nexy

Hello,

I'm having difficulty requesting a password reset via help desk ticket. The ticket numbers are #POV-270304 and #YAP-433005. With the original ticket, I accidently selected low priority when I submitted this two days ago. I was told that it would be forwarded to sales department and it was. I gentleman emailed me back a day later and told me that I had to request it from the email address that was associated with the account.

Within ten minutes I emailed him back and told him that I no longer have the email address associated with the account. It was under a DSL account and when I moved I lost my DSL service. I explained that I have three domanis with Surpass Hosting, I listed the domains and the type of credit card in which I make the payments. I emailed with the email address associated with the other two accounts. With a bit of research it wouldn't take too long to realize that I am indeed the same person.

I didn't feel that it should take 48 hours to do a simple password change. When I first purchased service, the turnaround time for simple tasks was never this long.

I hope that I don't come across as overreacting, but I do need my password reset so I can do work on my site.

Please advise.

Thank you.

David

Since the weekend just passed, things like this will take longer. Other than Tech Support, it's basically 9-5, Mon-Friday so things will be a bit slower on the weekends, and on Mondays they have to go through what hasn't gotten dealt with yet. About the only thing you can do is wait until they respond back, because they do have to do everything they can to make sure you are the one that owns that account, and not just someone who may have found out the email address you used before.

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nexy

Thank you for the reply David.

I have received a response to my email but the issue remains unresolved. I have tried to remain calm and respectful in my emails and today a Surpass Hosting representative boldy stated that my comments/reaction was nonsense.

Is this proper customer service folks? We know the answer is no. I have worked in customer service for years and I know that even if I disagree with my customer there are some things that we just don't say folks.

I understand that verifying the identity of an account holder is highly important, but let's face it... if someone really wanted to do the simple research they could see that I am the same person. I pay the bills for all three domains on the SAME credit card monthly.

I didn't expect to read the answer that I wanted but to be honest the last thing I thought I would read in my email is a disrespectful comment.

Where do I go from here? I asked if a manager could reply to my email and a telephone number for contact. I feel that is the least that I deserve even if the end result is still not what I want.

I hate to sound pessimistic but the way events are going it is likely that I may not remain a customer of Surpass Hosting.

David

Telephone support is only available for Dedicated Server customers.

As for the response, I apologize for whatever was said. It is likely that the response may have come out of confusion. I know that the internet isn't always the easiest thing to understand when it comes to communication, especially when explinations are involved. An admin may happen by this thread and be able to help you further, but generally all technical support (especially that which a non tech support, sales, billing, abuse, etc employee can't answer) goes through the help desk. Admins will also respond their as well.

Hope it all gets straightened out for you.

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