Another bump for PlatinumServerManagement

Portal Home > Knowledgebase > Articles Database > Another bump for PlatinumServerManagement

Posted by baz88, 10-02-2007, 12:46 AM
Been with them for over a year now, and they are unbelievable. Imo, if you have a knock against them, you similar to the type of members I have on one of my sites. You pay a very little monthly fee, and expect the world. And when one little thing goes wrong, you flip out like you are paying $500 a month. But sure enough, they pretty much deliver the world for you anyways. Everything is responded to immediately. I'm talking even Friday night, 1am. Holidays, etc. They've probably done stuff for me that isn't even included in their services. Work with me in crap situations like when LT shuts my server down for some BS reason, and will only open it back up to fix the 'problem'... and I'm on vacation! Example from PSM when my internet access was limted: "It's been 45 minutes and I have been trying every few minutes, I still cannot connect. Please let me know so I can check rightaway". How great is that. Thank you PSM
Posted by ServerManagement, 10-02-2007, 03:21 AM
Thanks for the compliments! As you can tell, we always try to go above and beyond what's included in our service whenever possible.
Posted by manindarkjp, 10-02-2007, 01:52 PM
For me, I had a bad experience with them. I sent them an email (sales) and I still have not received any response for 4 days. I just want to ask them about installing 3rd party scripts. I re-sent them another email about an hour ago and see what is going on.
Posted by ServerManagement, 10-02-2007, 02:23 PM
You never used our service so there's no way you could have a bad experience with us. Sales inquiries are not handled by technicians, therefore are no reflection of our support service. The Sales department is available during traditional business hours only, Mon - Fri, 9AM - 5PM EDT. All Sales emails are responded to within 24 hours at most. If you do not receive a response from us within 24 hours, then we did not get your email or you did not get our response. Please resend it from a different email address, or use another one of our many alternate methods to contact us. I don't know who you are but there are absolutely no unanswered emails from 4 days ago, there's not even any unanswered emails from today! Again, you never used our service so there's no way you could have a bad experience with us. Even if you did not get an answer to your pre-sales email, that still does not constitute a "bad experience" with a company.
Posted by sirius, 10-02-2007, 03:04 PM
Of course he could have had a bad experience with you. He sent an e-mail to sales 4 days ago and has not had a response to it. That's bad service as far as he's concerned. If I walked in to the showroom of my local car dealer and was ignored, I'd consider that bad service. You may have responded and it ended up in his junk folder. His message may not have ever made it to you. Rather than attacking his choice of words, why not try and help the guy out and clear up his bad experience? Sirius
Posted by ServerManagement, 10-02-2007, 03:15 PM
I agree with you, and that's exactly my point, so why is he jumping the gun posting here telling everyone on WHT how bad of an experience he had with us just because we didn't receive his pre-sales email or he didn't receive our pre-sales reply? Why not start off by saying "I sent you a pre-sales email 4 days ago, have you received it?" instead of starting off right away saying "I had a bad experience with them for not answering my pre-sales email"? We work very hard to make sure all emails are answered asap, and within 24 hours at most guaranteed. Comments like his hurt a company's reputation for no reason at all. We did absolutely nothing wrong and are still getting bad feedback! I'm sorry but I just don't see this as being fair to us. How would anyone like to see someone post saying they had a "bad experience" with their company simply because they didn't answer a pre-sales email, and especially when the email was never received in the first place? Last edited by ServerManagement; 10-02-2007 at 03:20 PM.
Posted by sirius, 10-02-2007, 03:19 PM
I dont think he is jumping the gun - I think he's sharing what experience he has had thus far. He's sent an e-mail and it wasnt responded to (for whichever of the many reasons that this could happen...) and he even went on to say that he is going to try again. As a business owner, I would hope you would jump on the opprotunity to respond to a potential customer and see where the break down lies. Your post comes off (perception) as extremely defensive and if I was in his shoes, I'd probably choose not to do business with you (too late, I'm already a customer ) because of that response. His post may not be fair - but it is what is is. He's had a bad experience - now's your chance to get in touch with him and find out where that broke down and make it better. Sirius
Posted by manindarkjp, 10-02-2007, 03:21 PM
Hello, I am, as a customer who are looking a good service. I have the right to ask before using money to pay service that I need. What do you think EXPERIENCE mean? I am very disappointed the way you reply. You are NOT pro. I used a lot of service, but this is the first time I got answer like this.
Posted by manindarkjp, 10-02-2007, 03:24 PM
No, before replying this thread, I have checked my mail box, even bulk mail box. I use gmail and it is not difficult to find email from them. But it was not there.
Posted by sirius, 10-02-2007, 03:27 PM
Give them a chance to resolve your issue. I, too, am a bit disappointed by the response here, but I think overall you'll be happy with the services they provide. Everyone gets to have a bad day... Sirius
Posted by ServerManagement, 10-02-2007, 03:36 PM
Yes, my response was defensive, because we were accused of something we did not do. He said we did not answer his email in over 4 days, which is a very serious accusation, and it is not true. In my opinion, I felt I had every right to be defensive in response. I agree that other companies may sugarcoat their reply in a situation like this, but on the inside they will feel the exact same way. We're being honest and straight forward about this. Nobody likes to be accused of something they did not do, and especially nobody likes to see public negative feedback for something they did not do. When someone accuses someone of something they didn't do wrong, it's only human nature to be defensive. True, he felt like posting bad feedback for no good reason at all and that's his choice, but that doesn't mean it is right nor should it be condoned here as an acceptable action. Those are the key words "you'll be happy with the services we provide" Last edited by ServerManagement; 10-02-2007 at 03:41 PM.
Posted by sirius, 10-02-2007, 03:41 PM
Wow. I'm at a loss here, especially as a customer of yours. I hope you can come back to this thread in a few days, take a look at it and see where you could have approached this differently. Best of luck. Sirius
Posted by jshtoch, 10-02-2007, 04:24 PM
I really don't see anything wrong with what PSM said or did. I can assure you that if I came across a post where someone is saying something bad about me (when it isn't even true), I would be just as disturbed by it. Sirius, you are looking at it from a customer prespective, and I can see your point as I'm sure PSM does too, but also look at it from a business owners perspective, and I can see PSM's frustration even if you don't agree with how they replied. Nobody knows exactly what happened to the email, so nobody should automatically be taking his side. We all know how unreliable email can be, so the logical and sensible "first" assumption would be that they may not have got the email, not that they ignored it for days. I've never seen another post on wht saying that PSM didn't answer their email, so this should just be another hint to him that most likely they didn't get his email. I've been with PSM for a while and they've always been helpful and fast to respond no matter what time of day or day of week. Like the baz88 said, PSM does whatever they can to help even if it's not part of their service. They even answer my stupid questions like what helpdesk script do they recommend. This is not part of their service yet they still take the time to give me a quality reply.
Posted by manindarkjp, 10-02-2007, 05:38 PM
SM, I did NOT say over 4 days. Exactly, It is 4th days. http://img220.imageshack.us/img220/7...nter002nw9.jpg Why do I have to tell a lie? I just want to say the experience I had. I have the right to do that. Furthemore, You are the guy who only do love good reviews about your service and if there is any bad reviews, you immediately come in upon by saying that you work hard, you try to answer as soon as possible...why don't you accept the truth? By the way, I used to want to use your service. But after this, I don't want to use yours any more.
Posted by ServerManagement, 10-02-2007, 05:54 PM
I didn't expect this to turn into such a fiasco, and I'm sorry that it did. I believe you sent it, I never doubted that once. I am only saying we did not receive it. I searched again and still don't see it, may be the email filters lost it, I don't know. Our contact information page even says if you don't get a response within 24 hours, to send it from another address for this exact same reason. I just think it would've been more fair to ask first, before accusing us of not answering you for 4 days, that's all. I apologize if I sounded defensive, but please understand how it is to be accused of something you did not do, and how it is to get bad feedback for something that is not your fault.
Posted by marisc, 10-02-2007, 06:23 PM
How can you have a bad experience with a company that you never used and never even spoke to? If I sent an email to Bill Gates and he didn't reply, does that in and of itself mean I had a bad experience with Bill Gates? That's the most ridiculous thing I've ever heard. manindarkjp, you may not want to use them now based on this thread, and that's fine, I'm sure they won't miss a customer like you, but you are the one that is going to be missing out. There's only 4 other people replying to this thread, and all so far say they are satisfied with PSM. You are the one and only one here who has an issue and you never even tried their service yet lol. So the way I look at it, is that you are the one missing out, not them. This also goes to show you that you can get bad feedback even when you do nothing wrong. I love WHT, I really do, but I think things like this should be cleaned up. Unless you have proof that PSM received your email plus proof that they did not reply, then there is no reason why this should be allowed. All it does is open the doors to people making up frivilous complaints hurting companies and WHT doing nothing about. These types of posts devalue and clutter up good threads, waste peoples time, go off topic, and just give people the wrong and inaccurate impression. The OP started this thread to give his feedback on an "actual" experience with PSM, and now you've cluttered it up complaining all because you didn't get a reply to your sales questions. So someone looking for "actual" experiences is going to have to waste their time reading through the rest of this. I'm completely satisfied with PSM, an that's based on my "actual" experience of using their service Last edited by marisc; 10-02-2007 at 06:35 PM.
Posted by eclouds, 10-02-2007, 07:17 PM
I have heard good things about them from a few of our clients. So far I cannot see anything that makes them look unprofessional. Keep up the good job.
Posted by Frimon86, 10-02-2007, 11:33 PM
I think PlatinumServerManagement has done a fantastic job and their techs are right on the ball. They fix everything for me and they have done an excellent job for me and my clients If you have a problem with them I'd suggest speaking to them personally, send them a phone call and talk to them about it rather than expressing your anger on a forum when it can be simply resolved if you take the time to try to contact them and explain the issue.
Posted by Sabre_Globe, 10-03-2007, 10:10 PM
manindarkjp, give them a try. I can promise you that you will not regrett it. They will do almost everything for you. I have been with them almost a year now and I'm very very satisfied. They respond to tickets and solve the problems faster then my host. I have already a fully managed box, but still I'm using psm services.
Posted by James Daniels, 10-04-2007, 05:18 AM
I see more and more people become emotionally involved with a company. I think people need to understand that this is all business. Replies should not be sugar coated and both parties need to be upfront and blunt about things. At the end of the day, businesses (regardless of what some say) do this to make money, and you want service. Not a friend, but strictly a business relationship.Emotions and feelings should be kept out of it..I applaud PSM for being upfront, blunt and defensive about the issue. Sugar coating replies will only result in ambiguities and failure in the future should one "offend" the other party.
Posted by LayeredZoneHosting, 10-04-2007, 10:22 PM
I feel their response was completely inappropriate. A more professional response should have been provided, especially from a large company such as PSM. Regardless of a friend or a business partner, they need to be customer friendly in their response, not drive a potential customer away by responding unprofessionally. Thanks
Posted by Frimon86, 10-08-2007, 02:40 PM
Its defending a company send, if you had a custom that went on a forum in which you are very popular in and took a trash at tarnishing your companys name, would you act kindly? No, you'd set out the truth especially if the client gave false information.
Posted by LayeredZoneHosting, 10-10-2007, 03:56 PM
Yes, but there's many ways of setting out the truth. Should've been done in a more friendly and professional manner. Thanks
Posted by crayonhost, 10-11-2007, 11:51 PM
I have all but praises for PSM, and I am a graduate student in Tokyo Japan..and a big fan of their services! I even plan to write a business thesis about them.. I mean,, how can they be so pro, but charge so little.. and still remain profitable??? isnt it a... miracle?? hope they stay for ever.. thanks

Add to Favourites Print this Article