XeSupport - Nightmare

HostingAbove

HostingAbove

New member
Hi Tanner,

Please note that our management team does not work 24/7. Your account is not eligible for a refund not only because our TOS strictly states that we do not offer refunds but because your helpdesk is staffed sufficiently. I apologize that we have yet to permanently resolve the mail delivery issue on your server - it seems that every time we do resolve it a few days later it starts happening again. This issue can easily be confirmed by checking your mail logs. I'd imagine that many of your clients experience the same issue. Obviously if we are not receiving notifications of new tickets, we cannot guarantee normal response times.

Thanks,
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Seriously, I'm not sure how some management run a business, but XeSupport is the worst server management company I have ever dealt with.

- I have contacted them for two months now about how they are not responding to clients, nor us within or under the hour. The website clearly states guaranteed 25 minute response time. They keep claiming that they're support team is not getting our ticket notifications but all our managers, support administrators, and representatives are getting them absolutely fine.

Anyways, I have requested a refund, as it should be given for all the troubles they have caused. We have literally spinning our tires with the company, and it's getting frustrating.

anyways, options? especially that reply was quiet shocking that they aren't 24/7.
 
From their home page:
XeSupport offers a wide-variety of packages that allow you to offer professional 24/7 support to your clients at a very affordable rate!
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Their TOS clearly states that they offer NO refunds, however it seems they are in violation of their own terms.
 
See, here's the thing that makes me aggravated.

I submitted a ticket into the team at 07/05/2011 23:55, they then respond at 07/06/2011 06:49.
 
How can you expect them to answer your clients within 25 mins, if they can't answer you within that time frame? Personally, I don't mind waiting a bit for a reply, but if they advertise 25 min response time guaranteed, then I would expect 25 min response times for me and my clients, as well. And not some canned responses either...

I'm not a big fan of outsourcing companies.. I would rather handle all of the work load myself until it is a complete must to depend on someone else. And, I would rather hire an individual that I know for sure is qualified to do the job, than hire a whole company. I wish you the best of luck and I hope you can resolve this matter soon.
 
HostLeet said:
How can you expect them to answer your clients within 25 mins, if they can't answer you within that time frame? Personally, I don't mind waiting a bit for a reply, but if they advertise 25 min response time guaranteed, then I would expect 25 min response times for me and my clients, as well. And not some canned responses either...

I'm not a big fan of outsourcing companies.. I would rather handle all of the work load myself until it is a complete must to depend on someone else. And, I would rather hire an individual that I know for sure is qualified to do the job, than hire a whole company. I wish you the best of luck and I hope you can resolve this matter soon.
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Hello, I don't like to feel that I'm to picky but they are giving our giving our company an image.

- We are working with the management, and hopefully resolve things quickly.
 
I won't even read, I have had full on experience with these fools, Sean is silly too.

I worked for a rather big company not so long ago, one of the all famous unlimited ones, I was generally the manager and nearly the Vice president until I left.

But yes, they used seeksadmin at first, which was a crock of **** then they got these fools in, and seriously, their business was being crushed because of it, they hire indians and say they are American, they don't reply to tickets fast, and when they do, it is just something to fob them off, they don't care about your business or your clients, they just want to get paid!!!

And I have experienced it all, even trying to tell Sean to look, he was still in-denial saying there was nothing wrong.

I would not touch them if my life depended on it, simply no good, they cannot handle big companies anyway, thats 100% for sure!

They need to hire real English talking people and tell the truth and start helping clients rather than send them in circles for weeks until they call the manager and scream and cancel!
 
A perfect example of why its generally not a good idea to outsource your support. Have you considered maybe handling support your-self? What was your reasoning behind outsourcing your support in the first place?
 
F-G-G.com said:
A perfect example of why its generally not a good idea to outsource your support. Have you considered maybe handling support your-self? What was your reasoning behind outsourcing your support in the first place?
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Hello,

these guys are only hired to deal with level 1 and level 2 inquiries. Also, I must admit, after posting this thread they've been 100% better.

At the moment no complaints.

Thanks Guys.
 
Tanner had an issue with response times on his account (though still within our 25-minute average response time SLA) where some tickets were taking longer than usual to get responded to. It turns out this was because notifications from his helpdesk were getting rejected by our mailservers due to poor IP reputations. This issue has since been resolved and, as per Tanner's last reply to this thread, he has no further complaints
 
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