Phillip Spencer
to me

12:05 PM (1 minute ago)

I will walk over to see what the issue is.

THANKS,

Phil

On Mon, Sep 21, 2009 at 12:05 PM, Phillip Spencer <pspencer@aplus.net> wrote:
> I will walk over to see what the issue is.
>
> THANKS,
>
> Phil

Phil,

While I appreciate your reply, it has now been nearly three hours since you wrote. And three hours since I called your support line again and was told I would hear back as soon as possible. And nearly eight hours since Russ Gilman told me on a cNet forum that he would have a supervisor contact me. http://forums.cnet.c...=forum-w;forums06

My site may not be "important" in the grand scheme of things, but it's important *to me*. To have it offline for four days, to have an unknown number of emails that I will never see, potential clients I will never reply to, these are major problems.

This incident could still turn into a story of how your team was able to overcome the technical hurdles of a major system migration, putting in the extra effort to support even a small one-man operation. But right now I'm not very optimistic.

I want to believe I made the right choice two years ago when I signed up with your company. Do I need to admit defeat and find another host?

Drew Kime

Drew Kime
to rgilman, Phillip Spencer

show details 5:22 PM (0 minutes ago)

Mr. Gilman:

After you responded to my post on CNet this morning, I expected to
receive a call from a supervisor in the morning. I waited until noon
before calling, and was told I would receive a call back within three
hours. Starting at 3:00, I called every 20 minutes to see if anything
had changed.

The last time I called, at approximately 4:45 p.m., the Customer Care
representative assured me that system administrators were working on
the issue, the same message I had heard for the past three days. I
asked if there was a supervisor I could talk to, since I wasn't
hearing anything new. I spent ten minutes explaining to her that her
assurance was no different from the assurance I had heard from every
previous representative.

From my perspective, the only thing your Customer Care representative
was empowered to do was write down what I was saying, and tell me to
wait for a fix that she assured me was coming.

No sooner had I hung up than I finally received a call back from the
representative I had spoken to at noon. She said she had heard from a
Vice President earlier in the day, who was finally able to get things
moving with the system administrators. I can only assume that was you.
While I'd like to thank you for getting them to take some action, I'm
very disappointed that it takes personal intervention from a VP to get
someone to resolve a problem this severe. I would hope you are as
concerned by that as I am.

While writing this, at 5:19 p.m., I received a call that the sysadmins
had finally made the changes. I do see my site again, and I am
receiving email. I hope this fix is more permanent, and while I hope
not to have any problems like this in the future, I trust your
escalation procedures will be more effective should the need arise.

Again, thank you for getting the problem finally resolved.

Drew Kime