Luke W

Sorry, would quickly like to address this:



The point being that if the conversion department has 5 conversions that need to be performed ahead of your ticket which was just asking a question, then you will have to wait longer than if it went into sales. Generally speaking, there are more people active in sales and technical support and tickets are turned around faster in those departments.

Well, I don't think I can say anymore. I've stated my case which I think is reasonable. I'm genuinely sorry for the way that you feel. :)

I'm sorry you feel that way.

As stated in our standards of service page, we ask that you allow a 48 hour window for a reply. Of course, if it is urgent then you can make use of the 'Critical Issue' flag in the client center. This is for people who have a critical issue like their board is down, etc.




I have looked up your ticket and I see that it was a general question regarding conversion that you chose to send into the Conversions and Transfers department. Ideally, that would have gone to sales as the C&T department is manned by fewer staff members than the technical support and sales departments. I realise that it's not abundantly clear but generally unless it is a matter dealing with an ongoing conversion or you are scheduling a conversion then you shouldn't need to send a ticket directly to it.

If you would like faster guaranteed response times then you could consider purchasing a business license.

If you find the terms of your license unacceptable (2 business days support turnaround), why did you purchase it?...

Clown.

I like how you're comparing apples to oranges here ;) You're certainly entitled to your opinion, but comparing this tiny (w/ respect to employee size) web services company to large hosting companies and banks isn't helping your cause. Perhaps you're making these analogies to show that IPS should grow with its client base to lessen response times. I'd tend to agree, but being small is one aspect of IPS I like, as a customer.

Sorry you feel that way man. With over thousands of clients imagine the amount of tickets they get.

They get to them as they finish others. They don't intentionally wait 24 hours then respond to your ticket.

When I call my bank, do I get put on hold for 14 hours? Of course not.
When I open up a ticket with any major company (except IPB), do I get put on hold for 14 hours? No. In fact, this is the most horrific support time I've seen.
Just a few examples of what I'm talking about here:

Softlayer - major corporation, major clients, 1000s of clients - 2 hours max for initial response
Hivelocity - same thing, maybe 3 hours

I could go on and on and on, but the point is that 14 hours is pushing it for response times. If it takes you that long to get a response, you need help.