Staff asking silly question

[calvynlee]

hi all,
hope you guys don mind if I use "silly" to discribe it.

every time, before I went to bed, I will check my email, and some time my client have submit ticket for me & I have submit the ticket to WHBsupport.com

After key in the related informtion, including IP or Server Name , Account Username , Website URL and bla bla bla...

the next morning when I check the ticket, WHB support reply me this :

Hello,

Please provide us with the problem URL so we can investigate further.

Does I already key in the URL when I open the ticket. To be honest, I was a bit disapointed on the support staff, most of the reply does meet my need, and it will asking "silly" question, and I have to delay respond to my client.

[svetlana.p]

Please provide us with the ticket iD so that we could better investigate the issue.

[Matt R.]

Yes, please let me know. Sometimes if it is a specific script, we need to know the location of it, otherwise we'll waste 45 minutes going through your directories trying to find the script in question.

[tekonehosting]

Yes, please let me know. Sometimes if it is a specific script, we need to know the location of it, otherwise we'll waste 45 minutes going through your directories trying to find the script in question.

makes sense to me. i have lots of scripts, and i might even be entering a ticket for a client's issue

[calvynlee]

here is the ticket ID : INQ-387243

Base on my explanation, I did not see any unclear statement

Dear WHB,
below are my client ticket, please help out , my client is screwing me already. I cant affort to have this kind of service.
####################

Lately, whenever i try to logon to system administrator or to cpanel, i always getting this error msg and need to refresh the browser 4-5 times and then can login. I think your hardware / server could not support my website or something else. It's really dissappointed. I'm not getting this error if i go to other website....It was just 2 months and i have another 9 months to go to complete 1 year deal with your hosting....

Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, webmaster@cyberez-2u.com and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.

I have put the website URL: www.cyberez-2u.com at above

[omniuni]

Although I do not have a login to their cPanel, obviously, the login dialog itself comes right up for me, and clicking cancel give the little cPanel login screen immediately.

With these observations noted, I too, would mirror the WHB CSR's request for a specific URL, were I to have to actually investigate the problem.

[Arkadij S]

2 calvynlee,

We would like apologize for the inconveniences, you`ve faced, while corresponding with
our technician. We`ve already told him about that, so the appropriate measures have been taken.

I guess, you can imagine what a load of work our guys have, and how easy it sometimes is to make a mistake, which can cost too much.

So I guess, you can excuse us for we just double checked what the exact URL was.

Yes, it might have taken time to get a response, but we guaranteed you from some
mistakes or misunderstandings from our end.

Sorry once again.

[calvynlee]

I guess, you can imagine what a load of work our guys have, and how easy it sometimes is to make a mistake, which can cost too much.

I guess the tech support did not even read the whole ticket, and directly reply and asking me the URL.

Any why, hope this will not happen again, i hope to stay with WHB for longer time

[calvynlee]

the support asking silly question again.

here my question on the ticket:

Dear Support

My client reported to me that in his cpanel, backup section, he unable to backup the database cyxxxxx_jo151,(full backup is no problem), and I have try to check my self, the database stated 10MB, but while i download the file, only 20kb only.

The db name is cyxxxxx_jo151

with this statement

My client reported to me that in his cpanel, backup section, he unable to backup the database cyxxxxx_jo151,(

and guess what, after waiting this ticket for 14 hours, the support team reply

Dear Customer,

Please supply us with all information needed to reproduce the problem from our end - your actions sequence (step-by-step), URLs, login usernames and passwords etc.
Looking forward to your answer.

currently my time zone is 11pm, and I will go to bed, and the next 8 hour later only I will check the ticket and provide my client respond.

I need to wait at least 22 hours to respond to my client ticket.