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Anyone else fed up with cpanel's support team?

Discussion in 'General Discussion' started by EdRooney, Dec 17, 2004.

?

What should cpanel do to provide better support?

  1. Try to shave a couple seconds off the almost instant, worthless, initial response.

    4.5%
  2. Better enforce there 1 question per server per week rule?

    13.6%
  3. Don't bother with the initial response and work on getting the ticket resolved that much faster.

    4.5%
  4. Throughly test the software before releasing it.

    77.3%
  1. EdRooney

    EdRooney BANNED

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    Anyone think cpanel's support team could be better?

    Anyone think cpanel's support team could be better?

    Overall they are very helpful, curtious and knowledgable but.....
    I get a lightning fast response from them, but its usually a generic response, then I immediately write back and then wait serveral hours even days sometimes for a response. If they can response initially so fast why can't they look at the problem when they have the ticket open in the first place.

    Does this happen to anyone else?
     
    #1 EdRooney, Dec 17, 2004
    Last edited: Dec 17, 2004
  2. AlexSmithMCP

    AlexSmithMCP Well-Known Member

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    you dont give an option for a "I think there fine" or "there great"

    a little biased if you ask me.

    Personaly im happy with them, the bug i reported got fixed pretty fast.
     
  3. ckh

    ckh Well-Known Member

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    I've submitted quite a few tickets myself. I'm quite pleased with the support too. They've answered quickly and professionally in a timely matter.

    I think this poll is pretty much worthless.
     
  4. EdRooney

    EdRooney BANNED

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    Did they solve your problem on the initial response? My complaint is the unresonable wait inbetween responses. If there initial response fixed the problem there would be no complaint.
     
  5. ckh

    ckh Well-Known Member

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    No, not all the tickets were 'fixed' with the first response. Some took a lot of communication both ways and went to level II. Some didn't get fixed until the next release.

    I think all the responses were answered in a reasonable time. There sometimes was a longer wait when it went to level II support.
     
  6. casey

    casey Well-Known Member

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    I think they're doing just fine.
     
  7. jester.ro

    jester.ro Well-Known Member
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    i think this is how support should be.
    try to consider the bussiness part of it, not your own personal happenings.

    99% of people are very pleased with that initial response. They know they have been taken into consideration, and their problem is being looked at. It's more psychology actually. Would you rather wait 3 hours for the first reponse from support, that will contain the resolution to your problem? I think not. Those 3 hours you would ask yourself if the mail got trough, if it has been looked at etc.

    So i'd say leave it like this.

    I only needed suport once, and it was a billing issue, and cPanel responded faster than i expected. Dunno about tech support, never needed it, never posted a ticket or a bug :)


    PS. There are only negative options in your poll. If people are satisfied with the support, they have nothing to vote. Add another option: "all's fine with cpanel support" :)
     
  8. kris1351

    kris1351 Well-Known Member

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    One other thing to throw in here is that unless you are directly licensed by Cpanel I don't think that you are actually guaranteed support. You are to contact your provider of your license for direct support and they should be the gateway. This is the way it used to be if I remember correctly. That said Nick and the team do quite well at answering issues relatively quick and are pretty thorough. I never feel unsafe providing them logins to my servers when they need to verify a bug or problem.
     
  9. dgbaker

    dgbaker Well-Known Member
    PartnerNOC

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    I'd also like to add that cPanel support is not there do be your teacher. I bet half of the support calls are from those that refuse to learn things themselves and use cPanel as their personal school. cPanel support, for the very few times we've used them over the years has been fine.

    As said a very poorly done poll. Polls are suppossed to be objective not to be used for ganging up on.
     
  10. EdRooney

    EdRooney BANNED

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    If there please with the initial response, I think they could have found the answer on forums or by searching google.
     
  11. EdRooney

    EdRooney BANNED

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    Then they need to stop answering calls from people that refuse to learn things themselves, or charge extra to answer them. Also, I bet its way more than half, 80-90% I'm guessing.
     
  12. EdRooney

    EdRooney BANNED

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    Don't get me wrong, they are great people and I know they always help me to the best of their ability and that if there response time is slow its cuz the boss gave them to many tickets to do. But I think the teir 1 and teir 2 techs could use better training, they need to start filtering out questions where peole didnt RTFM or RTFF, and they need to significantly improve response times to replies in a open ticket. I've been sitting here since yesterday afternoon waiting for a tech afternoon.

    For Instance on my last 2 tickets:
    Ticket #1
    2004-12-17 13:33:53 Ticket Opened
    2004-12-17 13:38:12 Cpanel Responded, 3 minute response WOW!, but it was of no help
    2004-12-17 13:40:05 I write back
    2004-12-17 13:45:02 Cpanel responded, again lightning fast, however he said what error, i dont see it, I'll keep looking
    2004-12-17 16:52:10 Still having the problem, any update?
    2004-12-18 10:42:22 Cpanel responded, hey looks like you fixed it i'll close this ticket

    Ticket #2
    2004-12-17 15:24:32 Ticket Opened
    2004-12-17 17:33:10 Cpanel Responded, response didnt help
    2004-12-17 17:35:31 I wrote back
    2004-12-17 19:03:03 I wrote back again, saying hey, whats going on?
    2004-12-17 19:09:42 Cpanel says, try updating cpanel
    2004-12-17 19:22:16 I write back saying its still not working.
    This ticket is still open, I hope the guy working on it isn't gone for the weekend, or worse xmas and or new years.
     
  13. cPanelBilly

    cPanelBilly Guest

    Do you have a direct license from cPanel? If so what are the ticket #'s, if not we are doing an added service by answering any tickets from you as we are not responsible for you support, your datacenter is.
     
  14. ntwaddel

    ntwaddel Well-Known Member

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    i like cpanels support team, they are usually prompt, and very helpfull.
     
  15. Joshfrom

    Joshfrom Well-Known Member

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    EdRooney,

    If you're going to tell a story tell the whole story :)

    Ticket #1:
    2004-12-17 13:33:53 Ticket opened - valid question, root provided
    2004-12-17 13:38:12 cPanel Tech asks for clarification on the problem
    2004-12-17 13:40:05 Customer responds
    2004-12-17 13:45:02 Tech responds that hes unable to reproduce the problem on customers machine
    2004-12-17 16:52:10 From customer: "It worked for a second but then stopped working again, HELP!!!!!"
    2004-12-17 17:36:21 From customer: "Now I cant change a sites IP address. WHATS GOING ON!!!"
    2004-12-17 21:52:20 From customer: "Patiently awaiting your response."
    2004-12-17 22:34:59 Customer provides strace calls and asks for interpretation
    2004-12-18 10:42:22 From cPanel Tech: "It looks like cPanel is up and running on your server. Are you still having any problems?"
    2004-12-18 11:19:15 Customer states the issue has been fixed and refers to unrelated ticket.
    2004-12-18 11:37:56 cPanel Tech acknowledges and informs of close

    Ticket #2:
    2004-12-17 15:24:34 Ticket opened - valid question, root provided
    2004-12-17 17:33:10 cPanel Tech asks for valid username to test
    2004-12-17 17:35:31 Customer provides username
    2004-12-17 19:03:03 Customer brings up secondary issue
    2004-12-17 19:09:42 cPanel Tech advises that issue was a known bug and updating to edge should resolve the issue
    2004-12-17 19:22:16 Customer advises that updating to edge does not resolve issue
    2004-12-17 21:52:53 From customer: "Patiently awaiting your response."
    (Ticket is still open and pending at this time)
     
  16. EdRooney

    EdRooney BANNED

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    Is your support 24 x 7? Why no responses between: 2004-12-17 19:09:42 and 2004-12-18 10:42:22?
     
  17. EdRooney

    EdRooney BANNED

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    Yes, my licenses are direct from cpanel.

    This is part of the problem, you are answering tickets for people whose liscense isnt directly from cpanel, even though you are not responsible to support them, their datacenter is. This only significantly delays response times for those with liscenses directly from cpanel. Support for the people with liscenses directly from cpanel should not have to suffer because some datacenters do not want to provide support to its customers.
     
  18. cPanelBilly

    cPanelBilly Guest

    Support is not 24hrs we have never advertised it to be 24hrs. On top of that only the technicial that is assigned to the tickets works on it. So they may be gone for the weekend. Once again I will ask you what are your support ID's?
     
  19. EdRooney

    EdRooney BANNED

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    Ok, I just assumed it was 24 hrs. My ticket has been reponded to with the response saying a level 2 tech is going to look at it. Thanks! and Thanks for being around on the weekends.
     
  20. Ramsy

    Ramsy Guest

    No complaints here ...
     
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