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Posted by Andyc, 04-01-2002, 05:52 PM
Any resellers here use bobcares.com? How are they in their responses to customers? Do they seem very knowledgable and courteous in their replies? I sent an e-mail to them 2 or 3 days ago and never got a response. This kind of worries me. Are there any other companies out there that offer a similar service to bobcares.com? Thanks, Andrew
Posted by just1post, 04-01-2002, 07:03 PM
Does anyone know if you can specify when to forward the emails to bobcares? e.g. in the early hours of the morning, forward all emails to bobcares and in office hours have all emails directed to me? Also, can you get the response emails sent to you because I'd like to know exactly how customers are being treated
Posted by Andyc, 04-01-2002, 11:27 PM
Just1post: That is why I set up Perldesk. That will make it much easier just to have them log into that. Andrew
Posted by 4solutions, 04-01-2002, 11:40 PM
I've never used bobcares, but I've heard that, while they are notoriously slow in answering their sales inquiries, they are very quick to answer support questions. This thread looks like it might answer some of your questions: http://www.webhostingtalk.com/showth...t=bobcares.com Best of Luck, Keith
Posted by Dr Strangelove, 04-05-2002, 09:26 AM
Well, they must have gone out of business - or they will shortly. I sent them 4 emails this week. No reply to any. Even used their support page (hoping for a reply within the promised 6 hours). Nothing there either. Poor attitude to business. Be very careful people! DS
Posted by AcuNett, 04-05-2002, 09:31 AM
Dr Strangeload:
Posted by Andyc, 04-05-2002, 09:44 AM
DrStrangelove: YEah, I sent them an e-mail a week ago. It appears they also need to work on their presales customer service.
Posted by Dr Strangelove, 04-05-2002, 09:45 AM
AcuNUT
Posted by apollo, 04-05-2002, 12:25 PM
write a small email fowarding script that updates your email settings using crontab and make sure your system date is correctly set.. pretty easy btw
Posted by bobcares, 04-06-2002, 07:12 AM
Hi! I think it is best to let you all know what really happened... We had a real nightmare for a week. We have 2 leased lines, an ISDN backup and phone for the worst case if all fails.. Now, for the first time since we started all failed... We were totally cut off from the net... Our only aim was to cater to our present clients at that time. We have many clients who do not even look into the servers and the support aspect because of us. Our ISP was kind enough to let us use their office. So we shifted our servers, file servers and database servers with some computers to our ISP's office and worked from there during this downtime... Our clients had minimal suffering in this time... However, the downside was no sales or other questions were answered by us... Hence this thread.... Another aspect I wanted to say was that we do not gurantee a 6 hour response to sales queries which are sent to us.... Also, we do need to study the client before we can respond to him. It may take time to respond... What we gurantee you is that if we are your support team.... then yours clients would get responses from us within minutes and things would be resolved within 6 hours max... i.e. a total customer satisfaction for your clients... Dr Strangelove... I feel sad when I see you just bashing us when you do not know what really happened. I have just one question to you.... if you were in a situation like ours what would you do... focus on sales or your present clients? For us it has been our clients. It is because of them that we have grown ...... We do not spend anything on marketing or creating a hype. We are what we are only because of our customers and we respect and thank them for it.... Have a great day Regards Amar
Posted by Andyc, 04-06-2002, 09:00 AM
Should we resubmit the sales enqueries?
Posted by bobcares, 04-06-2002, 09:14 AM
Hi Andrew! I do not think I have missed any mails. I just have a back log of 210 mails now. I'm writing replies to all. I'm sorry about the delay. Have a great day regards Amar
Posted by ck, 04-06-2002, 10:04 AM
Hi Everyone, Since Amar has already explained what happened to us, I think its only fair to give them some time to pick up and get everything back in shape. Unfortunate incidents do happen no matter how well prepared one can be. Just my $0.02 worth
Posted by Neo3Net, 04-07-2002, 12:07 AM
Once you get started with them they are great but it does take some time for them to respond to sales questions. However the support is Top Notch never seen any complaints. My 2 Pennies. Thanks
Posted by mpope, 04-09-2002, 03:33 AM
Hey guys! I just thought I'd chime in here... I too was trying to signup with bobcares during the downtime that they experienced. While, it was a little annoying when it happened, I totally understand, and actually would rather have them take care of their current clients then to answer my sales inquiries. Now, I have gotten completely setup with them, and I must say, they are a pleasure to work with! They have been resolving tickets for me for a little over 30 hours now, and their average response time to my tickets thus far has been about 20-25 minutes. Sometimes its even quicker! After the short amount of time that I have been with them, I am very satisfied. I would 100% recommend them to anyone that needs outsourced support.
Posted by rbro, 04-13-2002, 07:11 PM
Well I'm still waiting for over a week now to a sales query. How long does it take to go through that backlog of emails anyway?
Posted by Andyc, 04-13-2002, 09:09 PM
I have waited over two weeks. So be prepared to wait a while longer.
Posted by rbro, 04-13-2002, 09:27 PM
No thanks. Does anyone have any experience with rapidisupport.com? http://www.rapidisupport.com
Posted by webarama, 04-13-2002, 09:58 PM
Quote from rapidsupport.com site - "The reason we can offer such a low cost service is that we have a partnership with a local technical/computing college...... We also provide extra training to college students which is funded by local government." Quote from bobcares.com site - "At Bobcares.com, Support Staff consists of Engineers, experienced in Linux System administration and Network administration, with hands on experience working with servers such as Alabanza and Cpanel" I know which one I'd be using, even if I had to wait a week or two to get a reply to my sales question.
Posted by rbro, 04-13-2002, 10:56 PM
I hear ya, but if they don't reply, then they don't reply. I can't MAKE them take my money.......
Posted by DanielP, 04-13-2002, 11:29 PM
Well, the only reason bobcares can do such rediclously low costs is the fact that they are based out of india, and as well all know, labor costs over there are MUCH lower than in the US, Canada, UK and other modern countries. In my personal opinion I would almost compare that to companies such as disney having a sweat shop somewhere in some 3rd world country making mickey dolls just because they can get cheap labor there and make more profit.
Posted by webarama, 04-13-2002, 11:42 PM
Good point - can't argue with that logic.
Posted by webarama, 04-13-2002, 11:45 PM
There is absolutely no comparison. This is an Indian based company. No-one is forcing them into this position. No-one is being taken advantage of here. It's simply a fact that wages are lower in India, hence they can offer lower pricing.
Posted by DanielP, 04-13-2002, 11:47 PM
Well, I suppose your right, my comparison was off a bit.
Posted by bobcares, 04-14-2002, 12:18 AM
Hi Guys, The costs in all countries vary... While in the US labour is expensive, things like cars, phone etc are dirt cheap.... On the other hand in a place like India the cost of labour may be cheaper but things like leased lines, ISDN, phone etc are very expensive.... We for example prefer to have our servers hosted in the US because if we were to do it in India it would prices us anywhere over $1500 per month for a 2MB bandwith..... I'll give some examples - a pepsi bottle 1.5 litre) is about a dollar. A ticket to a good movie theatre is about 75 cents... This is much lesser than the US. However say a simple phone call to the US for a minute is about $10...... The point is that the world is slowing turning towards a truly global economy... We provide hosting support services for a low cost from India... At the same time I have a client of mine who provides us with my dedicated server. He is based in the US.... Have a great day... Regards Amar P.S. Andy I'm still waiting for your maiI. I had sent a pm to you on WHT requesting you to resend the message as I was not able to find it...... I apologize for the delay.....
Posted by Website Rob, 04-14-2002, 12:55 AM
Being on the receiving end of Support at bobcares.com, I noticed they have a bad habit of closing tickets before "confiming" the problem has been resolved. Anyone else noticed this?
Posted by webarama, 04-14-2002, 12:58 AM
Not sure what ticket system they run, but surely you have the option of re-opening the ticket if the issue is unresolved?
Posted by bobcares, 04-14-2002, 01:27 AM
Hi! I'm really not sure what this means.... Our closing tickets is purely based on the hosting companies policy where you are hosted. If the company says leave the tickets open for a few days or ask for a confirmation again we do it... Perhaps we could inform the hosting company where you are hosted about this point.. It may help the other customers hosted there too.... Have a great day .... Regards Amar
Posted by Website Rob, 04-14-2002, 01:46 AM
Thanks Amar, I shall let them know what you have advised and that they can contact you for more information on this issue. Not being familiar with how services for bobcares.com are obtained/setup, I was curious as to why something like that happens. Although another ticket could be opened (as mentioned above) it is very frustrating to take the time for putting together a proper and informed response -- to a reply from Support -- only to find out the ticket has been closed and problem is not yet solved. And why have more than one ticket number for a problem, when it's not needed? Makes for less confusion all the way all round. Please mark this question "Resolved" and closed.
Posted by jonny b, 04-14-2002, 08:45 AM
lol....dont worry about that...the US is the only place you'll get 2MBit uncontentioned leased line for under $1500...... ( from a Tier 1 ) The rest of the world just aint gonna catch up! Cheers,
Posted by linnemeyer, 04-14-2002, 06:43 PM
I too have sent over 5 emails to bobcares.com and have waited patiently for a response due to their recent problem. I have sent emails thru their contact form as well as direct emails and still no response. Will someone tell me how to get a hold of them because I too am running out of patience. Jeff
Posted by rapidi, 04-18-2002, 05:25 AM
FULL QUOTE FROM OUR SITE The reason we can offer such a low cost service is that we have a partnership with a local technical/computing college and recruitment office, we give all our agents a 6 month contract and salaries are negotiated. We also provide extra training to college students which is funded by local government. Plus understand that any student we take on is required to have a minumum qualifaction of HNC (Higher National Certificate) before they may train with us. All of our engineers are HND qualified (Higher National Diploma) Thanks

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