writernan Posted May 21, 2003 Posted May 21, 2003 I sent a Help ticket on 5/18 related to an email situation that needed to be addressed outside of the Forum. To date, no reply. Is this usual??? Nan Quote
Larry Posted May 21, 2003 Posted May 21, 2003 I cant answer for why, because I don't work for TCH. But it seems unusual.. I sent a ticket a few days ago about a server issue.. it was resolved in like 5 minutes.. I sent a request today to have them delete a folder from my home directory, and they did that within 5-10 minutes.. Quote
TCH-Rick Posted May 21, 2003 Posted May 21, 2003 Hi, Nan. I'm sorry we haven't gotten to the ticket yet. It's an interesting problem and right now I'm not sure what the problem is so I've hesitated on speculating. I promise we haven't forgotten. I need to do some searches and see what I can learn about the error message. Quote
Hammerz Posted May 22, 2003 Posted May 22, 2003 I agree with Larry. I've never experienced such rapid and helpful technical or customer support....even on "low priority" tickets." TCH provides more avenues to support than any other hosting service I looked into. Hang in there! If my experience means anything, they ARE working on it, and you WILL receive the help you need! Chuck in Taiwan Quote
TCH-JimE Posted May 22, 2003 Posted May 22, 2003 Hi, We do tend to get tickets done as soon as we can do, as keeping our customers happy is high on the agenda of things to do. However, we prefer to answer the tickets right first time, rather then take a hazardous guess and send the user packing, because we know that it will only make them unhappy, so no, we are not ignoring yours or anyother ticket that comes in, but making sure the answer is correct and that you will be happy with it. Apologies if you felt we have been letting you down Jim Quote
Head Guru Posted May 22, 2003 Posted May 22, 2003 Your help desk ticket was answered by rick last night. Since this ticket was not related to our servers it took us a bit to research the problem. Also, remember the Help Desk Priority Levels. We answer tickets by the level of priority. This was deemed a very low priority since the problem was that your email was working fine, you were simply having problems sending email to one address. Furthermore, you stated this same issue has been an ongoing problem not only with TCH but also with your last web host. So, we read the ticket and then placed a internal level rating to the ticket. 24-48 hour response time on this type of ticket is normal. In case you did not read the response to your ticket - OK...sorry to be so delayed in responding. Had to do some reading and we're still not positive what is going on. There are several possibilities but all point to the receiving ISP. You could be right that your domain is somehow on a blacklist that is being blocked. I searched several of the major ones and saw no sign of that. There could be a problem with the DNS on the other ISP that is preventing it from resolving your domain properly. It may just clear up if that is the case. It might be worth having the person you are sending to check with her ISP to see if they can explain it since the error message is coming from that end. Sorry we can't tell you more. Thank you for choosing Total Choice Hosting where choice does matter! Rick Quote
writernan Posted May 23, 2003 Author Posted May 23, 2003 Thank you for all your attention! I wasn't complaining ... just curious about the delay since everything I'd read on the forum was complimentary relating to response time. You're correct that the problem wasn't 'directly' related to TCH, but I didn't know where else to turn. Thank you for going the extra mile to check things out. You guys are 'kewl.' Nan Quote
Head Guru Posted May 23, 2003 Posted May 23, 2003 Nan, Glad to be of help. I wasnt sure if you got the email response from the help desk, so I thought to self... self...post the response on board.... Quote
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