Tech Support
Posted By Russ Emerson on September 9, 2003 at 2:50 pm
I am, by profession, a customer support engineer. Not just a “Hi, how can we help you” phone answerer, but one of the guys who digs into the heart of a technical matter and finds an answer when your network falls on its butt. [I used to do this by phone; now I do it via the web. I mainly write about technical problems and solutions, and help develop web-based tools for customer use.]
Along the way, I’ve learned a thing or two about what constitutes good service and tech support, and I really appreciate it when I get it on those [rare] occasions when I need it.
Today was one such day. My site has been moved to a new server, apparently, and suddenly I could not view comments, or even log in to the site to do updates, maintenance, anything. A particular Perl module had not been installed.
I sent an e-mail to my hosting company’s support address. Within minutes, the module had been installed, functionality restored, and the tech courteously replied by mail and informed me that the problem had been resolved. Not 45 minutes, not 30, or even 15. Within 3 or 4 minutes.
So, like I said, I appreciate good support when I get it. Kudos and thanks to Michael at LiquidWeb. These folks have had my business for almost five years, and with a track record of service like this, they’ll be keeping it.
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