My concerns are about ticket# 804871, live chat transcripts from Sept 30th, and the customer relations reply above. Please read this before looking up the ticket or live chat transcripts. I am not convinced the ticket has ever been read in its entirety.
I feel that as a customer of over 8 years that I have been reduced to a simple ticket number. When this ticket is marked ‘closed’ I feel that is exactly what will happen to my concerns below. I am not upset about the issue; I am upset about how I was ignored.
I asked multiple times for a level 2 or level 3 to call me on my cell. The response was that level 3 was not able to call me. Why? In the ticket I was attempting to state the errors that I had, but apparently they were being ignored and there was an assumption of what my issue was. There appeared to be only one level 1 representative (Trey?) over 24 hours after the event that understood my error after calling back multiple times to state my case. I felt on trial as it didn’t seem to progress until he was able to replicate my error. However, in the ticket I posted the error and how to replicate it. I told multiple level 1 reps the same thing. A phone call from level 3 would have solved my issue in minutes rather than almost 2 days.
The issue started after the power outage… it took 32 hours before I was even asked for my phpmyadmin password! I told the level 1 support that if the phpmyadmin issue was resolved – it should fix the server issue. At one point before being asked my password, I was told that my database was being restored and that daily and weekly didn’t work. If the monthly backup did not work, they didn’t know what to do. My entire forum would be as risk. Again, at this point I am fairly certain my ticket/replies were not even being seen. I had to call multiple times to get attention.
After the server was fixed (unsure what the actual issue was) I had to call to find out the status. My guess is that they fixed the socket errors on the mysql server and because there were attempts to repair from a backup they were forced to do a daily repair which was likely not even necessary. I still have no clue how it was fixed. I even asked for a very detailed technical explanation. I never got it.
Level 1, Level 2, and Level 3 support technicians are siloed. They do not talk with each other. Perhaps a solution is that if a ticket needs to go beyond level 2, the level 1 & level 2 folks take a moment to conference with level 3. We all know that 90% of any issue is to first identify the problem. Here there are many instances here of assumption which dragged my issue on well beyond necessity.
As an IT support representative myself of over 25 years, I understand human error on the power issue. But what I do not understand is the ignoring, assuming, and reducing me as a customer to a simple ticket. Even the client relations supervisor was unwilling to call me. If he was on vacation, punt it to someone who might take 10 minutes of their time to listen to my concerns so I at least feel like my event can help make the company a better place to work for and help improve the quality of service so no others might not have to go through this again.
Those are some of my concerns. Reply back with an “I’m sorry”, “I understand your frustration” that is apparently all I need as a customer. Then call it a day and grab a beer. Again, feel free to call me. Bring back the human element. What would work better than a phone call to me is to address the underlying lack of communication within the support department.
Regards,