EXAMPLE OF HOW NOT TO RUN SUPPORT FW: [cPanel tickets ID# 11923] Re: cPanel News error

So the hosting company I work for gets a cPanel server (the customers like
cPanel a lot). And I find a bug in their server and send it to them via the
ticket system they install in cpanel.

An hour later I find another problem and I send it in as well.

Below is the resulting traffic between myself and their support guy.

Isaac







> -----Original Message-----

> From: Isaac Golding [mailto:[email protected]]

> Sent: Monday, April 14, 2003 8:03 PM

> To: 'Eric G.'

> Cc: [email protected]

> Subject: RE: [cPanel tickets ID# 11923] Re: cPanel News error

>

>

> Eric said:

>

> > Your support directly with us is limited to one ticket per week.

> > Please fit all your questions into one ticket only.

> > --

>

>

> Eric,

> That's just plain stupid..

>

> So I take my car to the dealer and they tell me your repairs

> are limited to only one visit per week. Please try to bring

> all your problems in at the same time.

>

> Or wait how about:

>

> I break my arm on Monday and go to the hospital.

>

> On Tuesday I get shot in the leg and return to the hopital

> but they turn me away telling me I'm only entitled to one

> problem a week. Please bring all your problems in at the same time.

>

> If you are personally responsible for that wonderfull idea in

> support management you sould seriously consider re-thinking

> it. If your not, please don't take my comments personally

> (I'm sure you heard this

> before) and please pass this e-mail up to your supervisor as

> I will continue to submit cpanel issues as they happen to the

> cpanel ticket system and server related issues to my NOC.

>

> Isaac Golding

> Support Team

> EZOSHosting.com

> ___________________________________________________________________

>

> Happy or upset with our support? Tell us about it.

> Ezoshosting.com is currently undergoing a revamp of our

> support system and we want your feedback.

>

> *We respond to all support questions within 48 Hours (In most

> cases same

> day)

>

>

>

>

>

> > -----Original Message-----

> > From: Eric G. [mailto:11923+dA7WePQCXx-xTHbNtErkyQW7hJ5orcQBKxOck334EZe@public.gmane.org]

> > Sent: Monday, April 14, 2003 7:44 PM

> > To: [email protected]

> > Subject: [cPanel tickets ID# 11923] Re: cPanel News error

> >

> >

> > Your support directly with us is limited to one ticket per week.

> > Please fit all your questions into one ticket only.

> > --

> > Eric Gregory

> > cPanel Support Staff

> > Berwick, PA Office

> > 570-752-4272

> > cPanel, Inc.

> >

> > (570)-443-0999 White Haven, PA Office (SMC, Call First)

> > 9am-7pm (Mon-Fri)

> > 11am-6pm (Sat)

> >

> > (302)-275-3218 Newark, DE Office

> > 10am-6pm (Sun)

> >

> > All Office Hours are EST (GMT-5).

> >

> >

> > ----------------------------------------------------

> > This tickets request has been assigned #11923

> > Please use the address 11923+dA7WePQCXx-xTHbNtErkyQW7hJ5orcQBKxOck334EZe@public.gmane.org

> > for any future correspondance regarding this issue.

> > ----------------------------------------------------

> > You can also review your request at any time by going

> > to the following URL: https://tickets.cpanel.net/review/?id=11923>

> > &secid=dA7WePQCXx

> >

> >

> > ----------------------------------------------------

> > If you wish to close this tickets request at any time, reply to this

> > message with the phrase 'close this request' as the first line of

> > the message body.

> > ----------------------------------------------------

> >

>

>

>