Simple Billing issue over 2 hrs long

[bobblebum]

Simple billing issue is almost 2 hours long, I don't want to hear the 48 hr standard response. It's a simple matter that can be fixed as fast as the ticket is read. Poor service.

[Mark]

Tickets are answered in the order they are received; we never read a ticket and then not respond (unless it has to be forwarded to a different department), so I assure you when someone reads it, it will be responded to. If nobody has responded to your ticket, it means other tickets are in the queue before yours.

As you are aware though, the guaranteed response time is 48 hours (of course 99% of the time we respond long before that) - if the issue is urgent, you can call our freephone number and speak to someone immediately.

[bobblebum]

Perception is everything no matter what your SLA is. Maybe resources should be adjusted for increase volume in other areas. Maybe a forum moderator helping out with simple tickets instead of closing posts.

[bobblebum]

Now almost 4 hours, if my sites not running by the time I get home it will be moved to another hosting service for good.

[bfarber]

We guarantee 48 hour turn around times for tickets, and are generally much quicker than that. The person who submitted their billing ticket right before you expects their ticket to be answered in a timely fashion as well, after all. If you require near-immediate ticket responses you should probably get in touch with management to see if a custom SLA can be worked out. Otherwise, I'd imagine it to be only fair to handle tickets in the order in which they are received.

You should call our toll free number if you require immediate service, or you should contact management if you feel the service is not what is advertised or promised. I don't believe posting such issues here will really speed up the process unfortunately. It's quite rare for our billing department employees to actually browse these forums.

[bobblebum]

Site is down 5 hours now due to poor service from IPS.

[bobblebum]

History:

~1:15PM today I notice my site is down. I log into client center and see an Invoice is unpaid. I pay invoice at ~1:24PM. My site doesn't come right back up so I put in Support ticket as recommended at 1:47PM, my site has been down since.

I just got home from work and the Invision Billing emails have been going to my SPAM folder (Gmail account) and put it on safelist. But Invoice was paid immediately and Invision has not moved on this, yet you have people from invision responded on the forums with how they have a SLA of 48 hours. This is simple fix quicker than your damn reply and should have been automated off the payment anyway.

Remember this if your considering hosting with this company.

[bobblebum]

It doesn't matter if the billing people browse this forum or not, the ticket was opened and personally if one of my coworkers or my company had a disgruntled customer. I would let them know and try to get it taken care of, even if it fell out of my area of expertise or work. Sofar I have gotten another canned response about SLA's and nothing done to help resolve this issue. I was at work during your hours of phone operation, which I have to watch my phone use at work for personal matters. I don't even have access to personal mail at my work. I tried to email one IPS management member here but his email is private and if you try to send him a personal message it comes back with an error.

As for the queue of tickets, maybe you should have more detail about the queue. Example you are 4th in the queue, again its all software and could be easily automated and you are a software company. Then I could take screen shots and ask why I have been 4th in the queue for 5+ hours, but we know the answer to that. it's easier to hide behind the unknown and your SLA response.

[bfarber]

I'm sorry that you are not happy that your ticket wasn't addressed within the time frame you hoped it would be. Unfortunately, I can only say if you are unhappy you should get in contact with management to discuss the matters.

(For the record, you'll note my response was made at 7:20 PM EST, well after anyone in the billing department whom I could contact has already left for the day).

I don't really see how leaving this topic open is going to help matters, so again, shoot an email to management[@]invisionpower.com and bring it up with them directly if you are not satisfied. They are always there, even if they don't leave their personal messenger on these forums enabled.

[Matt]

Hello,

I just wanted to note that I have reviewed this issue and wanted to clear up a few things.

Firstly, I apologise for not resolving your issue sooner. It is unfortunate that our billing reminders which are sent out 7 days in advance of any renewal were missed by you. All payments including PayPal are reviewed manually. This is because we have seen a dramatic rise in both PayPal and credit card fraud. Our system used to auto-validate cleared and validated PayPal payments but we were dealing with an increasing number of chargebacks.

Only a few members of staff work billings and payments due to the level of access needed to our payment processors. We approve all orders first thing in the morning and someone is usually on hand throughout the day to approve any that come in. Unfortunately yesterday this wasn't the case.

Of course, your payment was approved first thing this morning and your site is back online. As you've "whitelisted" our reminder emails, this should not happen again.