Is anyone alive at cpanel 24/7 paid phone support?

[Metro2]

This is the third time in 2 years that I've purchased a cPanel 24/7 Phone Support incident and it "slips through the cracks" as one of the cPanel reps described it the last time this happened back in February when I needed to speak with someone urgently at cPanel.

Just like last time, I placed my Phone Support order and provided all of the correct credentials, received the "Order Complete and Awaiting Activation" email, and then nothing...

The last time it took almost 48 hours to get my Incident ID/PIN and this looks like a repeat of the same.

WHY does cPanel offer and advertise 24/7 paid phone support when the system does not process the order until the next day???

 

[Infopro]

On behalf of cPanel I'd like to apologize for the issues you encountered late last night. As I understand it, the old system has had it's downsides in how it worked. A new system is coming up to replace that and make this all more automated and efficient and that's a good thing.

I also understand that Chris, cPanel's Customer Support Manager has personally been in touch with you overnight and again this morning to make sure this gets sorted properly. And I see that your non critical ticket is being or has been handled overnight as well.

cPanel has the best Support Staff and Technical Specialists in the Industry. Your post here is about how you connected to them and that process having some flaws. I believe the new system should meet your needs and this sort of thing should not happen.

 

[Metro2]

Thank you for the apology part.

As to my issue being "non critical", well maybe to you it's not critical that I was about to lose a great customer over the issue, which is why I was willing to cough up the cash and stay up late to get assistance.

I consider keeping a customer who just moved another site to me, from moving it back to the previous host, a definite critical issue.

And for the record - I never said there was anything bad about any technicians - it's clear that I was pointing out a flawed PHONE SYSTEM, not the technicians who we speak to, and I used a thread title that I'd hoped would get someone's attention last night.