deodeep

Okay,

Now, I'm yet to get my plan activated, so haven't really experienced Support yet.

But, this is how my Sales ticket has been so far.

I : Posted On: 23 Jul 2007 08:59 AM
They: Posted On: 23 Jul 2007 06:28 PM
I: Posted On: 23 Jul 2007 11:15 PM
They: Posted On: 24 Jul 2007 11:53 AM
I: Posted On: 24 Jul 2007 12:06 PM

There. See the interval between my reply to theirs and theirs to mine Let me remind you, this ticket is prirotized as "High" and I really needed the plan urgently for the client. I still do. Yet there has been no response yet :|

This brings me, Surpass should atleast hire "one" off-peak sales guy to answer tickets ?

( P.S: The company I currently work for as the Sales Manager is closing down, so I'm open for offers :P )

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Alex

Deodeep,

I agree with you and apologize about any inconveniences that you may have experienced with a delay in any replies. We do have our full support staff (support queue) available 24 hours a day but reduce staff for sales during the off peak hours (Full sales staff in office from 8 am - 12 am). Plans on having 24 hours sales staff have been proposed and we will keep you updated on any news with this.

Please also understand that having 24 hours sales staff also does raise overhead costs and our goal is to offer the best support at the lowest costs to keep our clients happy on both levels. If you can let me know the ticket Ids that you referenced I will do my best to figure out what caused the delay in your replys. you can email me at alex.f (at) surpasshosting.com with those IDs but I please ask that all other support/sales inquiries please be handled via the helpdesk

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deodeep

Hello Sauzzbozz,

I totally understand that having a round-the-clock sales staff may not be always efficient, but that was never my point. What I was really trying to say is, there is absolutely no communication between your staff and the client for hours together.

Now, this necessarily isn't the only way, but where I work, we usually update the tickets like "Thank You Mr. X, our sales department will update you shortly" or something on the same lines. I mean, atleast I know someone has seen the ticket

Well, anyhow, I just felt I should put forth my views. I am totally satisfied with the responses that I have received for all the 3 tickets.

Thanks Sauzzbozz for replying here.

Regards,
Preshit

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Rai

Surpass should hire me to work in sales!


In relevant news though, unless something recently changed in the help desk, you can only submit tickets with the priority "High" so really, it doesn't affect how quickly you will get a response. In my dealings with sales, they have always been very prompt... a couple of hours, but still very prompt compared to an old host, in which regular support responses took 24 hours at least. Heaven help you if it required more then one ticket to solve an issue...

Traill

Yeah I wouldn't worry about these times at all - one of the main reasons I chose Surpass was their customer response to tickets, they've always solved everything and the actual response has always been pretty rapid (a few hours at most) - I guess when you're in a hurry though one or two hours can seem like a very long time!

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