Now, issues happen. Some are frustrating, and some are fixable... I recently suggested an alternate hosting.. and there was an immediate issue with one colleague who had issues... and part of that may have been my fault... here's what I received from the "host" support staff several days ago:
Hi ~~~,
Thank you for your patience. We communicated with ~~~via another ticket and are still awaiting his final response with verification and his decision to cancel or not. We did offer to point this in the direction of our managed hosting staff who usually handles usage and security issues. Although the service is reserved for paid managed hosting customers we offered their assistance out of courtesy, often times they can often resolve the usage problems.
We appreciate your response here, and no apology needed at all. ~~~. I understand why this was a frustrating experience for ~~~ and I want to express my sincere apologies on behalf of ~~~. This is definitely not your fault whatsoever.
I just think that with the limited phone support hours coupled with the critical issue he experienced it boiled down to bad timing. As I mentioned to~~~, we do hope ~~~ we can also expand our phone support offerings. We definitely want to keep our customers happy, you happy and all in all keep a tight program. Its important that new users get a good experience right out of the gate and although we strive for a 100% success rate there are variables like these that, when combined, simply make it or break it for some users.
We do apologize in advance if this was a 'break it' situation for~~~and we hope it doesn't tarnish the relationship we have built thus far. We do hope he considers staying with us and we will awaiting and see what he says next. We are constantly making changes and I think that this could be a catalyst for the way we handle usage issues on new accounts. If we can assist in getting the site configured the right way, even if the user doesn't pay for a managed solution, it would only make for a good experience using us. That should keep you happy, the user happy, and all of us here at ~~~happy in the process.
If you do have issues or want to come up with a plan to help those previous e-rice.net colleagues of yours over to ~~ I would be happy to spend some extra time making that process seamless for you. If at any time you need any other assistance you can feel free to reply to this ticket. My hours are 8:30 am - 5:00 pm pacific time Monday through Friday.
Best Regards, ~~~
~~~@l~~~
Phone: ~~~~ - Monday - Friday 7:00 am - 7:00 pm PST
Sat - Sun 7:00 am - 3:30 pm PST ]
Note, that as of today, ~~~~ has not responded to the 'host's' offer.. and there could be several reasons for this.. notably that 'E-Rice's" mail servers may not have been working.. who knows,... He may also be so frustrated that he chooses not to respond. Either way, he should at least cancel his account with ~~~~ and recover his expense.
Now, should anyone wish to affiliate with this provider, I think I can help.. PM me. No, they're not the "least expensive",... but they're pretty darn good.
Mike
