support@resellone.net efficiency...

[yurtesen]

Sometimes people complain about ResellOne support not answering e-mails. I just want to know how many are having the problem and how many are thinking that it works.

Please vote!

[Domains_Aamir]

Please vote everyone!

We need to be sure that our system is working properly. I think a vote is a great idea by Evren!

Also:

After voting, if you have been having consistent problems with this issue (bad response times) from support@resellone.net, or any other @resellone.net address, feel free to email me @ aabdullah@theplanet.com.

My staff and I will conduct a test with each person to be sure mail services are functioning properly first. On a larger scale, I'll be sure to make changes so that our support@resellone.net mail que is being checked and answered more frequently.

Thanks guys for the feedback and support.

Aamir Abdullah
Reseller Services Supervisor
aabdullah@theplanet.com

Direct: 713-444-1502
Fax: 713-942-9332
Main: 713-333-7873
www.resellone.net
www.theplanet.com

Are you a Reseller looking to move datacenters and/or maximize profits? Talk to one of our representatives about having a server through ThePlanet. We are sure to have a service that fits your needs!

[yurtesen]

I have created the thread poll so that you can have multiple choices, you should at most use 2 choices. I categorized the poll so you can choose one from 1st 3 options and then one from the rest. Unfortunately the forum poll system is quite limited, so please dont abuse by choosing all options at the same time as there is no way to put an only 2 selection limit :)

choice 1- if you always,sometimes,never receive replies.
choice 2- if you receive replies how long it takes before you receive one.

[Hector]

Hi all,

It seems that questions are too directed for me.

I have always replies in less than 1 day. But one time, I never received reply and it was to configure "OpenSRS.conf"...

[Catalyst]

Generally, the issue is "receiving back an answer which has absolutely nothing to do with the question, which makes it appear as if questions are going into a ticket queue, and support staff are closing tickets as fast as possible to make it appear they're being efficient, when in fact, they're just ticking people off."

After 3+ days....

[Neil]

Fantastic that you all actually get a response at all... all we ever got was our mail bounced straight back to us... a WEEK later. LOL

Twice.. both when we submitted an Email via the live chat, and also via direct Email. Not necessarily their fault, but still very annoying.

[Domains_Aamir]

In addition to forum posts, please send complaints to aabdullah@theplanet.com. I need to be able to relay these messages to management to make a case to improve support. We are a very small, understaffed team at the moment. I'm not making excuses, but in order to improve the way (I think) the customer base wants us to improve, we need ALOT of feedback in more than just forum posts. We need emails from many customers. Those customers who own servers with the Planet will carry significant weight.

We need to get a community going again with ResellOne so that this team can convey that the majority of the ResellOne customer base wants more support and (if true) more products. Until then my team and I have our hands tied waiting on decisions to be made.

Hard to believe fact that will tell you alot:
We actually have about half the number of people (on staff) we had when ResellOne launched and we have considerable registrar duties outside of ResellOne to accomplish as well.

So! I'll be waiting at aabdullah@theplanet.com for your feedback.

One last thing... Please remember that it is also important to note good support when it occurs. We want to be able to reward (read: keep on board) those employees who give good service.

Thanks!

[acider]

SURE!! lets do it guys :cool:

[JamesC]

In addition to forum posts, please send complaints to aabdullah@theplanet.com. We need emails from many customers. Those customers who own servers with the Planet will carry significant weight.

Thanks!

Well this is a bunch of BS so if I do not have a server over at TP then I am just a red headed stepchild ......... I guess its time to start looking for a new place to get these services.

BTW that is why I left TP to start with the service and support sucked big time .. and from this post it would seem that the same will happen to Reseller1

:mad:

[Jeff]

Is it wrong to give more weight to customers making you hundreds of dollars of profit per month vs. a customer making you $1.00 of profit per year?

[JamesC]

Is it wrong to give more weight to customers making you hundreds of dollars of profit per month vs. a customer making you $1.00 of profit per year?

Yes it is I pay the very same price you do for this service and so do many others.

I see no where on the Reseller1 web site that says for TP client's only, so my suggestions and complaints should hold just as much weight as the next client. If I treated client's by what they paid I would lose many clients.

BTW are you a TP server client? .... If yes then you must also have seen the decline is service and support or at least heard/read about it.

Since the take over... I mean merger support here and server support has droped greatly. And as stated here its due to the lack of support people.

Ask a question on how the API works and you will get no response like many others I figured it out with out any help from ReSeller1 support, the only time they are speedy is when you make a deposit that is posted ASAP and money taken out of the bank just as quick.

[Domains_Aamir]

Yes it is I pay the very same price you do for this service and so do many others.

I see no where on the Reseller1 web site that says for TP client's only, so my suggestions and complaints should hold just as much weight as the next client. If I treated client's by what they paid I would lose many clients.

BTW are you a TP server client? .... If yes then you must also have seen the decline is service and support or at least heard/read about it.

Since the take over... I mean merger support here and server support has droped greatly. And as stated here its due to the lack of support people.

Ask a question on how the API works and you will get no response like many others I figured it out with out any help from ReSeller1 support, the only time they are speedy is when you make a deposit that is posted ASAP and money taken out of the bank just as quick.

A few points to note:

My meaning was misunderstood by James. When you send an email or come into chat, ResellOne support staff often does not know which reseller has a server and which doesn't so no, ResellOne support staff does notpurposefully give a higher level of support to server customers. My comment is more concerning upper management.

You have to remember: Even when Ev1Servers established ResellOne, one of the primary purposes of the program was to attract customers who are, or might become server resellers. That's why the price has historically been so low. The original idea was not to make a ton of money off of the branch...

I do think Jeff also is correct: Companies routinely base the level of service (and/or benefits) a customer recieves by the amount of money they spend... Just look at Enom and their reseller program. Or any server business at all, car dealerships, whatever... You will get distinct benefits depending on the level of money you spend. Even if a company doesn't advertise that tactic, often times it's true anyway... It's the difference between a sales person calling and emailing or taking you out to dinner on the company tab. That sort of thing (as an example, not saying that is currently the case here beacuse it's not).

Anyway, getting back to the point... My original comment is based on that fact that ResellOne makes a mere fraction of what ThePlanet generates. And ResellOne is a branch of the Planet. Server business is the core business of the Planet and in addition is lockable MRR where ResellOne has much less certainty. So yes, management does give a heavier weight to the voice of it's core customers. Don't most companies?

That's not to say that non-core business customers should be ignored... Far from it! And for many reasons... I'm just trying to convey that showing the link between this business and the core business can only strengthen the argument in the favor of ResellOne customers.

I hope I conveyed my point correctly. Please understand, my job is to listen and tend to this customer base, that's my end goal. Not to alienate any of you.

Aamir Abdullah
Reseller Services Supervisor
aabdullah@theplanet.com

[JamesC]

A few points to note:

My comment is more concerning upper management.

I do think Jeff also is correct: Companies routinely base the level of service (and/or benefits) a customer recieves by the amount of money they spend... Just look at Enom and their reseller program. Or any server business at all, car dealerships, whatever... You will get distinct benefits depending on the level of money you spend. Even if a company doesn't advertise that tactic, often times it's true anyway... It's the difference between a sales person calling and emailing or taking you out to dinner on the company tab. That sort of thing (as an example, not saying that is currently the case here beacuse it's not).

Well as for upper management I can relate to that point . we all know their main objective is profit .... I may not agree with it (main objective) but it is necessary no profit means no service.

As for the point being made on server clients VS non-server clients once again this bothers me. I expect the same service and support as everyone else and feel my needs and concerns are just as important.


You have to remember: Even when Ev1Servers established ResellOne, one of the primary purposes of the program was to attract customers who are, or might become server resellers. That's why the price has historically been so low. The original idea was not to make a ton of money off of the branch...

As for the reason behind Reseller1 and its business model, I have no control over the whys and why-nots but I have invested a lot of time and money into the service and I am very worried that the service could at anytime be closed down (we all remember what happened to RegisterFly and Enom). I would not like to see my domains held hostage like so many of my friends did from there.


Server business is the core business of the Planet and in addition is lockable MRR where ResellOne has much less certainty. So yes, management does give a heavier weight to the voice of it's core customers. Don't most companies?

On that note please explain this sentence;

"Server business is the core business of the Planet and in addition is lockable MRR where ResellOne has much less certainty."

Are you implying that Reseller1 could be closed down or even sold out right?

What happens if the core group becomes non-server clients?

Am I not one of Reseller1's core customers?

I know I don't have a 1000 domains here, nor do I sell 100's of SSL certs and Web site Builders but I do keep pumping money back into the core system of Reseller1


I hope I conveyed my point correctly. Please understand, my job is to listen and tend to this customer base, that's my end goal. Not to alienate any of you.

Aamir Abdullah
Reseller Services Supervisor
aabdullah@theplanet.com


Now I have seen service improve greatly just the past couple of months as for down time and errors being resolved quickly this makes me very pleased. The support issue can be a bit bothersome but I just avoid contacting support unless it is the last resort (most issues can be googled and found that it is either a register problem or Tucows issue) if it is Tucow then an email to support is needed if not then you just have to wait till the maintenance is finished then service will be restored (we have all seen this with the .ORG issues a month or so ago).

As for "alienate" well this post does raise some concern and kind of justifies my worry but with all the time and money I have invested so far I will have to ride it out and see what happens.

[LFCII]

If Resellone primary purpose was to provide enticement by offering low domain prices to get up sales for servers, than...... well someone should be evaluating the goal against actual and adjusting accordantly.

This is a great plan, but, the ball has been dropped. You have your own data center. What better way to sell servers than to offer a plug and play interface for your ICANN accredited domain resell division. Make it so easy I can sell the domains at cost and upsell The Planet servers with hosting. Give me a cherry pie if I send someone your way with 100, 500, or 1000 domains to register. Someone is not looking at resellone as a potential medium for server revenue source but rather as a acquired division with limited assets.

Someone needs to be looking a dailychange.com or others and see how the big percentage movers are doing it. Those are the guy who will be the leaders if their business model holds.

Just my 2 cents.

Kind Regards,

Les

[xpex]

A few points to note:

[QUOTE]My meaning was misunderstood by James. When you send an email or come into chat, ResellOne support staff often does not know which reseller has a server and which doesn't so no, ResellOne support staff does notpurposefully give a higher level of support to server customers. My comment is more concerning upper management.



hello, I have servants and the staff knows it, and the support is equal of bad, Resellone must improve the support to the client, and not happen of them. and I say just like jamesC to always do a position this and all fast one. If they are little personal to contract but, because belonging to theplanet it must have but workers

[yurtesen]

The more important thing is the response speed when a problem occurs. It sometimes take awfully long time to resolve simple problems.

About the support, most things are documented very good by OpenSRS and there are rarely difficulties when things are working.

Thanks,
Evren

[acider]

If ThePlanet or ResellOne is gonna continue with this slow response, it's gonna make a lot of people very upset.

If not for your good bandwidth for dedicated servers, I would have already moved elsewhere. Your support is so slow that we lose businesses. I lost some clients cos support was not there for me to reboot servers in time. I lost 1 domain a few days ago cos you guys took 4 days to reply me. Needless to say my client is very disappointed with me. Why is this provider doing this to me?

[Jeff]

I lost 1 domain a few days ago cos you guys took 4 days to reply me.
I would call them on the phone and explain the situation. If it is just a domain that expired, they can likely get it back for you.

[yurtesen]

I would call them on the phone and explain the situation. If it is just a domain that expired, they can likely get it back for you.

Eh, well dumb question but does resellone have a phone number? :) I didnt see it anywhere on their web page?

Thanks,
Evren

[JamesC]

Eh, well dumb question but does resellone have a phone number? :) I didnt see it anywhere on their web page?

Thanks,
Evren

No they do not .... and we all know what it takes to get them to answer the emails ....... :eek:

As for live chat if you ever catch someone there please post here cus most of us have never seen it before ,,,,, :rolleyes:

[Jeff]

In a worst case I'd call the planet and ask to speak with Aamir, or even wtih Brooke or one of the other supervisors.

[burnthemidnightoil]

Along with what appears to be everyone else I would like to add resellone support sucks.

Weeks of emails and no replies, nothing, nicht, nada.

If I did this at work I would get fired.....

[yurtesen]

I know that resellone doesnt seem to have a phone number listed but do any of you know how to contact them by phone or is it even remotely possible?

[JamesC]

I know that resellone doesnt seem to have a phone number listed but do any of you know how to contact them by phone or is it even remotely possible?


You can try and call ThePlanet 866-325-0045


Houston Headquarters
835 Greens Parkway, Suite 150
Houston , Texas 77067
Telephone: 713-400-5400
Fax: 713-942-8621

Dallas Office
1333 Stemmons Freeway, Suite 110
Dallas , Texas 75207
Telephone: 214-782-7800
Fax: 214-782-7898

Good Luck

[yurtesen]

Yeah, I need a lot of luck when it comes to contacting resellone :)

[Resellone-Eddie P]

You can reach Resellone by phone now by calling into the Planet and requesting to be transfered.