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Good level 1, terrible Level 2 tech support
posted on Apr 09, 2004 by Siaxin LongUser email: n/a
Web site: Submitted but not made public
Used the services of ValueWeb for: N/A
Date when last hosted by ValueWeb (as of Apr 09, 2004): N/A
ValueWeb Web Hosting Plan used:
Customer support rating: 2
Webhost Technical quality rating: 9
ValueWeb Web hosting services Cost/Value rating: 6
Web hosting provider Overall rating: 6
Purchased a linux dedicated server with all the accompanying programs to manage it.
Great prices and relatively timely when technical support problems and inquiries are the norm i.e (DNS resolving, etc). These are all "level 1 - trouble tickets". Nice tech support people, but once the trouble becomes a little more involved they send you to Level 2.
We spoke 3 different level support people that really hated their job. Extremely uncaring and awful at any problem solving. Mostly tells you what they think you are doing wrong and regard you as someone who knows nothing.
(The problem was a simple ISP to DNS misconfiguration in their part.) Didn't even want to acknowledge that or fix it.
Another problem arose: Our business is integrated with Netscape for more than 5 years now and somehow their server didn't jive well with it's outgoing mail.
Level 2 solution: Don't use Netscape just switch to outlook. All I could say to the person was "duh".
Solution: Go to other hosting companies. They pop up everywhere - their hungrier and will cater to you and are genuinely more concerned.