
    Tom: Simon, i'll now leave you to it. *I understand this is not your fault* However, I am pursuing this via other avenues, and if a prompt action is not taken (by action I mean : 1- Updating me as to the issue status. 2-updating me as to the action taken & the next steps, as well as when the next action & update will occur. 3-resolving the issue. ) then i will continue to escalate the issue as necessary (both internally & if necessary externally) until this is solved.
    Simon Adams: Okay.
    Simon Adams: I apologize for any inconvenience this has caused you.
    Tom: Not your fault simon, don't appologise, just fix it!
    Simon Adams: Sure.
    Simon Adams: Thank you for chatting with us. Please feel free to contact us at any time. We are available 24x7.
    Simon Adams: Bye!
    Chat session has been terminated by the site operator."</I>

    I am not an impatient man, I have worked in It for a 1 1/2 decades. I understand that issues happen.
    But I also understand that I <B> have not been provided with the service which I am paying for</B>.
    I have not been updated as to causes, actions taken, or contact & resolution times.
    This is not how support is provided.
    To keep a support customer happy you, update them, let them know when the next action or update will occur, and then <B> do what you've said you'll do when you said you'd do it!</B>

    All I require is, a time frame for the next action on this issue, and then an update to let me know that this action has been taken, what the next action is, and when I can expect my next update.

    <B>Please action this ASAP</B> as without this structure, your customers, company, sales, reputation & support <B>are suffering!</B>

    Thanks in advance,
    Tom

  2. #2

    Default

    Update, 48 hours and the ticket seems to be being worked on!
    *Praises baby Jebus that his mission critical issue might actually be resolved.*

  3. #3
    Join Date
    Mar 2009
    Posts
    137

    Default

    glad to hear it, it will always take longer in the weekend becasue billing isnt around in the weekend so accounts are usually in pending over the weekend but glad to hear they fixed it

  4. #4
    Join Date
    May 2010
    Posts
    1

    Arrow 新加的空白文章11

    这是新加的空白文章11,可以在ubb可视化编辑器中,添加和修改文章内容。

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