General Problems

[DougWare]

Is anyone having problems accessing their hosted domains, their reseller domain or the resellerspanel.com website?

My BigBrother monitor has detected a lot of intermittent connections to all three in the past few days.

DougWare

[TylerGillen]

I host my domain here and they changed my MX records for me. You may want to submit a ticket and they can do it for you, they did it for me.

[Kalin]

I have been an RSP reseller since June of 05. It has been my experience that if you have a problem (either with your hosted site or reseller site), you are better off to fix it yourself than call your tech support. I never seem to get anything other than "it's fixed now" or "try it again, if you continue to see a problem open a ticket". I understand that I am only one reseller in your army, but I am a customer too. I understand that some people ask for features to be added that are simply to "user specific" or a waste of time from your point of view. However, when you have multiple customers reporting the same types of problems, they need to be investigated. If you are going to have phone support, they need to take the time to listen to the problem, not interrupt you and say "try it again".

In conclusion, I believe RSP has a lot of great features and very reasonable prices (for most things), but I believe the support leaves a lot to be desired.

Just to remind you as we've always did in the past - phone support is only for general and pre-sales questions. And here are the reasons why we DO NOT provide full support over the phone:

1. Customers call and they are in panic. They want "something" to be fixed FAST! Panic doesn't help at all. Most of the customers are in panic when they call us and ask for support.

2. If the issue is not a simple one - the support staff have to ask administrator/developer/supervisor and sometimes even myself to assist him, while the customer is on the phone and in a hurry - the customer doesn't like to spend a lot of time hanging on the phone and waiting. So usually while we "hurry" to assist the customer and to fix his problem within 30 seconds and we simply don't manage to do it as all these 4 teams (administrators/developers/supervisors and owners) have other tasks on their heads and/or looking in to other ticket/issue. So that's why very often you are told to open a ticket instead of explaining the issue over the phone.

3. Sometimes you might have hard times understanding our support over the phone, but have you though about the support staff understanding you? It happens very often when I enter the room where the phone support works and they just give me signals with hands to come back later as they are on the phone with someone and they barely understand what's the customer saying. This means that the phone is not a reliable way to explain your issue and to get a proper and fast resolution. It means that if our support staff didn't understand well your problem - he will give you a wrong answer/solution. So this is bad again? Right ? And if you have paid some attention to what other people post here on the forum you will notice that there are just a few complains from the ticketing support, while there are much more complains from the phone support. This proves that the ticketing system is still the best way to get your issue resolved.

These are the 3 main reasons why we do not provide full support over the phone. And I think they are the same reasons for almost every other web hosting company (I've tested a few and they refuse to provide customer support over the phone).

As for the reported problems - you are right, if there are multiple customers/resellers reporting the same problem (probably you mean the downtime), than there is probably a real downtime. However this thread is not enough to prove that your site is really down as often as you say. I checked your domain and you have 2 different name servers. It is possible these 2 different name servers to be causing your issues, as our monitoring system doesn't notice any downtimes.

Best Regards,
Kalin Blaskoff

[Guest]

Also, I informed your tech support representative that the domain resellerpanel.com had expired. Instead of telling me about the domain resellerspanel.com. I had to find it on google. You guys dropped the ball and let one of your domains expire.

Why did you goto www.resellerpanel.com? I never even heard of that address. I've always been going for the past 3 years to resellerspanel.com and that's why I have never had any downtimes or problems. The name of the business is even Resellers Panel! lol not reseller panel.

p.s. Well said Kalin, alot of users here don't realize that phone support is hard especially when the reseller is stressed and is not patient. I've always been using the ticket system and before that the email system with RSP and have always had a timely answered response. I don't understand why people here don't use the ticket system. I not only get a good response everytime I use it but I get the response within the hour each time! No they chose to ask in the forum for some odd reason when it takes the longest to get a response.

Best Regards,

[DougWare]

Just to remind you as we've always did in the past - phone support is only for general and pre-sales questions. And here are the reasons why we DO NOT provide full support over the phone:

Then you need to let people know this. Your support page just says
All resellers that are using our FREE
and cPanel programs can call us 24/7 at:

1. Customers call and they are in panic. They want "something" to be fixed FAST! Panic doesn't help at all. Most of the customers are in panic when they call us and ask for support.

2. If the issue is not a simple one - the support staff have to ask administrator/developer/supervisor and sometimes even myself to assist him, while the customer is on the phone and in a hurry - the customer doesn't like to spend a lot of time hanging on the phone and waiting. So usually while we "hurry" to assist the customer and to fix his problem within 30 seconds and we simply don't manage to do it as all these 4 teams (administrators/developers/supervisors and owners) have other tasks on their heads and/or looking in to other ticket/issue. So that's why very often you are told to open a ticket instead of explaining the issue over the phone.

3. Sometimes you might have hard times understanding our support over the phone, but have you though about the support staff understanding you? It happens very often when I enter the room where the phone support works and they just give me signals with hands to come back later as they are on the phone with someone and they barely understand what's the customer saying. This means that the phone is not a reliable way to explain your issue and to get a proper and fast resolution. It means that if our support staff didn't understand well your problem - he will give you a wrong answer/solution. So this is bad again? Right ? And if you have paid some attention to what other people post here on the forum you will notice that there are just a few complains from the ticketing support, while there are much more complains from the phone support. This proves that the ticketing system is still the best way to get your issue resolved.

1. I've never been in a panic when I've called. I've performed phone support for many years, I have also been a LINUX admin and a network engineer for an ISP. I know how to handle a support phone call. Just because "most" of your customer are in a panic, support can refuse to listen to all of them.

2. I've never had a support engineer offer to get someone else involved in my problem, or offer a solution to my questions. Over a year ago, my site was taken offline by RSP. I called, they had me open a trouble ticket. I understand that's it's not always possible to have the 1 hour turn around, but after several hours, I posted a comment to the ticket to inquire about the status. All I got was that it was turned back on. I can't open the ticket now, it's not even showing up in my closed tickets.

3. If the tech support rep is having a hard time understanding me, then he needs to say so, not brush me off. I also understand multi-tasking while at work, but if you are supporting a customer, you can't multi-task to the point it's causing the customer to have a bad support experience.

I do have two different name servers, but they are slave servers off my primary server (the correct way to configure DNS). Had a support representative told me I could add CNAME records or change my MX records through a ticket when I e-mailed them, I would have probably done that. However, once again I got what felt like a canned answer and that was the end of that.

Why did you goto www.resellerpanel.com? I never even heard of that address. I've always been going for the past 3 years to resellerspanel.com and that's why I have never had any downtimes or problems. The name of the business is even Resellers Panel! lol not reseller panel.

p.s. Well said Kalin, alot of users here don't realize that phone support is hard especially when the reseller is stressed and is not patient. I've always been using the ticket system and before that the email system with RSP and have always had a timely answered response. I don't understand why people here don't use the ticket system. I not only get a good response everytime I use it but I get the response within the hour each time! No they chose to ask in the forum for some odd reason when it takes the longest to get a response.

Best Regards,

I found resellerpanel.com on Google. I was not aware that they had another domain. Daniel, if other people are asking why it takes so long to get a response, maybe they are not getting responses, or getting them in a timely manner.

I am showing no downtime in the past 24 hours. Perhaps the problem has finally been fixed. This thread started as a curious attempt to see if others were having problems. Some responded with "Yes", others said "No".

This thread has changed to a discussion about the support, which is my other concern with RSP. I would love to hear other's experiences with RSP support, good or bad. If no one else has had a legitimate bad experience (not they refused to help me fix my PHP script), then I will gracefully bow out of this thread. If we get enough valid complaints, then all I ask is that RSP evaluate the support situation. From being in the support industry, I know that for each complaint you receive, in most cases there are 10 that are there and just never been voiced.

[Kalin]

I have two things to say:

1. In these 3 points that I wrote why we do not provide full support over the phone I didn't mean your call(s) and your behavior. As I said there - "most" of the customers, I didn't mean you. It was just an explanation about the phone support which has nothing to do with your case.

2. If you want to see what other people say about our support - search the forum. No need to make "another" thread about "customer support satisfaction". There are plenty of threads on that topic or at leasts plenty of posts. Once you find them - you can decide for yourself if we are good or bad. The only thing you won't be able to find on this forum are our support stats. For a first time I'll post them here so you can see what majority of our customers think about the resolution of their tickets:

Voted Tickets: 12221
Satisfaction: 95%
Courtesy: 96%
Over All: 95%
Timeliness: 95%

Best Regards,
Kalin Blaskoff

[TylerGillen]

I really think ResellersPanel is nice. You cannot expect for them to do everything or for everything to go right. If you are looking for something bad from them it is usually really hard to find as there is no other way to go. I believe you cannot really complain if you will not listen to ones advice. If they tell you that you need to fix something for the site to stay online then you should. As otherwise you cannot complain as you did not take their advice.

[wjleong]

2. If you want to see what other people say about our support - search the forum. No need to make "another" thread about "customer support satisfaction". There are plenty of threads on that topic or at leasts plenty of posts. Once you find them - you can decide for yourself if we are good or bad.

Using the "search the forum" just able to locate the old comments,but making another thread can help in getting more comments instead of old experiences....
I have been here more than 2 years,and numerous time I contacted support,include phone(just once),chat,email and ticketing...
From my exprience:
1.phone support.. so so,because the support cannot speak english properly,but he was trying his best to assist me,at least this make me happy and felt worth.
2.chat support,excellent,but has not prefect yet...
Sometimes during the peak,you have to wait for long time for the staff,because they are too busy,but this is normal,right?
Their replied and assist are excellent,and I would like to say thank you here,Kalin,please don't 'fire' them oh...
3.Email support are not so effective,because sometimes your email will drop to the spam folder,so they could not read it and reply to you...
But once you got the reply,also excellent...
4.Ticketing system is the 2nd choice for me to reach them.and I almost voted all the ticket and leave my comments there...
for me,only 1 ticket are not satisfied because out of topic,and 1 topic replied is not responsed within 1 hour (few minutes out),but I know they are handling numerous ticket all the time,so it's ok for me,because they are doing their best...
I even got responsed within 5-7 minutes and exactly help...
Even sometimes they are helping me in my php scripts error (but this is depend on your luck... )

Conclusions:I believe they are worth in the support..

[TylerGillen]

I both believe to that the support here is great. Keep up the good work, you guys!

[MacCheesy]

You are assuming that Everyone actually takes the time to vote. Many people, including myself on occasion, closes a ticket without voting which leaves the default of 5 for Satisfaction, Courtesy, Over All, Timeliness. So, even though I did not want to take the time to actually cast a "real" vote, the statistics will show that I was happy with the support I received. That being the case, I would have to assume that the percentages given here are most likely inflated.

...2. If you want to see what other people say about our support - search the forum. No need to make "another" thread about "customer support satisfaction". There are plenty of threads on that topic or at leasts plenty of posts. Once you find them - you can decide for yourself if we are good or bad. The only thing you won't be able to find on this forum are our support stats. For a first time I'll post them here so you can see what majority of our customers think about the resolution of their tickets:

Voted Tickets: 12221
Satisfaction: 95%
Courtesy: 96%
Over All: 95%
Timeliness: 95%

Best Regards,
Kalin Blaskoff

[Kalin]

You are assuming that Everyone actually takes the time to vote. Many people, including myself on occasion, closes a ticket without voting which leaves the default of 5 for Satisfaction, Courtesy, Over All, Timeliness. So, even though I did not want to take the time to actually cast a "real" vote, the statistics will show that I was happy with the support I received. That being the case, I would have to assume that the percentages given here are most likely inflated.

This his not the way our ticketing system works. If you have closed the ticket without voting, it will not be counted as voted 5. You have to click "Rate it" to rate any response from our staff or "RATE THIS TICKET (Your opinion is important for us)" to rate the whole ticket in order to register your vote.

So again, these stats are only from customers who actually decided to rate some tech or ticket and are accurate.

Best Regards,
Kalin Blaskoff

[MacCheesy]

Really? Weird. Whenever I close a ticket, be it the hosting control panel or resellers panel, it loads the page to rate the ticket. I don't see anything that states "CLOSE TICKET WITHOUT VOTING." Many of these tickets have a 5 across the board although I did not choose to rate the ticket or give the ticket an across the board 5 rating.

Screen Shots...

Closed Ticket:

[IMG]http://www.*************hosting.com/downloads/121.jpg[/IMG]


Re opened same ticket and than clicked the CLOSE ticket link:

[IMG]http://www.*************hosting.com/downloads/122.jpg[/IMG]

Seems your information is not correct or there is something wrong with my hosting control panel.

[MacCheesy]

Just a little not about the screen shots. When you click "Close It" and the voting page loads... no where on that page does it state anything like "YOUR TICKET IS NOW CLOSED. IF YOU CARE TO RATE THIS TICKET (Your opinion is important for us), PLEASE DO SO NOW - OTHERWISE, YOU MAY LOG OUT OF YOUR CONTROL PANEL."

There is no way to know that the ticket was actually closed. Clicking "VOTE" ensures that the ticket is actually closed. I am willing to bet a good majority of people think the same thing and click "VOTE" thinking they have to in order to close the ticket which means, as I stated before, that the percentages are inflated and do not represent actual ticket votes but the number of times hosting clients thought clicking vote was the ONLY way to close the ticket.

[Milen]

Clicking on the "Close It" in both the web hosting and the reseller control panel, whether or not a ticked is voted and this can easily be checked through the “Closed Tickets” section of the respective control panel. It is also quite easy for a client or a reseller to see whether a ticket has been voted or not. If the Vote dropdown menus and the "Rate It" button are active, it is pretty obvious that the support response has not been voted on. Naturally, we would like to encourage clients and resellers to share their opinion about our support services, however, the fact that not every ticket is voted on, should show that customer satisfaction measured by the support system is rather accurate and not inflated (i.e. only clients and resellers who actually wanted to share their opinion, did so).