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Email Comments, Questions and Miscellaneous Share your opinion of the email service you're using. Post general email questions and discussions that don't fit elsewhere. |
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12 Oct 2017, 02:56 AM | #541 |
Junior Member
Join Date: Oct 2017
Posts: 1
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better to avoid their email service too unless you don't care much about your email..
just had my account cancelled few days ago without warning for opening two support tickets, yeah, on my business email...
https://imgur.com/a/sk6TW Guess that's what I deserve for trusting some random dude online with my email.... |
21 Oct 2017, 06:39 AM | #542 |
The "e" in e-mail
Join Date: Feb 2002
Posts: 2,937
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21 Oct 2017, 07:50 PM | #543 |
The "e" in e-mail
Join Date: Apr 2011
Location: Manchester UK
Posts: 2,616
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This was posted by @MXroute on Twitter a few hours ago:
Over 50% of our support tickets have been resolved in the last 4 hours. We are on our way to resolving the wait times, finally This seems to be indicating ongoing issues with responding to tickets in a timely manner. In the scenario where support is running to it's optimum, tickets should be responded to quickly. If there are issues with support, responses may take longer. That, of course, is no consolation to someone relying on their e-mail account for business, to experience problems and wanting swift resolution. Whether or not you like Jarland's method of operation - two strikes and you're out - that method of operation is there, and you either accept it and work with it or move on. |
21 Oct 2017, 10:42 PM | #544 |
The "e" in e-mail
Join Date: Feb 2006
Location: EU
Posts: 4,945
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Which would be fine, except that you discover this method of operation only after the event.
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21 Oct 2017, 11:02 PM | #545 | |
The "e" in e-mail
Join Date: Apr 2011
Location: Manchester UK
Posts: 2,616
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Quote:
Granted, a lot of people don't and may not be aware of that. I don't know if MXroute mention the two strikes in support tickets as I have not used their support recently. |
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21 Oct 2017, 11:35 PM | #546 |
The "e" in e-mail
Join Date: Feb 2002
Posts: 2,937
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Why would this even be a policy? It seems very authoritarian. "If you have problems, you're gone."
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21 Oct 2017, 11:45 PM | #547 |
The "e" in e-mail
Join Date: Apr 2011
Location: Manchester UK
Posts: 2,616
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22 Oct 2017, 12:06 AM | #548 |
The "e" in e-mail
Join Date: Feb 2002
Posts: 2,937
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Right.. and they'll gladly accept your donation through their affiliate code on the BUY NOW button at the end of the review.
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8 Nov 2017, 04:22 AM | #549 | |
Essential Contributor
Join Date: Apr 2014
Posts: 399
Representative of:
MXRoute.com |
Quote:
https://www.reddit.com/r/webhosting/...utecom_abrupt/ There's a lot more to it than just "opened two tickets and got terminated." So very many notifications were up all over the place, including the auto-reply while opening a ticket, warning people of long wait times. Emergencies such as service outages don't need ticket replies, they need fixes, and that's why in the absence of quick response time I rely heavily on announcements, auto-replies, twitter, and a status page. All of the ways that I can utilize to communicate in mass, so that actual platform issues do not require answering individual tickets during the moment of an issue but can be answered later after having first resolved it. If it's not listed anywhere as soon as we are able to get in front of it and determine whether it's a platform issue, then it's not a platform issue. User error is important as well, but under platform issues in priority. I don't ask that everyone agree with how I do business, but make no mistake, I've gone out of my way to keep customers in the loop and to outline what I expect from my customers along the way. Can I do better? Of course, that will always be true in every situation. Last edited by jarland : 8 Nov 2017 at 04:28 AM. |
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25 Nov 2017, 08:53 PM | #550 | |
The "e" in e-mail
Join Date: Apr 2011
Location: Manchester UK
Posts: 2,616
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Quote:
Today, they tweeted: If you've opened a ticket recently please know that we are working hard to prioritize by issue severity. A lot of tickets with no fast way through them all. Either they are still having problems with their support, or they've been inundated with new Black Friday customers, which is straining their resources? |
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16 Mar 2018, 02:19 PM | #551 |
The "e" in e-mail
Join Date: Apr 2011
Location: Manchester UK
Posts: 2,616
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The State of MXroute Customer Support
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18 Mar 2018, 12:38 AM | #552 | |
Essential Contributor
Join Date: Aug 2012
Posts: 236
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Quote:
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23 Apr 2018, 03:00 AM | #553 |
The "e" in e-mail
Join Date: Apr 2011
Location: Manchester UK
Posts: 2,616
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Admitting failure and moving forward
From the MXroute blog:
https://blog.mxroute.com/2018/04/adm...moving-forward I follow @MXroute on Twitter, and have noted not only problems with support but also network issues/DDOS attacks. And wondering if anyone here on the forum using MXroute regularly has any opinions to share? |
23 Apr 2018, 03:41 AM | #554 |
Master of the @
Join Date: Feb 2017
Location: USA
Posts: 1,751
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Personally, I would not recommend MXroute to anyone based on my own brief use of their service that ended when the company cancelled my account after a couple of customer service issues. The owner hurled personal insults along with the issue, and blamed me the customer for not understanding how email works. The issue had to do with forwarding emails, which does work reliably with other services and has for years despite MXroute's statements to the contrary. In any case, their entire attitude towards customers appears to be that they are a huge bother and should just send money and take whatever level of service they receive. That is not a successful business model.
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23 Apr 2018, 03:47 AM | #555 | ||
The "e" in e-mail
Join Date: Feb 2006
Location: EU
Posts: 4,945
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