Slow support reaction

Discussion in 'Suggestions' started by jonasvalancius, May 27, 2015.

  1. Hello,

    We continue experiencing slow support reaction. For example the ticket # 0A6-1CF7FEE7-024A hasn't got any response for 24 hours.

    The same we experienced when Winhost had W03 server problems several days before: our website was down and we haven't got any news and had no idea how to get our data backup back.

    We solved this by duplicating the tickets, this worked several times.

    It looks like Winhost may have serious problems with people support resources. Good luck.
  2. ComputerMan

    ComputerMan Winhost Staff

    I checked the ticket you opened and I see that you contacted our billing department and not our support department. Our support department provides support 24/7 and our billing department's hours or operation are:

    Monday through Friday 8 a.m. through 5 p.m. pacific time. Sat through Sunday 9 a.m. through 6 p.m. pacific time. The ticket you sent in was at 9:00 PM

    We posted updated in our forum regarding this outage here:
    We also replied to each our customer's tickets as soon as possible and as we received them.

    Duplicating tickets is not a best thing to do. For example lets say one of support department agents gets the ticket you opened. Then you open a new ticket with the billing department.

    The support department replies to you within 20 minutes of opening up the first ticket. Tells you what you need to do and how to do it. You then resolve your issue and the case is closed.

    The next morning the billing department gets your second ticket and tell us you they are transfer to the support department. The support department gets the ticket (by this time its a new person in the support department). The support department agent tells you to do the same thing as the original ticket. You get the other reply and you do it again. Now depending on the issue you had this could affect you in a major way where it causing a bigger issue.

    This is why we strongly suggest you only open one ticket for each problem you're having at the time.
    Last edited by a moderator: Oct 14, 2015
    Michael likes this.
  3. Dear ComputerMan, I think your company could explain this briefly in some ticket page and this might improve and minimize number of missing emails.

    Thanks anyway for explanation.

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