Thursday, July 16, 2009 Support Chat

Welcome to webs, for instant answers to all of your questions please visit our Knowledge Base by clicking here.

You are now chatting with 'Jason'.

Jason: Hello, how may I assist you?

Anthony: Every one of my support tickets is getting closed without a response.

Anthony: i understand i'm a bit ****y in them, but it's very frustrating

Anthony: i show much support for with all the struggles it has, then i have a few issues and they are not addressed, even with 3 accounts i put money into.

Anthony: oh and, hey Jason. :) hope the rest of your day has been going better than right now.

Jason: np

Jason: Let me take some time and help you out.

Jason: if you are pissy in your tickets, it is possible that our techs will not assist.

Anthony: i definitely understand that. i've been on that end plenty of times.

Anthony: but the first one, with unauthorized use of my email address, has been something i've tried to calmly have addressed about 4 times before.

Jason: Tell me what is going on, and I will help.

Anthony: then i get a notification today that i abused the forums somehow, with no explanation of how or where. and trying to submit the ticket, the support page glitches out and 2 get submitted and they both are already closed.

Anthony: well, to address the first issue: i have an issue with webs' policy of using MY email address to email people that comment or sign my website to ask them to join my website

Jason: Lets start with one issue and deal with it at a time.

Jason: That is a webs policy....

Anthony: let's try this out though:

Jason: We are not going to change a webs policy for a single user... sorry

Anthony: a pedafile signs some kid's website

Anthony: now he has her email address

Anthony: which is then traced back to her home

Jason: Regardless of your logic... this is a webs policy.

Anthony: but that's cool i understand if i'm the only paying customer complaining about it

Anthony: so, with that out of the way, and thank you for dealing with me on that one.

Jason: Have you added that into our feedback form?

Anthony: where did i violate the forums?

Jason: We want feedback from our users.

Anthony: oh yeah, i've definitely written that email thing all over the place, the forum, to the twitter, the feedback form, the blog. all that.

Jason: You only need to enter it once... that is enough for us to register it

Jason: In regards to the Forums

Anthony: i guess i'm the only one with an issue on the email thing then. it surprises me

Anthony: yeah, that email was all: you abused the forums! don't do it again or we'll take further action!

Jason: You may not be the only one..

Jason: Ok..

Jason: lets deal with that.

Jason: 1. We are working very hard to implement positive changes to how we handle support at webs.

Jason: We now are offering 24/7 live chat for all Premium Users.

Jason: We are also wanting to work with all of our members so that we can build a forum community that is POSITIVE and helps all members grow

Jason: If we have members that are not wanting to make the forums a positive place to be, we will gladly provide you with a refund and recommend that you find a different provider that would like your style of feedback.

Anthony: but i do use a positive attitude AND informative attitude in the forums

Anthony: that's what has me upset

Anthony: nobody is telling me what i did wrong.

Anthony: because as far as i know, it's all productive that i do in there.

Jason: Well I do not have your Forum posts in front of me

Anthony: that's why i put in the ticket

Anthony: and PLEASE check this out real quick to see if i was an ass:

Anthony: "As somebody that tries very hard to adhere to the rules of the forums, expresses support of when it constantly crashes, and between ninbroken52, thehomezoo and boxheadandglove has spent over $200 on your services, i would appreciate being informed of exactly where my forums violation was. thank you"

Jason: however, if you are getting an abuse email, then I can say that is not what we are looking for

Anthony: but, i don't know where the abuse was.

Anthony: i keep my bragging in the bragging place

Anthony: i keep on topic

Anthony: and i don't reply with: i don't know, good question.

Jason: Well, lets start with webs constantly crashing...

Jason: If you have an issue, we want to know about it so that we can fix it.

Jason: We are not building a positive community if our members are all complaining about constant crashing, when that is not what happens.

Jason: If you have an issue, we want to hear about it. We have over 20,000 new customers each and everyday, so we definitely have some growing pains like any other company experiencing massive growth

Anthony: i'm just speaking from what i've seen. i consider once to twice a week of either not being able to get on my site or in my account constant.

Anthony: that's definitely true

Anthony: and i'm happy for the company

Jason: Why can you not get into your site.

Jason: What is the error?

Jason: What browser are you using?

Anthony: i just feel like today and with the email it's pointing a nasty finger at me when all i'm trying to do is have some websites

Jason: What version?

Anthony: i've used everything from IE to firefox. these were issues that were addressed by webs.

Anthony: from IE7 and 8 to FF3 to 3.5

Jason: Well we have not had any issues like that in the last 2 months

Jason: so what did we fix for you?

Anthony: that's what i'm saying

Anthony: whenever i bring up an issue

Jason: In June we had an outage related to HD issues

Anthony: it just fades away

Jason: no, I want to know about your issue, an error code

Jason: I work on FACTS...

Anthony: yeah that one stung. but it was nice that you guys were twittering about it and i felt a lot better about the issue and became interested in it

Jason: that is what we can fix... not just blanket statements

Jason: that was the first major issue in 6 years

Jason: I would consider that pretty good...

Anthony: i haven't had any error codes when it just says cannot connect to website, server connection timed out

Anthony: oh i thought that it was awesome

Anthony: i'm not being sarcastic or anything.

Jason: Have you run a traceroute from your machine to the server?

Anthony: i enjoyed the tweeting about it and was genuinely interested and wasn't worried about when the site came back up

Anthony: i feel like all of this is diverting from the issue i put in today's support ticket for: where was my abuse in the forums

Jason: No, our forum moderators obviously do not want you to participate in the forums as they do not feel that it is positive for the community

Anthony: which is fine. i just won't use the forums anymore because i don't want to continue to get emails about abuse then i get obnoxiously worked up like the people i couldn't stand when i did helpdesk

Anthony: i just wish i knew what i did wrong.

Jason: So I will take the time to provide one on one support to you to help solve the issues you have been having.

Jason: So, in regards to your not logging into the server...

Jason: have you done a traceroute from your machine to the server?

Jason: when you are getting the errors?

Anthony: i'm more concerned about the forums abuse

Jason: or just not able to connect?

Anthony: i understand the company has growing issues

Jason: Well... here is the frustrating part..

Jason: I would LIKE to help you...

Anthony: i just think it's messed up for the company to point the finger at a paying client when they're not perfect

Anthony: it would help if i knew what my abuse was

Jason: but if you want to just focus on the forums and complaining, then there is nothing I can do to help

Anthony: my complaint is that i don't have any evidence of my abuse

Jason: Our moderators obviously think what you posted was abuse, and that is what started this.

Anthony: i've posted over 200 times in the forums

Jason: Would you like some help with the connection issues you have had in the past?

Anthony: that's the problem lol

Anthony: no Jason. thank you.

Anthony: i hope the rest of the people you handle today aren't such a pain as i've been. i mean that.

Jason: ok, so next time you cannot connect to webs.. I would appreciate if you would not complain.... as I am wanting to teach you how you can troubleshoot the problem and fix it.

Anthony: i've done tech support up to data forensics.

Anthony: i'm fine over here.

Anthony: it's time for beer

Jason: Ok, then you should know that your connection issue is not a webs issue.

Jason: Perfect.. so the statement of webs being constantly down is not something that is backed up by FACT... just assumption.

Anthony: Jason. it's ok.

Jason: I want to help you find out if the issue is ours... so that we can fix something if we need to...

Anthony: no

Anthony: you want to put me in my place

Anthony: i'm just words on a screen

Anthony: i'm not your entire day

Jason: Not at all... we want to fix all of the issues over here..

Anthony: it will get better.

Anthony: have a nice evening

No comments:

Post a Comment