appliancejunk Posted January 25, 2010 Share Posted January 25, 2010 I went ahead and purchased a hosting package to run a test site on. Still trying to decide what other products I want to purchase. Anyway the first thing I did with my new hosting package was to change the password in the client area. After that I could not log into my cpanel. I did not know what to do so I called the 800 number and was talking to some in seconds! They created a support ticket and said someone would email me after it was corrected. With in a minute or less of getting off the phone I had a email saying it had been corrected! Wow, now that's customer service! Link to comment Share on other sites More sharing options...
Fishfish0001 Posted January 25, 2010 Share Posted January 25, 2010 I've never actually called them, but yeah their ticket support is great :) Link to comment Share on other sites More sharing options...
Collin1000 Posted January 25, 2010 Share Posted January 25, 2010 Ive never called IPS either. Even if I paid for it, odds are I would never use it. But its good to know that it works so well! :thumbsup: PS: Welcome to IPB! :cool: Link to comment Share on other sites More sharing options...
miikerocks Posted January 25, 2010 Share Posted January 25, 2010 Yeah I remember one time having to call the 1-800 number and they're really helpful. They get to you quick, help you quick and overall just allow you to continue on as if you didn't come across any bumps in the road at all! :) Link to comment Share on other sites More sharing options...
Management Charles Posted January 25, 2010 Management Share Posted January 25, 2010 We don't really get that many calls. Being an Internet company most people just email or send in tickets. We also can't really "fix" broken things on the phone (would just be us breathing in your ear for quite a while while we research issues) so it's limited what can be done over the phone. However, the phone is handy though for situations like this when a password is needed, a quick questions, account issue, or similar things. Link to comment Share on other sites More sharing options...
appliancejunk Posted January 25, 2010 Author Share Posted January 25, 2010 Thanks for the welcome, With my old host I would have just filled out a support ticket too, but this gave me a reason to test out the 800 number. ;) I must say that everything I have seen so far is very professional and that's just what I'm looking for. Link to comment Share on other sites More sharing options...
Management Charles Posted January 25, 2010 Management Share Posted January 25, 2010 We always try our best. As with anyone, we might mess up now and then but we always try. Link to comment Share on other sites More sharing options...
Smokey-Rev Posted January 25, 2010 Share Posted January 25, 2010 I wanna call the 1800 number just to chat with Charles, Matt or Lindy for a bit. :lol: Link to comment Share on other sites More sharing options...
Management Charles Posted January 25, 2010 Management Share Posted January 25, 2010 I wanna call the 1800 number just to chat with Charles, Matt or Lindy for a bit. :lol: Good luck with that ;) Link to comment Share on other sites More sharing options...
Simon White Posted January 25, 2010 Share Posted January 25, 2010 I've never actually called them, but yeah their ticket support is great :) I wouldn't say their ticket support is great. I submitted a ticket a half 10 in the morning, and its not past 5, and it's still not sorted. I'm going to phone. Link to comment Share on other sites More sharing options...
Management Charles Posted January 25, 2010 Management Share Posted January 25, 2010 I wouldn't say their ticket support is great. I submitted a ticket a half 10 in the morning, and its not past 5, and it's still not sorted. I'm going to phone. That's well within our guaranteed response time plus it's a Monday too so things are always a bit backed up on Mondays. We offer the ability for customers to tag their tickets as critical if it's a time-sensitive issue as well. If it is something that is a priority then you could use that option. For your particular ticket I feel you are being a bit misleading as our staff has been replying to you all day working with you on the problem which appears to be a server issue, not an IPB problem. It's not like we are simply ignoring you :) some issues simply take time to resolve. However, I will point your ticket out and be sure the staff gets to it as soon as they can. Link to comment Share on other sites More sharing options...
Jamie_Dolan Posted January 25, 2010 Share Posted January 25, 2010 We don't really get that many calls. Being an Internet company most people just email or send in tickets. We also can't really "fix" broken things on the phone (would just be us breathing in your ear for quite a while while we research issues) so it's limited what can be done over the phone. However, the phone is handy though for situations like this when a password is needed, a quick questions, account issue, or similar things. I like using tickets also. I have called twice. The first time was to confirm an install time, someone answered the phone and confirmed. Then the second time was today, I figured my problem was related to something stupid I did and they would know the answer since it was a fairly straight forward problem. Anyway, they answered the phone again today right away. Ended up being a more complicated problem and I had to submit a ticket anyway Jamie Link to comment Share on other sites More sharing options...
Mark Posted January 25, 2010 Share Posted January 25, 2010 I wanna call the 1800 number just to chat with Charles, Matt or Lindy for a bit. :lol: Charles is very chatty ;) Link to comment Share on other sites More sharing options...
Smokey-Rev Posted January 25, 2010 Share Posted January 25, 2010 Charles is very chatty ;) Yeah I think it'd be cool to chat with a few IPS staff members for a bit. :P Link to comment Share on other sites More sharing options...
Management Charles Posted January 25, 2010 Management Share Posted January 25, 2010 I am not chatty. Link to comment Share on other sites More sharing options...
Brian Garcia Posted January 25, 2010 Share Posted January 25, 2010 He is very different on the phone. Beware. :whistle: Link to comment Share on other sites More sharing options...
Bacon Posted January 26, 2010 Share Posted January 26, 2010 I went ahead and purchased a hosting package to run a test site on. Still trying to decide what other products I want to purchase. Anyway the first thing I did with my new hosting package was to change the password in the client area. After that I could not log into my cpanel. I did not know what to do so I called the 800 number and was talking to some in seconds! They created a support ticket and said someone would email me after it was corrected. With in a minute or less of getting off the phone I had a email saying it had been corrected! Wow, now that's customer service! Might want to sort out the email you registered with though. Customer lounge has many dark secrets to it :whistle: Link to comment Share on other sites More sharing options...
Keith J Kacin Posted January 26, 2010 Share Posted January 26, 2010 Charles is very chatty ;) catty* :lol: Link to comment Share on other sites More sharing options...
bfarber Posted January 26, 2010 Share Posted January 26, 2010 I've been pushing for Charles to do a live moderated chat (forget developer chats, we'll do an owner chat!). I don't think he wants to be in front of a camera in front of the entire community however. Link to comment Share on other sites More sharing options...
Management Charles Posted January 27, 2010 Management Share Posted January 27, 2010 I'm shy and easily frightened you see. Link to comment Share on other sites More sharing options...
HarryH Posted January 27, 2010 Share Posted January 27, 2010 I'm glad you had a good experience. Their ticket supoort is SLOWWWWWW most of the time. Link to comment Share on other sites More sharing options...
Management Charles Posted January 27, 2010 Management Share Posted January 27, 2010 What would be a response time that that you would not consider slow? Link to comment Share on other sites More sharing options...
HarryH Posted January 27, 2010 Share Posted January 27, 2010 What would be a response time that that you would not consider slow? 4 hours from 8AM-3AM EST for non critical issues. Immediate for "system down" type issues. I know the sales materials say there's a 2 day ticket turnaround for standard licenses and 1 day for business, but Invision should try to do a lot better than that. Especially for questions that don't require someone to log in to the users system. I have found IPS to be painfully slow for ticket support, and the one time they were quick, they stopped responding before the problem was completely resolved. Lots of companies sell HW and SW with expected turnaround times. The good ones respond immediatly. Link to comment Share on other sites More sharing options...
Mark Posted January 27, 2010 Share Posted January 27, 2010 We of course aim to respond to all tickets as quickly as possible. We have technicians working almost 24 hours a day, and generally tickets are responded to in the sort of time period you're saying. Ticket volume of course fluctuates, we can have days where we come in and there are 10 tickets, others where there 100. Today was one of the latter days, and I can appreciate how just one ticket on a bad day can change a positive opinion. Link to comment Share on other sites More sharing options...
.Ian Posted January 31, 2010 Share Posted January 31, 2010 Tickets are fast :) Never had an issue with tickets. The phone was hit and miss - when I called from the UK, I was forwarded to an outside company, who I assumed incorrectly was ips, and invited to ask for a call back. Being in the UK, a call back was not an option. I don't think I ever got through to IPS. Link to comment Share on other sites More sharing options...
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