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What makes support absolutely amazing and A grade? Wanna compare how our support compares :)

by jve 5y ago

arsenico 5y ago
What was very visible for me personally is that support people are very highly qualified, and can actually solve the problems themselves instead of escalating. So think of exposing higher qualified people to the front lines of support. Moreover, the feeling of speaking to a real person, who actually cares is something hyperscale cloud guys will never give you.
christophilus 5y ago
Fast, friendly, informed, useful— and all done with clear, high quality communication.
agreematt 5y ago
It's not that bad, but not amazing in my opinion, yes they reply, yes they will answer promptly and share info if you prompt them - tell me what happened etc.. But it's not very forthcoming, delayed acknowledgements of data center wide issues has been an issue for several years, every pledge to update the status page within minutes has never materialized - I think I saw an update within 15minutes once and nearly fell out my chair, but it's still poor when you have to hit Twitter to find dozens of other people with broken connectivity and find the momentary relief that it's probably not your VMs.
boxmousecardpen 5y ago
I can give you a counter example. Previously I was a Linode customer - for nearly a decade up until the point I was not. My account was frozen, and when I called, I was told I was not [any longer] the account owner. I provided a billing statement -9- years old to validate that I was indeed the account holder, and always had been. The support rep had to talk to their manager, and asked me to call back(not wait on hold, or wait for them to call me). When I called back, I was told the situation is "very sensitive legally". Then they asked if I knew a first and last name combination that was not mine, because that name was now listed as the account owner. I said that I did indeed know this person, they were the C-level employee at a company I previously worked for. The C-level employee had contacted Linode and cowed them into believing they were the rightful owner of an account that existed before I ever worked for them. They gave the account to them, refused to give it back, and suggested I retain an attorney for any further movement on the issue. If Linode is reading this - the incident took place over summer/fall of 2018. Yes, I'm that guy. No, I haven't forgotten. I've told _everyone_ who will listen this exact story, and warned them of having their own hard work and assets misappropriated by anyone with a fancy job title calling Linode support and demanding it. A phone call from Linode after everything was settled would have completely changed this sentiment. There's my own story of your outstanding lack of customer support. I was your biggest fan(for 9 years!) up until that point, and referred a dozen or more customers to your service.
- bobthebuilders 5y ago
  Sounds like you were just trying to take over one of your employee's accounts...
  - antifa 5y ago
    It sounded to me like an ex-employer successfully sold an ex-employees linode account.
RowanH 5y ago
Well I'm sure there's always opposite stories - but mine is I just get tickets answered whenever which is important as I've often ticked at some ungodly hour in the US (being overseas). You get human responses and even when a couple of times it's been outside of Linodes control or responsibility (routing/peering issues) they've been helpful and informative. Everyone will have their own counter of course but I've been happy with what I've been getting for the money!

What makes support absolutely amazing and A grade? Wanna compare how our support compares :)

by jve 5y ago

What makes support absolutely amazing and A grade? Wanna compare how our support compares :)

What was very visible for me personally is that support people are very highly qualified, and can actually solve the problems themselves instead of escalating. So think of exposing higher qualified people to the front lines of support. Moreover, the feeling of speaking to a real person, who actually cares is something hyperscale cloud guys will never give you.

christophilus 5y ago

Fast, friendly, informed, useful— and all done with clear, high quality communication.

agreematt 5y ago

It's not that bad, but not amazing in my opinion, yes they reply, yes they will answer promptly and share info if you prompt them - tell me what happened etc.. But it's not very forthcoming, delayed acknowledgements of data center wide issues has been an issue for several years, every pledge to update the status page within minutes has never materialized - I think I saw an update within 15minutes once and nearly fell out my chair, but it's still poor when you have to hit Twitter to find dozens of other people with broken connectivity and find the momentary relief that it's probably not your VMs.

boxmousecardpen 5y ago

I can give you a counter example. Previously I was a Linode customer - for nearly a decade up until the point I was not. My account was frozen, and when I called, I was told I was not [any longer] the account owner. I provided a billing statement -9- years old to validate that I was indeed the account holder, and always had been. The support rep had to talk to their manager, and asked me to call back(not wait on hold, or wait for them to call me). When I called back, I was told the situation is "very sensitive legally". Then they asked if I knew a first and last name combination that was not mine, because that name was now listed as the account owner. I said that I did indeed know this person, they were the C-level employee at a company I previously worked for. The C-level employee had contacted Linode and cowed them into believing they were the rightful owner of an account that existed before I ever worked for them. They gave the account to them, refused to give it back, and suggested I retain an attorney for any further movement on the issue. If Linode is reading this - the incident took place over summer/fall of 2018. Yes, I'm that guy. No, I haven't forgotten. I've told _everyone_ who will listen this exact story, and warned them of having their own hard work and assets misappropriated by anyone with a fancy job title calling Linode support and demanding it. A phone call from Linode after everything was settled would have completely changed this sentiment. There's my own story of your outstanding lack of customer support. I was your biggest fan(for 9 years!) up until that point, and referred a dozen or more customers to your service.

bobthebuilders 5y ago
Sounds like you were just trying to take over one of your employee's accounts...
- antifa 5y ago
  It sounded to me like an ex-employer successfully sold an ex-employees linode account.

RowanH 5y ago

Well I'm sure there's always opposite stories - but mine is I just get tickets answered whenever which is important as I've often ticked at some ungodly hour in the US (being overseas). You get human responses and even when a couple of times it's been outside of Linodes control or responsibility (routing/peering issues) they've been helpful and informative. Everyone will have their own counter of course but I've been happy with what I've been getting for the money!