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Reseller not providing support

Discussion in 'General Discussion' started by Senor, Apr 5, 2019.

  1. Senor

    Senor Active Member

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    What would you all recommend I do if my license (and hosting) reseller doesn't provide timely support?

    I've had tickets open for weeks without a reply and their online chat rep seems to go AFK after a few back and forth messages.

    Fortunately for me, the tickets are mostly about minor annoyances and nothing that's an emergency, but I feel I shouldn't have to constantly update my tickets asking for a reply.

    I'm hoping "find a new provider" isn't the route I have to take.

    Thanks in advance.
     
  2. Infopro

    Infopro cPanel Sr. Product Evangelist Staff Member

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  3. Senor

    Senor Active Member

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    My current provider is a cPanel Partner.
     
  4. Infopro

    Infopro cPanel Sr. Product Evangelist Staff Member

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    Do you have an open ticket with cPanel right now that you're waiting on?
     
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  5. Senor

    Senor Active Member

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    No, my current unresolved issues aren't pressing so I haven't resorted to bypassing my host and coming to cPanel direct.

    I guess I was hoping there was a way I could file a complaint, but the more I think about it, I wouldn't want to incur any retribution. Maybe this was more of a way to vent than anything else.

    You can probably close this thread. Apologies for wasting your time.
     
  6. Infopro

    Infopro cPanel Sr. Product Evangelist Staff Member

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    Understood. Are you on a Managed or Unmanaged Reseller Account if I may ask?
     
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  7. Senor

    Senor Active Member

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    Well, I don't personally host the server with my domains and my cPanel license, so I'd have to imagine it's managed, but I'm not entirely sure how you're defining managed vs unmanaged. :)
     
  8. Infopro

    Infopro cPanel Sr. Product Evangelist Staff Member

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    For me, Managed means they reply to tickets. :)
     
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  9. Senor

    Senor Active Member

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    Well then I guess the whole point of this thread implies it's unmanaged then. ;)

    At least recently, anyway.. :D
     
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  10. popeye

    popeye Well-Known Member

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    Find a new one managed or not they should reply to your ticket.
     
  11. dalem

    dalem Well-Known Member PartnerNOC

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    Indeed managed or unmanaged they should at least reply to you
    Just because a provider uses cpanel does not mean its cpanel issue.

    cpanel the co cant tell a company that uses their software how to run their company or how to manage their servers cpanel is just software :)

    Find someone who cares about your business
     
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