Don't like the new technical support interface

[yhjow]

Hi,

I've been rather disappointed with the technical support service Micfo provides after the chnage of the web design. I'm hosting my site http://www.chinahistoryforum.com and http://www.chinahistoryinfo.com in Micfo server.

Recently, I sent a support ticket request asking for downgrade of my VPS account to Linux VPS 1030 (ticket ID KPI-800608), but it has already been two days, and I haven't received any reply from your support.

Why are there no reply and response from your side?

Quite frankly speaking, I don't know what has happened to Micfo. The technical support and response used to be very fast (within a few hours), but now it takes more than 2 days to response.

1. Also, I used to post technical support ticket under "Member's Area". Now, I notice there is no more response from Micfo after I posted a ticket under Support within "Member's Area" (at https://members.micfo.com) . Instead, I'll have to separately submit a support ticket at http://support.micfo.com using the "Submit a ticket". Is the Member's Area's support closed down?

2. Under the new Ticket system at http://support.micfo.com , the tickets are also not arranged according to the latest reply (from top to bottom). Instead, they are all mixed up, making it very difficult to locate any recent tickets. It was unlike the past (under Member's area at https://members.micfo.com), where everything was arranged according to latest date.

3. I would personally prefer all support ticket system to be carried out under "Member's Area". I used to get the response and technical support quite quickly. But now it takes more than 2 days. Also, now it's very difficult to track the support tickets as they are all mixed up.

I would appreciate if you can give me an explanation for the above and allow "Member's Area" to post support ticket. Personally I prefer the support to be at https://members.micfo.com instead of at http://support.micfo.com

Thanks
Yu hsing Jow

[drachma]

Hi Yu,
Thanks for your comments.

1. I believe members area's support ticket system is no longer in use. It's an older version of Kayako in members.micfo.com and they've switched to a newer version in support.micfo.com

If you're not receiving responses to support - please try the live chat. I myself love it!

2. You know - I never noticed the sort of support tickets. I'll definitely bring this up as well and hope that there's a simple resolution

3. I totally understand change is difficult and not always accommodating in every respect. However I'd like to believe that the company is doing this because at the end of the day it works out more favorably for every aspect of operations. So far I do like the changes in over all support - I hope you feel the same.

Let us know if there's anything else.

Cheers.

[GhostRider2110]

And Yes Yu, I agree they should have either redirected the old support system to the new tickets or cut it off completely. And I to miss the sorting options... but the new ticket system does work well and as Mike said the Live Chat works really well... I to have used it a couple of times since it was back online.

See-ya

[Amir]

Thanks for bringing this to my attention. I'm checking with our development team to investigate this matter further.

I will give an update shortly.

Sincerely,
Amir.

[yhjow]

Thanks for address this issue. I've been hosting with Micfo since 2004 (for 3 years already). The main reason that I didn't change to another webhost is that Micfo provides fast and good technical support (usually within a few hours after I posted a ticket). I've been very happy with the service Micfo provides.

But, the recent case of slow response for support is abit disappointing and I hope you guys will improve upon it.

Thanks for the downgrade anyway.

[Amir]

I would like to express my sincere apologies to you valued customers. As they say 'Err is Human' and Micfo.com is not out of this equation. Looks like after we upgraded our help desk and launched the new support center, the integrated version of the help desk inside the members area (https://members.micfo.com) was not upgraded accordingly, as a result still some customers continued on using the old help desk to submit their tickets, while clearly it wasn't being monitored by us as the development team assumed the tickets submitted there would also automatically get through to the new help desk.

Thanks to some valued customers, this was brought to our attention just before yesterday and since then we've been on top of this matter.

There's no justification for this as it was a mistake at our end which I would like to apologize and rest assure you valued customers that in future we would take further steps to ensure everything is in order, before any such upgrades are done.

As we speak the upgrade is in process and soon I should have more updates regarding the same. Thank you all for your understanding and cooperation.

Sincerely,
Amir.

[Amir]

The integration was completed long ago, just remembered to update the thread =)

Sincerely,
Amir.

[Joebar]

I've been a customer for a few years now and I'm generally happy.. When everything is up, it's all great, but when stuff goes down, getting answers out of technical support is like pulling teeth..

You can ask them direct questions, and they just completely avoid them and give only the answer they want to give -- or... the minimum required to get that help ticket closed, and nothing more.