Support - Lies, standard lines and proper english

[sheepdog]

MY SUGGESTION :
Start replying to support tickets with actual truth and information in proper english.

I have been with Micfo a few years. Through several crappy servers - sarah - elham - sparta - now greenwich. When you get onto a good server, it then becomes overloaded (and no - its not me overloading it with my little stores)

I am tired, absolutely sick and tired of receiving answers from support that are the same standard lines. Take today for example, loads on greenwich became so high (45), it crashed, a daily occurence lately - verified by hyperspin. Email stopped and became backlogged. I can prove this, as I submitted a support ticket, yet again. I didn't receive the email acknowledgement copy of my support ticket for 3 hours.

When my support ticket was finally responded to, I was told that the minor load problems were due to maintenance being performed on the server. MINOR LOAD PROBLEMS ? that crashes the server at 6 pm cst ?! Either that is a complete lie, or perhaps micfo should start planning their 'minor maintenance' in off-hours.

Another item that totally sends me screaming - is this little micfo coined phrase - REVERT BACK TO US - this is not proper english.
The word 'revert' means to change something back to the way it was before. You don't 'revert' to people, you reply, you respond, but you dont REVERT !

Typical response from micfo:
Please check for the same and do revrt back to us in case of any problem if persists.

[TallDavid]

Sheepdog,
don't feel lonely. It seems like 90% of tickets to 1st level support come back with an incompetent answer written in unintelligible "English". Did Micfo hire Michael Brown?

Escalation to 2nd or 3rd level support will 'usually' correct the problem. Micfo really needs a direct "hot line" to upper management that resellers can call to report chronic problems.

[mojojuju]

I signed up with Micfo about a couple of years ago when their phone support was based in my home town of Lafayette, Indiana. Being that their office was located in my home town was kind of a selling point to me, enough that I'd go with a previously unknown company rather than a mainstream one.

A few months after signing up with Micfo, I ran into an old friend who coincidently was working at that call center, replying to support inquiries. When I told him that Micfo was my web host, he laughed and kind of looked at me as if I had a small paper sign on my shirt that said "kick me".

I asked him what was up with the laughing and the look and he proceeded to give me the lowdown on Micfo, which I won't repeat here, but my friend basically told me some things Micfo would not like to see about their business on their forum.

Oh well.

Since then, I've had many of the same problems as you, sheepdog. And now technical support has since been outsourced somewhere other than a place where English is the native language. I've had so many problems communicating on the phone with these guys that I now have to use live chat or submit a ticket everytime something goes awry - which lately, is more often than I'd like to think about.

A couple weeks ago, my account with micfo was having problem after problem. One day, I visited one of my sites to find that my CMS driven site couldn't connect to the database. That was the last straw.

I have since moved all of my files to a new hosting company, one that is not only well known, but costs less, and offers more features. Everything has been going well with them; Technical support speaks and understands english and doesn't give me shady replies. But like I said, I've only been with them a couple of weeks, and as I've learned with Micfo, things can be fine at first and then turn to crap later on.