ThePlanet.com : ServerMatrix/ThePlanet no longer offering 2-ring SLA.

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This web hosting discussion started by Guspaz on 12 December 2005

I called support earlier today to figure out which DC my server was in (I was getting DC4 notifications, and thought I was in DC2).

First of all, I have to comment that there is no more tech support option on the 1-800 number. I had to take a guess that “Customer Care” meant technical support, which it was. Of course, normally Customer Care means something else.

The second thing, though, is that after pushing 1 for “Customer Care”, it took 11 rings before somebody picked up. And once he did pick up he identified himself as tech support, not customer care.

What is my point? Well, fix the menu system so that tech support is labeled Tech Support. And don’t promise to pick up in 2 rings if you’re going to leave me wondering if anybody is ever going to pick up. 11 rings is longer than I normally wait when calling people.

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