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    #16
    Originally posted by george View Post
    Mines due, and I phoned up so discuss so held on in `queue position 2` for over twenty minutes... (seriously)
    That's because you didn't have premier support.

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      #17
      They've been waiting for the snowman to thaw out a bit, he's well known for his frosty personality!!
      www.parklifeclothes.co.uk

      Parklife, Whitby

      Diesel, Converse, Crocs, Quiksilver, Miss Sixty, Scotch & Soda, Bench, Levi's, Kickers

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        #18
        Originally posted by parklifeclothes View Post
        They've been waiting for the snowman to thaw out a bit, he's well known for his frosty personality!!
        Oh- that's cold!
        The Pretty Dress Company

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          #19
          Chill People chill. 's no point carrying on like this.

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            #20
            Have the "Premium" staff come in from the playground yet?
            Football Heaven

            For all kinds of football souvenirs and memorabilia.

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              #21
              I've been waiting all day for my letter, and now I have forgotton what I was waiting for

              The little old grey cells are getting cold
              Chris Ashdown

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                #22
                He very good at Cold Calling!!
                www.parklifeclothes.co.uk

                Parklife, Whitby

                Diesel, Converse, Crocs, Quiksilver, Miss Sixty, Scotch & Soda, Bench, Levi's, Kickers

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                  #23
                  I like this line regarding the Premium Cover

                  "This new service is a dedicated and personalised support service designed to provide a guaranteed response to all incidents reported"

                  So can I assume that for my current cover (3rd year cover Ł371.25) I am not guaranteed a response?
                  Regards

                  Jason

                  Titan Jewellery (Swift Design)
                  Zirconium Rings
                  Damascus Steel Rings

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                    #24
                    My main point of interest is feedback. Will 'Premier' support offer a feedback system - ie. I submit a ticket and somebody replies saying "thanks for the ticket. i am working on it just now" - don't think I've ever had one in all the tickets I've submitted. End up phoning up support, even though we have 'Cover' - the support is always terrible with no sense of direction - passing the buck as it were.

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                      #25
                      Who deserves Premium Support anyway?

                      A skilled person who looks after a number of sites but has a problem/issue/possible bug with a cosmetic tweak that they have made or are trying to make?

                      Or a one site owner whos problem stops orders coming in, thus rendering their business at a halt until its fixed?

                      Its not all about throwing money at it (like the Yids Ben lol).
                      Football Heaven

                      For all kinds of football souvenirs and memorabilia.

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                        #26
                        Originally posted by grantglendinnin View Post
                        My main point of interest is feedback. Will 'Premier' support offer a feedback system - ie. I submit a ticket and somebody replies saying "thanks for the ticket. i am working on it just now" - don't think I've ever had one in all the tickets I've submitted. End up phoning up support, even though we have 'Cover' - the support is always terrible with no sense of direction - passing the buck as it were.
                        I have suggested that actinic use a ticket tracking system more than once, i dont know why they dont, but it would have thought this would improve the email support service no end. At least you know your email has been receieved

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                          #27
                          Originally posted by Darren B View Post
                          I have suggested that actinic use a ticket tracking system more than once, i dont know why they dont, but it would have thought this would improve the email support service no end. At least you know your email has been receieved
                          Yep - this would be perfect. Even the no-frills UK hosting companies use them. Do we bring this to Actinic's attention through this thread or create a wish list?

                          Comment


                            #28
                            I'm sure Actinic appreciate constructive feedback on all topics anyway, even though they often dont reply to threads such as this. *waves to Frosty*

                            Having any problem conversation record `online` would be handy though, as it'd then be available to be viewed/replied to/worked on outwith hours, as opposed to a regular email convo where it might be downloaded only to one pc.

                            Can we have priority to A&E cases then?
                            Football Heaven

                            For all kinds of football souvenirs and memorabilia.

                            Comment


                              #29
                              Surely Premium support is not for general design and technical issues but a fast response service to get a broken site back in business again quickly.

                              Ticketing should be done as a matter of course for all types of support, be it online, email or telephone IMO.

                              Comment


                                #30
                                I would pay more for Cover IF there was Support over the weekend. Actinic could really improve their service if they answered calls at the weekend as when there is a problem, that can be over 2 days without an answer and loads of orders coming in.
                                Sam
                                http://www.originaltouch.co.uk
                                http://www.spcb.co.uk

                                If you spend your whole life waiting for the storm, you’ll never enjoy the sunshine.

                                Failure is the tuition you pay for success.

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