End User Support - Complaint

[stressfree]

Hi Guys,

You do a great job and overall I am a very very happy customer, so sorry for posting this publically - but it's my experience that when there is a complaint, the forum is the only spot I actually get a reasonable response, rather than just a 'canned' response or a 'we'll raise this with the relevant department' type response.

I today had an issue with a clients site there the user permissions on the database had reset, causing the site to error. I was not able to look straight away, so knowing that eukHost offer end-user support I told the client how to get onto the online chat.

Within minutes the support agent was trying to get him to change the IP addresses of the domain, despite the fact it was clear from the error message the customer gave that this had NOTHING to do with the problem. (The support agent got confused as the customer gave the server IP, but due to the site having a dedicated IP for SSL the site is running on a different IP but on the same server - however, as I said, the error message my customer gave clearly pointed to a permissions or database lock issue which is easily solved).

I don't really mind that you guys weren't able to give the right answer (even though I'm sure most of your support team could have done), as to me it's a bonus service you provide. What I do mind though, is that my customer was lead down a confusing wild goose chase away from the correct answer.

If someone doesn't know the answer, I'd far rather they passed it on, or just told my customer they couldn't help than potentially causing further problems.

I won't post the chat transcript as obviously it contains sensitive information, but can someone advise me on who I could message or e-mail it to so that lessons can be learnt from this?

Many thanks, and sorry for having to post on here...

Dan

[eUK - Chris]

Hi Guys,

You do a great job and overall I am a very very happy customer, so sorry for posting this publically - but it's my experience that when there is a complaint, the forum is the only spot I actually get a reasonable response, rather than just a 'canned' response or a 'we'll raise this with the relevant department' type response.

I today had an issue with a clients site there the user permissions on the database had reset, causing the site to error. I was not able to look straight away, so knowing that eukHost offer end-user support I told the client how to get onto the online chat.

Within minutes the support agent was trying to get him to change the IP addresses of the domain, despite the fact it was clear from the error message the customer gave that this had NOTHING to do with the problem. (The support agent got confused as the customer gave the server IP, but due to the site having a dedicated IP for SSL the site is running on a different IP but on the same server - however, as I said, the error message my customer gave clearly pointed to a permissions or database lock issue which is easily solved).

I don't really mind that you guys weren't able to give the right answer (even though I'm sure most of your support team could have done), as to me it's a bonus service you provide. What I do mind though, is that my customer was lead down a confusing wild goose chase away from the correct answer.

If someone doesn't know the answer, I'd far rather they passed it on, or just told my customer they couldn't help than potentially causing further problems.

I won't post the chat transcript as obviously it contains sensitive information, but can someone advise me on who I could message or e-mail it to so that lessons can be learnt from this?

Many thanks, and sorry for having to post on here...

Dan

Hi Dan,

We regret any inconvenience caused , please accept our sincere apology.

Its advisable that the account owner himself contact support for security reasons , but in case if client/customer of a reseller contacts us , he would need to provide the registered email address of the account owner, so that its easy for the operator, to locate the billing and account details and avoid such confusion.

You can email the chat transcript to feedback@eukhost.com or windows@eukhost.com, we will take care of this, and necessary actions against the incident will be taken.

Your post to bring this incident to our notice is really appreciated. we are really thankful to you, as this will give us an opportunity to learn from our mistakes and improve the quality of our support for better customer satisfaction

[stressfree]

Thanks for your reply Chris,

I'd never seen the feedback@eukhost.com e-mail address before - will use that if ever I need to in future!

I've forwarded the transcript over, hope it helps,

Dan

[eUK - Chris]

Hi Dan,

Thanks for forwarding the transcript, We will make sure that necessary action will be taken.

I strongly believe that, henceforth, you would be using the feedback email only to forward appreciation,felicitation and cherishable experiences , as we wont let you down again.

Though you can forward your complaint's or suggestions , so that we can improve our quality

[eUKhost.com]

Hi Dan!

It seems your customer's chat was handled by a new staff member in our Window's support team. I will talk to his Team Leader and ask him to keep close watch on "Pete" who has recently joined. I am sure he won't repeat such mistake in future.