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Win

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About Win

  • Rank
    New To The Neighborhood

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  • Website URL
    http://www.winthropmorgan.com
  • ICQ
    0

Profile Information

  • Location
    Bethesda, MD
  • Interests
    - Online public health information, education and communication (IEC)<br />- Online Social marketing<br />- Information Communication Technologies for Development<br />- Net neutrality<br />- Online Voting/Decision-making tools<br />- Blue Ribbon
  1. Kudos to Kate A., who helped with access problems after I changed the username on one of my accounts. Thanks!
  2. Kudos to Andy, who helped me with a prickly issue on one of my accounts. What I liked best was that he did it with a smile. -Thanks!
  3. Tch Receives Its Own...

    Thank you for looking out for your customers.
  4. Big Thanks To Dick

    Dick, you are great.
  5. An open letter of thanks to Dick Vance, Assistant General Manager of TCH: Dear Dick: Thank you. When I had a problem that wasn't being resolved, you took the initiative right away to call me. You spent an hour with me on the phone looking into the problem (which I now see was still going on while Bill was posting his,,,words fail. ). It took an hour and a half of phone time. But after that, the problem was solved. Really solved. You exemplify everything that makes TCH the best. You listened, Dick Vance. When I told you what I saw happening from my side, you didn't doubt me for a moment. You believed me when I said that I always used my .com address. You believed me when I said I was receiving multiple emails from - yes - even you. You checked your ego at the door, Dick. You didn't claim superior knowledge, skills, or attitude. You considered the possibility that TCH's servers, live help system, and help desk explanations were part or even all of the cause of this problem. You were honest, Mr. Vance. You told me what you figured out, and what was still baffling you. You admitted mistakes. You noted where it wasn't clear what had happened. You were proactive, Dick Vance. You were not just trying to shut me up. You were looking for possible failures in the helpdesk communication system, and possible quality control issues, and other possible ways to make TCH better for everyone. Above all, you were pleasant, Dick Vance Your actions and attitude spoke volumes about where the core strength of TCH lies. But beyond TCH, your behavior is a model for all of us working in a rapidly evolving technical field. And it merits gratitude from us all. Thank you. That's the end of this story for me.
  6. Here's the scenario. You started getting the same email again and again on Tuesday. You tried live help for two days, but couldn't get through. You reported it on Thursday at 1:30PM. The response email giving you a ticket key turns out to be invalid. You email again and again. It's now Friday almost noon. Some clients are upset that you haven't replied to their emails. Some say they never got an email from you. Then you find that TCH support closed out the ticket without resolving anything and didn't notify you. For transparency, log of support conversation is below. PLEASE VOTE ON WHAT AN APPROPRIATE RESPONSE WOULD BE. Thanks, Win Winthrop Morgan, MPH, CeM eCommunciation Consultant www.winthropmorgan.com Posted on 02 Nov 2006 1:36 pm -------------------------------------------------------------------------------- Live Support Message Delivery: ------------------------------------------- I've been getting one email repeatedly since Tuesday. The sender says they have no problems on their end. The sender is m_woods@acs.org, which is the American Chemical Society. Can you help me figure out what the problem is? Alex Spaford Posted on 02 Nov 2006 1:40 pm -------------------------------------------------------------------------------- Hi, Please get back to us with domain name and the cpanel user/password. Also, provide the mail account which is receiving this mail. So that we can check the issue in detail. Thank you for choosing TotalChoiceHosting. --- Alex Spaford Technical Support TotalChoiceHosting LLC. WinthropMorgan.net Posted on 02 Nov 2006 4:30 pm -------------------------------------------------------------------------------- What's up? Are you guys OK? I haven't been able to get anyone online for three hours. I went to check the status of my ticket after three hours, and I get the response that my ticket key or email is invalid. Meanwhile I've started getting another infected email repeatedly in addition to my other repeating email. HELP! _____ From: Technical Support [mailto:support@totalchoicehosting.com] Sent: Thursday, November 02, 2006 1:37 PM To: win@winthropmorgan.com Subject: [FDJ-59709]: Receiving multiple copies of one email for several days. Receiving multiple copies of one email for several days. Your ticket has been submitted to our Technical Support department, one of the TotalChoice staff members will review it and reply accordingly. Listed below are details of this ticket, you may need to use the ticket key listed below to update the status of this ticket from web. Ticket Information: Ticket ID: FDJ-59709 Ticket Key: 4446722b Subject: Receiving multiple copies of one email for several days. Department: Technical Support You can check the status or reply to this ticket online by clicking here There were some possible answers to this ticket in our knowledgebase, they are listed below: 1. What are the hours for tech support 2. Setting up Dreamweaver 3. Auto Responder Please let us know if we can assist you any further, TotalChoice Hosting Alex Spaford Posted on 02 Nov 2006 4:42 pm -------------------------------------------------------------------------------- Hi, Please get back to us with domain name and the cpanel user/password. Also, provide the mail account which is receiving this mail. So that we can check the issue in detail. If you are not getting this reply, please feel free to post a ticket at https://tchhelp.com/ Thank you for choosing TotalChoiceHosting. --- Alex Spaford Technical Support TotalChoiceHosting LLC. Mail Delivery System Posted on 02 Nov 2006 6:05 pm -------------------------------------------------------------------------------- This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: win@winthropmorgan.net no such address here ------ This is a copy of the message, including all the headers. ------ Return-path: Received: from qducgmdx by server120.tchmachines.com with local-bsmtp (Exim 4.52) id 1GfkK4-0000NU-Mu for win@winthropmorgan.net; Thu, 02 Nov 2006 16:42:05 -0500 X-Spam-Checker-Version: SpamAssassin 3.1.4 (2006-07-25) on server120.tchmachines.com X-Spam-Level: X-Spam-Status: No, score=-4.4 required=5.0 tests=ALL_TRUSTED,AWL,BAYES_00, HTML_MESSAGE autolearn=ham version=3.1.4 Received: from [72.18.141.157] (helo=server1.totalchoicehosting.com) by server120.tchmachines.com with esmtps (TLSv1:AES256-SHA:256) (Exim 4.52) id 1GfkK4-0000NK-Il for win@winthropmorgan.net; Thu, 02 Nov 2006 16:42:04 -0500 Received: from [72.18.141.157] (helo=mail.totalchoicehosting.com) by server1.totalchoicehosting.com with esmtpa (Exim 4.52) id 1GfkK0-0004xS-CP for win@winthropmorgan.net; Thu, 02 Nov 2006 16:42:00 -0500 MIME-Version: 1.0 Date: Thu, 02 Nov 06 16:42:00 -0500 From: "Alex Spaford" Subject: [FDJ-59709]: Receiving multiple copies of one email for several days. X-Mailer: eSupport v2 Content-Type: multipart/alternative; boundary="=_a0d6ec0aba261d753aab7ccd4d9e425c" Message-ID: To: win@winthropmorgan.net X-AntiAbuse: This header was added to track abuse, please include it with any abuse report X-AntiAbuse: Primary Hostname - server1.totalchoicehosting.com X-AntiAbuse: Original Domain - winthropmorgan.net X-AntiAbuse: Originator/Caller UID/GID - [0 0] / [47 12] X-AntiAbuse: Sender Address Domain - totalchoicehosting.com X-Source: X-Source-Args: X-Source-Dir: --=_a0d6ec0aba261d753aab7ccd4d9e425c Content-Type: text/plain; charset="ISO-8859-1" Content-Transfer-Encoding: 7bit DO NOT REPLY TO THIS EMAIL. If you need to reply, please update your ticket using the tracking url below. ================================== A TotalChoice Staff Member has responded to your Support Desk Ticket. ================================== Receiving multiple copies of one email for several days. Hi, Please get back to us with domain name and the cpanel user/password. Also, provide the mail account which is receiving this mail. So that we can check the issue in detail. If you are not getting this reply, please feel free to post a ticket at https://tchhelp.com/ Thank you for choosing TotalChoiceHosting. --- Alex Spaford Technical Support TotalChoiceHosting LLC. Ticket Details ========= Ticket ID: FDJ-59709 Tracking URL: https://ssl.totalchoicehosting.com/supportd...mp;rememberme=1 Department: Technical Support Created On: 02 Nov 2006 1:36 pm Last Update: 02 Nov 2006 4:30 pm Status: Closed or Awaiting Reply =================================== Thank You --=_a0d6ec0aba261d753aab7ccd4d9e425c Content-Type: text/html; charset="ISO-8859-1" Content-Transfer-Encoding: quoted-printable Win Posted on 03 Nov 2006 11:08 am -------------------------------------------------------------------------------- Ticket Opened by Customer Reason Specified: Matter remains unresolved. Win Posted on 03 Nov 2006 11:12 am -------------------------------------------------------------------------------- On a hunch, I tried entering win@winthropmorgan.net into this ticket. It looks as though TCH has assigned my email accounts to winthropmorgan.net, but they are coming in as winthropmorgan.com. I'm VERY UPSET that you have not sent any follow-ups to win@winthropmorgan.com. Please get back to me immediately about this. I'm losing business. Alex Spaford Posted on 03 Nov 2006 11:13 am -------------------------------------------------------------------------------- Hi, Please get back to us with domain name and the cpanel user/password. Also, provide the mail account which is receiving this mail. So that we can check the issue in detail. Thank you for choosing TotalChoiceHosting. --- Alex Spaford Technical Support TotalChoiceHosting LLC. Win Posted on 03 Nov 2006 11:15 am -------------------------------------------------------------------------------- Here is the information requested: http://www.winthropmorgan.com Login: ****** Password: ***** tch 120 Win Posted on 03 Nov 2006 11:19 am -------------------------------------------------------------------------------- Finally, I want this on record as to: 1. how long this has taken to resolve. It is WAY outside your claimed average time to resolution. 2. the fact that this ticket was closed and I had to reopen it. 3. If this can't be resolved soon, I am broadcasting this f*up nationwide to all N-TEN members and all DC 501 members, and renouncing the SEVERAL endorsements I have give to TCH. Win Posted on 03 Nov 2006 11:24 am -------------------------------------------------------------------------------- Mail account receiving the mail was, as I have said before, win@winthropmorgan.com When I gave up on tech support, and went into this to try to fix this myself, I finally deleted the winthropmorgan.net email addresses. Then, this morning, I discovered that someone - *not me* had placed a filter on the account to redirect all mail sent to winthropmorgan.com to winthropmorgan.net. Now, I look at the headers in this thread, and see that apparently mail is being directed through the winthropmorgan.net domain. It should be being directed through the winthropmorgan.com domain, which is the primary domain. Win Posted on 03 Nov 2006 11:25 am -------------------------------------------------------------------------------- Does this also mean that my email please to manager@totalchoicehosting.com never got through? Win Posted on 03 Nov 2006 11:28 am -------------------------------------------------------------------------------- Here's the only email I got from tech support. Note that it is addressed to win@winthropmorgan.com. Now, I notice that this ticket is listed under winthropmorgan.net. -------------------------------------------------------------------------------- FDJ-59709 Receiving multiple copies of one email for several days..txt (1.37KB) - Email from tech support Win Posted on 03 Nov 2006 11:34 am -------------------------------------------------------------------------------- If this wasn't costing me so much business, it would be funny. Notice how the reply is sent to winthropmorgan.net. Fortunately, I set up a mass forwarder while I was in the cpanel this morning. -------------------------------------------------------------------------------- RE FDJ-59709 Receiving multiple copies of one email for several days..txt (1.56KB) - Replies to winthropmorgan.net Rate this ticket: Helpful Not Helpful () Post Reply Subject: Receiving multiple copies of one email for several days. Message: * Rating: Was the staff reply helpful? Yes No Dont Rate Attach a file Description: File: * Required Home Language: English Helpdesk Powered by Kayako eSupport v2.3.5
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