How are we doing? - Page 2 - Dotable

agramus · 22nd October 2008, 08:26 AM

Quote:

In all fairness, there's a post about this in the announcement forum.

Sure, two hours ago with no progress report until now.

Dotable Nick · 22nd October 2008, 10:58 PM

Quote:

Originally Posted by agramus

Sure, two hours ago with no progress report until now.

Hopefully your satisified with our course of action in adding a new script which will allow us to monitor PHP + MySQL (and PostgreSQL) directly. That's where the issue came was simply we couldn't monitor PHP itself, only HTTP. Now we can, so this won't happen again.

Fourbit · 24th October 2008, 04:09 AM

I would like to make a further statement as "How are we doing?". I stated on the 17th that "time will tell". And, yes it has. Already!

During the last few days I have put these guys through their paces. I have moved one account to the new UK server 'One', moved another account to the new server in Houston 'Paradisecity', ordered up another account installed on the UK server and acquired 2 SSL certificates.

This has required a lot of manual work on behalf of this crew since they are still changing over a lot of things. And, they have had to deal with an Old Codger in Montana (me) who is not the easiest to deal with.

Having prefaced my next remarks sufficiently, here goes.

The Dotable team (Nick, Billy, et al) has come through with flying colors. Quite admirable. Well done!

They have responded to problems with professionalism and are coming around to our way of communicating problems. They are learning that we love to be informed. Improvement seems to be part of their vocabulary.

To their possible chagrin, I will be staying here. Hopefully, for many more years.

Thanks,

jimbob · 25th October 2008, 12:08 PM

How about fully managed Windows dedicated servers?

Dotable Nick · 25th October 2008, 12:10 PM

Quote:

Originally Posted by jimbob

How about fully managed Windows dedicated servers?

What control panel? Fully managed dedicateds are all but ready already actually. I'm just waiting on the redesign to actually put the info up.

SniffTheGlove · 25th February 2009, 04:43 AM

Quote:

Originally Posted by Ditlev

Guys - as mentioned here, UK2Group bought Dotable a little more than 2 weeks ago.

We've had a few changes since then, new servers, atmail, the usd conversion, Billy replacing Steve, Nick joining the team etc etc.

I'd like to get your feedback on how we are doing so far - are you guys happy? Did you see any change of service after we took over? What would you like us to change? Any services/products you would like us to add?

Let us know - please give us your feedback!

Ditlev

To be honest, you (UK2) let people down, you keep tickets open for weeks (see the complain threads in many of your forums), you lie to people saying that after the early cockups you will keep customers informed which you have not done for example the rollout Ver 2 of Mail Filtering today where new forms of Subject tagging has taken place with out us knowing, We were promised a front end to configure Mail Filtering but months later still nothing, you still want us to send you individual emails to support that fall foul of the mail filtering system so you can make changes but this is ridiculous, It took weeks for you to change the status pages, You double billed me last month, and POOR old Billy seems to be the only person doing the work, all the other supposedly dedicated support people must all be out back in the car park smoking weed as they never appear here in the forums (as they was promised) and never seem to help out.

Too many problems, and all this in a few months so what would the rest of the year hold for me Ditlev? Would you like to answer? and put my mind at rest.

Marc Bollinger · 25th February 2009, 05:23 AM

Quote:

Originally Posted by SniffTheGlove

To be honest, you (UK2) let people down, you keep tickets open for weeks (see the complain threads in many of your forums), you lie to people saying that after the early cockups you will keep customers informed which you have not done for example the rollout Ver 2 of Mail Filtering today where new forms of Subject tagging has taken place with out us knowing, We were promised a front end to configure Mail Filtering but months later still nothing, you still want us to send you individual emails to support that fall foul of the mail filtering system so you can make changes but this is ridiculous, It took weeks for you to change the status pages, You double billed me last month, and POOR old Billy seems to be the only person doing the work, all the other supposedly dedicated support people must all be out back in the car park smoking weed as they never appear here in the forums (as they was promised) and never seem to help out.

Too many problems, and all this in a few months so what would the rest of the year hold for me Ditlev? Would you like to answer? and put my mind at rest.

SniffTheGlove,

Can you shoot me your client ID or primary domain name please? I just rolled through the ticket queues and see that all have been responded to within 3 hours. I'll ask the Chicago team to remain active in the forums, but if any critical issues arise, it's much easier for us to support through the ticket system.

I agree that the rollout of V2 of Mail Filtering should NOT have happened without proper notification taking place.

I'm personally going to look into what has been going on here and get you some answers.

Marc

SniffTheGlove · 25th February 2009, 06:21 PM

Quote:

Originally Posted by Marc Bollinger

I just rolled through the ticket queues and see that all have been responded to within 3 hours.

I don't personally have any outstanding at the moment, I was generally referring to the outstanding tickets that many of your customers have been posting about within these forums these last few weeks, that is why I posted

Quote:

(see the complain threads in many of your forums)

Quote:

Originally Posted by Marc Bollinger

I'll ask the Chicago team to remain active in the forums, but if any critical issues arise, it's much easier for us to support through the ticket system.

I agree with support issues being handle via the ticketing system but the majority of complaint threads in these forums are because people have raised tickets and they have not been responded in a timely way. You have to remember that Dotable ran a certain way and people were happy, since UK2 took over that certain way is no longer happening but the main problem is the lack of communications to customers. I am sure most dotable customers would appreciate being kept in the loop on what is happening with their hosting company, for many their businesses and livelihoods rest on these servers, so when changes happen unexpectedly this makes problems for us and our customers.

All I am asking is to be kept in the loop in a timely manner as it only takes 5 minuets to write a posting into the announcement forums, where as if you make these unexpected changes with out us knowing you end up with a large increase of support tickets which I am sure would cost you more in time and money to reply and close.

It makes business sense does it not?

Quote:

Originally Posted by Marc Bollinger

I agree that the rollout of V2 of Mail Filtering should NOT have happened without proper notification taking place.

So my guess at the rollout of V2 of Mail Filtering was correct. Is there going to a notification now to inform us?

Quote:

Originally Posted by Marc Bollinger

I'm personally going to look into what has been going on here and get you some answers.
Marc

Just keep us informed when you do changes to the hosting platforms etc, that is all I ask for and I am sure that is what most of your customer would ask for.

ozspeed · 25th February 2009, 08:15 PM

As a client since early 2005,

i have to say i am now actively shopping around for a new provider.

i have been waiting now for 3 weeks for a support ticket to be answered, there was a time not that long ago that any ticket was answered quickly regardless of the time time day.

now you have to log a ticket post in the forum and wait and wait and wait and wait.

Marc Bollinger · 25th February 2009, 11:33 PM

Quote:

Originally Posted by ozspeed

As a client since early 2005,

i have to say i am now actively shopping around for a new provider.

i have been waiting now for 3 weeks for a support ticket to be answered, there was a time not that long ago that any ticket was answered quickly regardless of the time time day.

now you have to log a ticket post in the forum and wait and wait and wait and wait.

ozspeed:

May I have that ticket number please? I don't see any outstanding issues at the moment, so I definitely want to investigate this.

Marc

24th October 2008, 04:09 AM	#13 (permalink)
Fourbit Senior Member Join Date: Aug 2006 Posts: 167	I would like to make a further statement as "How are we doing?". I stated on the 17th that "time will tell". And, yes it has. Already! During the last few days I have put these guys through their paces. I have moved one account to the new UK server 'One', moved another account to the new server in Houston 'Paradisecity', ordered up another account installed on the UK server and acquired 2 SSL certificates. This has required a lot of manual work on behalf of this crew since they are still changing over a lot of things. And, they have had to deal with an Old Codger in Montana (me) who is not the easiest to deal with. Having prefaced my next remarks sufficiently, here goes. The Dotable team (Nick, Billy, et al) has come through with flying colors. Quite admirable. Well done! They have responded to problems with professionalism and are coming around to our way of communicating problems. They are learning that we love to be informed. Improvement seems to be part of their vocabulary. To their possible chagrin, I will be staying here. Hopefully, for many more years. Thanks, __________________ Paul Give Real Cards to customers and friends! "BEEEE the space BETWEEN the DROPS!"

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25th October 2008, 12:08 PM	#14 (permalink)
jimbob Chief halfwit Join Date: Jul 2006 Location: In a van down by the river Posts: 57	How about fully managed Windows dedicated servers?

25th February 2009, 08:15 PM	#19 (permalink)
ozspeed Member Join Date: Jul 2005 Posts: 37	As a client since early 2005, i have to say i am now actively shopping around for a new provider. i have been waiting now for 3 weeks for a support ticket to be answered, there was a time not that long ago that any ticket was answered quickly regardless of the time time day. now you have to log a ticket post in the forum and wait and wait and wait and wait.