Poor Sales Response

[beeconnected]

Back in May I paid for a reseller account upgrade which has not been applied to my account thus I'm now unable to add any additional users/sites.

I contacted Technical Support thinking this would be a fairly quick and easy fix. After a short wait of five minutes, I was directed to contact the Sales Department regarding this issue. I've had communication issues with CP's Tech Support Team before so I double checked the response...

Sure enough, same answer. I contacted the Sales Department at 9.47PM on Friday evening and as yet have not seen any response.

If I recall correctly, I had much the same experience when I first joined Crucial and to be honest, I'm concerned....

[Aaron]

Hi beeconnected,

Thanks for voicing your concerns.

Currently our Sales department is only available during business hours (M-F, 9AM-5PM) and hence the delay in response.

Our customers have expressed they would prefer to have excellent technical support, as opposed to a 24x7 Sales team.

Please accept our apologies for any inconvenience caused, and be rest assured that you should get a response to your query on Monday.

Kind Regards,
Aaron

Originally Posted by beeconnected

Back in May I paid for a reseller account upgrade which has not been applied to my account thus I'm now unable to add any additional users/sites.

I contacted Technical Support thinking this would be a fairly quick and easy fix. After a short wait of five minutes, I was directed to contact the Sales Department regarding this issue. I've had communication issues with CP's Tech Support Team before so I double checked the response...

Sure enough, same answer. I contacted the Sales Department at 9.47PM on Friday evening and as yet have not seen any response.

If I recall correctly, I had much the same experience when I first joined Crucial and to be honest, I'm concerned....

[beeconnected]

Hi Aaron,

To my knowledge, the fact the Sales Team is only in action Monday to Friday is not mentioned on the website, nor was it mentioned in the response from Tech Support. Having said that, I would still suggest the issue is more of a technical nature than that of a sales or administration.

Frankly - The service relating to this is rubbish!
I've paid for a service which I should have had months ago and now I need to wait until YOU, the "Sales Team" get round to it on Monday yet here we are talking about it...

[Aaron]

Hi beeconnected,

I can see Ross has responded to your ticket, and is currently working on the issue you have been faced with.

Originally Posted by beeconnected

To my knowledge, the fact the Sales Team is only in action Monday to Friday is not mentioned on the website, nor was it mentioned in the response from Tech Support. Having said that, I would still suggest the issue is more of a technical nature than that of a sales or administration.

The assumption has been made that Sales is available 24/7, which is not advertised anywhere on our website or on any advertising media. Our new website being released in a few weeks will have greater detail about when each department is available.

Frankly - The service relating to this is rubbish!
I've paid for a service which I should have had months ago and now I need to wait until YOU, the "Sales Team" get round to it on Monday yet here we are talking about it...

We are more than happy to assist, and our staff have been nothing but helpful to you. Most of our customers tend to agree that they would prefer to have superior technical support, and not have a price increase of 50-100% just so we can accommodate a 24/7 Sales team. I'm not the "Sales Team", so I'm not sure what you are referring to.

[beeconnected]

Aaron,

Yes, they have been helpful but I still feel this shouldn't be a sales issue and that the technical support team should have been able to resolve it in the interest of overall custom support/service. As far as a higher importance on technical support...... Who would argue that!

I understand Aaron you're trying to keep that happy middle ground but please, for the love of god, don't end up like Jumba!

[Aaron]

Hi beeconnected,

Thanks for the suggestion, these sort of issues are usually handled by Technical Support, however the tech who answered your ticket was new and incorrectly moved the ticket to Sales.

I've sent our a memo to our tech team to ensure this does not happen again.

Kind Regards,
Aaron

Originally Posted by beeconnected

Aaron,

Yes, they have been helpful but I still feel this shouldn't be a sales issue and that the technical support team should have been able to resolve it in the interest of overall custom support/service. As far as a higher importance on technical support...... Who would argue that!

I understand Aaron you're trying to keep that happy middle ground but please, for the love of god, don't end up like Jumba!

[beeconnected]

Aaron,
I've had another interesting experience with Technical Support over the last few days [KUW-28654].

In short my question related to adjusting hard drive space and bandwidth on an account basis under my reseller plan instead of making a change to the entire plan. In the past I've been able to do this with every other reseller account I've had...

I assumed this could be considered "Overselling" and notice this incurred an additional fee each month. As you'll see from the ticket, the initial response was to the effect that said feature was not supported - period!

When I brought it to the techs attention, he did not accept the mistake rather just repeat what I'd said, copy and paste what was on your homepage and then go on to suggest I create another plan just for the user in question...

Aaron I'm concerned that your outsourced support isn't really working in terms of customer satisfaction and if I'm honest, I'm not too happy that I'm not able to make this adjustment without having to pay $15/month... I don't want to "Oversell", I just want to adjust certain accounts!

[Aaron]

Hi beeconnected,

By allowing you to modify each individual account by itself you will be able to circumvent the reseller space and bandwidth applied to your account. This is the way cPanel/WHM works, and cannot be modified.

I've reviewed your ticket, and I can see it that our technical support team have thoroughly replied to your query and given you a very detailed response. We do not allow overselling on our US based accounts, and probably the reason for the confusion (both our US customers and our AU customers use the same support desk). This was a simple mistake made by the particular tech who answered your ticket, and was corrected in the next ticket reply with a detailed response.

Please accept our sincere apologies for any inconvenience caused.

Originally Posted by beeconnected

Aaron,
I've had another interesting experience with Technical Support over the last few days [KUW-28654].

In short my question related to adjusting hard drive space and bandwidth on an account basis under my reseller plan instead of making a change to the entire plan. In the past I've been able to do this with every other reseller account I've had...

I assumed this could be considered "Overselling" and notice this incurred an additional fee each month. As you'll see from the ticket, the initial response was to the effect that said feature was not supported - period!

When I brought it to the techs attention, he did not accept the mistake rather just repeat what I'd said, copy and paste what was on your homepage and then go on to suggest I create another plan just for the user in question...

Aaron I'm concerned that your outsourced support isn't really working in terms of customer satisfaction and if I'm honest, I'm not too happy that I'm not able to make this adjustment without having to pay $15/month... I don't want to "Oversell", I just want to adjust certain accounts!

[beeconnected]

Aaron,

Can you please look into this further because this is a feature I've seen on countless other providers with no effect on the resellers storage or bandwidth... If need be, contact me and I'll provide you with log in details!

Scott

[beeconnected]

Aaron, You'll see in the screenshot the mouse over on of the domains and my attempt to change the quota...

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