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Suddenly Everything Sucks
02-20-2005, 01:06 AM
Post: #21
Suddenly Everything Sucks
You're telling me! I've read some awesome things about this web host, and this is a horrible first impression... I'm willing to let this one slide if its just a one-time thing...

As of 10 hours ago, I sent in my request for tech support, regarding not being able to make a mySQL DB, due to the service not being available.

There are also a total of 445 open requests still in the support request as well, as of right now. Did the tech guy quit? I also do not appreciate how the Emergency Status page has not been updated since Feb 11, and there have been absolutely zero announcements regarding anything.

(EDIT: Whoa, the open requests are going down! Finally!)
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02-20-2005, 01:20 AM
Post: #22
Suddenly Everything Sucks
Quote:There are also a total of 445 open requests still in the support request as well, as of right now. Did the tech guy quit?
No, Tech Support didn't quite, but they do have 445 open requests to get through, with about an average of 20 or so more added every hour. If they have five support employees, each support employee would have to do 3.7 per hour to get through all 445 in 24 hours, assuming that there are no additions in the mean-time. And, let's assume that these five employees are genuine humans and don't work 24 straight hours. Let's assume that they work twelve hours. Then, each support employee would have to do 7.4 per hour to get through all 445 in 12 hours (or 1 every 12 minutes), assuming that there are no additions in the mean-time. Yeah, they're pretty busy.

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02-20-2005, 10:01 AM
Post: #23
Suddenly Everything Sucks
It certainly looks like they are. Did I read somewhere they were looking to hire another support person?

I don't know much about tech support ticket tracking software, but it would seem like a good idea to have some way of going through the tickets and grouping them by likely causes. For example, a database process getting bogged down or locking up could generate tens of tickets that could all be completed by solving one problem. It might be a good idea even if it took human input to look for the patterns full-time. Maybe they already do that, I don't know. It would certainly be cool if the customers could see tickets grouped by by problem like that. You could see how many other people had the same problem as you. Maybe it could even be set up so you could see which problems were being worked on. Might give you a better idea about how long it would be before your problem was getting fixed. Maybe you'd see that you were the only person with your problem, and all the techs were working on something else that affected 60-100 people. Right now it's not really obvious enough that any of the requests are even being met when people are submitting them faster than they can be answered.

Maybe those features are in really expensive ticket tracking software, maybe it's a totally unworkable idea, I don't know. Kinda fun to speculate though. More fun than fuming about how your site isn't working anyway.
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02-21-2005, 12:20 AM
Post: #24
Suddenly Everything Sucks
yeah my site is slow as hell also, when i can actually connect.
Most of the time i get a xxx.net cannot be found error.

vex is the server.
and i am not very impressed, i have never seen good speed since i first signed up.
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02-21-2005, 11:06 AM
Post: #25
Suddenly Everything Sucks
How can one discover the load average for a DH mailserver?
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