URPad Feels Your Pain... Hires (More) Support Staff.

Discussion in 'Industry News' started by drmike, Nov 6, 2013.

  1. drmike

    drmike 100% Tier-1 Gogent

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    Just saw this posted elsewhere:

    Guess the unkind words and experiences customers mentioned during their massive migration were noted by management.  Hurrah!
     
    ChrisM likes this.
  2. MannDude

    MannDude Just a dude vpsBoard Founder Moderator

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    MannDude
    Haha. That's good and all but as far as I know they only hired one more person which is Nick O. :p

    He's a good guy though, a native English speaker and speaks it well. Used to work there when I did too. He'll be a solid addition, but this is hardly 'doubling' their support size. :p

    Nick also used to be an admin on here before his NZ army stuff required too much of his time, I know him well and know he's a good dude.
     
    HalfEatenPie, Nick and drmike like this.
  3. drmike

    drmike 100% Tier-1 Gogent

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    I thought URPad had quite a few support people... I saw some RootLevel folks responding to tickets, Luis, and perhaps a few others.

    Doubling support would be adding at least 5 people more.
     
  4. ChrisM

    ChrisM Cocktail Enthusiast Verified Provider

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    We have gone from 8 to 18 people in the past 24 hours in order to better support all of our customers. We have brought on some familiar faces some of you may recognize and we have also brought back on our Chinese Language support rep.

    The support issues were something which we didn't want and we heard your complaints loud and clear. We set out with a goal when you purchased from us and that was to support your needs 24/7/365 and we are here to do that. 
     
  5. drmike

    drmike 100% Tier-1 Gogent

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    18 support people!!!!  Wow.   Quite a few more.  More than double.

    You folks have to be busy training and getting folks up to speed.  Good luck with that.

    This is the type of investment I like to see.   Right direction.
     
    RandalBurns and ChrisM like this.
  6. Coastercraze

    Coastercraze Top Thrill Verified Provider

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    I'm more interested in how Chris changed his usertitle. :p
     
  7. MannDude

    MannDude Just a dude vpsBoard Founder Moderator

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    MannDude
    I think you have to have 100 posts to do it. That, or Martin did it for him.
     
  8. Shados

    Shados Professional Snake Miner

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    Well, I just confirmed I can set mine.
     
    HalfEatenPie likes this.
  9. HalfEatenPie

    HalfEatenPie The Irrational One Retired Staff

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    Well...  I didn't know we had a professional snake miner here! 
     
  10. WebSearchingPro

    WebSearchingPro VPS Peddler Verified Provider

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    Don't you guys pay per ticket over at UrPad so regardless of your staff #, your costs don't significantly increase?
     
  11. WebSearchingPro

    WebSearchingPro VPS Peddler Verified Provider

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    Since I can't edit my post I'll just add on here, Wouldn't it be more acceptable to pay say 4 people a living (hourly) wage instead of paying 18 people to fight over tickets and end up with almost nothing at the end of the week?
     
  12. texteditor

    texteditor Premium Buffalo-based Hosting

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    Of course not high turnover rate is a good thing for the IT industry I think
     
  13. Coastercraze

    Coastercraze Top Thrill Verified Provider

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    Ah hah found it. Could have sworn it wasn't there yesterday lol.
     
  14. ChrisM

    ChrisM Cocktail Enthusiast Verified Provider

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    Just to clarify, we only have 2 team members that are paid per ticket and they are really just supplemental team members to help with any overflow. We are trying to build a stronger team of only the best. 

    We are spending lots of time and money to ensure everything suits your needs and you get the best support imaginable. We would like to thank our customers of your continued patronage. :)
     
    Last edited by a moderator: Nov 7, 2013
  15. WebSearchingPro

    WebSearchingPro VPS Peddler Verified Provider

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    If thats the case, thats pretty awesome, hopefully more companies start doing that. 

    I don't see how that is a good thing, I think the fact that we have made it an acceptable practice is what makes the high turnover rate. If people get paid decently maybe they would be willing to do a better job?
     
    raidz likes this.
  16. texteditor

    texteditor Premium Buffalo-based Hosting

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    (my comment wasn't serious, I agree with you)