[packfan77]

Spry used to have great support, but the last few tickets I have had to open have been miserable experiences where the technician doesn't read the ticket and asks questions I already answered or things that are irrelevant.

Example.

When I tell you that IMAP service won't start and when I tried to restart it manually I get a message that couriertcpd will not start and authdaemond is not running... asking me for e-mail passwords will not solve the problem. And when I tell you in the SAME message all the steps I tried, including trying to reboot through whm and virtuosso, don't ask me if I tried rebooting the server.

Failing to READ the ticket a user creates and asking redundant or irrelevant questions does nothing to solve problems and only makes an issue last longer than it should. Your support used to be top notch by professionals... now, not so much.

As a LONG time Spry customer I have become increasingly frustrated over the past year but stuck around anyway hoping for the old Spry to return. Is it going to come back, or am I wasting my time?

[DanL@Spry]

In reviewing your ticket with our support department, I can say that our initial reply was sent by a senior member of our support staff (whom you have doubtless corresponded with on multiple occasions) - while the initial request for authentication details may have seemed irrelevant at the time (and our staff could have spent time explaining the troubleshooting process) I can assure you that your inquiries were read and our support staff were working with the intention of being thorough and avoiding any unnecessary changes to your system.

I can see where it would have helped to explicitly acknowledge the items of information which you presented and I will forward your post along to our support staff for review.

It appears as though you did receive thorough troubleshooting assistance with the issue (which turned out to be moderately complex) and a resolution was reached, so I would hope that we have ultimately lived up to your reasonable expectation of thorough and accurate assistance.

[packfan77]

I appreciate your review of the ticket, but Dan the original request for authentication information was irrelevant, and the follow-up question "have you rebooted" had already been answered. Clearly the "senior member" of the support staff was too busy to read my original message.

And while I am satisfied that the issue was finally resolved... I was very disheartened that I was told that the software/server I was on was old and needed an upgrade... which was likely the cause for the problem. The tech then suggested that I upgrade and move to another Spry product that was more up to date because you have no way to migrate the account away from such an outdated hosting plan.

I'm paying for a VPS package every month that you guys have basically left to moth balls and told that I need to go through the hassle and time to upgrade to another one of your products if I want it to work up to its potential.

There are so many customer service / business issues with that philosophy that I don't even know where to begin.

[DanL@Spry]

Originally Posted by packfan77

I appreciate your review of the ticket, but Dan the original request for authentication information was irrelevant, and the follow-up question "have you rebooted" had already been answered. Clearly the "senior member" of the support staff was too busy to read my original message.

To clarify: the first reply you received was from Lyle and subsequent replies were fielded by technicians who were on shift.

We typically ask for authentication details in the first e-mail because - regardless of how the issue develops - we will want to test an account to confirm that authentication is working and e-mails can be sent/received.

You were asked whether you rebooted after you provided new information regarding your webserver.

Originally Posted by packfan77

The tech then suggested that I upgrade and move to another Spry product that was more up to date because you have no way to migrate the account away from such an outdated hosting plan.

I'm paying for a VPS package every month that you guys have basically left to moth balls and told that I need to go through the hassle and time to upgrade to another one of your products if I want it to work up to its potential.

There are so many customer service / business issues with that philosophy that I don't even know where to begin.

I can certainly appreciate your position on this matter - the decision to offer less comprehensive support with our newer plans reflects our goal of providing high-quality service at a lower price.

It is in our interest to encourage migration to newer plans (which include newer hardware and an updated virtualization platform) and it is in your interest to make use of a newer plan to get a lower monthly rate and access to the most recent operating system templates (which are exclusively offered on the virtualization platform our newer plans make use of).