Mia Culpa

[frankad_60]

This is my public thanks and support for SB support. I recently had a problem, which as most problems, was my fault! The SB support team repaired the odd ball screw-up and did it professionally without the finger pointing (at me) that I am now doing.

I'm not going to rehash response times or lost ticket issues but I am going ot point out that the SB techs actually know what they are doing! If you've been involved in the "computer biz" for more than a week you should know very well what incompetant support looks like and you won't find that here. The SB techs respond with real knowledge and not reading from a screen.

So it's hats off to all the SB support staff and SB management for having the foresight to hire professionals instead of CSR's who read canned help files.

Thanks Guys

[knightfoo]

You're welcome, and thank you. :D

In the end, it doesn't really matter who or what caused the problem, as long as it gets fixed.

-knightfoo

[QT]

:applaud:

[frankad_60]

Don't make me argue with you!

You are correct.

Obviously folks like you and QT and others too numerous to mention have been doing this for a while and you know as well as I do that "Real Support" is mostly a thing of the past. Most companies hire a supervisor with some degree of knowledge (mostly people management skills) and they hire CSRs who use a knowledgebase to repeat answers to customers.

I just want to be certain that everyone understands that SB support is about quality and not quantity! Anyone, with enough money, can supply 24x7 phone support from people who don't know jack, that's quantity. But email support from knowledgeable techs that actually deliver results is quality. And in the end if you're a customer what matters most is quality!

[QT]

Originally posted by frankad_60
Don't make me argue with you!

You are correct.

Obviously folks like you and QT and others too numerous to mention have been doing this for a while and you know as well as I do that "Real Support" is mostly a thing of the past. Most companies hire a supervisor with some degree of knowledge (mostly people management skills) and they hire CSRs who use a knowledgebase to repeat answers to customers.

I totally agree with your statements here.

Originally posted by frankad_60

I just want to be certain that everyone understands that SB support is about quality and not quantity! Anyone, with enough money, can supply 24x7 phone support from people who don't know jack, that's quantity. But email support from knowledgeable techs that actually deliver results is quality. And in the end if you're a customer what matters most is quality!

Here as well. I don't think that most people truly understand that concept. "Quality vs. Quantity". I understand that it's easy to become irate because your ticket wasn't answered in what you thought was a timely manner (up to 48 hrs), or that you become upset because the answer you received wasn't the answer that "you" were looking for or thought was correct. What I think most fail to see is something that you did. The ServerBeach employees (granted they take longer than they should sometimes) answer your tickets, your questions on the forum (when it's really not a job requirement), and handle your issues thoroughly. So instead of "grazing over and replying with canned answers" through 100's of tickets..which they could very well do, they take the time to check your issues out completely and let you know what you (or they did wrong).
People really do tend to forget in all their complaining of "I pay for this service and I expect my issues to be dealt with immediately"...that the quality they receive makes it well worth the (reasonable amount of) time waiting.

Kudo's to you guys at The Beach. :)

[tpaulaskas]

I will second "Quality" of service. Dispite the fact that it took a while when my server would not come back up from a reboot, tech support did a very thourough job. My server was locking up, causing me to reboot. They got the server back up, which is what I wanted, but they took the time to figure out why it was locking up and fixed that too.

But on the flip side, it is hard for us server admins to wait hours or even days to get an issue resolved that we could fix in minutes with physical access to a box. I blame my parents for spoiling me. :D