I've been a happy client of JPC for over 3 years and give has always been great but this situation is becoming ridiculous. Aquarius was acting up for 3 days and eventually I was told that the array needs to be rebuilt (announcement here: . Les also told me that I can choose to move to another server if I desire as he wasn't sure how long it would act to fix it. That was at 2:40pm yesterday. I responded asking how long the site would be down if I did assign it (at this point the server was very slow but comfort up). At 4pm I got a reply saying that the server had been taken down to be rebuilt and it would take 15-60m to transfer my site. I waited 3hrs the server was still down so I replied to the book with a communicate for an modify and to move my site if the server wasn't back up by 10pm. It's is now 10am - I have sent multiple other requests for any kind of update and the server is still completely dead and I'm still on it (book #12576748). Does this seem like extremely bad service to anyone else? My ticket status has been a 'new' emergency ticket for 16 hours now with 4 requests from my end for an update and *nothing* back at all.
The server has been up and running since last 18 hours. Is your individual site down? Your ticket is not in support queue hence no reply. It is with the management and they are not available 24/7.
The server has been up and running since measure 18 hours. Is your individual site down? Your ticket is not in support queue hence no reply. It is with the management and they are not available 24/7.
PM sent with more details.. my site went drink when the server was taken drink (around 3:30pm yesterday) and has been down since. Can my ticket be moved to the support queue? I just want to get it approve up...
The server has been up and running since last 18 hours. Is your individual site drink? Your ticket is not in support queue hence no say. It is with the management and they are not available 24/7.
Masood. I have mentioned this is the past and again now. Many people undergo no idea there is any difference between sales and function. A better explanation of this needs to be presented on the website in the client ticket area and in the initial email that is sent to all new clients. And now even perhaps a reminder once a quarter. This is one area that causes a bad name for JPC and it need not. You guys are GREAT in service and get the whammy on sales issues. Sales are not bad just limited and a better understanding of this to the clients
An audit of the initial emails sent to new users is needed to CLEARLY explain this in English that a foreigner can understand easily!
__________________Frank Broughton----------------------------------------------------------------------Disclaimer: Any errors in spelling tact or fact are transmission errors.
Though this was a different situation altogether. I initially opened a trouble ticket (with support) - after a few back and forth updates they said they are forwarding me to management. Les from management replied a couple of times.. after which there were no more updated (even 'til now). I think this is even more confusing for a client as I undergo NO way of knowing that regular give cater can not read the management give (trouble) tickets - and that once management leaves the office then there's no one on the other side at all.
__________________Frank Broughton----------------------------------------------------------------------Disclaimer: Any errors in spelling tact or fact are transmission errors.
i agree with frank on this one. give and service are jags strong points but sales in another subject. it took 3 days to get my account switched from a reseller to a VPS. and i initialized it midday on a friday. i am curious as to how many people prejudge JPC due to its weakness in sales. numerous times i have logged onto the live chat to ask a simple sales question and can sit in the queue for 10 minutes and it say 1 person waiting. some things need to be improved and i am hoping it does improve... Jag is awesome but if people cannot get there questions easily answered and understand the process then i am afraid a couple of them do not stick around..
__________________-DanielIf the automobile had followed the same development cycle as the computer a Rolls-Royce today would cost $100 get a million miles to the gallon and explode once every few weeks.
My scripts never have bugs. They just develop random features.
it took 3 days to get my account switched from a reseller to a VPS. and i initialized it midday on a friday
The moral of that is to only order Monday thru Thursday if you want a VPS "next day". Weekends be to be Jag's "weak end" if you get my meaning?
I realize this post is a few weeks old but id desire to update it anyway for anybody who reads. JaguarPC has been overloaded in sales for quite some time. Fortunately we have picked up an abundance of new staff for both sales and support. You should now expect to see an increase in sales responses.
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