I’ve believed internet is the holy grail of communications channels for a long time. In the end is a magical ability to communicate to other people without physical limitations.
Coders seem to be today’s magicians… all it takes to do something is write some code, therefore is it so hard for me to explain why some people are so stubborn when it is down to helping you online…
Rackspace is supposed to be simpler and friendlier. None of which seem to be fulfilling my expectations right now. Having a three way chat with my dev is virtually impossible.
[Yannet] Hello, Mauro! Thank you for contacting Rackspace Support! My name is Yannet, How can I help you today?
[Mauro] Hi Yannet
[Mauro] Im having a serious problem with my startup and I think you can help
[Mauro] Its been 9 months of work with my developer and the app is ready but we need to move to a serious server before going live
[Mauro] That why we are trying to move everything to Rackspace now.
[Mauro] (Our app is hosted in another smaller server right now)
[Mauro] One of my main concerns before moving is to be able to set up the server with autoscale.
[Mauro] My developer has been working the last 4 weeks in this
[Mauro] and he hasn’t been able to set it up as needed, although he has reasearched a lot.
[Mauro] The TWO Big reasons we chose Rackspace (instead of amazon) is because it is supposed to be simpler and have better SUPPORT.
[Mauro] None of which happen to seem at the expectations standard.
[Yannet] Ok. We will try to help you to the best of our abilities. What is it that you need from us at this point? You mentioned autoscale.
[Mauro] since I am not a developer I can not explain you the problem in detail
[Yannet] Has your developer tried calling in to our Support?
[Mauro] Therefore the only way for me to take charge and MAKE THIS HAPPEN is to get involved
[Yannet] Aaah I see.
[Mauro] Yes, he has talked to support many times, and he is not getting the answers nor the help he needs
[Mauro] (according to him)
[Yannet] Let me check the tickets.
[Mauro] Therefore I think the best alternative would be to elevate this and participate in a conference chat with him (my dev) and someone from Rackspace support
[Mauro] QUESTION: Is it possible to have a three way support chat?
[Yannet] No. Unfortunately we don’t have a three way chat.
[Yannet] I don’t see any tickets created.
[Mauro] There have been…
There are only two…[Opened: http://screencast.com/t/PXItqXC43D
[Yannet] If you want to be included and have your developer explain, you can call and have our Sys Admin on speaker.
[Yannet] I’m sorry but we don’t have that capability on chat.
[Mauro] My dev is not fluent in english speaking so that is not an option
[Yannet] We have spanish speaking Sys Admins
[Mauro] He is not in the same country as me, so gathering is not an option either
[Yannet] Oh I see.
[Mauro] I dont need a spanish speaking support representative
[Mauro] thanks anyway
[Mauro] Isn’t there any way ypu can make an exception in order to have a three way chat? That would semm like a coherent “FANATICAL support”
[Yannet] It’s not about making an exception we really don’t have the capability. We don’t have the option in chat. You can check for yourself since the customer is the one who needs to come into chat you don’t have an option for three way.
[Mauro] Okey. I understood the chat doesn’t have the capability, that’s why I’m asking for an “exception”
[Mauro] Like for example have a chat outside of Rackspace official support chat, like Skype or Hangout
[Yannet] The only way is for you to create a ticket and have your developer respond and you can see the interaction between the Sys Admin and your developer
[Yannet] Let me check with one of our Managers to see if that is an option for our Sys Admins.
[Yannet] One moment ok :D
[Yannet] Ok. What they recommend you do is calling to our Support and speak to one of our Sys Admins and since your are the primary on the account they can then call your Developer on three-way.
[Mauro] Are we going into circular conversation?
[Yannet] I guess we might be. I am trying to accomodate what you want, which is being present when your Developer talks to Rackspace about the issue/concern you are having.
[Mauro] Look, the whole idea behind “SUPPORT” to me is to help the client solve HIS problem.
[Mauro] You are not doing it
[Yannet] And I’m trying. Can you explain to me what you want so we can provide SUPPORT and Solve the problem?
[Yannet] I am sorry if you are frustrated but I am doing my best to figure out what to do so you can leave chat with answers.
[Mauro] This is the second time I write this down and will not do it a third time: I need to have a three-way chat with my developer and ont of your support team members. Why is it SO HARD to open Skype and have a chat??
[Mauro] Is it really that complicated?
[Mauro] Is it a SIN not to use rackspace internal (and limited) chat software?
[Yannet] I am sorry but there is no need to be condescending. Again you need to call in and talk to one of our Sys Admins so they can provide you with that service or three way phone call. Again, like I have mentioned to you before as well, this will not be able to happen during this chat.
[Mauro] look, I can screenshot this and post it online and show everyone how “fanatical” is your support. Do you think people will approve?
[Mauro] Do you think people will think you are being flexible?
[Yannet] Please let me know what you would want to do. Our Sys Admins are willing to do what you are requesting.
[Mauro] Or that Im having a bad user experience?
[Yannet] Would you like the phone #?
[Mauro] Deffinetly not, I’d rather have proof of how you are answering.