Webair support threads are hilarious. They've bought about as many sigs here as they have disgruntled ex-customers from here just to keep things even.
Here's the problem I had with their support.....I'm not calling names or bashing or anything, this is straight up constructive criticism and if they pay attention it could go a long way towards making their customers happy.
If I had a problem and turned in a ticket, it would take a minimum of 24 hours for someone to look at the ticket. Seriously.
So for anything more important than adding a new domain or email address I couldn't use the ticket system, I had to call.
So I would call, and to their credit someone would always answer....I would explain the problem and that person would tell me they were on it, and then hang up.
An hour or two would go by and the problem wasn't fixed. So I called back, asked for the tech I spoke with earlier, but that tech wasn't there anymore....so I had to explain everything all over again to a new tech who told me he was on it....and hung up....and the process repeated itself all over again.
A ticket system is preferable, because you can keep track of things...what time it was submitted, who worked on it, what they did, when did it get handed off to someone else....etc.....but if you don't answer tickets in a timely fashion, then that system is useless and customers are forced to call.
Then your techs spend all their time on the phone and not answering tickets, and the problem perpetuates itself, and since there's no system to keep track of what was done via phone support, you end up with alot of problems not being fixed and alot of pissed off customers on the boards bitching about Webair.
My advice would be to ditch the phone support altogether and just stick with a priority ticket system. Some of the best tech support I've ever had was from hosts who didn't offer phone support.
If you insist on keeping the phone support then at least require the techs to create a ticket for every phone call and document what was done and not done so shit doesn't slip through the cracks.
That's why I left Webair a long time ago....getting support was too much of a headache.
