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Should Tch Lose My Business And Enndorsement?


Should TCH lose my business?  

35 members have voted

  1. 1. Do you think this is aceptable support?

    • Yes
      42
    • No
      3
  2. 2. Should TCH lose my business?

    • Yes
      4
    • No
      36
  3. 3. Should I let my network of nonprofit webmasters nationwide know about this (I have previously endorsed TCH)?

    • Yes
      8
    • No
      24


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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 ()

 

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Subject: Receiving multiple copies of one email for several days.

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Helpdesk Powered by Kayako eSupport v2.3.5

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I personally replied to your help desk ticket 6 minutes after you submitted it to our help desk.

 

I personally found the virus in your email inbox and removed it.

 

I personally corrected the issue with your account and personally replied to the help desk ticket.

 

This was all handled in under 6 minutes from your ticket into our manage queue until the issue was resolved.

 

I think we did a good job with this incident, I am sorry you are upset.

 

I would suggest you remove your username and password from this post, or your account will be hacked.

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Also when you created the help desk ticket you listed

 

winthropmorgan.net

 

as the contact email address. So of course this is where the replies would go to.

 

I just once again replied to your help desk ticket with the same.

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I have to add my $0.02 here. I've been using TCH for many years, and have setup several of my clients with TCH hosting accounts. Unfortunately, I find that I cannot recommend TCH anymore, and in fact am actively moving my customers to another company. And the sole reason for this change is the lack of responsive customer service and technical support.

 

I am sure that TCH's support is great when you want to figure out how to get Outlook or Eudora to send/receive mail. They probably do a fantastic job with helping people upload vacation pictures and add bulletin boards to their family websites. But when you are a business, even a non-profit business, and your e-mail is down it is costing you money: money spent on consultants to fix the problem, money wasted on staff trying to find other ways to exchange information, money lost when new or existing customers can't get immediate response to their questions or problems.

 

At this very minute I've had a customer, a TCH client for two years, that is unable to send email for four days because Server26 refuses to acknowledge their Exchange server has authenticated via POP3, (even though it does so every 15 minutes to pick-up new messages), and therefore refuses to relay mail to external targets. No changes have happened on the customer end -- they don't even have the admin password to logon to their server to make changes. I spent several hours troubleshooting the problem in detail, including manual SMTP and POP3 transactions, checking DNS, network traffic capture and analysis, before opening a ticket. I put detailed information, including a transaction of my manual POP3 and SMTP transactions, into that ticket. Yet EVERY SINGLE RESPONSE from tech support tells me the same thing: I must POP before I can SMTP. If they just READ THE TICKET they would see that I already tested this, they would see the transcripts.

 

Each time I reply that I've already tested POP3 before SMTP and refer them to the transcript in the ticket, I get another response that I must POP before SMTP. This is INSANITY! Another 24 hours have gone by and nobody at TCH has even STARTED TO INVESTIGATE THE RELAYHOSTS PROBLEM because they read the first 10 words of my ticket and regurgitate the same nonsense. If I could just TALK TO SOMEONE I know I could get them to understand this is a RELAYHOSTS problem and get a systems engineer working on the issue. But I can't use IM from most customer locations (SOX security restrictions) and there is no voice support from TCH.

 

And, like you, my customers get annoyed when I have to charge them hundreds of dollars to keep on beating on TCH to fix TCH's problem, but I also can't afford to give my services away for free.

 

If TCH had voice support the past 24 hours worth of non-progress would have taken 10 minutes elapsed time to diagnose the problem, the customer would have had their mail back up one day sooner, and I would have only needed to bill them $100 without losing any money.

 

So my customers are moving to a hosting service that provides 24x7 telephone support, and even though they'll pay $25/month instead of $5-10, they will hopefully save at least $300/year on my services and at least two days of downtime.

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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.

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Hi Win,

 

Thanks for such kinds words :) and I am glad I was able to assist you.

 

During our conversation you provided valuable insight to what our customers experience using the help desk. With the feedback you gave me and the emails that I received from other customers, we will be announcing changes to our help desk for the new year.

 

 

As always, thank you for choosing TotalChoice and let me know if I can assist you.

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