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Does Incognet ever respond to support tickets?
So I'm a new website developer and I signed on with incognet. Their actual services have been great, dont really have any complaints there. In January I posted a support ticket because I wanted to see if it was possible to upgrade my vps rather than getting a whole new one and having to migrate everything over. It went 3 weeks with no response whatsoever. I finally closed it because it was clear there was no intention of responding. Their automated email when you send in a ticket says it can take 5 to 7 days.
Ok, fine, not the end of the world. I ended up just buying the new vps and migrating over since I didn't hear back. Fast forward to April 20th, where I put in a support ticket because The Virtualizor VPS object is detached from the Service or the panel mapping got detached or something. I'm not that tech savvy, this is just what I've been able to ascertain from ai diagnostics, so its possible its something on my end that I'm failing to diagnose properly. But the result is that I have no access to my 5 monthly backups, no access to vps controls via their control menu, no access to the server status screens, none of it. I sent that ticket on April 20th and a month later I still haven't heard a thing out of them on either ticket.
Is this normal? Do they ever respond to tickets? Anyone else had similar situations?
Comments
@MannDude
Their support is pretty "best effort" from what I've seen on the forum, although I haven't needed to open a ticket for anything (yet). That being said, I quite like the little VM I have with them. I'm sure @MannDude will sort you out soon, he's good people.
I've gotten ticket responses within hours and within weeks. I have some tickets that I opened upwards of a week ago with no response yet.
This is an issue that @MannDude has addressed before, but from what I can tell, there's little he can do now as a one-man business. I still like the company overall.
Good to hear that they respond eventually. I don't mind waiting, and the service has been great otherwise, so that definitely is reassuring to know. Appreciate the responses guys.
@RyanTWA ... and welcome to LET support
What's the ticket ID? I'll take look.
Appreciate that,
0420Q19F0
Actually it's not the first time I see someone complaining about your response time to support tickets (it's literally the only downside I heard about your service).
Maybe you should consider hiring some support people to manage them a bit faster.
hire me
i need money to pay for my buyvm horsecock 1gb luxembourg vps to host gay porn
Easier said than done, but do plan on hiring someone part time for a couple hours a day M-F or more hours each day, but a few days a week. Their schedule would be mostly decided by them, would only be 12 to 20 hours a week anyway and be short contracts that renew every 30, 60 or 90 days at the beginning. I already have a rough draft of a, "We need your help" post saved on my laptop.
My biggest concern is only getting help from the US or somewhere things like NDAs and other legal agreements can be enforced and where we can reasonably verify the identity of the contract worker, etc. Not sure how other companies deal with this or they just have blind trust.
doing gods work
Just hire "Incognet Worker Privacy" by the hour.
No identity verification, pay $0.25 per ticket reply.
seriously why doesnt anyone hire @yoursunny
they are in the US
pay one wage and you get they
Connect xai or claude and support erands is done.
Too afraid of IPv6 propaganda
i believe there are more IPv6 lovers than haters so they should bring about a net Advantage
I won't hire anyone who can do more pushups than me.
i dont like ipv6 because its too long i cant memorize it
I'll be to my desk soon and will update you then. Sorry for the delays.
im not a fan of IPv6 either but definitely not a hater.
0514Y12V8
0514K57S2
0514Z49P0
0514G30A1
0514Y04T7
Not high priority, but figured I'd drop these here as well.
Frankly for services offered on this site, I'd expect little to no support anyway, although longer than 2 weeks is definitely excessive especially if we're talking about service degradation.
People underestimate how much labor wages cost. Payroll can sometimes cost as much if not more than the server infrastructure itself. Customers want cheap, and especially those who rarely contact support don't always want to pay a support premium on their invoices.
Unless we're talking about "I can't use the service I paid for" type of issues (which is the OP's case), slow support responses should be the realistic expectation in exchange for low prices.
wohoo
?
There are some tickets unanswered tbh
Real
0514 indicates they're all from the same day, on May 14th. I'll merge them into one ticket, and address concerns in a bullet point if its not the same thing in each ticket. No need for multiple tickets, multiple things can be addressed in one.
Cool. They’re the same request for 5 different services. Will note that next time.
Thank you for response, hope you'll find a great employee
Those are fair points. Maybe support could be an additional (paid) service. Tickets that are not "I can't use the service I paid for" would be answered by a dedicated person hired just for that.
I've also seen some providers making offers with "no support" so that customers know what they're getting into from the start.
MannDude commented on other thread that getting 10 high paying customers is better than 100 low paying ones. Those doing serious business with IncogNET could pay for additional support and people here just idling their idlers would not get support.
I'm not here to complain of course, just sharing what I've heard and hopefully give some feedback. I'm pretty sure IncogNET is providing an awesome service otherwise.