Problems with my Dedi lately...

**frankiejr** · May 2nd, 2005, 5:26 PM

Hello,

I really didn't want to come here to post my gripes with Surpass. I've been very happy with them for quite some time now. Everything has been excellent...

Until lately. Over the past couple of weeks, I've had to email the helpdesk about a few problems I've been having. Before, when I'd email support

, I'd get a quick reply in a half hour or less. Now, when I email, I get a reply saying "I am forwarding this ticket to an admin to further assist you", and sometimes that's all.

I was really happy with the way Support handled themselves before these past couple weeks. I don't know if there's been a big change in the way support is handled, maybe too many new customers and handling the load is tough...but I've had some serious problems in the past couple weeks, one of which hasn't been solved yet (and it's a simple "change the default SSH port please!" request!).

I still like Surpass. I'm not trying to trash them; they're the best host I've ever had. I'm just hoping someone else has noticed the same thing so it can be fixed before it gets worse.

I'm hoping this is just a hiccup.

.frankiejr

P.S. I wanted to mention that at first I thought Surpass had outsourced their support. This is an assumption based on similar support problems I've had with other businesses.

**Emmanuel** · May 2nd, 2005, 8:41 PM

There has to be some miscommunication or misunderstanding
what is the ticket # and I will get to the bottom of it.

I apologize if we have let you down

While we wish all the tickets which came in where simply fixes which could be fixed by level1 this is not possible.

There is different level of support issues which have to be done accordingly. Some issues do take time.

Nothing has changed in our support so this has to be some miscommunication or ticket shifted in the wrong dept. kind of deal

**frankiejr** · May 2nd, 2005, 9:13 PM

Thanks Emmanuel,

Ticket #: VGU-19821

You guys didn't let me down...I knew you'd get stuff straightened out. Thanks for looking into the issue for me!

.frankiejr

**Emmanuel** · May 2nd, 2005, 9:35 PM

Frankie,

the ticket was actually submitted at:

Posted on 02 May 2005 04:09 PM

and responded to with the change on your request on:

Posted on 02 May 2005 08:13 PM

I resent the response please let me know if you got it ok.

May 2nd, 2005, 5:26 PM	#1 (permalink)
frankiejr dork. Comfy Contributor Joined in Apr 2004 Lives in Boston, MA Hosted on nvplus01 158 posts Gave thanks: 0 Thanked 0 times	Problems with my Dedi lately... Hello, I really didn't want to come here to post my gripes with Surpass. I've been very happy with them for quite some time now. Everything has been excellent... Until lately. Over the past couple of weeks, I've had to email the helpdesk about a few problems I've been having. Before, when I'd email support, I'd get a quick reply in a half hour or less. Now, when I email, I get a reply saying "I am forwarding this ticket to an admin to further assist you", and sometimes that's all. I was really happy with the way Support handled themselves before these past couple weeks. I don't know if there's been a big change in the way support is handled, maybe too many new customers and handling the load is tough...but I've had some serious problems in the past couple weeks, one of which hasn't been solved yet (and it's a simple "change the default SSH port please!" request!). I still like Surpass. I'm not trying to trash them; they're the best host I've ever had. I'm just hoping someone else has noticed the same thing so it can be fixed before it gets worse. I'm hoping this is just a hiccup. .frankiejr P.S. I wanted to mention that at first I thought Surpass had outsourced their support. This is an assumption based on similar support problems I've had with other businesses.

May 2nd, 2005, 8:41 PM	#2 (permalink)
Emmanuel CTO, Surpass Hosting Super #1 Joined in Apr 2003 Lives in Florida 1,823 posts Gave thanks: 10 Thanked 134 times	There has to be some miscommunication or misunderstanding what is the ticket # and I will get to the bottom of it. I apologize if we have let you down While we wish all the tickets which came in where simply fixes which could be fixed by level1 this is not possible. There is different level of support issues which have to be done accordingly. Some issues do take time. Nothing has changed in our support so this has to be some miscommunication or ticket shifted in the wrong dept. kind of deal __________________ Emmanuel :: Surpass Hosting Network Admin http://www.SurpassHosting.com

May 2nd, 2005, 9:35 PM	#4 (permalink)
Emmanuel CTO, Surpass Hosting Super #1 Joined in Apr 2003 Lives in Florida 1,823 posts Gave thanks: 10 Thanked 134 times	Frankie, the ticket was actually submitted at: Posted on 02 May 2005 04:09 PM and responded to with the change on your request on: Posted on 02 May 2005 08:13 PM I resent the response please let me know if you got it ok. __________________ Emmanuel :: Surpass Hosting Network Admin http://www.SurpassHosting.com

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search

May 2nd, 2005, 9:13 PM	#3 (permalink)
frankiejr dork. Comfy Contributor Joined in Apr 2004 Lives in Boston, MA Hosted on nvplus01 158 posts Gave thanks: 0 Thanked 0 times	Thanks Emmanuel, Ticket #: VGU-19821 You guys didn't let me down...I knew you'd get stuff straightened out. Thanks for looking into the issue for me! .frankiejr

Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)