Surpass Web Hosting Forums - View Single Post

Fuyu · May 11th, 2008, 5:24 PM

I agree that higher levels of support should be serviced by fewer people, a support pyramid of sorts. My recent experiences with support illustrate a pattern of simply not reading through the thread-stream.

I hope it's not because there is a manage-by-numbers policy at the support centers. It's bad enough dealing with the emotions of distressed clients without having to make sure you parse X tickets by the end of your shift or else you get a negative perfomance appraisal. Hopefully the support sub-contract is not pay-per-ticket! Please, take the time you need to resolve the issue without going home and beating your wife and kids!

Having cut them some slack, the definition of the word 'updates' needs to be revisited. As part of the ticket submission process, I'd like to subscribe to feedback level (let me know when it's done/let me know after each milestone/conference me in on skype/skype me in and turn on your webcam/I'm driving right over).

Surpass do a good job. They mean well, which is probably a big part of why they've thrived. It's sad to see defenders of the faith bristle whenever constructive criticism is raised. We all want things to improve.

Thanks Steveorg.

May 11th, 2008, 5:24 PM	#9 (permalink)
Fuyu Registered User Seasoned Poster Joined in Jan 2004 Lives in Atlanta, GA, USA Hosted on PASS3 63 posts Gave thanks: 7 Thanked 0 times	I agree that higher levels of support should be serviced by fewer people, a support pyramid of sorts. My recent experiences with support illustrate a pattern of simply not reading through the thread-stream. I hope it's not because there is a manage-by-numbers policy at the support centers. It's bad enough dealing with the emotions of distressed clients without having to make sure you parse X tickets by the end of your shift or else you get a negative perfomance appraisal. Hopefully the support sub-contract is not pay-per-ticket! Please, take the time you need to resolve the issue without going home and beating your wife and kids! Having cut them some slack, the definition of the word 'updates' needs to be revisited. As part of the ticket submission process, I'd like to subscribe to feedback level (let me know when it's done/let me know after each milestone/conference me in on skype/skype me in and turn on your webcam/I'm driving right over). Surpass do a good job. They mean well, which is probably a big part of why they've thrived. It's sad to see defenders of the faith bristle whenever constructive criticism is raised. We all want things to improve. Thanks Steveorg. __________________ Server: Pass3 (72.29.75.151)