PowerVPS Tech Support review

[adloc]

I am writing about recent tech support I received from Rob Yates at PowerVPS. Since signing up with a VPS from your company I have been impressed with your support, but Rob's work is above and beyond anything I expected. :)

Rob worked patiently with me through a problem that was caused by an error on my part and I wanted to write and tell you what great support he provided. Throughout the process he was helpful, professional & never made me feel stupid.

I am very happy with PowerVPS & recommend it to others! The support is top notch & very fast!

This is my first VSP and they have made the transition & learning process very easy.

I considered a few other companies before choosing PowerVPS & selected them because of others positive reviews of their tech support. If you require support you will not be disappointed!

[Jad]

Agreed, actually they should change their slogan to "Customer Happiness First", or Customer Happiness assured", their support team is really impressing me
they are great
keep up the good work
PowerVPS first

[liam]

Although I've had trouble in the past (already spoken with Rob/Charles/Tom) about, I'm really happy with the current level of support...

I think the weak point at present is outages, inaccessability... we've had about 24 hours downtime, and then a few hours inaccessability all in the last 45 days or so.

[hassan]

i can't say about pvps GREAT SUPPORT.but my speicla thanks too Ben,Manu,Fahim,Tomas
really thanks guys for your great support.we are now running smooth its all because of your support.
keep it up.
Hassan

[SlAiD]

Rob is the man for the job!
And Charles too (when he have time to check sales or support ciekts :D)

But Veena (I dont see Veena a few weaks on support), Nick, Manu and Ben are... wow, no comments!

But I have only one negative point:
If you require support you will not be disappointed!

Not really.

For security issues, PVPS dont help mutch. If we simulate attachs to VPSs to test our security, and if we detect any problem, in my case, PVPS cant help.

More information: http://forums.deftechgroup.com/showthread.php?p=12143

But with Linux, cPanel, SSH, Apache, and mutch more, they are the best.


SL

[elix]

But Veena (I dont see Veena a few weaks on support), Nick, Manu and Ben are... wow, no comments!

FYI - Veena moved to a competing VPS provider, AFAIK. ;-)


For security issues, PVPS dont help mutch. If we simulate attachs to VPSs to test our security, and if we detect any problem, in my case, PVPS cant help.

More information: http://forums.deftechgroup.com/showthread.php?p=12143

But with Linux, cPanel, SSH, Apache, and mutch more, they are the best.
Actually...take a look at this post: http://forums.deftechgroup.com/showthread.php?p=12226#post12226

[Fred]

my man is david P. :)

He helped so much when i add to move my vps to a new vps ( not a copy... i mean a real move of the data from one server to another... )
Others suggested me to backup everything in my comp. and then, copy them back to the new vps... but that was just impossible and too tricky...

Finally, David P. suggested me to offer me a new vps while the other one is still online. I had a temporary IP to set the new vps as i wanted... I worked hard many nights and i did set everything correctly. david then worked like crazy to change the ip from one vps to the other. Normally, it's pretty easy for them to do that, but the process blocked somewhere... he worked very well and was always keeping me updated.

I asked before they clean my old vps to have a copy of the old vps on my new vps. They sent the tar.gz on the server... and they provided temporary disk space to let me untar it on my new vps...

well... if by any chance rob, charles, etc. wants to read the thread about this move/ip swap/backup stuff. I would like you to give david a raise ...
#DGK-67762-375
#HNZ-53355-369
#JKM-31826-311 ( main thread... about 60 replies!! )

David, if you read this... I love you hahaha!! Nah, i just like you :)

[liam]

Mine was Veena :(.... she made my day when I had trouble, I really can't pick anyone else out although they're good there isn't any particular tech at the mo which had gone beyond the call of duty :)

[elix]

Robert is probably the best tech here, IMHO. He's just always very friendly and willing to do whatever he can to resolve problems. :)

[rentasite]

All the staff from the Support Dpt, is helpful. But...

Manu and Fahim have helped me alot. Expecially Fahim. 10/10 mate!! :D


Can't say the same thing for the Sales Dpt. Sometimes i need to open a ticket to Support... telling them to wake up the Sales Dpt. :rolleyes:

[SlAiD]

Can't say the same thing for the Sales Dpt. Sometimes i need to open a ticket to Support... telling them to wake up the Sales Dpt. :rolleyes:

This hapening with me only one time. But I see here (on this forum) complains about it.

Maybe they need someone from support to anwser sales tickets. 50% of that tickets can probably anwsered by support...


SL

[liam]

I agree the sales team need work...
It would also be nice to see the PowerXMS packages actually on the website, and dedicated server packages, etc... there needs to be some more development here.

Finally, the defender hosting website needs to be completed!... its gone on way to long now!

[Robert]

Sales = Rob, Tom, Charles. lol

Would you rather see priority on sales or support? ;)

I don't mind sitting around all day doing sales work, but when you're server is down... don't expect to call sales and have me fix it. lol

[liam]

I understand your point =]... but you guys do need to improve the general response time on sales tickets, don't you agree?

I personally can accept that support comes first on our helpdesks, however we still check and aim to respond to sales tickets within 24 hours.

Maybe you need someone who just handles sales?... like isn't there someone who just handles billing because it always seems to be the same guy (can't think of their name off the top of my head)

[rentasite]

Would you rather see priority on sales or support? ;)

Support of course :) But 3-4 days with an opened ticket.. is far too much. Dont u wanna sell anymore ? :D

[liam]

I'm with you there rentasite ;)

[SlAiD]

Maybe you need someone who just handles sales?... like isn't there someone who just handles billing because it always seems to be the same guy (can't think of their name off the top of my head)

Support can handle "some" sales tickets.
Example:
- How many mbps of connections my VPS will have? (btw, I dont know that :D)
- Do you offer discounts for many VPS at the same client?
- Do you offer dedicated servers?

We have 3 questions that staff can anwser, right?

So, Rob just need to give acess to some staff members (with more experience, or someting).

- - -


Sales = Rob, Tom, Charles. lol

Would you rather see priority on sales or support? ;)

I don't mind sitting around all day doing sales work, but when you're server is down... don't expect to call sales and have me fix it. lol

Print invoices in the company that I work is very boring.
Locking for tickets all day probably is the same. :P
God bless you (and me). :D


SL

[charles]

We do let some support staff answer sales tickets, but they dont need the distractions, trust me.

I tell you what. We'll hire a full time sales guy and shut your VPS server down for one day a week to save money on power to cover the expense. Sound good?

;)

[Zaf]

Hey even I can answer your example questions:

Support can handle "some" sales tickets.
Example:
- How many mbps of connections my VPS will have? (btw, I dont know that :D)
- Do you offer discounts for many VPS at the same client?
- Do you offer dedicated servers?

We have 3 questions that staff can anwser, right?


1. 5 Mbps
2. No.
3. PowerVPS does not. Defender does (I believe).

Hey Rob/charles....do correct me if i went wrong in the above, and if i were wrong on the second one...be prepared as I'm gonna shoot a ticket if you said yes for that ;-)

[SlAiD]

Sales = Rob, Tom, Charles. lol


And Mike?


- - -

We do let some support staff answer sales tickets, but they dont need the distractions, trust me.

I tell you what. We'll hire a full time sales guy and shut your VPS server down for one day a week to save money on power to cover the expense. Sound good?

;)

Er... maybe is better a litle delay on sales tickets. :P


Btw, its better a women on sales. "Trust me". ;)


SL

[rentasite]

Hey! If a visitor opens a ticket for the Sales Dpt, doing some presale questions, are you going to leave him... 2-3 days waiting?

I dont think, you will want to let bucks run away :) Am i wrong?

[liam]

Thanks for the sarcasm Charles...

Remember at the end of the day we're only trying to give feedback, so you shouldn't really be making jokes saying your company is broke... you should be using your existing resources to 'decrease' the time it takes for sales to reply to tickets.

:cool:

[rentasite]

Hey even I can answer your example questions:



1. 5 Mbps
2. No.
3. PowerVPS does not. Defender does (I believe).

Hey Rob/charles....do correct me if i went wrong in the above, and if i were wrong on the second one...be prepared as I'm gonna shoot a ticket if you said yes for that ;-)

No.2 is YES :D ;)

[liam]

Yes, it's 5% :)

[SlAiD]

Sales = Rob, Tom, Charles. lol


And Mike?


- - -

We do let some support staff answer sales tickets, but they dont need the distractions, trust me.

I tell you what. We'll hire a full time sales guy and shut your VPS server down for one day a week to save money on power to cover the expense. Sound good?

;)

Er... maybe is better a litle delay on sales tickets. :P


Btw, its better a women on sales. "Trust me". ;)


- - -


1. 5 Mbps
2. No.
3. PowerVPS does not. Defender does (I believe).

)

1 - Thanks
2 - You're wrong I think. ;)
3 - And they will NOT recomend and say the defender prices? :D


SL

[liam]

Basically... if sales tickets take to long for any company I usually find another company and get the product I wanted from someone else in the time between them replying.

[Zaf]

they will definitely give you the pricing if you sent a mail regarding dedicated servers.

/me creating a charles ticket (no need of a support or sales ticket...a direct ticket is better ;-) ) to claim the 5%

[ndndixie]

Btw, its better a women on sales. "Trust me". I dunno about that now, I kinda like the guys on it. :D

[Daniel]

Regarding the offering of Dedicated Servers. PowerVPS sells PowerXMS packages, which is basically a dedicated server. If you were to get one of these packages we would build a dedicated server that you would have all to yourself, but the software would be run by Virtuozzo technology. This helps transition you from VPS to a dedicated since we would just have to use the migration via VZ and it would be as painless as when you get migrated to another node (if you have before). If you want more info/pricing put in a ticket. :)

If you don't want to run on VZ technology then you can use Defender for your dedicated server. Again, put in a ticket for pricing. ;)

Let us know if you have anymore questions on that!

[vps-vince]

Support of course :) But 3-4 days with an opened ticket.. is far too much. Dont u wanna sell anymore ? :D

In a word; NO

We do let some support staff answer sales tickets, but they dont need the distractions, trust me.

I tell you what. We'll hire a full time sales guy and shut your VPS server down for one day a week to save money on power to cover the expense. Sound good? ;)

And there is the reason why.

If PowerVPS replies to sales requests any quicker, they'd get too many sales. Hence support will suffer for everyone.

It does beg the question as to why, as is a 'normal' business that is profitable, more sales = ability to pay for more staff. :confused:

Unless of course you just can't get the staff?

- Vince

[charles]

Liam, relax a little. But not to worry, I wont hold your lack of humor against you. Your gonna bitch about our support and service and value and performance and sales anyway, so just be happy were working on them (all) as you yourself have noted here.

Vince, close enough. We wont grow too fast as it will affect our existing customers otherwise. It costs money to buy servers and infractructure to support new customers, so it's nowhere near as simple as more sales means being able to pay for more staff. We are ramping up staff where it is most important, and sales will have it day when the time is right.

charles

[liam]

I enjoy a joke as much as everyone else here... but I wish you'd just pretend to be taking note of our feedback, it annoys me when companies such as yours don't seem to be wanting to please their clients :(

I was just giving you guys my feedback about what I think, and I've gone past the point of moaning about the value of some of your services and got servers from other providers... no big deal. The reason I was annoyed a few months back was because your company is very unflexible - and this angers me :p.. I like companies who want new clients, and who are willing to create custom deals/packages to please people.

Anyway, I've got past that point now... I just get some of my servers elsewhere. Yes, I had real reason to complain about support about 6 months back and I aint going back over that but you said you had numerous compaints about the same problem... It seems to have sorted itself out (if you want to go over this again we'll discuss this in a PM) - I find your techs great now!

As for performance/reliability... I think everyone here has the right to complain and moan, and do whatever they want - you guys should expect this due to lots of problems happening at once recently....

Well looks like its time to leave, its 1.17am here! (GMT) Night everyone... you too Charles ;) - like you all really.

:rolleyes:

[Robert]

Guys...

This topic has gotten WAY off track here.

While we certainly appreciate feedback (and we're listening!)... we *do* have a plan for the company. We have a game plan (and have had one for awhile now, hehe) in terms of what we need in terms of hardware, personnel, infrastructure, etc. We may look like we don't have a clue, but there is indeed a method to our madness.

Growing really fast is something a company does NOT want to see happen. It causes strain on everyone from having to keep up with the influx of new work (new hardware needed, network capabilities, personnel to handle support/infrastructure, etc). I think over the years we have done a semi-decent job of controlling that growth.

Do we want to continue to grow? ABSOLUTELY! Do we have plans to ramp up sales/support/engineering/operations? Most definately! Is it going to happen overnight? I would not put money on it if I were you.

One of the many challenges faced by our management team is how to allocate resources... in terms of growing the infrastructure and regarding personnel. While not everyone may agree with our hiring decisions, that is still a strategic decision made by us. We will continue to grow, and as we do, we'll continue to hire new folks to take on various roles we need to fill.

Again, thank you all for your feedback. Topic closed.