The Bad And The Good

[dquigley]

I would like to discuss with staff and customers what we can do to improve Host Nine.

The Good

Multiple Locations:
A great plus for customers who dont live in one section of the U.S.

Low Prices:
Need I say more?

Reseller Packs Come with WHMCS and cPanel11:
Hard to find something this good

Hosnine Reseller Central:
This handy thing is beautiful and helpful

24/7 Support:
Having support round the clock can be expensive if the staff is paid, and if they aren't it is very rough to keep them happy and make sure they care about what they are doing. Either way 24/7 support is a plus.

Helpful Staff:
At times it can seem frustrating, whatever problem you have, but just be patient the staff WANT to help you!

Fast Replies:
The reply time to when you start a ticket is great, it usually takes like 5-15 minutes to see your first reply, and sometimes the answer.

The Bad

Multiple Locations:
Having multiple locations means that servers are run by different business's, which can result in software on the servers being very different. That can cause issues if you do something on one and transfer it to another. Luckily Host Nine has addressed this issue and scheduled a date to have everything updated.

"Grumpy" Support:
Not only have I read many forum posts discussing rude/unpolite ticket but I have personally experienced it.

Support Doesn't Pay Attention:
I have had a ticket where I said something and support would ask me something I JUST said. I have also had tickets where I tell support WHAT is wrong and they ignore that saying they need to do research.

What Can We Do To Make Host Nine A Better Place For Customers AND Staff

Tickets:
Before submitting a ticket please be sure to read the F.A.Q.S, Terms Of Service, AND Google search the problem. Staff have to deal with hundreds to thousands of unnecessary tickets that could have been solved by either being patient or doing some research.

Support Problems:
I don't think its much of a secret that being support for a company like this can be very stressful, and I'm sure staff can feel very unappreciated. We need to make sure that we treat staff the way we wish to be treated, say please and thank you, and give them a break, you have 1 problem, but they have everyone's.

If we want staff to act more "welcoming" and understanding then we need to understand that they are under a lot of pressure, stress, and I am not sure how well they are rewarded for it.

Its little things like this that can help improve Host Nine for both US, AND the STAFF.



I made this post in hope that an admin or staff would help me clean it up a bit, and make it a sticky. I also hope that the staff and customers will discuss together in this thread any ideas that they have that we can add to this list! Thanks everyone!