SEO

Hello,

Do you allow discussing VBSEO Support Quality? Or what is the process if someone is completely dissatisfy with the level and kind of response one get from vbSEO support ?

Regards,

Hi Basit,

We welcome all constructive feedback, positive or negative. It's what helps us continually improve our services to our customers.

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Ace Shattock / Crawlability Inc.
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Hi Ace,

Thank you and I am pleased you welcome constructive feedback, I hope I kept it constructive along with putting forward some facts.

Support ticket 10269 opened on 07-27-2008, 12:32 PM with every single information needed re: an issue which as show stopper as server was crashing and site was taking a very long time to open a simple thread page. Whole problem explained in every detail in ticket.

At 07-27-2008, 11:23 PM (after how many hours?) I get attention of first VBSE support staff (and that was after sending a PM). I wasn't asked for any new information but a simple query i.e., if RAM is 16GB or not.

07-27-2008, 11:28 PM (only after 5 mins) I responded back along with additional information explaining how badly this problem is effecting my site, visitors, income etcs.,

07-28-2008, 12:10 AM I was told by same Support staff member that another person will look at it and an Alert is being raised by him in VBSEO staff forum.


07-28-2008, 12:36 AM (after how many hours?) I finally get attention of man for job, and he advised me I need to check load with VBSEO on and VBSEO off.

07-28-2008, 12:41 AM (only after 4 mins) I responded and explained I already tested it and load shoots up soon I enable VBSEO, and asked him if he still wants me to do it, as it was a non-peak time when I get that response.

07-28-2008, 02:01 AM I also gave VBSEO support staff with Administrator ID & Password of the forum.

07-28-2008, 02:19 AM I also provided screenshots of server load with and without VBSEO enabled.

07-28-2008, 12:16 PM (as 10 hours passed without a response s) I did another series of testing with and without VBSEO enabled and provided results all results shown soon I enable vBSEO server load shoots up and server start crashing.

07-28-2008, 01:13 PM I continue doing testing of server with and without VBSEO and posted results on VBSEO Support system again and again, without any support what so ever. Was I told to do this is to prove that I AM TELLING IS TRUTH ?

I didn't get any response from VBSEO Support person for 24 hours That is the level of support I got from VBSEO Support team. I ended up doing following extreme actions.

a. I terminated a dozen sites today from server with only static pages or one instance of wordpress installed.
b. disabled another forum with VBSEO on,
c. Un-installed approx a dozen add-ons
d. Disabled several features from vBulletin,
e. Spent over 12 hours searching and implementing VBSEO & vBulletin optimization and disabling features to keep load under control.
f. Closed a whole vBulletin forum (www.urdupoet.net/forum) with vBSEO.
d. Paid Server Optimization People (totalServerSolutions.com) to investigate and optimize the server (that process started on 27/28th).

07-29-2008, 12:54 AM (Finally after 2 days of ticket start time with a verdict?). That the support person monitored the server load and it didn't exceeded 2.3.

Obviously it was because I deleted all other sites from the server, and un-installed several Add-ons and reduce functionality of VBSEO & VB to keep one forum with vbseo alive on a state of the art server with following specifications.

It will (hopefully) work, if that is the definition of VBSEO SUPPORT, call it something else but not support.

In 48 hours I get not a single word of advise, I can define as support, I was told again and again to do things which I already did, and at the end I ended up wasting my time on VBSEO support which I refreshed if not more over 100 times in these 48 hours with a hopeless hope of getting support and what I get at the end, same old story, server wasn't crashing because of VBSEO, and thats where VBSEO Support spent all its energy (too little I must say or too lazy or incompetent or ???). I short I have lost all my faith in VBSEO support still have faith in the product, but at a big cost on server bills end.

Now I would appreciate to hear from VBSEO staff and how they justify this incident, and any justification or cover ups. Obviously the response I will get will explain overall mentality and culture and worth of VBSEO as an organization.

Regards,
Basit

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I forget to mention I have to send at least 3 PMs to get some attention to support ticket. And two of those 3 PMs were sent to support staff when I didn't get response for over 10 hours.

I was just looking at my previous support request and interestingly find out similar trend when it comes to server optimization for VBSEO or Server Crashing issues.

Ticket 6764 dated 01-20-2008, 05:25 PM

No need to mention I never get a response from VBSEO Support team on that ticket at the end, there were few which blamed server configuration but without a solution to the problem.

My last reply on above ticket never get answered.

In short ever ticket (2 in total) I raised under Category: Support - Server Load I never gets any thing I can call Support and ended up spending money either on external consultants or to buy bigger and bigger box to run VBSEO on it.

Basit, did you by chance have any PHP caching system (xcache, APC, eAcelerator, etc.) installed/running?

Hi Bernard,

This is type of question / suggestion I was expecting from VBSEO support staff whom I provided a lot of information about server.

I do have eAcelerator installed.


Thanks,

Hi Basit,

We do appreciate your feedback, and I speak on behalf of the entire vBSEO Total Support Team when I apologize for any inconvenience you experienced during your support request.

We have multiple members of the support team operating in different timezones and in different support languages in order to speed up support ticket assistance. However, at this time we are targeting a 24 hour turnaround time on all support requests.

In your particular case, the ticket was related to a strange performance issue, specifically that your server seems to be powerful enough to handle your forum + vBSEO and other sites, yet was experiencing issues. These types of tickets may take more time to resolve. As you noted, staff did create an internal thread for the team to assist each other in pinpointing possible sources of error.

This takes additional time, as the team must await feedback from each other before proceeding.

Please be aware that we do take this seriously, and we are looking at taking action to create better screen questions to help pinpoint server configuration errors, as well as to potentially add a team member dedicated to dealing with server configuration issues.

We are also planning on moving to a new support software which we fully expect to significantly improve the overall support experience our customers receive.

__________________
Joe Ward / Crawlability Inc.
Support Team Launches New DeskPro Powered Tool Enhanced Support at Your Service

vBSEO 3.2.0 Launched - Maximum Overdrive for Your Web Traffic! Over 100 Instant SEO Optimizations

6X Traffic - $1400 in One Day with vBSEO! Imagine What the vBSEO Patent Pending Technology Can Do For You.

Hi Joe,

Thank you very much for a very positive and open reply. I do understand VBSEO's resource limitation. I don't want to stretch on this issue any longer my whole point behind this thread was to bring it VBSEO notice so weak areas get attention and can be improved in near future.

Just last thing do I expect any serious look at server to enable me run my other sites and another vBSEO forum or you suggest I assume above support ticket 10269 closed ?

Note: Feel free to remove this thread if you think it will leave a -ve impact on sales/marketing.

Regards,
Basit

It seems to me that they were as responsive as possible.

I don't know how you check on the eAccelerator cache performance (I'm using xcache which has a nice admin stats page with real time info on cache usage), but you might want to make sure the cache is configured correctly for your server load.

Your server sounds about 10x more powerful than the VPS I'm currently using and I'm running 4 vB forums (3 of which have vBSEO on them) in addition to several other sites using various PHP based scripts. I've had to set the xcache cache size to 160MB for PHP caching so that it will run without 'out of memory' errors.

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I'm using vbSEO for my epilepsy forum.

If we never received any critical feedback, we would have no way to approve. So in a way, even complaints are a positive occurrence here. We will leave the thread in tact to help motivate us to do better, but also to maintain our policy of openness in the community. If we get a complaint, it stays as a permanent record, just as a testimonial of how great vBSEO performed and delivered traffic!

Let's try a fresh start. Please open a new ticket. You can reference a link back to the original thread. Please re-state the problem in clear detail and also what any other steps you have taken on your own, plus anything the server optimization team you hired did.

The team will do their best to provide additional suggestions. Hopefully, we can zero in on something. Sometimes there might be some obscure misconfiguration that takes a while before someone finds it. Definitely frustrating when it comes to server configuration in general.

You were able to reduce performance issues. Please state in the ticket which of the changes you did resulted in the improvement, if you were able to pinpoint one. That will, of course, be helpful as well.

I'll alert the team that you'll be opening a new ticket and still need assistance.

__________________
Joe Ward / Crawlability Inc.
Support Team Launches New DeskPro Powered Tool Enhanced Support at Your Service

vBSEO 3.2.0 Launched - Maximum Overdrive for Your Web Traffic! Over 100 Instant SEO Optimizations

6X Traffic - $1400 in One Day with vBSEO! Imagine What the vBSEO Patent Pending Technology Can Do For You.

Thanks for making me smile

Thank you very much Bernard, I sure will investigate this further and see if x cache can me implemented or any other changes can be done to improve server performance with VSEO.

Regards,

Thank you, Give me a day to sort out some domestic issues first, I sure will raise a new ticket and would appreciate a serious review of server configuration with VBSEO and even willing to pay for that but would like to see some basic vB features enabled along with others sites back to this server.

Regards,