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 firstname.lastname@example.org to get confirmation that I CAN disclose the content. The result was negative. Their legal department didn’t allow me to disclose the communication between the support professional and I on my site. I respect their decision and won’t publish the emails I received. I have already prepared an article before I check with their legal department. So I removed anything I got from iPowerWeb and only leave the rest.
Content removed) 04/09/2004 04:38 PM
Content removed) 04/08/2004 07:15 PM
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?
This is 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.
Content removed) 04/05/2004 06:58 PM
Thank you for contacting iPowerweb technical support.
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.
Jian Shuo Wang
Actually, there is no result in the next 48 hours….