08.14.06
Liveperson.net: Support to shoot yourself in the foot with
a.k.a How StartLogic.com Consistently Lets Me Down
// This is a transcript of the second part of my conversation with Rob M. after our initial greeting was followed with a browser crash caused by the Liveperson.net Java Applet.
Please wait for a site operator to respond.
You are now chatting with ‘Rob M.’
Rob M.: Welcome to “Startlogic’s” live chat service. How may I assist you?
Danny: Hi Rob.
Danny: we got cut off.
Rob M.: Please give me the password for email account
Danny: You have my permission to reset it on your end.
Rob M.: No I will need it from your end.
Danny: Sending my password in plain text via http to an unfamiliar URL is not something I’m confident in doing.
Rob M.: Well this chat uses secure URL
Danny: Excuse me..comfortable, not confident
Danny: I don’t know about you but I’m on http, not https
Rob M.: But your connect is directly from your computer within my chat software
Danny: The connection from my computer is insecure because it’s over the http protocol. That said, even if it was over https, the URL I’m looking at is “liveperson.net”, which is not the company I do business with directly. If you are someone authorized to conduct business on behalf of Startlogic, you should have access to a contact at startlogic who can provide you with the necessary information.
Rob M.: Well then you will get a reply for your issue through ticket once the issue is resolved, the ticket is still open
Danny: I’d like to know why I haven’t received a reply yet.
Rob M.: Because the ticket is still open in the support dept.
Danny: And the lack of a receipt acknowledgement email?
Danny: It’s been four days. For an urgent issue, this is unacceptable.
Rob M.: Well the email you got with the ticket id was the acknowledgement email
Danny: That’s an acknowledgement that the server received my email. Not a person.
Danny: Is anyone even looking into the issue?
Rob M.: Yes you will get a reply when the issue is resolved
Danny: When you and I end this chat, you’re going to feel no contractual obligation to look further into this issue. What assurance do I have that I will receive a timely response?
Rob M.: Well the issue is still open in the support dept and it will not be closed unless replied to you.
Danny: That’s not reassuring.
Danny: If your car breaks down and you bring it into the shop, how long do you expect to wait around until they let you know what’s going on and give you a time estimate?
Rob M.: Well this issue is with level 2 techs and once they get it resolved, they will get back to you.
Danny: aha! So it has been assigned to a technician?
Rob M.: Yes a level 2 tech
Danny: does the technician have a name?
Rob M.: No
Danny: if you would like to help debug this issue, you could try sending an email to [email removed]
Rob M.: Sure
Danny: You’ll get a bounce message describing the problem.
Rob M.: May I help you with anything else?
Danny: Did you get the bounce message?
// The next several messages came in very quick succession.
Rob M.: Well it will take some time
Rob M.: May I help you with anything else?
Rob M.: May I help you with anything else?
Rob M.: Please contact us if you face problems.
Rob M.: We’re available 24/7 via chat, email, or phone.
Rob M.: Take care and thank you for choosing StartLogic, Good Bye !
Chat session has been terminated by the site operator.
If you could change something regarding our service and/or products, what would you change?
I would change the entire concept of subcontracted support. Your drones are completely powerless to *actually* help me with my problems, and they either don’t have the ability or they outright refuse to contact someone at the company with whom I’m *actually* doing business in order to resolve an issue when they are unable. I’d suggest you find a different line of work before the market for your services crashes entirely.
picardo said,
December 6, 2006 at 2:32 pm
Hi, I came across your post on Wordpress forum about the error handling fix.
http://wordpress.org/support/topic/54505
You wrote that you would check with the wp hackers to see if there was anything forthcoming from them.
(A quick check showed, this blog also exhibits the same error. You’d be the first to implement the fix no? Does that mean there isn’t anything??)
Danny Dawson said,
December 6, 2006 at 3:36 pm
The wp-hackers list pointed me to this bug report:
http://trac.wordpress.org/ticket/1786
which appears to have been resolved by using wp_die() instead of die() in the wp-comments-post.php file. I suppose wp_die() must be hookable.
These changes made it into the wordpress trunk on July 5th, but somehow didn’t make it into the 2.0.5 release on October 27th. It looks like they still haven’t made it into the 2.0 branch, and thus probably won’t make it into the 2.0.6 tag, which was apparently due 5 days ago.
Looking further into this, the wp_die() function is slated for the 2.1 release, which does not yet have a date on the official roadmap.
Barbie said,
February 14, 2007 at 1:28 am
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Go to http://www.hothosting.info/en and have a look, there must be some suitable methods for you in choosing the right hosts. You will know more about the web hosting!Enjoy!