dczone

Well, I inquired about dedicated last week and received a response almost immediately, which was very impressive.

Since then I have sent follow-ups and it seems to take forever.

The last follow-up I sent was 2 days ago and still no answer. So, I decided to send a new ticket and the ticket was answered fairly quickly BUT still no answer on my follow-up 2 days ago.

This last ticket I sent, I asked about response time and phone support.
The reply

"Sales tickets are usually answered depending on the time you submit the ticket, most tickets are answered within an hour or two. We are open from 8am to 12am eastern time. Tech support is 24 Hours a day and the wait time is also about the same. Unfortunately due to our low hosting prices we do not offer phone support"

REALLY! An Hour or Two?

NO PHONE SUPPORT?????
You've got to be kidding me

Low prices???
I hardly think so. You're competitive but I wouldn't call your prices low
In fact, that is why I sent a follow-up. Because I can get a dual xeon server for a lot less than what you quote on your site, and wanted to know what you could do. Maybe that's why you won't reply to my follow-up?

I dread the thought of signing up with you guys now. If you can't even answer my pre-sales questions, what's going to happen after I get signed up???

Anyway, I was just wondering, what does it take to get a server from you guys?

I'm not too interested anymore but I'm wondering WHAT THE HELL DOES IT TAKE????

Emmanuel

dczone,

I sincerely apologize the service you have received thus far. Please tell me your ticket # so I can investigate immediately.

I will make sure you also get the server at the price you asked and also 1 month free. What you have experienced should never happen. I will make it my priority to find out where they break down happened and make sure it never happens again to someone else.

__________________
Emmanuel :: Surpass Hosting Network Admin
http://www.SurpassHosting.com

Rai

Well, to get a server from Surpass, you have to purchase a server... That alone is a pretty simple process... you seem to be asking for special pricing, which is usually only given in special circumstances, for example, to someone purchasing multiple servers or a long-term client. So, you might get a better "deal" through the inquiry, but you might not... There has to be a reason why you're inquiring here though, and not just going to wherever it is you claim to be able to get it for "a lot less".

Just to clarify, there is phone support for dedicated server clients, the "low hosting prices" really refers to the shared/reseller/vps packages, because it is more than competitive for prices, the packages and the level of service received. Dedicated servers are priced competitively to the market and the amount of service received.

The person who told you an hour or two for technical support is really looking at the worst possible scenario. Most tickets are replied to initially within 15 minutes (sometimes with a complete answer, more often to clarify the issue because many people aren't really that clear with what they need when they first submit a ticket). Again, this refers to shared/reseller hosting, because dedicated problems usually has a greater degree of work involved with solving them.

I really don't know what kind of response you're looking for, but screaming
is not really a great way to get attention. No one here can really tell you why your ticket didn't receive a second response. Sometimes tickets fall through the cracks after a reply, that's a problem with the help desk software which is not programmed by Surpass. It happens very rarely, but I have seen tickets stuck infinitely at the end of the queue. Perhaps a Surpass employee would look up your tickets if you post the ticket numbers in this thread, otherwise, it's mostly other clients here to try and answer questions.


Edit: And there's the E-man, helpful as always.