Re: [cpx] tech support and CPX issues - cross post

[AlpineWeb <news.list@xxxxxxxxxxxxx>]

Hi Suzanne,

Agreed.

Regarding transparency, I don't think Verio is trying to hide or deny 
anything.

I do think web hosting is a very complicated and competitive business 
and Verio is understandably cautious.


Best regards,
Uwe Schneider






suzanne newman wrote:
> Thanks! I'm with you Uwe - I remain optimistic. (I took the webinar, but I
> am not fluent in corporate-speak, so sometimes I miss what they are saying.)
>
> My suggestion was a request for more transparency. A known problem should be
> just that, known. Known to resellers, to tech support and customer support.
>
> Recent news regarding Toyota and others would seem to show that covering up
> problems does not work in the long run.
>
> Suzanne
>
>
> On 4/23/10 12:17 PM, "AlpineWeb" <news.list@xxxxxxxxxxxxx> wrote:
>
> > Hello Suzanne,
> >
> > > Verio, if you are listening - it would be helpful to have a place in
> > > the back room listing these known problems and tracking what is being
> > > done to fix them.
> > Verio is listening. They are working to roll out new support systems and
> > services and are investing big bucks to do so.
> >
> > If you recall, Verio produced a Webinar several months ago outlining the
> > major steps they are taking to upgrade their support services.
> >
> > http://www.verio.com/files/webinars/120809/
> >
> > Transitioning to a new support system, especially when you consider the
> > magnitude of Verio's operation, will invariably involve some bumps along
> > the way. We have confidence in the directions Verio is going and believe
> > the future looks bright.
> >
> >
> > Cheers,
> > Uwe Schneider
> >
> >
> >
> >
> >
> > suzanne newman wrote:
> > > I have been experiencing this problem since November on various Linux VPS
> > > servers. The problem, as explained to me is that on reboot, dovecot does not
> > > start up. Mail comes into the server, but does not get placed into the
> > > mailboxes. I was told (in November 09) that this is a known problem and that
> > > a permanent fix was being worked on.
> > >
> > > When this problem happens (so far 7 times on 4 different servers) I call in
> > > with the same case number so there is a record of how many times this has
> > > happened. I have not had a problem with tech support on this.
> > >
> > > Verio, if you are listening - it would be helpful to have a place in the
> > > back room listing these known problems and tracking what is being done to
> > > fix them. This would be helpful to resellers, as well as to tech support, so
> > > we don't all go crazy trying to figure it out. A documented known problem
> > > with a known fix (even if short term) would take less tech support time.
> > > Also, a documented list of things to be fixed would help these problems not
> > > fall through the cracks - maybe even, a person could be assigned to oversee
> > > this list.
> > >
> > > Suzanne
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>
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