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PSM - my very brief experience [with their sales department]...
| Posted by dav, 07-07-2006, 08:18 AM |
| After reading through the post "PSM don't know how to update Kernel" I thought I would throw my 2cents following my experience with them.
At the beginning of the year, I had to purchase a new server from my host (Beachcomber) because I had outgrown the other from the same company. Anyways, since I haven't a clue how dedicated servers work or are managed (or wish to know for that matter), I needed to transfer my extensively heavy site across from one server to the other. Beachcomber were unable to help as they do not do migrations full stop (which is absolutely fine as I don't expect this to be included in management of a server anyway).
So, I go searching on WHT and come up with PSM who have been getting rave reviews and was a cheap option (even though it would mean signing up for a month even though I just needed a migration).
Anyways, I submit a ticket and no response after 24 hours. Another ticket is submitted thereafter and still no response after another 24 hours. I check the email address to make sure I have the right address. Another ticket is sent asking whether they can do me a migration whether the $30 covers it. Finally, a response...
" Hi Dav,
We cannot do migrations at the moment because we are way too busy. Try us again next week."
Okay. As my older server was not to be rebilled for another 12 days, I tried emailing again after 7 days and got this message...
"Hello,
We said we cannot migrate because we are busy and why are you opening four different support tickets at the same time asking for the same job. This is just pushing you further behind in the queue. In fact, we are not going to migrate anything for you because you have abused our support ticket system."
I cannot remember the exact words of their emails but it was similar to the above. I have regretably deleted the emails since Feb 2006.
I have to say they are really really unprofessional and I didn't post this message earlier because I don't like running to WHT to complain about people. I just tend to look for other alternatives. But since reading the other post mentioned about re the Kernel upgrade and the responses he had received, I just had to comment about my experience.
PSM = 0% customer skills.
Their homepage states... "1-6 Hour Response Time for Support Tickets" (try in excess of 48hrs more like).
Thanks - Dav
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| Posted by SoFiMaN, 07-07-2006, 09:05 AM |
| As in my post of the other thread, if you don't know any about managing servers then you should choose a full-administration company and pay more than the $29 of course for it .. I tried PSM in a friend's server (as his desire) and I was checking the tickets in his account with them .. Frankly, all tickets I saw are RESOLVED in 3-4 hours and many time less than that if he is asking for a small thing.
They are not good in sales tickets as they are in support (I think thats not bad).
Also, openning 4 tickets in the same time is not the good thing
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| Posted by dkitchen, 07-07-2006, 09:43 AM |
| I must second this, it annoys me when I see posts where people expect the world for $30/mo. If you do some quick maths, a company is paying someone $15/hour (reasonable wage), that's only two hours of admin time per month without even taking into account purchase of PC's, internet access, and profit.
There are companies out there like ourselves, like rackspace, etc who charge a large amount for management, and there's a good reason for that.
Dan
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| Posted by markyoung, 07-07-2006, 10:01 AM |
| First time I would see a company like this. From PSM I ' ve heard different stories you can find around here on WHT.
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| Posted by SoFiMaN, 07-07-2006, 12:37 PM |
| Sorry, What I mean is they are not (fast) in sales as they are in support.
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| Posted by rv_irl, 07-07-2006, 01:29 PM |
| Well, i've been with them for a few months. They have always been friendly and prompt with responses. I really don't have anything bad to say about them.
You opened four tickets for the same thing even though they said they were busy. The homepage says they do server migrations anyway?
I've had them do server migrations for me before. And also go above & beyond what I have asked them to do. They don't specialise in sales, but in server management, and they are excellent at it. I don't think you would get much better by paying a higher price.
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| Posted by ServerManagement, 07-07-2006, 01:49 PM |
| Please let me know your name that you signed up with, or those ticket numbers, or any proof that we said such things. I cannot believe any of our employees would EVER say such a thing.
Last edited by ServerManagement; 07-07-2006 at 01:55 PM.
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| Posted by Nick H, 07-07-2006, 02:22 PM |
| I don't either...
PSM doesn't address you by
"Hi Dav," or "Hello"
It's ALWAYS "Name," then the reply then "Thanks, Tech Name, Technical Support"
So, the OP is fabricating something
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| Posted by Tyler, 07-07-2006, 02:33 PM |
| He's not saying they are the exact emails, but the summary of them, so yes, there will be some things different.
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| Posted by captaintonka, 07-07-2006, 02:43 PM |
| Being with PSM since 2004 (then know as FSM) have got only positive words to describe their service. PSM support has always been highly appreciated within our organisation, as we know that the problems will be dealt in a prompt time frame. Not only we have been impressed with their email support, we have been equally impressed with their phone support, as they always have time to answer questions over the phone. My biggest disappointment are these threads pounding a genuin business and professional support. Obviously people have more time to whinge than to carry on with business.
PSM, keep up the excellent work.
___________________________
Tony Nik, Director
Planet Broadcasters Int
http://www.planetbroadcasters.com
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| Posted by CanadianHost, 07-07-2006, 03:07 PM |
| It is in my experiences that when people give summerized versions of what someone said 6 months ago the context is normally way off. I've been a customer of PSM (once known as FSM) for years now and I know for a fact no one at that company would talk to you that way. I've used several server management companies over the years and in my opinion no one even comes close to PSM in regards to quality of service or technical knowledge!
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| Posted by Premier, 07-07-2006, 03:57 PM |
| I doubt PSM would ever give repies like that. It sounds like your memory of that time isn't perfect and due to the other threads, what you do remember has been clouded a little. I've been using them for a year and a half now and know if they had someone speak that way, they would probably fire that person.
They may at times get too busy for new customers, but they always have time for their current ones. It makes sense to not bring in new ones if you don't have the time and personel to handle it.
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| Posted by Liam - OxyUK, 07-07-2006, 04:16 PM |
| We've recently used them, and I cannot fault the service/response times as its always excellent... however I was not happy with the control panel and the ability to change the password (as they give you a long complex password which you cannot change, or request to be changed)... which annoys me, and you can't reply to tickets via email only logging into their control panel with a password you cannot remember.
If they used a nice helpdesk we'd have no trouble =] but 10/10 for response time, and quality of service for price!!
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| Posted by CanadianHost, 07-07-2006, 04:19 PM |
| I couldnt agree more. I am a strong supporter of PSM but I do wish I had the ability to search through my past tickets. I cant tell you how many times they told me how to do something and I cant find it months/year later. I think if their support panel(s) had the ability to search tickets their support staff would have more free time. Even still, 10/10 service like you said...
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| Posted by Liam - OxyUK, 07-07-2006, 04:21 PM |
| Yeah... I'm glad someone else agrees with me - let's hope they sort it out sometime soon
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| Posted by Nick H, 07-07-2006, 04:34 PM |
| He through me off by using quotation marks . They're called quotation marks for a reason
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| Posted by ofthecross, 07-07-2006, 06:41 PM |
| Thats exactly how they respond to support tickets.
They have been nothing but good to our company as well. Believe me I test thier support at all hours of the day and night. I hardly sleep and I normally keep them up with me lol
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| Posted by ALS, 07-09-2006, 07:28 PM |
| I've been with them for going over 18 months and couldn't be happier.
GREAT JOB!!!
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| Posted by ServerManagement, 07-12-2006, 07:24 PM |
| At 07-07-2006 08:18 AM, 'dav' opened this thread.
A few hours later, at 07-07-2006, 01:49 PM, I replied here asking him for proof that he ever used our service and/or proof that we ever said what he accused us of saying.
<<< removed >>>
he was never a PSM customer
and that what we allegedly said was based on a pre-sales communication only.
This is why the WHT moderator appended [with their sales department] to his title, to clarify his post.
I still say that we never said what 'dav' accused us of saying. He doesn't even have the email as proof that we supposedly sent him. It's preposterous to believe that we would ever speak to anyone like that, especially in a pre-sales communication to a potential customer. There is no basis and no proof for anything in his post, and even if anyone believes our pre-sales team spoke to a potential customer like that, that would still have no reflection on our technical competency.
Thanks to all that have replied here supporting us<<< removed >>>
Regards,
Ethan
Last edited by SoftWareRevue; 07-12-2006 at 11:34 PM.
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| Posted by h4wk, 07-12-2006, 08:06 PM |
| i knew he was B.Sing the whole time.
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| Posted by Coolraul, 07-12-2006, 09:08 PM |
| Is everyone having a problem reading?
He said he was contacting sales and that they couldn't help him because they were too busy. I am not suggesting that the OP was 100% right as it seems he messaged sales a few times but hey deal with it. A potential customer wants your service and you can't meet his timeline o well. Saying he wasn't a customer doesn't negate the fact that he tried to be and was commenting on their sales department. Not sure if someone changed the title of the thread or something but it says it right there.
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| Posted by frattay22, 07-12-2006, 09:56 PM |
| looks like you're the one not reading.... psm said right in there post:
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| Posted by Sourcer, 07-12-2006, 10:03 PM |
| So not to give the OP more credit....but does still have a legimate claim about a negitive thing done by PSM. Even if it was your sales deparment, not your tech department....there all still PSM.
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| Posted by frattay22, 07-12-2006, 10:09 PM |
| is anyone reading? psm said they never said that
so basically it's he said/she said, and the accuser (the op) has no proof
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| Posted by SoftWareRevue, 07-12-2006, 11:35 PM |
| Basically.
There seems to be enough information within for anyone to draw their own conclusion.
Thread closed.
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