Joshua "in the heat of battle"

[fhharris]

As a business coach and mentor, I have to say that you Joshua are doing a great service in me teaching my clients how not to respond, treat customers and act.

Posting "we will not be upset if you leave over this" " I just posted that in the heat of the moment" sending out canned responses to sites that are down for twenty four plus hours saying billing is closed for the weekend, neglecting to read a trouble ticket but just replying with a canned response.

Going through my trouble tickets and resolutions, the worst service and response has been by you.

And in advance you can tell me to kiss off and take my business elsewhere, but I am calling em as I see em........


Do I need to mention the many times that chat is unavailable around the midnight EST time period? How about the phone from hell that puts you on hold then drops you after it runs into a "errror forwarding"? The "we only respond to billing inquiries through trouble tickets and we are off on weekends and the trouble ticket that I put in on noon friday was not resolved til Monday morning? "

Rant off but maybe by posting this here and a few other forums it might be incentive to up the service and response level.... (NAH probably not)

[zanass]

Hello Frank

What are the problems you are having? So far most of the posts are just rants and are pretty unclear what you need.

Besides your overall beef with the H9 system what problems are unresolved?
Except for the billing issue please try and give as mush detail as possible.

There are a lot of smary people here in the forums, maybe we can help get you past these obsticals.

Thanks
Greg V

I'm not even gonna respond to this one, I'm gonna chalk it up to you can't make everyone happy, sorry boss

The comment was made to let people know we understand their frustration, maybe you're not used to dealing with a host that doesn't treat you like customer #### and actually tries to understand ...

[DiverseHosting]

LMAO :-D...

Here's a thought... Pay your bill on-time and you won't need to talk to billing!

I agree with Joshua completely... There will always be someone who wants to bitch, regardless of how great the service is. These tend to be the same people who screw things up, and then want to blame it on their provider.

[Gene]

Speaking for myself, I have nothing but good words to say about Joshua. He has handled a couple of things for me and done it quickly and well. I know there must be times when, out of the blue, something crashes (like node 41) and Joshua and everyone at H9 feels the heat while they both listen to irate customers and try to resolve the issue. Put yourself in Joshua's shoes, how would you hold up while trying to troubleshoot AND respond to hundreds of people.

[vaserve]

I don't usually chime in, but I can't sit by quietly here.

I looked through my support tickets and found only one or two issues that I've personally had handled by Joshua, but they were all handled professionally and timely.

I'm going to give everyone the benefit of the doubt here and say that we've all been under a lot of stress since Thursday night. H9 is a customer of someone who was under stress. We are customers of H9 who were under stress. We have our own customers and are under stress. Our customers have their own website customers (some of them) and so forth, and so forth. Sometimes in the heat of things, we speak first and think second. I know I have.

But... another thing is, why make a big stink about billing being closed on the weekends? Very few companies have a billing department open on the weekends. Typically, that's a 9-5, M-F job.

Additionally, it's typically corporate policy to issue canned responses. That's why they write canned responses in the first place. I hardly think it's Joshua's fault. Although, I don't recall seeing any canned responses during this node 41 issue. Certainly the "I don't blame anyone for leaving" quote you mentioned can't be a canned H9 response.

I will say, however, that for a business mentor and coach, you really should realize how inappropriate and unprofessional it was to post such direct negative comments in a public forum. If the beef is with the service or the company, that's one thing. But if it's with someone specific, address it with another individual at the company.

That's just my $0.02. I'll go back to quietly browsing the forums now.

~ Ed

[zanass]

But you have to admit, Joshua can be a real prick sometimes. He is also a hockey fan, Fire his ass.

Greg V

[vaserve]

I'm a hockey fanatic!!!!!!!!!! (Although my "friends" sometimes choose the phrase "freak" instead.)

Although I disagree with his choice of teams (Let's go Rangers!), I've not had any issue with Joshua!

~ Ed

[zanass]

Originally Posted by vaserve

I've not had any issue with Joshua!

~ Ed

Just wait till you get to know him. Be scared, very, very scared.

Greg V

[csup_admin]

My daytime job actually requires me being a technician in contact with customers for something much more serious than a website - namely fire detection and suppression equipment. As such, I find myself in similar situations as what Josh is put into - I have to bring the customer's equipment online as fast as possible; even when the customer does not provide basic information in a timely manner that would facilitate a quick repair.

I for one appreciate the quick responses from Josh; he is to the point and has solved a few issues that had other H9 techs stumped.

There is a point where nothing can be solved without either more time or more information; if there is an issue serious enough for a tech to have to resort to multiple communications to solve the problem it is in the customer's best interest to work with the tech instead of putting up a fight.

This long note took me a few minutes to type out. While sounding nicer; if I was a tech solving an issue those few minutes were wasted troubleshooting time. If you get a short note, understand that it means the tech does not want to waste time typing, he wants to fix your issue so that you are back in business.