Back in action - New stuff from E2 on the horizon!

[inophoto]

Rodney just replied to my email.. keep on at 'em Connie. I'm sure you will get it sorted out. Eleven2 used to have a great reputation.. i'm sure things will get back to normal soon.

It is working again but I stick to my opinion that the support is not transparent and there is no forum but a bunch of announcements ;=(

[Rodney-E2]

If you can email me with the support ticket ID i can take a look at your issue. You might have blocked yourself if you cannot get to your site, we have not had any recent outages on our shared hosting platforms. But if you can let me know, I can take a look for you.

Thanks!

[Rodney-E2]

Originally Posted by Connie

It is working again but I stick to my opinion that the support is not transparent and there is no forum but a bunch of announcements ;=(

We are working on getting a forum back up when we launch our new site, but this will not be a support related forum. In order to provide the best customer service, we feel as if we have to limit this to 2 means of support, which is that of ticketing and AIM support. Having 10 different means of support gets everyone confused in the size of company which we are now.

If you have any further questions, please let me know.

Thanks!

[GeoS+]

So Rondey the best would be to create one complex support system with multiple ways of information support and I would treat it like this. You need to find the best way of contact with your clients to keep them happy contacting with you.

[Rodney-E2]

Originally Posted by GeoS

So Rondey the best would be to create one complex support system with multiple ways of information support and I would treat it like this. You need to find the best way of contact with your clients to keep them happy contacting with you.

I do understand and I think we have found that, We have been the pioneed of AIM support for years and this is the best way (according to the majority of our customers) to get in contact with us.

Sorry, Rodney,

I do not use AIM. Whenever I am at your website, I see "support is offline"
what is this?

I want to have written contact with information and messages which can be kept, read and studied. Your "ticket system" works in a way that the only way to identify a support ticket is a number in the subject, you never repeat the messages in the body... the client has no chance to identify to which step of the communication this incoming mail is responding
the client has a lot of incoming mails only identifyable by some numbers in the subject
no overview possible about ticket history etc.

I am sorry to write this hear, but I see no other way, as you have no "client forum" like other providers etc.

when I opened my account with you, there was a forum.
Now not.

That is bad. Don't force your clients to use some AOL or other tools instead of "standard communication"
if your USA-clients use AIM, could it be because there is no other mean of communication?
What about clients in other timezones?

[inophoto]

I think that a forum reduces the demands on your in-house support systems. I have not had to send one support ticket to my current host, I found the answers in the forums every time. It also help to instil a sense of community.

Support tickets are all well and good but I don't think your system works very well. I have no way of knowing whether my ticket has been read or is being looked into. Customers should not have to send emails chasing you up, as I have had to. In fact, I'm about to send another one today. The system should be transparent to the end user. Yours is not.

You are a good host but you are not the cheapest, nor the most stable. You have customer support issues that you need to address if you want your loyal customer base to stick with you.

I say this kindly. I have a lot of respect for eleven2 but at the moment I could not recommend you to others.

[greentraveler]

I had a really difficult time with E2's service policies. After returning to ICDSoft, I'm more than satisfied with their support, uptime, and response times.

Originally Posted by greentraveler

I knew that expressing anything other than complete satisfaction with eleven2 would upset people and imagine there will be more people saying I'm off-topic or out of line.

[Rodney-E2]

Originally Posted by Connie

Sorry, Rodney,

I do not use AIM. Whenever I am at your website, I see "support is offline"
what is this?

I want to have written contact with information and messages which can be kept, read and studied. Your "ticket system" works in a way that the only way to identify a support ticket is a number in the subject, you never repeat the messages in the body... the client has no chance to identify to which step of the communication this incoming mail is responding
the client has a lot of incoming mails only identifyable by some numbers in the subject
no overview possible about ticket history etc.

I am sorry to write this hear, but I see no other way, as you have no "client forum" like other providers etc.

when I opened my account with you, there was a forum.
Now not.

That is bad. Don't force your clients to use some AOL or other tools instead of "standard communication"
if your USA-clients use AIM, could it be because there is no other mean of communication?
What about clients in other timezones?

We understand the shortcomings in our ticketing system and that is why we have invested over $250k into the development of a new automation/support center which we are just days away from launching. I wish we could get this thing out sooner, but we cannot.

Unfortunately the only methods of Technical Support we offer at this time is that of AIM and Ticketing System. We provide AIM support 24/7 to anyone in the world, we feel as if this is the most popular IM client. We cannot provide support on every single one, as that would be quite a mess. But we do what we can.

We do not force anyone to host their websites with us. But we do take recommendations from our customers and have listened in the past few months, and you will see quite a few very nice changes from eleven2 in the following weeks and months. We have spent time meeting and calling our top 25 customers, our bottom 25 customers, and a few in the middle to get their feedback on what they feel we can do to make our company better and we have listened and are working on things around the clock. Our team has never been more busy, we are pushing 80 hour weeks and don't mind it one bit.

The problems which Connie was having here, is quite simple, we have various measures in place for security (which I cannot go into the details, as that would defeat the purposes in which we have these measures in place) to block a IP address after 10, yes 10, which is quite allot of logins within 5 min. Basically she was trying to check her pop email account, with the wrong password more than 10 times in 5 min, we see this as a malicious user, however in this case, it was not. We would and I believe the majority of our customers would much rather see us error on the side of being more secure, than not.

If you have any suggestions which you feel we should be aware of, both good or bad, we are open to anything, please send those to admin@eleven2.com and someone in our management team will be sure to listen and see what we can do. We cannot please everyone, but we sure will try.