Hard to Impossible to Submit a Support Request

[Sneakin]

Now besides reading of all the people here who was actualy able to submit a support request but just never got help, I hav something to add.

Node 40 has been down for 2 days, any "real" host would have noticed and fixed the problem long time ago... But alas my 2 sites on node40 are still down and support staff I think are busy making it HARDER to submit a support question.

I do not get this...

AFTER I log in to my account to submit a support ticket, I still have to provide the folloing:

1: Client ID (was displayed on that page, so I dont think that is needed info)
2: Main domain (Doh, you got my client ID and a database right?)
3: Secret question and answer (WHYYYYYYYYYYY I am already logged in)
4: Secret passphrase (WHYYYYYYYYYYYYYY I am already logged in)

Hostnine, please work on fixing problems in stead of adding them...

And for the sake of God (and your paying clients) remove all the crap from the support ticket submission, we just need a simple one, I would say only the following info is needed once you are logged in:

1: What department to send to
2: Title
3: Describe problem

Best regards from a client who is quickly loosing faith,
Kim

[Sneakin]

I could not find the edit button...

Good and bad news...

Node 40 was simply migrated to another datacenter, which is fine - if you tell me - I was told by the tech that I should have read the news on their forum...

Excuse me?

They might as well write it on a rock and throw it in the ocean...

I am currently using around 30 different hosts, thank God most of them know about mailing lists for important info like this, but if I had to spend just 5 minutes on each of these 30 hosts a day keeping up with information that might put my site on its belly...

Well then I would have to spend 2.5 hours a day surfing around looking for info...

In a year that equates to - 912.5 hours

That does not really seem feasible does it?

The good news is that support staff was answering in a matter of minutes, kudos to Alex J!

[H9NickH]

Hello,

Unfortunately there is no way to integrate our billing, support, and reseller systems in such a way as for us to know if someone is logged in or not.

There are a few reasons we ask for all that info:
1) It verifies that you are the owner of the account and authorized to make any changes or request any support necessary. Even if we could verify that you were logged in, it's important to have this feature in case someone got a hold of your logins, or someone you authorized to login to the reseller then made changes to your account you did not authorize.

2) It gathers all the information we'd need to assist you with your support request. Since implementing the additional fields we have seen a drastic decrease in support response times and necessary follow-ups, simply because we no longer need to reply back and forth several times to get the information we need to investigate or resolve the issue.

If you have any further feedback please feel free to email managers@hostnine.com