I am also in the support business as ipowerweb’s support team is. I have created 8 cases for IPowerWeb, called them at 1-888-511-HOST for support for three times (via non-toll free international distance call) and I even complained directly to their QA manager via telephone for about 15 minutes. Now the simplest thing to point wangjianshuo.com to the hsot they gave me is still pending. I have checked with the QA manager to see if I can publish the support cases to the website so you have an idea of how frustrated customer feels. It is a great experience for me to learn the support business from the customer’s perspective instead of from the support center.
Wangjianshuo.com has been down for one week and it is pending on IPowerWeb’s support people to find out the problem – the simplest problem. They asked me to wait for 24 hours for the domain name to be alive, while I am very sure that it will not work no matter how long I waited – they just didn’t put it into their DNS server yet. Now it is in their DNS but point to the wrong IP address. Well. It takes another 24 hour to get a response. I have already paid for more than 100 RMB international long distance phone call fee for contacting them and paid much more money to hear the waiting music – average of 8 minutes. It proves a dissatisified customer will tell more than 20 persons about the experience. I hope I can post the emails between me and IPowerWeb soon after I get their confirmation.