Tom Whiting

You know, 14 hours is far too long to just let a ticket go without even bothering to respond to it.
Of course, during that time, I was able to find and handle the issue myself, but if this is the typical 'response time', I'll find somewhere else to take my business.

I'm not an impatient guy, 4-5 hours is reasonable, at least as long as things are submitted during business hours (which this was), but 14 hours is pushing it.
Even better? A second reply took 45 minutes or less. Kinda ironic.

The moral of the story? DON'T keep your customer waiting. If they open a ticket, they deserve a non automated reply, same business day, urgent or not.

You know, 14 hours is far too long to just let a ticket go without even bothering to respond to it.
Of course, during that time, I was able to find and handle the issue myself, but if this is the typical 'response time', I'll find somewhere else to take my business.

I'm not an impatient guy, 4-5 hours is reasonable, at least as long as things are submitted during business hours (which this was), but 14 hours is pushing it.
Even better? A second reply took 45 minutes or less. Kinda ironic.

The moral of the story? DON'T keep your customer waiting. If they open a ticket, they deserve a non automated reply, same business day, urgent or not.

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.

Nonsense. Both are 'web services companies', both serve 1000s of clients, yeah, that's not apples to oranges at all. Just because one handles servers and one handles code doesn't make one any different from the other.


Until they ignore your request for hours on end. The point is that if they CAN'T provide same day responses to clients, they need to expand their support services.
Sure, I found out my own answers after waiting a few hours, but I shouldn't have to find out my own answers here.
Sure, I could have called in for support, but I shouldn't have to call in for support on a webhosting package (and yes, it wasn't only a license that was purchased, but a webhosting package with that).



Automated replies are not human and do not count, which is why I specified non automated

When emails are sent, and support tickets are opened, it's only proper and polite, from a company perspective to respond to that (a human response) within the same business day. Even something as simple as I'm working on this now will do wonders when dealing with clients. Ignoring your client's ticket (for whatever reason) for 14 hours is unacceptable, and it only shows that you don't care about your client's business. It's a brush off, it's rude, and it's horrible business practice.

If any of my clients opened up a ticket, it would be responded to within the same business day. Now, sure, I'm just a one man show, and have only a few clients, but still, that response would be there within the same day. NOT doing so is just wrong.

Maybe, just maybe I didn't buy that specific license?
I purchased a hosting package, which did not come with that specific license. ALL that is said about thiat is as follows:



Nothing about time limitations, or anything else.

I purchased the hosted package deliberately, as I need off network support forums, and, wanted to test a few things out with IPB, as a customer of another forum software originally.


Yeah, encourage abuse of critical issues. That's the ticket


Yet, they still work business hours no?


And again with the hints of spending more money. Not going to happen. Why should I spend more money when you've already proven you're going to ignore my requests anyways?

You know, 14 hours is far too long to just let a ticket go without even bothering to respond to it.
Of course, during that time, I was able to find and handle the issue myself, but if this is the typical 'response time', I'll find somewhere else to take my business.

I'm not an impatient guy, 4-5 hours is reasonable, at least as long as things are submitted during business hours (which this was), but 14 hours is pushing it.
Even better? A second reply took 45 minutes or less. Kinda ironic.

The moral of the story? DON'T keep your customer waiting. If they open a ticket, they deserve a non automated reply, same business day, urgent or not.

Nonsense. Both are 'web services companies', both serve 1000s of clients, yeah, that's not apples to oranges at all. Just because one handles servers and one handles code doesn't make one any different from the other.


Until they ignore your request for hours on end. The point is that if they CAN'T provide same day responses to clients, they need to expand their support services.
Sure, I found out my own answers after waiting a few hours, but I shouldn't have to find out my own answers here.
Sure, I could have called in for support, but I shouldn't have to call in for support on a webhosting package (and yes, it wasn't only a license that was purchased, but a webhosting package with that).



Automated replies are not human and do not count, which is why I specified non automated

When emails are sent, and support tickets are opened, it's only proper and polite, from a company perspective to respond to that (a human response) within the same business day. Even something as simple as I'm working on this now will do wonders when dealing with clients. Ignoring your client's ticket (for whatever reason) for 14 hours is unacceptable, and it only shows that you don't care about your client's business. It's a brush off, it's rude, and it's horrible business practice.

If any of my clients opened up a ticket, it would be responded to within the same business day. Now, sure, I'm just a one man show, and have only a few clients, but still, that response would be there within the same day. NOT doing so is just wrong.

You know, 14 hours is far too long to just let a ticket go without even bothering to respond to it.
Of course, during that time, I was able to find and handle the issue myself, but if this is the typical 'response time', I'll find somewhere else to take my business.

I'm not an impatient guy, 4-5 hours is reasonable, at least as long as things are submitted during business hours (which this was), but 14 hours is pushing it.
Even better? A second reply took 45 minutes or less. Kinda ironic.

The moral of the story? DON'T keep your customer waiting. If they open a ticket, they deserve a non automated reply, same business day, urgent or not.

You know, 14 hours is far too long to just let a ticket go without even bothering to respond to it.
Of course, during that time, I was able to find and handle the issue myself, but if this is the typical 'response time', I'll find somewhere else to take my business.

I'm not an impatient guy, 4-5 hours is reasonable, at least as long as things are submitted during business hours (which this was), but 14 hours is pushing it.
Even better? A second reply took 45 minutes or less. Kinda ironic.

The moral of the story? DON'T keep your customer waiting. If they open a ticket, they deserve a non automated reply, same business day, urgent or not.