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

[Rodney-E2]

Originally Posted by 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.

You expected a 10 min reply because you got that with a different provider. If you felt as if that other provider, who was giving you 10 min replys was the best, then you would not have a reason to move and give a us shot, but obviously their must have been some sort of shortcoming and I apologize we could not please you.

As a service based business we rely on the quality of our support team and one metric of that is speed in the response. I monitor on almost a hourly basis of what our average response times and sure their is always room for improvement, but we feel as with our instant AIM support, which is almost non-existent in the hosting industry, we have a leading edge that allows our customers to get in touch with a engineer instantly to take care of their issues.

Again, I apologize that we could not satisfy you, but it really all depends on the expectations in which someones has.

[Montage]

Can I just add to the chorus of people suggesting you get rid of the backstage blog? When it's working, it's full of unfulfilled "it's coming any day now" promises. That's when it's working. It was offline again today, and now it seems that the internal permalinks are not working properly (i.e. I can't access the comments for any of the posts).

Seems to me that if you can't keep a simple wordpress blog up and running, people won't have much faith in you as a hosting company.

[greentraveler]

Originally Posted by Rodney-E2

If you felt as if that other provider, who was giving you 10 min replys was the best, then you would not have a reason to move and give a us shot, but obviously their must have been some sort of shortcoming

Wrong. I was trying to support the forum, hence I gave your company a try. I donated $$$ to Pixelpunk in the beginning and wanted to keep supporting the community. I (foolishly, I guess) assumed you guys offered a comparable service to icdSoft.

Originally Posted by Rodney-E2

We actually guarantee nor express any response time.

And my previous (and current) company DOES guarantee 10 minute responses...that's what I was looking for as a customer. Others certainly could have different support needs - like the pioneering use of AIM you speak of. Quick email responses are just of paramount importance to me.

I appreciate you guys helping out the PP project, but the way I was treated as a customer precludes me from letting statements like yours pass without adding the proper context.

[blinking8s+]

I haven't had any quarrels with e2. I have made use of AIM support and the ticketing system several times with a speedy reply. It seems every person at every hosting company I have dealt with has had a different experience. I would rather choke on my bagel right now that deal with Dreamhost though.

Eleven2 has been extremely kind to Pixelpost and supported us for a long time. I wish everyone could have the same experience I have with them.

Anywho...the hosting world is an experience one can only hope will continue to get easier as things progress. Heck 5 years ago, wherever I was hosting, it took a week to get something setup and they charged me for support!

[inophoto]

Lol. Seems that my experience has been the opposite of yours. With Dreamhost I have always (so far) had an answer within 12 hours. So far I have waited 9 days for conformation of my account closure from E2.. and that is with multiple emails to chase up my request!

I find the different levels of service that people get from the same host perplexing.

I think it's nice that E2 support Pixelpost and that Pixelpost recommends them, however it's only fair that people have a fair picture of their service.

Eleven2 has a new support interface active now and there it seems that it will be able to see the existing, open or closed tickets...

as well as they announce a forum again

I was surprised yesterday about these innovations and let's press the thumbs that this is the first fresh new step for improving the support (which really had it downs in the last time)

I am optimistic!

[greentraveler]

Originally Posted by inophoto

I think it's nice that E2 support Pixelpost and that Pixelpost recommends them, however it's only fair that people have a fair picture of their service.

Exactly.