iPowerWeb - Disclosure Policy

This is a series of article on the customer support I got from iPowerWeb during my migration of data from my old host provider to iPowerWeb. I am somewhat satisified with the online support service I got from the support team. Due to the fact that I was also in the PSS (product support services) or response center (something like call center) business, it provided very good chance for me to analysis the support I got. It brings a much clearer way for me since it provides me a view purely from the customer’s perspective. Note: the message is ordered so the latest comment goes first.

Since I have to disclose the email communication between me (as a customer) and the support professional, I sent a query to support@ipowerweb.com to get confirmation that I CAN disclose the content. The result of positive. Here is the case. The comment in light orange box is my comment.

Response (Chatura G.) 04/09/2004 04:38 PM

Dear Client

Thank you for contacting iPowerweb technical support.

Oue terms of conditions does not permit use of emails, etc. that was used to communicate with IPowerWeb to be published online. Please refer to the terms of conditions on our site for more information.

Please feel free to visit our knowledge database at: http://helpcenter.ipowerweb.com for step by step instructions on working with your iPowerweb hosting account. Should you require additional assistance please do not hesitate to contact us directly at support@ipowerweb.com

Kind regards

iPowerweb Technical Support Team

Response (Victor A.) 04/08/2004 07:15 PM

Dear Client

Thank you for contacting iPowerweb technical support.

We have checked your issue and we think that this issue can be best handled by our Support Tire2 ,So we are forwarding this issue to our Support Tire2.And you will get reply shortly.

Please feel free to visit our knowledge database at: http://helpcenter.ipowerweb.com for step by step instructions on working with your iPowerweb hosting account. Should you require additional assistance please do not hesitate to contact us directly at support@ipowerweb.com

Kind regards

iPowerweb Technical Support Team

Another 24 hours passed. The result is, they finally find out a system administrator is not suitable to answer this simple question. A tier 2 support professional is better. :-D

But, Hey, now, 72 hours have passed and what will the customer think of the service? They cannot expect a Very Satisfied customer after the simple question pending there for 72 hours.

Customer (Jian Shuo Wang) 04/07/2004 06:11 PM

Any update on this?

Thisis uncool for me. There is no response in the next 48 hours. What is the result? What are the support professionals doing? The case was left alone there for 48 hours without any touch. Although I can understand - after working in a support center - that the huge number of cases may delay the response, but from the customer’s perspective, I started to wonder whether all the engineers are sleeping at work.

Response (Ulises A.) 04/05/2004 06:58 PM

Dear Client

Thank you for contacting iPowerweb technical support.

We have checked your issue and we think that this issue can be best handled by our system admin ,So we are forwarding this issue to our system admin.And you will get reply shortly.

Please feel free to visit our knowledge database at: http://helpcenter.ipowerweb.com for step by step instructions on working with your iPowerweb hosting account. Should you require additional assistance please do not hesitate to contact us directly at support@ipowerweb.com

Kind regards

iPowerweb Technical Support Team

This is very good for me that I got the initial response 38 minutes after I sent the support incident. This is a very important factor in customer satisfaction. The sooner, the better. Although they didn’t provide an answer, at least the customer know the incident is received and taken care of.

Customer (Jian Shuo Wang) 04/05/2004 06:20 PM

Is there any policy that preventing me from publishing the email

conversation between me and iPowerWeb support team? I am interested to share

the support email I got.

Regards

Jian Shuo Wang