New Owners and New Focus for ServerDivision

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Posted by 241comp, 02-07-2006, 02:20 PM
Open Letter To The Hosting Industry:

First let me introduce myself - my name is Peter and my company recently acquired ServerDivision - so that would make me the new CEO. First, let me assure you that 241 Computer Services is dedicated to restoring the quality customer service and reliable hosting which was formerly ServerDivision's claim to fame. I understand that many of you have experienced serious problems with your ServerDivision accounts over the past few months and I want to assure you that we intend to correct this situation. Although it cannot be done overnight, we hope you will give us the chance to make things right. To start, we have established new support methods to ensure your issues are taken care of promptly:

1. 24/7/365 Ticketing - 24/7/365 ticketing is now available for ALL clients regardless of their hosting plan. If your question is one more suited to the community, please post it in the community forums. If it is of a technical nature, please open a ticket. The more detail you include in the ticket, the faster we will be able to correct the problem. For the first few weeks, as we straighten out the problems which occurred during the tenure of the previous owners, I do ask that you keep non-critical tickets to a minimum if possible. You are, however, entitled to open tickets whenever you like - this request is just as a courtesy to those with ongoing critical problems.
2. Community Forums - The community forums are for general discussion and comments. I realize that in the past, users have been banned and posts deleted when they criticized ServerDivision. We do not intend to continue this practice as a general rule, however, we do ask that all criticisms and complaints about problems which occurred during the tenure of the previous owners be restricted to the "Problems under Previous Management" forum. We will read this forum and address your concerns.
3. 1-800-756-2021 (USA/Canada) - This phone number is for BILLING, ORDERING and ACCOUNT ISSUES ONLY. If you have problems with any charge we have issued please call us. If you would like to order hosting or upgrade/cancel an existing account, please feel free to call us as well. If you reach our voicemail it is because we are helping other customers. Please leave a detailed message and we will ensure your concerns are taken care of promptly. International or local customers may call us at 1-419-989-6301.
4. ceo@serverdivision.com - Should you have any question, support problem, complaint or billing issue which is not addressed appropriately and in a timely manner or if you have comments regarding your communication with any employee of ServerDivision, please email me directly at ceo@serverdivision.com. I will attempt to answer all reasonable emails personally and in a timely manner. If your email does not include specifics regarding your problem, I will be unable to address your concerns adequately.

Second, as part of our ongoing effort to improve support and ensure reliable service, we are offering you, the customer, a chance to help out by joining the community forums and posting constructive suggestions in the "Suggestions & Complaints" forum. We will attempt to address these suggestions and incorporate them into our new server architecture and company structure as circumstances permit.

Finally, would like to thank all of ServerDivision's customers for their loyalty and assure you that we are dedicated to rebuilding ServerDivision to be the most customer friendly and reliable Windows/ASP.NET & Linux/PHP host on the Internet. For more specific details, please read the FAQ under Support at http://www.serverdivision.com.

Thanks,
Peter (ServerDivision CEO)
ceo@serverdivision.com

PS. The preceding changes will take a few days to implement so please be patient. Thanks!