Support?

alextj · August 5th, 2006, 2:13 PM

I have been trying to contact Surpass support for days without any result.
There is just one invoice that I think I shouldn't be paying for, but Surpass is just sending me the bill to email.

I was trying to send email to billing

surpasshosting.com and my email gets returned immediately "Delivery to the following recipient failed permanently".

I have been trying to access Surpass Helpdesk, I posted a message in there and now I cannot access the helpdesk page either, it's just timing out.

But they keep sending me Suspend Notice's.
Hello surpass support, I need you NOW, where are you at?

**Skipdawg** · August 5th, 2006, 2:36 PM

When you submitted the ticket to support did you get the auto reply email with the ticket number in it?

Are you using a domain related email or a ISP or webmail email like Hotmail or Gmail?

And the old billing email addy as far as I know was discontinued after the new ticket system went into place.

alextj · August 5th, 2006, 3:23 PM

Hmm, no, I actually didn't get that email.

I am using Gmail.

That's good to know they discounted the emails, so I don't have to try sending emails anymore, but why couldn't they update their FAQ, where it says to contact them through email...

Maybe it's just me doing something wrong, but I feel kind of dissapointed in current service, things like contacting billing support shouldn't be this complicated and FAQs should be updated.

And thank you for your fast reply Skipdawg. Now I actually can access the helpdesk, but I don't see the ticked I submited last time (WTF?). I'm quite sure I actually pressed Submit button after I wrote it, but don't remember what I got after that. I'll try to submit a new ticket now...

Thanks
alextj

**Skipdawg** · August 5th, 2006, 3:42 PM

The new system is fairly recent and they are still updating stuff it seems and working out some bugs. I ran into one a couple weeks ago so can relate to the frustration. I had not even looked at the FAQ lately.

Yea if the auto email dose not show up rather quickly after you submit, something is wrong. Mine come in in less than a minute. Sometime in like 5 seconds after submission.

August 5th, 2006, 2:13 PM	#1 (permalink)
alextj Registered User Fresh Surpasser Joined in Dec 2004 3 posts Gave thanks: 0 Thanked 0 times	Support? I have been trying to contact Surpass support for days without any result. There is just one invoice that I think I shouldn't be paying for, but Surpass is just sending me the bill to email. I was trying to send email to billingsurpasshosting.com and my email gets returned immediately "Delivery to the following recipient failed permanently". I have been trying to access Surpass Helpdesk, I posted a message in there and now I cannot access the helpdesk page either, it's just timing out. But they keep sending me Suspend Notice's. Hello surpass support, I need you NOW, where are you at?

August 5th, 2006, 2:36 PM	#2 (permalink)
Skipdawg Insanely Super #1 Joined in Jul 2005 Lives in Northwest USA 4,154 posts Gave thanks: 39 Thanked 78 times	When you submitted the ticket to support did you get the auto reply email with the ticket number in it? Are you using a domain related email or a ISP or webmail email like Hotmail or Gmail? And the old billing email addy as far as I know was discontinued after the new ticket system went into place. __________________

August 5th, 2006, 3:42 PM	#4 (permalink)
Skipdawg Insanely Super #1 Joined in Jul 2005 Lives in Northwest USA 4,154 posts Gave thanks: 39 Thanked 78 times	The new system is fairly recent and they are still updating stuff it seems and working out some bugs. I ran into one a couple weeks ago so can relate to the frustration. I had not even looked at the FAQ lately. Yea if the auto email dose not show up rather quickly after you submit, something is wrong. Mine come in in less than a minute. Sometime in like 5 seconds after submission. __________________

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August 5th, 2006, 3:23 PM	#3 (permalink)
alextj Registered User Fresh Surpasser Joined in Dec 2004 3 posts Gave thanks: 0 Thanked 0 times	Hmm, no, I actually didn't get that email. I am using Gmail. That's good to know they discounted the emails, so I don't have to try sending emails anymore, but why couldn't they update their FAQ, where it says to contact them through email... Maybe it's just me doing something wrong, but I feel kind of dissapointed in current service, things like contacting billing support shouldn't be this complicated and FAQs should be updated. And thank you for your fast reply Skipdawg. Now I actually can access the helpdesk, but I don't see the ticked I submited last time (WTF?). I'm quite sure I actually pressed Submit button after I wrote it, but don't remember what I got after that. I'll try to submit a new ticket now... Thanks alextj

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