Stop Closing tickets

[SeoPro]

It's been quite a while but it seems the tech support is of really very low standard. Support response is awfully slow. Then every now and then they close the ticket. If you are going to randomly. If this is what you guys going to do , i am not sure what is the purpose of this so called "Support"

My issue was with the "level 3 support" and they closed it ( 2nd time ) even after my response to their last query.

Ticket ID [#CDH-733315]

Apart from this, few of my sites on node 18 are almost down for a week , seriously i have never been with a host which has a downtime for a week, no matter what the reason could be.

[H9Dan]

In regard to the ticket in your reply, the ticket system automatically closed the ticket as there was no reply from you 24 hours after our reply. Below is our reply to the ticket. Once you reply back to the ticket it will be automatically re-opened.

Posted on: 22 Feb 2009 12:39 PM
Hello,

65.98.14.106 is the IP that you want the database to access, or is that the IP of our server, and you're connecting from another IP?

Regards,
Mitch Hurns
HostNine Level 3 Administrator
www.hostnine.com

[SeoPro]

Originally Posted by H9Dan

In regard to the ticket in your reply, the ticket system automatically closed the ticket as there was no reply from you 24 hours after our reply. Below is our reply to the ticket. Once you reply back to the ticket it will be automatically re-opened.

Posted on: 22 Feb 2009 12:39 PM
Hello,

65.98.14.106 is the IP that you want the database to access, or is that the IP of our server, and you're connecting from another IP?

Regards,
Mitch Hurns
HostNine Level 3 Administrator
www.hostnine.com

You got it all wrong .. and it's not true. I responded back within minutes. Here is the prove of it .



Furthermore your "level 3" Admins can't figure it out that whether that IP belongs to hostnine or not ? Even though every details has been posted in my previous replies.Does it look like you it's a ploy to pass on the time.

Also you forgot to answer my secondary query regarding sites down for a week on node 18 . How are you planning to compensate all the customers who have been down for a "WEEK" not a couple of hour ... not a couple of days .. Its one long week ..

Originally Posted by SeoPro

You got it all wrong .. and it's not true. I responded back within minutes. Here is the prove of it .



Furthermore your "level 3" Admins can't figure it out that whether that IP belongs to hostnine or not ? Even though every details has been posted in my previous replies.Does it look like you it's a ploy to pass on the time.

Also you forgot to answer my secondary query regarding sites down for a week on node 18 . How are you planning to compensate all the customers who have been down for a "WEEK" not a couple of hour ... not a couple of days .. Its one long week ..

Yes we are compensating customers for the node18 outage due to the hardware failure. As for the reply it looks like it's going to admin@hostnine.com which is why we're not receiving your reply. Please login to the helpdesk at support.hostnine.com to reply directly to the ticket.

[SeoPro]

Originally Posted by H9Ben

Yes we are compensating customers for the node18 outage due to the hardware failure. As for the reply it looks like it's going to admin@hostnine.com which is why we're not receiving your reply. Please login to the helpdesk at support.hostnine.com to reply directly to the ticket.

1.What kind of compensation? Can we know a little more about it . And do you think we will get our sites back by this year itself ?

2.If responding /replying to a ticket via email does not work for you guys...why are they sending emails from such an email address at the first place. I believe admin@hostine.com is not something like "bot@hostnine.com"

3.No concrete answer yet as to why "level 3 " Admins can't figure out if a certain IP is assigned to hostnine or not.

Thanks

[SeoPro]

4 days past no response to my previous message here on forum. It's all proved I guess. Just disgusting.