i have asked for a rebuild (see number below). i want to see what type of compensation package they are offering. after they make the official announcement, i will see if i can get an additional domain as my compensation instead of more space. here is my rebuild request "form" that i submitted:
wait, before you read it, i must comment on this "form" : what a friggin joke! why did it take DAYS to "test" this?? i could have built an interactive form that tied directly into their db server in 1/4th the time it took them to get this up, and i dont even KNOW perl! even if they have something on the receiving end that parses the data, it STILL shouldnt have taken as long as it did. it's a totally back-@$$wards way of doing things!. there. [forest gump voice] that's all i have to say about that.[/forest gump voice]
Please be sure to read the explanation below regarding creating a Security Question/Answer carefully.
Security Question: best way to piss off a customer or employee?
Security Answer: keeping them in the dark
Comments:
actually, i have several comments to make.
since PLESK is written in perl and ties back into MySQL or some other SQL-based server application, there is no reason why customers should have to copy and paste this "form" into a help desk ticket form. you should have been able to write a form inside of PLESK that specifically deals with a rebuild or refund request. second, asking that customers copy everything in "red" ignores that some 30% of males suffer from some form of COLORBLINDNESS.
more importantly, i have several concerns with the way shawn and the entire staff have handled the events over the last few weeks. there was VERY little communication between your organization and the customer. the majority of the communication that DID happen, was sent through an IRC channel. while i have been using IRC for many years, there are multitudes of your customers who are not versed in IRC. also, i do not have time to sit in the channel moniting it for updates. I did sign up for your e-newsletter, but beyond the confirmation email confirming i had subscribed, that was the ONLY email i received from cyberwings.
last, and most importantly, i have WITNESSED and read through several IRC logs where your shawn was EXTREMELY *RUDE* to many of his own customers. i witnessed one customer who was kicked from the channel by shawn simply because he asked how much longer it was going to be before the servers would be back online. that type of behavior from the owner of the company is UNACCEPTABLE *REGARDLESS* of what the customer has said or done. "the customer is always right" PERIOD. even if the customer is completely wrong, they are still RIGHT. accepting any other attitudes towards customers will only kill your business.
i have been a customer servie rep, a technician, the president of a company, a system administrator, a marketing manager, a public relations manager, and numerous other positions across a wide-range of industries. i have dealt with numerous customers who i wished i could have strangled. i understand how it can become frustrating when customers are negative and harrassing. however, had i done anything even REMOTELY close to what i witnessed shawn do, i would have been terminated IMMEDIATELY.
Shawn needs to seriously re-think why he is in this business. if he truly wants to make it a success, he needs to either receive more training in customer service, or hire someone with more experience in this area. if not, then he stands to lose even more customers. just providing a service for "cheap" means nothing if there is no support for the service.
while i'm sure the person reading this ticket will most likely stop reading after the colorblind statement, hopefully some of it will makes it way through to shawn.
by the way, my customer ticket is number 1297