I've had a server at thePlanet for over 3 years now and overall I would say I'm very pleased. Prices are competitive, rarely any technical problems on their end, and they are large enough to offer support in diverse areas. However, over the past 2 years seems like there is a steady decline in customer service. Hold times are longer and sometimes after a long hold you don't even get through. The response time to online submitted tickets is also longer and I've seen them take 2-3 days to even make an initial response. So the first problem I've seen is responsiveness by either phone or online ticket, but the major problem is the level or support you receive when they finally get to it. They often don't read through all the information well and they will just tackle a small easy piece of the ticket, not getting to the core issue and then respond "anything else we can help you with?". Very frustrating along with sometimes 5-10 different techs will work the same ticket, which in my mind is OK for Level 2-3 support in a large organization, but at least review everything in the ticket first before working yourself. Too much repeat and missed information.
I don't expect miracles or above and beyond, but we pay plenty good money to at least have techs understand the foundation basics of hosting support.
I don't expect miracles or above and beyond, but we pay plenty good money to at least have techs understand the foundation basics of hosting support.
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