Getting Fast Support for Cpanel

[net3media]

The FAQ answers some interesting questions, but all of the questions I need answers to are missing. :-(

I think a 'ring' of dedicated support is a grand idea. If I new more about cPanel, I would do it myself, but I don't. So, lucky those that do! ;-)

Any other votes?

[SageBrian]

Originally posted by imagic
Is it possible that because you're so smart and knowledgable that you don't realize there are those of us who are not complete idiots, but still need some help?

Hey now. don't be saying that. Some of us ARE complete idiots, so I'd like to join the bandwagon.

I really like the idea of a paid support forum. The one problem I see is that it might take up too much of someone's time. So, some kind of long-view vision needs to be done. I'd hate to see all that work done and suddenly cPanel decides to actually create one of their own.

Hmmm, here's an idea..... Have the forum that we all know about and use currently (this one) have FAQ. No need for some unknown FAQ area. Someone asks a question in THIS forum, and..... wait for it.......
wait..... Yes, it gets answered. Wow. That would be wild. It might revolutionize tech support. Maybe.

Or, create a FAQ that no one knows about, or speaks about, that has super tech questions not related to current issues.

==================
ok. been a long day for me. a little edgier than usual. sorry about that.

[Juanra]

Originally posted by imagic
AND, there's no way to add questions.

Acually there is a Submit a Q and A link down the page.

[imagic]

Originally posted by Juanra
Acually there is a Submit a Q and A link down the page.

Yes, but you also have to input the answer to the question. Unless you can submit a question and leave the answer blank and then someone will come along and put the answer in? I don't know, there is no explanation on the pages how it works.

Since we're not getting any replies from people about needing better support, I guess I and a few others are basically all alone on this one and everyone else has fabulous support.

In that case, please share where you are getting your support from.

[techark]

I feel that if I am paying my monthly fees for cpanel then support should be included, why should I have to pay an extra fee each month to get support on a product I am already paying a monthly fee for?

One of these days some control panel maker is going to get thier stuff together and change the way this business is run. Until then I guess we all have to make do.

[imagic]

Originally posted by techark
Until then I guess we all have to make do.

As far as the idea that tech support should be included, I couldn't agree with you more. However, since it's not being done, or at least not being done well, I disagree that we all have to make do.

I'm suggesting that we do something about it. And there have been posts in this thread from people that are doing something about it. Just read the rest of the posts in this thread.

I'll be interested to see what offerings come about as a result of the demand for better, faster support.

[dgbaker]

Originally posted by imagic
As far as the idea that tech support should be included, I couldn't agree with you more. However, since it's not being done, or at least not being done well, I disagree that we all have to make do.

I'm suggesting that we do something about it. And there have been posts in this thread from people that are doing something about it. Just read the rest of the posts in this thread.

I'll be interested to see what offerings come about as a result of the demand for better, faster support.

Remember though that no matter who can offer what as far as support, there are some strict limits on what anyone outside of darkorb can do.

Take the FTP on freeBSD issue, because it is an issue with the core code not updating pwd.db file properly no-one can fix this except darkorb.

Support outside of darkorb can only do so much without them.

[Brewskie]

Ya know there's one thing I don't understand.

How people can be so willing to continually shovel out money when they really shouldn't have to.

Think about the price being asked for this application. We (our company) paid over $1,000 bucks.....that's One Thousand bucks folks! Actually I think it was a couple-few hundred more then that!

Now would you pay for support from some other company after paying such a huge and astronomical price? Would you pay Microsoft $1,000 bucks for WindowsXP or even IIS, then divvy out monthly payments just to get answers regarding it's use and maintenance? I think not!

I feel I can safely say, outside any flames I may get for voicing my opinion on this, that the purchase price for this software justifies what would be considered Gold-Platinum VIP treatment at most any other software vendors. I mean, I would love to be able to charge these rates in my hosting.....I'd be driving that Dodge Viper around that I've been drooling over.

Outside having the best, most stable, software that can be made the support of a company speaks on who the company really is. And this company (cPanel) really needs to sit back and take a good look at their support.....

After all they already have the best server software around. But I wager that may not be for long. For there are some upstarts that will be coming onto the scene that will give cPanel a run. Companies selling at least equivalent quality and feature set in less then half the cost. I won't mention here who they are out of respect.....but rest assured....those at the top will always have to fight to stay there....And with cPanel that fight should be the support (as I said they software is already the best)....and while they are re-assessing things they should look at their pricing.

Brewskie

[dgbaker]

Coming from working in a Corporate setting I can tell you that actually, when you deal Microsoft, BEA, SUN, Vignette, Broadvission, Iplanet, HP, etc... this is what is bought

Software $$$$ several thousand

I phone for support, sorry you need to purchase support.

Support $$$ Tiered multiple levels hundreds or thousands of dollars per year.

It is not uncommon to pay for support separatly from the software and more and more companies are moving this way. It will be the way of the future.

[Brewskie]

Originally posted by dgbaker
Coming from working in a Corporate setting I can tell you that actually, when you deal Microsoft, BEA, SUN, Vignette, Broadvission, Iplanet, HP, etc... this is what is bought

Software $$$$ several thousand

I phone for support, sorry you need to purchase support.

Support $$$ Tiered multiple levels hundreds or thousands of dollars per year.

It is not uncommon to pay for support separatly from the software and more and more companies are moving this way. It will be the way of the future.

Since you're wanting to compare yourself to these huge oft-time conglomerates maybe you should consider what I am saying about support personnel. If you're going to charge like them...then get the personnel to be like them.

I am only trying to give constructive criticsm. Please don't take it any other way. It's just that support is seriously lacking and I want to see this software prosper. As it is....when one of these other host management utilities go public I will be switching over at this point.

But one thing you have to remember. cPanel is NO Oracle, HP, SUN or Microsoft. This is, what is in comparison, a simple utility to run a web server.

[imagic]

Originally posted by Brewskie
Since you're wanting to compare yourself to these huge oft-time conglomerates maybe you should consider what I am saying about support personnel.

Brewskie,

David doesn't work for cpanel. He is an independent consultant and it's actually in his best interest for cpanel to give crappy support so he'll get more business.

He was just trying to give you the perspective from a corporate viewpoint that actually support for software often has to be paid for separately from the software itself.

What's amazing to me about cpanel is that I'm saying I'm willing to pay for it and I still can't get it!!

You're right. As soon as a company comes up with a cpanel-like interface and awesome support, cpanel is going to lose a lot of customers. Of course, by that time, I guess Nick'll be rich enough he won't care.

[dgbaker]

Originally posted by imagic
Brewskie,

David doesn't work for cpanel. He is an independent consultant and it's actually in his best interest for cpanel to give crappy support so he'll get more business.

He was just trying to give you the perspective from a corporate viewpoint that actually support for software often has to be paid for separately from the software itself.

What's amazing to me about cpanel is that I'm saying I'm willing to pay for it and I still can't get it!!

You're right. As soon as a company comes up with a cpanel-like interface and awesome support, cpanel is going to lose a lot of customers. Of course, by that time, I guess Nick'll be rich enough he won't care.

I would like you all to meet my lawyer from this point on.

Thanks Imagic.


And you are right, the worse support is here the better for some of us. I also though have been known to give pro-bono(sp?) support as well.

As for the software / support paying. This is actuall starting to become more commonplace, whether it be paying for extra support or just basic support, several "non" corporate companies are starting to this more and more. I personally feel this is the future way for most software companies.

I do thought think it is funny where here you have a lot of people willing (not liking) but willing to pay for support from cpanel and cannot get it.

[imagic]

Originally posted by dgbaker
I would like you all to meet my lawyer from this point on.

Thanks Imagic.

No problem, David! LOL, I'll be sending my bill.

[imagic]

Hey, did you guys see that the poll function got turned on, so I started a poll? Please vote!

Getting Fast Support for Cpanel - 2

[iamurhost]

I think a responsive tech support department for cpanel/whm is a great idea

cpanel is offered as the idiots webserver control system but, like any software it has it's own problems.

I like it, I actually love it and so far have not seen anything close to it's ease of use

but like other users, I am an idiot and when it comes to providing cpanel as a control panel to my clients it is impossible to provide tech support to them if I can not get tech support myself

did anything come of this idea?

I am currently having a major problem with my server and I am not getting any assistance

I have posted in the forum and 2 persons have offered to help but nothing has come of it, (I know your also cpanel customers, thank you for taking the time to reply) I need help

my email is down on all my accounts and I know the problem is probably simple to fix but I don't know how and there is nobody to help

I would gladly pay a monthly fee for access to sys-admin tech support competent in cpanel/whm usage and issues

PLEASE HELP !!!

I want to provide my clients with great services and excellent tech support but if the products I use do not provide me with any support at all this is impossible

P.S. Who is VO maybe I should switch to them as my provider of servers and cpanel/whm?