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Posted by energylevel, 01-21-2004, 06:13 AM
Anyone here affiliated with, owns or works for this company ? Thanks...........
Posted by Reseller-Center, 01-21-2004, 08:43 AM
The forum user "jasontd101" is with them.. If you do a search for this company you will find maybe more than just him... BTW, Good Company IMO.
Posted by energylevel, 01-21-2004, 08:50 AM
I've been waiting about 10 hours now for a reply to a few initial queries from www.ourinternet.us support since I signed up for a new reseller package ...don't feel like a very good comapny to me at the moment !!
Posted by (Stephen), 01-21-2004, 11:11 AM
I have had an acount for a little over a month now and not had any problems. I have been able to call them up and get answers fast. I was however dealing with sales and not support. This is not a recommendation, just stating facts.
Posted by energylevel, 01-21-2004, 11:43 AM
I'm in UK and it's key that the online support is quick from any US hosting company, because the phone support will often be unavailable with the US / UK time differences, even then it can be expensive too. I feel that too few hosting companies seem unable to give quick response times (say within 1/2 hour) to online support requests on a consistent basis for whatever reason ....
Posted by jasontd101, 01-30-2004, 01:28 AM
Dear energylevel, The reason you did not get any answers was becuase you sent the tickets to yourself. I am sorry for the confusion the system may have caused you but we always are very prompted with our responces. I wish you had voiced your concerns with us first as we could have solved this for you in no time. Good luck in your future ventures.
Posted by energylevel, 01-30-2004, 03:18 AM
Let's get the facts straight before we go any further, yes I did send the trouble ticket via the wrong control panel but that was only approx 10 HOURS after I has sent an email directly to support@ourinternet.us without getting a reply! I'm also waiting for some confirmation of my cancellation request which I have not had anything back for yet, this is a few days old now !!
Posted by jasontd101, 01-30-2004, 11:15 AM
We are sorry that you sent your tickets in the wrong place and did not get the responce you wanted. I hope you have a better experience with your next host and get the service you expect. Accounting will refund your account in full as always. We did request an answer on why you canceled and you never replied back to us. This delayed your refund a little as we wanted to find out what the problem was so we could help you. Good luck in your future ventures. Cheers!
Posted by energylevel, 01-30-2004, 12:03 PM
I have never received an answer regarding the cancellation, the only message I received was one informing me my request would be sent to your account dept if you have one, I have never recieved any confirmation it has been processed. The main issue anyway was my first email I sent to support@ourinternet.us was not answered in 10 HOURS this was a direct email email I sent and nothing to do with trouble ticket sent through H-Sphere which YES I did make an error in how I sent this but you seem to be using this issue to divert the attention away from the fact that you did not answer my email sent in 10 hours, indeed I had to pursue the matter after waiting the 10 hours. I believe you are have had some issues with mail servers too
Posted by bonnmac, 01-30-2004, 08:37 PM
I'm sorry you have had a bad expierence with ourinternet.us. I am not associated with this company except that I have had an account with them for about 6 months now, and have always received replies to my support requests, generally within a couple minutes of sending them. I have also spoken to Jason via telephone. I called and he answered on 2nd ring. We spoke for about an hour & he answered all my questions quickly and with knowledge. George has also answered my support requests quickly and efficiantly. I think the longest I ever waited for an answer was an hour, and that was at 2am. Sometimes for whatever reason a host may take longer then usual to answer a request. I'm not making excuses for them, but I know personally that I've had some trouble getting e-mail lately with the mydoom virus clogging up a lot of mail servers. So this could be the case here also. Although I'm not them, so who knows. Just mentioning that it is a possibility.
Posted by jasontd101, 01-31-2004, 04:00 AM
If a trouble ticket is sent we normally respond in less that 30mins. If you send a regular email it may take longer to get an answer. I am deeply sorry for and inconvenience or frustration this has caused you and whish you nothing but the best in your future ventures. As for mail we have been having a hell of a time these last few days with the doom virus and we are filtering over 70,000 emails a day so mail is a bit backed up. But when you had your account with us we had no mail issues. Again good luck to you and have a nice weekend! PS Accounting will refund your full payment this week. As stated before we were waiting for a responce to your cancellation but you never replied. Sorry for the delay. If you have any other concerns please send me a PM Cheers,
Posted by pmabraham, 01-31-2004, 11:36 AM
Greetings energylevel: OurInternet.us leadership team, which includes, Jason is extremely responsive to the needs of their customers. Jason truly does care about the company, and more importantly the clients. The leadership team is as close to the world, always, accessible if you use the right means (and there are several) to contact them. Jasons comment about 30 minutes is on the high end; when we did work with Jason, you either got a hold of them immediately, or in less than 15 minutes. I dont know the particulars in your case, energylevel, but Im sorry it didnt work out. Thank you.
Posted by energylevel, 01-31-2004, 12:12 PM
You guys are truly annoying !!!
Posted by ricoche, 02-28-2004, 08:55 PM
Hello, In Regards to ourinternet.us. This is not an opinion, but actual experience. 1. I clicked on the live support and nobody was there even though it said we're "online". Although annoying I do understand this sometimes, so I sent a message. 2. It's over 24 hours and no reply. Initial impression.....Support is non-existent. Next!
Posted by jasontd101, 02-29-2004, 01:29 AM
Our online support is 24/7 and phone support is 8am to 8pm est. I am sorry you did not get someone on the chat. Maybe there was a connectivity problem, did you leave a message after no one answered? Also please let me know the trouble ticket number so I can find out why it was not answered. I can not find any unanswered tickets in the queue. Thank you
Posted by MyLabuan, 02-29-2004, 08:34 AM
Yess..agreed I'm also have a bad experience with their Live Support.. 1. I chat with sales people and ask a few question and suddenly he/she simply cut-of the connection without answer my question and from there I know this company it's not interested to get new potential client....
Posted by jasontd101, 02-29-2004, 01:14 PM
Again sounds like a connection issue. Did you leave a message as support would not just cut you off, did you loose the connection or did they tell you good bye before you were done with your questions? Also what was the name you used so I can check the chat transcripts?
Posted by Rockerhard, 02-29-2004, 01:29 PM
I am really impressed with the way Jason is handling this situation, in a very helpful and professional manner. Actually, you guys are. Have you yet to send Jason the ticket number or name you used so he can get to the bottom of this? Like he said, it could be something as simple as a connection issue, and if so, not worthy of trashing a company for that. It could also maybe be a unhelpful tech. If so, it appears that he wants to know about it so support can be improved. But he needs the info he requested, so give it to him.
Posted by ricoche, 02-29-2004, 10:02 PM
When I sent my support request, I sent it twice. One as a reply to the live support system and the second to the contact email. I always send two in this situation because I know this can sometimes happen. I am not bashing this company, rather I don't understand why I have to do all the work such as PM, find my ticket number, or resubmit several times before their system gets it right. In my opinion, everything worked as it should. I have used the software they use before and everything did work. They just didn't respond. I know if I had this problem, the software would be out the door and I'd opt for a new one, which in fact I just purchased from Stardevelop called live helper. Very good program and it will not give you these headaches or give customers a bad first impression about one's company. Again, I am not bashing anyone's company except perhaps for the live help script they are using. First impressions are important and I'm sorry, but I was really turned off by this experience. Two days ago I needed a Windows reseller plan and still do. I'll keep looking. Thanks.
Posted by jasontd101, 02-29-2004, 10:23 PM
Are you a client of ours? If not why did you send an email to support? Support is for client's support with problems with their account, if you are looking for an account I would recommend contacting sales. Also if you are a client please again send me the TT # so I can see why it was not answered. I also see you are in Japan this could account for the poor connection with live chat. Again I am sorry for any inconveniences this has caused you.
Posted by pii, 03-01-2004, 04:45 PM
I have to say that this is a very timely thread for me. I am considering ourinternet and another company to move my hosting, this process is such a hustle! ourinternet looks better at the moment, though this thread and my own experience with unanswerd pre-sale emails does not fill me with warm and fuzy feeling about them. I was able to reach them on the support chat and get my questions answerd today, so I think I will give them a try after all. On the other hand, I am on the West Coast and often need help late and on weekends, so effecient email support is helpful. I hope Jason and the crew sorts this out, I do not want to start looking for another place to host next month. Honestly, I do not know how anyone can have a perfect suppost at a reasonable price, and wish never to have to know. This is what I pay for, after all -- support, not them "having a life" (like I did with my previous host). I hope never to need it, but when I do, it has to be helpful, quick and answer through all the available to me channels.
Posted by jasontd101, 03-01-2004, 05:04 PM
We are here for you 24/7/365. Please send me a PM or an email to sales on any questions you have. One you are a client you cans end in a trouble ticket from your account and support will get back with you. Thank you,
Posted by pii, 03-01-2004, 05:13 PM
Thanks, Jason. You certainly take this forum seriously. Let's hope your service reasures me in the future and I never feel like energylevel about your company... Cheers!
Posted by DMG, 03-09-2004, 10:09 AM
They do reply to your emails quickly but I have a problem with ourinternet quite often. It is a problem worry about where your site is working or not. To be sure it is working you will have to check it every hour or so.
Posted by jasontd101, 03-15-2004, 08:18 PM
Yes we had an issue with one of our linux servers over the weekend 2 weeks ago. We have fixed the problem and the server is stable now.
Posted by DMG, 03-18-2004, 10:11 AM
I am sorry to here about the server outage. I posted a message here on the 3/9 it is 3/18 I am down today and it has been down 4 times I know of between the two dates.
Posted by jasontd101, 03-18-2004, 11:42 AM
Server has not bee down at all. What is the domain so we can check it up. If you are not comfortable sending it in this post PM it to me. Thank you,
Posted by rsbco, 07-09-2004, 04:24 PM
I joined ourinternet.us few days ago . But I dont know why they dont my answer suport ticket , I also asked them to resolve my problem with thier live help and the operator ( Dolly ) said me I wll get replay shortly but I didnt get any replay after 9 hours . When I tried to contact them with their toll free number they just hunged up
Posted by jasontd101, 07-10-2004, 01:00 AM
Support does not hang up on people "come on"! Also George sent you info on helping you personally. Also I checked your TTs and here is what I found 4 TTs. Which were all aswered in a timely manner. I am a little shocked at your post but please PM me if there is anything I can do personally to make your experience with Our Internet better. Have a nice weekend,
Posted by rsbco, 07-12-2004, 07:41 PM
Im sure I mistake about your customer support or maybe you where too bussy at day which I post it . Now I see you aswering all of my TTs, at right time . Thank you verymuch sirs & I hope you countinue this way