Comments on: How (not) to deal with the slow customer support at UK2net http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm Tue, 29 Nov 2011 03:19:26 +0000 hourly 1 http://wordpress.org/?v=3.3 By: Mark http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-4558 Mark Thu, 11 Feb 2010 21:10:28 +0000 http://pokerbankrollblog.com/?p=1448#comment-4558 Well I finally took the step and changed host from the wankers at UK2net to a dedicated server on eUKhost.com. Man what a difference. eUK have qualified live help and respond to email....They are simply awesome!!!! .-= Mark´s last blog ..<a href="http://pokerbankrollblog.com/littlewoods-poker.htm" rel="nofollow">Littlewoods Poker</a> =-. Well I finally took the step and changed host from the wankers at UK2net to a dedicated server on eUKhost.com.
Man what a difference. eUK have qualified live help and respond to email….They are simply awesome!!!!
.-= Mark´s last blog ..Littlewoods Poker =-.

]]> By: Mark http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-4274 Mark Thu, 14 Jan 2010 19:20:30 +0000 http://pokerbankrollblog.com/?p=1448#comment-4274 Finally after giving the people at UK2net hell for a couple of days they opened up for my SSH access. Those guys really suck! .-= Mark´s last blog ..<a href="http://pokerbankrollblog.com/freeroll-strategy.htm" rel="nofollow">Freeroll strategy</a> =-. Finally after giving the people at UK2net hell for a couple of days they opened up for my SSH access.

Those guys really suck!
.-= Mark´s last blog ..Freeroll strategy =-.

]]> By: Mark http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-4264 Mark Thu, 14 Jan 2010 07:13:33 +0000 http://pokerbankrollblog.com/?p=1448#comment-4264 SSH access is still not restored and there is no ETA on when they will open up again. This is pissing me off big time so I've sent a couple of nasty emails to UK2net's slow and incompetent support. Probably not the mature thing to do, but it help me vent some anger: UK2net: Hi, Technically we're not to blame, whoever wrote the software that can be exploited is to blame, we're just fixing the issue. As of yet our system administrator has provided us with an ETA. Kind Regards, Marlon Senior Technical Support Me: I disagree....who else am I to blame than you? You are supposed to be a professional company. Why don't you have back-up systems in place so customers can still access their backend and run scripts with SSH? I cannot believe you just cut off all customers from acessing their crucial data. UK2net: I understand your frustration with this very serious issue. However I have given you all the information I have available about the situation and our system administrator are working to resolved this problem as we speak. Kind Regards, Marlon Senior Technical Support Me: Unbelievable...that's all I can say. Unbelievable that a company's support team does not know when their system administrators are finished with repairs that are causing their customers to lose business. It is beyond belief and there are no words to describe how disgusted I am with your treatment of your customers SSH access is still not restored and there is no ETA on when they will open up again. This is pissing me off big time so I’ve sent a couple of nasty emails to UK2net’s slow and incompetent support. Probably not the mature thing to do, but it help me vent some anger:

UK2net:

Hi,

Technically we’re not to blame, whoever wrote the software that can be exploited is to blame, we’re just fixing the issue. As of yet our system administrator has provided us with an ETA.

Kind Regards,

Marlon
Senior Technical Support

Me:

I disagree….who else am I to blame than you?
You are supposed to be a professional company. Why don’t you have back-up systems in place so customers can still access their backend and run scripts with SSH?
I cannot believe you just cut off all customers from acessing their crucial data.

UK2net:

I understand your frustration with this very serious issue. However I have given you all the information I have available about the situation and our system administrator are working to resolved this problem as we speak.

Kind Regards,

Marlon
Senior Technical Support

Me:

Unbelievable…that’s all I can say. Unbelievable that a company’s support team does not know when their system administrators are finished with repairs that are causing their customers to lose business.
It is beyond belief and there are no words to describe how disgusted I am with your treatment of your customers

]]> By: Mark http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-4239 Mark Mon, 11 Jan 2010 19:25:45 +0000 http://pokerbankrollblog.com/?p=1448#comment-4239 Newest UK2net problem: They have closed down SSH access and have no ETA on when it will be up and running again. .-= Mark´s last blog ..<a href="http://pokerbankrollblog.com/throwing-multitablers-a-curve-ball.htm" rel="nofollow">Throwing Multitablers a Curve Ball</a> =-. Newest UK2net problem: They have closed down SSH access and have no ETA on when it will be up and running again.
.-= Mark´s last blog ..Throwing Multitablers a Curve Ball =-.

]]> By: Rob http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-3939 Rob Mon, 23 Nov 2009 21:49:39 +0000 http://pokerbankrollblog.com/?p=1448#comment-3939 I've only been with UK2 a few days and already I've seen enough, I'm transferring away to another registrar. My experience with the online ticket support system has consistently been like this: 1) I raise a ticket, stating a simple problem. 2) A day passes. 3) A clueless tech guy pastes in a boilerplate response without reading or understanding the actual issue. 4) I restate the problem. 5) Another day passes. 6) A better tech jumps in and fixes things. If they're this bad with just domain registrations, I hate to think what their actual hosting is like. I’ve only been with UK2 a few days and already I’ve seen enough, I’m transferring away to another registrar.

My experience with the online ticket support system has consistently been like this:

1) I raise a ticket, stating a simple problem.
2) A day passes.
3) A clueless tech guy pastes in a boilerplate response without reading or understanding the actual issue.
4) I restate the problem.
5) Another day passes.
6) A better tech jumps in and fixes things.

If they’re this bad with just domain registrations, I hate to think what their actual hosting is like.

]]> By: Mark http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-3913 Mark Thu, 19 Nov 2009 22:04:30 +0000 http://pokerbankrollblog.com/?p=1448#comment-3913 OMFG.....now the entire UK2net site is down together with PokerBRB.com and my buddy's site WOSB. WTF is wrong with these guys??? .-= Mark´s last blog ..<a href="http://pokerbankrollblog.com/tournament-mistakes_part-1.htm" rel="nofollow">Tournament mistakes_part 1</a> =-. OMFG…..now the entire UK2net site is down together with PokerBRB.com and my buddy’s site WOSB.
WTF is wrong with these guys???
.-= Mark´s last blog ..Tournament mistakes_part 1 =-.

]]> By: Rob http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-3911 Rob Thu, 19 Nov 2009 15:37:52 +0000 http://pokerbankrollblog.com/?p=1448#comment-3911 I've now had two responses but I'm astounded by how clueless they seem. I’ve now had two responses but I’m astounded by how clueless they seem.

]]> By: Mark http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-3907 Mark Thu, 19 Nov 2009 05:53:56 +0000 http://pokerbankrollblog.com/?p=1448#comment-3907 I'm sad to hear that you also have UK2net problems Rob. But unless you are really lucky you will never receive an answer from the slow UK2net support within 5 hours. I would say the average response time is more like 24 hours. I’m sad to hear that you also have UK2net problems Rob. But unless you are really lucky you will never receive an answer from the slow UK2net support within 5 hours.
I would say the average response time is more like 24 hours.

]]> By: Rob http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-3903 Rob Thu, 19 Nov 2009 01:14:44 +0000 http://pokerbankrollblog.com/?p=1448#comment-3903 Groan, what have I let myself in for. Earlier today I transferred a domain to UK2.net and opened a ticket asking a basic question. 5 hours later there's still no response. So much for 24/7 support. Groan, what have I let myself in for. Earlier today I transferred a domain to UK2.net and opened a ticket asking a basic question. 5 hours later there’s still no response. So much for 24/7 support.

]]> By: Mark http://pokerbankrollblog.com/how-not-to-deal-with-the-slow-customer-support-at-uk2net.htm/comment-page-1#comment-3887 Mark Tue, 17 Nov 2009 21:10:51 +0000 http://pokerbankrollblog.com/?p=1448#comment-3887 Wow...finally my email account works again. Here's the reply from UK2net. Hello Mark, I have modified a few server side configurations and your pokerbrb.com site should now be able to successfully send the autogenerated sign-up emails to your support@pokerbrb.com account. Please let us know if you continue to experience difficulties after this time. Best Regards, McKay Howell Technical Support UK-2 Ltd .-= Mark´s last blog ..<a href="http://pokerbankrollblog.com/thoughts-on-making-moves-in-online-poker-tournaments.htm" rel="nofollow">Thoughts on making moves in online poker tournaments</a> =-. Wow…finally my email account works again. Here’s the reply from UK2net.

Hello Mark,

I have modified a few server side configurations and your pokerbrb.com site should now be able to successfully send the autogenerated sign-up emails to your support@pokerbrb.com account. Please let us know if you continue to experience difficulties after this time.

Best Regards,

McKay Howell
Technical Support
UK-2 Ltd
.-= Mark´s last blog ..Thoughts on making moves in online poker tournaments =-.

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