New on LowEndTalk? Please Register and read our Community Rules.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
Buyshared to Namecrane | Downgrade in Support
Using their services from long ago. but since Namecrane Support tickets taking longer to get a repones.
Previously it takes 1-2 hours and below. But now it takes longer then 10 hours.
Is it me only or everyone ?
Actually I love their service. Service, supports all are good enough.
But in case you have an issue, you have to wait for that much time.
Comments
10 hours is a reasonable enough ticket response time for non critical issues. What sorts of tickets are you opening? And how many?
It's vary from person to person, provider to provider and depends on what type of services.
I am using mostly Shared and Reseller services from Many Top LET and Non LET Providers.
Every provider mostly responds within an hour.
And they are Racknerd, HostMedia, Crowncloud, speedypage etc
For the price point they charge, I wouldn't always expect replies within an hour.
If you happen to receive replies within an hour from other providers, then great - all the better.
You'll find that some providers are quicker at certain times of day, as some periods may have lower staffing, or none at all for non-critical issues (i.e. network/server outages).
Some answer you after 2 weeks and they don't resolve, so you answer and wait another 2 weeks (if it goes well...)
I don't want to mention any names
I love Namecrane, so I am little bit worried.
Sorry about that, that’s on me.
We are short staffed and I was gone for almost all of last week for lunar new year. I’ve also been getting pulled away to work on the Netherlands move.
We’ve been talking about getting more help, I guess I gotta stop talking and doing on that
Francisco
Is that something @NameCrane is guaranteeing or striving to achieve?
I understand it could be the latter but it allows minds to think that I put a ticket and a resolution will be handed over in next 120 minutes top.
Something like how Amazon prime in the US promised 2 day shipping. Technically it is, after the product is shipped, 2 day delivery is guaranteed. But most of the time, someone orders and got their stuff delivered within 2 days of order blow their minds when this is missed. I think this same mentality may be coming with users to expect immediate resolution.
I think it is important to have good expectations set so it's better for the customers/ team. Under promise and over deliver sometimes has negative consequences...
Just my 2 cents.
I have always appreciated promot support. But with the price paid I'd expect a delayed gratification frankly. I just hope your team gets enough mental peace trying to navigate through the ticket inflow.
To get more staffers you mean? Yes, we'll need more staff in time anyway. With me being stretched thin at the moment between NameCrane moving to NL, CraneMail EU, and BuyVM's CH location, we need the support sooner rather than later.
Now it's the discussion on if we want to hire a support firm or try to find a handful of users on our own.
A support team of sorts is probably a decent option given its' shared/resellers, most teams are well versed in cPanel/DA. BuyVM had too many unique features/way of doing things that hiring teams always ended badly.
Francisco
Thank you for sharing.
While I appreciate you are forward thinking on this. My statement was for the support response turn aroundtime. Like 1-2 hours to 1-2 days or whatever it could be.
Is this number @NameCrane wants to guarantee (whatever be the number) or strive to achieve keeping the general expectations of a slightly longer turn around.
Thanks
From a user's perspective, it feels better to deal with in house support. They know their platform and any customizations, they care about their brand. Outsourcing is all about money/commission, actual support can be hit or miss...
>
Guaranteeing such things is pretty crappy. We used a support team a long time ago for BuyVM and their #1 focus was on 'first response time', never 'resolution time'. That meant it was always a rush for them to get a 'hello XYZ, we confirm we got your ticket', and then the ticket sat for ages. Their reports made them look like absolute kings with 1 - 3 minute first response, but who cares about that if the issue is never fixed.
Francisco
I am always wondering why people have statistics on ticket response times of multiple hosts. How often do you guys create tickets? Maybe I'm weird but for me a ticket is usually the last resort if a problem can not be solved on my end. Most of my services have never been mentioned in a ticket ever although I got them for multiple years already.
But objectively speaking, many responses within an hour are just pre-received
Bwhahahahha. Rightly said.
First response times make it a skewed comparative but in minds of customers it's like o boy their support is top notch.. lol.
But from OPs side that was what in their minds indirectly. Responses taking >x hours suddenly. The expectation needs to be re-iterated with customers.
Thanks and good luck.
Just like how @Francisco explained, majority providers have the first response note which is sent out as soon as a ticket is created and this paints the customers mind they woe this provider is awesome vs the other provider has crappy support. They do not see in depth of how/ when the resolution was done.
Now, coming to the other piece, many folks are not tech savvy. For them, they get into something not realizing that managing a vps is something not a set and forget thing. Plus with shared/ reseller hosting it becomes their personal support for doing something on their own content (majorly) vs anything actually wrong with the service vs not reading the documentation to solve a quick how-to q.
Are yo a customer of namecrane and of reseller hosting to resell to customer ?
I am using them more then 7-8 years.
So I know then very well how their service and support is. Obviously they are good so I am using for so long.
And If you love something , you will be worried if that's quality going down.
All the providers I use for Shared/Reseller all of them are rock solid in Service and Support including Namecrane.
And actually supports don't needed though with a good service. Same with namecrane too. I opened ticket after longtime.
But as I use only the best one and don't want to leave namecrane anyway so i have created this thread.
There is many who will say this is fair, but not for me/us. Maybe you haven't used any good provider so it's fair. Namecrane also a prem provider. I love them from heart so I don't want to see them to reduce the quality.
Thanks for the love and care
No, this is just us being understaffed and me being pulled away on the DC stuff. We grew a lot last year and should've hired more help before we put out Cranemail.
I've already been in contact with a support group to see what they can offer.
To be fair we don't have response times posted anywhere. As OP said, hes been with us since BuyShared first started so he's seen the sudden decline since probably September of last year.
Working on it
Lets see what comes up.
Francisco
Awesome. I have also been a customer for both buyShared, buyvm for quite a long time.
Good luck @Francisco
How much do you pay monthly?
No, we're not going there.
It's not his fault if we charge a cheap rate. This is simply I should've hired last year and didn't.
It'll be rectified, I just need to address some concerns first
Francisco
Why do you have issues if a provider is giving best service and support in low budget.