ChangeIP.com Forums

Having been a very HAPPY myserver.org customer for some time now, I figured I'd try out your dynamic email product.

After 3 (THREE!!!) unanswered messages to support@changeip.com and an unanswered voicemail on your 'technical support' dept mailbox, I finally figured the darn thing out, and my God, it works brilliantly!

Tell you the truth, the customer support nightmare aside, I couldn't be happier with your product. It just works, plain and simple.

BUT...


You must keep customer service as your primary objective if you want to stay afloat. I must say that after the myserver.org merger, customer service has gone south both on the myserver.org end and changeip.com end, and if it wasn't for Sam, who knows if you would ever answer any support questions (Maybe you could hire some USD freshmen to man the email boxes)...

If you can't keep up with the customer support, write up a quick how-to guide and post it.

So, my suggestion is to focus on the customer first, regardless of how great your product might be because there are many changeips and myserver.orgs just waiting to take your customers.



Good luck!

Rick,

I agree. Over the past 2 weeks there has been issues with the integration of the MyServer.org support mailbox and some issues have been coming in blank. When we receive a blank item we don't know who sent it therefore no response. This is something we were made aware of this past few days and are working on a new process. There are many things that need to still be cleaned up and they are coming out. New DDNS console pages, a new DDNS management application, reseller API, help pages, etc ... believe me, I can't wait!

Over 75% of our paying customers come from referrals from other happy customers. This is all because of the support they have been used to from ChangeIP. This is also because we actually post a phone number (toll free) on our site and we answer the phone almost every time. If you receive a voice mail then we get back promptly.

Thanks for being a customer - and yes, we're improving as we speak.

Thanks for the reply Sam.

Wishing you the best in your current and future growth!