MochaHost Support Ticket # EMZ-5xxxx3

Here is one of the support ticket that is open with MochaHost and I will update this post when they respond.

Tickect Opened on : 17 Jan 2011 02:05 PM
Time Now : 17th Jan, 2011 08:25 PM – No Response to the support ticket yet

Automated Response received Immediately.

Then I logged onto “Live Chat” on the website at about 4:26pm as you can see below, which is just Sales not Support so please dont be fooled when they tell you it is support. They are just sales people who have not access or ability to resolve your problems. Below is the Chat Transcript for your reference:

General Info
Chat start time	Jan 17, 2011 4:26:06 PM EST
Chat end time	Jan 17, 2011 4:41:22 PM EST
Duration (actual chatting time)	00:15:15
Operator	Jack

 

Chat Transcript

info: Please wait for a site operator to respond. info: You are now chatting with ‘Jack’ Jack: Welcome to MochaHost’s Live Help ! How may I help you ? Vishal: my sites are not working Vishal: dynamicsondemand.ca Jack: Please wait while I investigate this issue for you… Jack: Have you already opened a ticket outlining this issue? Please let me know the ticket ID, so that I can expedite the processing of your request. Vishal: i have but i dont hear back from support for 24 hours Vishal: it takes support atleast 12 to 24 hours to respond to my tickets Jack: What is your ticket ID? Vishal: and i need the sites running asap Jack: We have 3 hours average support response time on most of the technical support questions or issues related to your account. Please note that more complicated issues which require further investigation by our Level 2 support may require extra time for investigation and troubleshooting. Vishal: well i have had a terrible experience with tech support since last year december Vishal: and they dont respond to tickets in time Vishal: please dont tell me the 2 hours response time Vishal: since it is not true Jack: It is true, just in the moment we have a lot of tickets. But our support team is working Vishal: really now – how many ticket numbers do you want me to give you that will prove what i am saying ? Jack: Do you have opened ticket ? Vishal: anyway – i am not here to argue with you i want to get my problem fixed…\ Jack: One ticket is enough Vishal: ya – reality is something else Jack: But I am not able to solve your issue, you should write to our tech dept thru ticket Vishal: ive paid all my dues on time and i am not getting any support Jack: Have you opened a ticket ? Vishal: EMZ-503773 Vishal: here Vishal: this was opened sometime ago Vishal: and i want my sites running asap as they are all down Jack: It is opened since an hour Vishal: it is an “Emergency” status Jack: So please be patient Vishal: i know my friend Jack: and wait for an answer Jack: also Vishal: there is another one if you want to check for something else Jack: please do not update your ticket multiple times, on every update the support system put it on the end of queue Jack: You should know that Vishal: here you are : Vishal: please check this ticket and see how my time was taken to respond : UJV-107050 Vishal: so id dont believe you when you tell me its a 3 hours response time Jack: Is there anything else I can do for you today? Vishal: this is the best ticket ever : YDW-481786 Vishal: and I am posting this one to the net Vishal: to show how nice and excellent and knowledgeable the tech support at mocha host is 🙂 Vishal: no there is nothing more you can help me with Jack: It was pleasure serving you. Please do not hesitate to contact us if you have any further questions. Have a good day/night ! Vishal: see yaaaa info: Your chat transcript will be sent to vrajput77@gmail.com at the end of your chat. Vishal: im keep the transcript of this chat as well Vishal: so people can see how the live support is 🙂 Vishal: bye now

Support Ticket Responses from TechMonkeys at MochaHost

Ticket Details

Ticket ID:	EMZ-5xxxx3	Department:	MochaHost – Tech Support
Status:	Open	Priority:	Emergency
Created On:	17 Jan 2011 02:05 PM	Last Update:	21 Jan 2011 09:52 PM

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	Conversation
Myname
Posted On: 17 Jan 2011 02:05 PM Hi, My sites on DotNetPanel are not working or working very slow, please check and get back to me. olscrm.mysite2.com www.mysite1.com Thanks, Myname
Myname
Posted On: 17 Jan 2011 03:09 PM another site not working mysite3.ca
Silvester R. @ Mochahost
Posted On: 17 Jan 2011 11:51 PM Hello, The issue was solved. Have a nice day/evening.
Myname
Posted On: 18 Jan 2011 12:43 AM I dont see my site working ? http://mysite3.ca thanks.
Nick D. @ MochaHost
Posted On: 18 Jan 2011 03:54 PM Hello, Please check your SQL connections string for this issue.
Myname
Posted On: 18 Jan 2011 03:59 PM There is no SQL connection, it is plain wordpress website with MySQL database which was working and magically stopped working. thanks, Myname
Silvester R. @ Mochahost
Posted On: 19 Jan 2011 08:20 AM Hello, please check your permissions for this domain using File manager. Thank you.
Myname
Posted On: 19 Jan 2011 11:58 AM I cant check the permissions as the file manager just hangs and doesnt work, please check the permissions and fix the problems to make this site work.
Layne S. @ Mochahost
Posted On: 20 Jan 2011 06:30 AM Hello, Plase try again. Now it should work. Thank you!
Omni Logic Solutions
Posted On: 20 Jan 2011 09:42 PM It’s not working. Myname On 2011-01-20, at 4:30 AM, “MochaSupport” wrote: > Hello, > > Plase try again. Now it should work. > > Thank you! > > > Ticket Details > =================== > Ticket ID: EMZ-5xxxx3 > Department: MochaHost – Tech Support > Priority: Emergency > Status: Open > > >
Nick D. @ MochaHost
Posted On: 21 Jan 2011 10:35 AM Hello, Please recreate this web site and re upload your web content. Thank you.
Omni Logic Solutions
Posted On: 21 Jan 2011 11:01 AM Hey, Ever since the hardware failure at your end none of my sites have worked the way they used to. I have spent tons of unpaid time with your support department trying to clean up your mess. Please do what needs to be done and make my sites work. Myname Rajput On 2011-01-21, at 8:35 AM, “MochaSupport” wrote: > Hello, > > Please recreate this web site and re upload your web content. > > Thank you. > > Ticket Details > =================== > Ticket ID: EMZ-5xxxx3 > Department: MochaHost – Tech Support > Priority: Emergency > Status: Open > > You can check the status of or reply to this ticket online at: > >
Layne S. @ Mochahost
Posted On: 21 Jan 2011 09:52 PM Hello, I am very sorry for the inconvenience I just want to make sure, that I understand your request correctly, so that we can provide you with a better service. Can you please, describe in more details the problem, which you are experiencing, so that way we can look into this issue right away and provide you with the proper solution. If you also have another ticket outlining this problem, please let us know the ticket ID, so that we can expedite the processing of your request. Thank you!

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