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

[Chris Hess <chris@xxxxxxxxxx>]

I must chime in here and say that for many months now I have found that many Verio support reps are relatively uneducated on even some of the most basic CPX functionality and support issues. I have asked many times that Verio train some techs to be CPX support specialists, an idea that most techs I've spoken to strongly agree with. And if nothing else, setup a good knowledge base for resellers and support to reference.

I'm cautiously excited about the new support structure Verio is talking about putting in place, the changes made so far have been pretty painful and costly for us in phone wait times, support mistakes, and limitations on tech 2 support - resulting in longer support resolution times.

I know it can be hard and slow to turn a big ship like Verio, but I've seen others in the business make major changes quickly so I know it can be done.

I remain hopeful but time is of the essence!

Chris Hess
Outer Banks Internet, Inc.
chris@xxxxxxxxxx

On Apr 23, 2010, at 12:17 PM, AlpineWeb 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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