Garth Penglase

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  1. 18 votes
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    5 comments  ·  Service Improvement » Wordpress  ·  Flag idea as inappropriate…  ·  Admin →
    Garth Penglase commented  · 

    ps. we shouldn't be having to tell you about this stuff - you are creating your own support issues.

    surely you realise that half of your "my plugin isn't working" support issues after migration would be related to this?

    Garth Penglase commented  · 

    This still hasn't been addressed. It screws with certain premium plugins.

    Along with the initial one that your migration team did for me, it still requires a follow up search and replace on all migrated sites using your migration plugin.

    Why don't you tell Blogvault to give Delicious Brains a call and license their Better Search Replace plugin tech. Problem solved.

  2. 82 votes
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    22 comments  ·  Service Improvement » General  ·  Flag idea as inappropriate…  ·  Admin →
    Garth Penglase commented  · 

    ps. and not one of my tickets has been followed up without me chasing it via a chat call...

    Garth Penglase supported this idea  · 
    Garth Penglase commented  · 

    Yes, I am new to Cloudways. This is precisely what I have experienced from the very beginning. Half the time the answers aren't relevant or a so basic that it is pathetic. To have to spend 30 minutes+ (including waiting time) replying to standard responses which are generally covered by my initial request, is frustrating to say the least.

    Get rid of the multiple ticket handling at a time nonsense. Maybe that is appropriate we are slow in responding, but for the rest of us who are waiting eagerly on chat to get the issue resolved it is just so annoying.

    Frankly, if it weren't for a senior support technician who jumps into help me out when I have an issue (because he knows I am not going to be wasting *his* time and that I've covered all the usual options before bothering to initiate a chat) I would have given up in the first month - because the migration team were unable to get permission settings right on the server, and 3 low level support people change max input timeout settings, and the console that we have doesn't actually change them.

    I feel that I know more than 90% of the support people about - that shouldn't be the case. I suspect I am not the only one who feels this way.

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