There is no story I like to see better than a story of a business that suddenly implemented their own products to solve a problem and successfully fixed things, made a lot of money, pleased their customers and generally made the world a better place.

I remember reading a great story about Oracle 7 years ago.  Oracle claimed to have saved $1 billion dollars when they implemented their own Oracle systems to run their business. 

I wonder which ranking company officer argued against that implementation!

After my interview the other day about IPower, I came across this press release from Ipower at the beginning of the month.  They talk about IPower offering their own customers a tool or service called RatePoint.. 

What does RatePoint do?

It helps companies capture user reviews locally and from around the internet on their own sites to help show future customers that they offer up something good.  It can also help a company identify problems and get them fixed before they blow up out of control like air purifiers pulling the impurities and imperfection out of the air.  Ultimately, when the process problems are removed, you are ultimately left with a working process and following that  – - – Good Reviews!

Why Doesn’t IPower Use their Own Tool?

So here is the million dollar question.  Why doesn’t IPower use this same tool to fix their own customer service and suport and processes in general?

PHOENIX–(BUSINESS WIRE)–IPOWER, Inc., a leading provider of online services and hosting, today announced the integration of RatePoint, a comprehensive customer feedback and online reputation management platform, into all of its hosting plans.

RatePoint provides small- and medium-sized business with a method of soliciting customer feedback and posting customer ratings on their Web sites. It is now included in every hosting plan that IPOWER offers and is just the first of many new and innovative solutions IPOWER will be rolling out to its customers in 2008.

“We realize our customers need us to be problem solvers—not just a hosting provider,” explained IPOWER CEO Thomas Gorny. “In response to that, we’re going to be integrating more tools that help customers save time, money and worry. RatePoint is one of the first, and it addresses an issue that plagues many small businesses—consumer trust.

“Many consumers are hesitant to buy online from smaller companies, simply because they don’t recognize the name or have any idea about a company’s reputation. RatePoint provides a platform for providing feedback, generating approval ratings and settling disputes. That kind of unbiased, third-party information gives businesses credibility and consumers peace of mind.”

RatePoint allows businesses to manage their online reputation by easily capturing and publishing consumer reviews and feedback directly from their Web sites through the RatePoint site seal. RatePoint verifies actual consumer ratings for authenticity, and businesses then have an opportunity to respond to feedback and publish those reviews online. In addition, a robust suite of tools, including surveys, coupons, e-mails and other communication and marketing tools, plus a Web-based management interface, make it easy for businesses to connect with customers, increase sales and improve consumer confidence.

IPOWER Offers New Customer Feedback and Online Reputation Management Tools

Today, I fielded an interview from a reporter for a Phoenix newspaper that states that they are running an article on IPower.  The article will cover their past problems with customer service and support and discuss the recent changes and upgrades to their new servers and vdeck systems.

One of the issues that I have run into with the new servers, vdeck systems and accounts in general is that I can still not manage all of my accounts under one login.  IPower does not seem to have a team or process in place to cover this issue.  That means when ever I transact any business with IPower they do not see me as a person that has hundreds of accounts with them nor as a person that spends hundreds of dollars with them on a regular basis.  They see me as several hundred customers that individually do a small amount of business with them and all too regularly call in to complain about broken services.

I have not heard from my account manager in almost a year and a half.  I suspect that he has either been promoted or fired.

Maybe he’s driving a box cutter at a local grocery store as a stock boy breaking out toilet paper from carton packs.  That would be about the right speed for an account manager that doesn’t contact a customer for over a year.

Regardless, I will be interested to see how the article reads when it comes out and I will be sure to include a link and some excerpts, especially (vanity check) if they run any quotes from yours truly.

Top 5 Hosting Services » Blog Archive » iPower Customer Chat Session

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Position: Windows System Administrator I-III

Install, configure, maintain, and upgrade Microsoft Windows server operating systems and Web applications. Recognize and troubleshoot problems with server hardware and application software. Document troubleshooting standards and procedures.

Job Description:

1. Windows administrator will monitor all servers for performance problems and stability
2. Administer Web users and hosting accounts
3. Do application installation, configuration, and administration
4. Troubleshoot hardware and software issues
5. Work with Apache and IIS6
6. Willing to stay familiar with new versions of applications used
7. Work with and troubleshoot, but not limited to, the following: SMTP, SNMP, SNTP, POP, FTP, SSL, SSH, HTTP, HTTPS, telnet, SFTP, DNS, RDP, TCP, ICMP, and UDP
8. Use each of the above mentioned as related to the issue at hand
9. Use and maintain zone file for name servers
10. Work with basic applications and their ports: backup, MSSQL, MySQL
11. Work with permissions in Microsoft Server 2003
12. Setup and maintain Open Database Connectivity
13. Work with and troubleshoot FrontPage Extensions
14. Work with and troubleshoot, and diagnose ASP, ASP.NET, PHP, CGI, and Perl languages
15. Document troubles and associated resolutions to problems

Required Skills:

• 2+ years of Microsoft Web Server administration
• Must be able to cover other shifts if needed
• Must be dependable to be at work during assigned shifts
• Must be able to work with a team
• Must have experience with documenting procedures
• Previous use of a web hosting control panel
• Previous use of Plesk 7.5 or later is a plus

We are pretty sure that this position is for the Houston Texas area also.  But if we are wrong, we apologize.  This skill set is a little harder to find, so its possible that it may be available for other areas.  No shifts were specified either, so if the graveyard shift isn’t available, you might not get a chance to use up those Barnes and Noble coupons on audio books, while you are tunneled back in a server room meditating on what the sun used to look like.

For More Information Contact us at Top 5 Hosting

Position: Linux System Administrator I-III

We are looking for talented individuals seeking a career in linux system administration. We currently have openings on day, night, and graveyard shifts in our Houston Texas location. Relocation assistance will be provided to those potential employees that fully meet our required skills and perform the following job description. Please apply with the link above if interested.

Job Description:

1. Providing technical support for Level I-III issues via helpdesk and telephone.
2. Monitoring servers for stability and taking proactive measures to correct issues.
3. Assisting fellow Administrators and Support Representatives with technical support issues
4. Assisting clients in transferring accounts to our servers.
5. Installing, Configuring, and Maintaining services such as Apache,MySQL, and Exim

Required Skills:

• Excellent written and verbal skills in the English language to communicate effectively to clients
• Ability to work with a team and follow instruction from supervisors
• Outstanding customer service skills
• Must be dependable to be at work during assigned shifts
• Advanced knowledge of Cpanel/WHM control panel
• Advanced knowledge of the linux operating system
• Knowledge of bash and perl shell scripting
• Flexible Schedule
• Understanding of PHP and HTML
• Understanding of ASP and JSP helpful
• Ability to multitask and meet specific goals set by supervisors
• Experience with documenting procedures
• Advanced knowledge of Apache
• Advanced knowledge of Exim

Its not rocket science, but if you are good, your skills can make or break a web hosting company.  Its customer interactions in these areas that our experience indicates makes long lasting impressions with customers.  Give someone good advice as a tech rep or like one of those guys pointing you in the right direction at Wal-Mart or Lowes , and they might remember. 

“Its half way down aisle 14 just past the kitchen faucets.  If you hit the mail boxes, you’ve gone too far.”

Fix something they can’t fix themselves and make it look easy and they won’t likely forget.

“I just recovered your entire company website and put it back online.  Now this time, make sure you make and secure a good backup.  “

For More Information Contact us at Top 5 Hosting

Position: PHP/PERL Software Developer

We are looking for Junior PHP/PERL developers who want to work for a fast-paced, growing company at our Houston location. This position will require someone with the abilities and experience in advanced LAMP development along with knowledge of the hosting industry. You will be responsible for the development, debugging and maintenance of advanced web and database applications that are based on current and future industry standards and requirements.

Job Description:

1. Developing server-side and client-side web applications
   ( PHP, PERL, SQL, AJAX, JavaScript )
2. Database application development and database query
3. Support and maintenance of the existing application infrastructure
4. Author documents as required
5. Performs miscellaneous job-related duties as assigned

Required Skills:

• 1+ years of solid professional development using PHP, MySQL, JavaScript and HTML
• Experience with OOP, Software Development Lifecycle Processes, and large scale development projects
• Candidates should be able to provide a portfolio & URL’s of development projects they have worked on
• Understanding of PHP, PERL, SQL and HTML ** Required **
• Understanding of AJAX and JavaScript helpful
• Ability to start projects “from scratch” with blueprints provided
• Ability to communicate effectively, both orally and in writing
• Ability to troubleshoot and debug
• Skill in the use of personal computers and related software applications
• Ability to work productively and efficiently to meet deadlines and quotas
• Attention to detail
• Ability to work in a team environment
• Knowledge of customer service principles, techniques, systems, and standards

That sounds like an excellent job for someone, especially if they are coming out of school recently, or coming off of some serious internship work or experience running their own site.  This could even be a good job for someone looking to work their way through school and will probably pay a far site better than running a check out lane selling medical supplies, working as a bar tender, or even a waitress.

For More Information Contact us at Top 5 Hosting

We are kicking off a new section of our site, where we will feature available jobs with many popular hosting companies.  We can write reviews about them until the sun sets, but what we really want is better service!  So this is just one more way we are going to help in this regards.

Our first Web Hosting Job comes to us from the Houston area!

Position: Technical Support Representative I

We are looking for people who want a career in customer service/technical support and who want to be the best in the webhosting industry. We currently have openings on day, night and graveyard shifts in our Houston, Texas location.

Job Description:

1. Front line support for Chats and Telephone calls
2. Troubleshoot any issues customer is having with his webhosting plan
3. Provides technical support for Level I escalation issues via helpdesk
4. Performs miscellaneous job-related duties as assigned

Required Skills:

• Excellent written and verbal skills in the English language to communicate effectively to clients
• Ability to work with a team and follow instruction from supervisors
• Outstanding customer service skills
• Must be dependable to be at work during assigned shifts
• Knowledge of FTP, DNS, Cpanel and WHM preferred
• Ability to multitask and meet specific goals set by supervisors
• Experience with documenting procedures
• Able to troubleshoot basic webhosting procedures

Now doesn’t that sound like fun!  It sure beats laying tile for a living. 

For More Information Contact us at Top 5 Hosting

Here’s my latest adventure with Ipower.  Chat conversation.  Note it took them a while to answer and the repeating comment came up about every 2-3 minutes.

The long and short of this one is that I host my websites on my own server (leased from InMotion Hosting).  So when I buy/register a domain from IPower, I have to go reset the DNS settings to point towards my inmotion hosting server.

About 1 out of 4 domains I get for myself or for my customers has something that goes wrong with it and I have to contact support to get the password username or something fixed.

Ipower uses TuCows for domain registrations so I have to go there to redirect the domain Name DNS.

So I register with Ipower, Ipower registers with Tucows, I get a hosed up domain from Ipower, figure it out when I can’t log in to Tucows, go back to Ipower to get it fixed, they fix it with Tucows, send it to me, I then repoint the DNS at Tucows to aim at Inmotion hosting and then all is well with the world.

The customer support sessions take a long time though and drive me nuts.

Mostly I get the sense that the chat reps are chatting with about 10-20 other customers at the same time, so when I explain something to them they do not always pay attention.  I feel like they would rather just give me some free advertising pens and hope that I go away so they can get to the multitude of other customers.

 

Thank you for contacting support. We are currently experiencing a network outage at our support location. Please expect a delay in our response as we are currently operating with minimal staffing using our back up lines. The local IT team is working to fix the issue. Please contact us later or continue to hold; we’ll be with you as quickly as we can.We apologize for the inconvenience this may have caused you. Thank you.

We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting.

We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting.

We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting.

We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting.

We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting.

We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting.

We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting.

You are now chatting with ‘Customer Rep’s name withheld’

Customer Rep’s name withheld: Hi Yours Truly . I apologize for the wait time. My name is Customer Rep, how are you today?

Yours Truly: good how about you? I need help with one of my domains

Customer Rep’s name withheld: I’m great, thank you. How can I help you today?

Yours Truly: (fyi Ihave a little under 100 domains with iPower)

Yours Truly: I can not access vdeck nor tucows with GreatNewWebsite.com

Customer Rep’s name withheld: To protect your account from unauthorized changes, can you please verify for me the answer to the Security Question:

Yours Truly: the account info I have is not working

Yours Truly: what’s the security question?

Customer Rep’s name withheld: I have noticed that you have not set the Security Answer in your account. In order to set the Security Question, please follow the steps given below:

Customer Rep’s name withheld: 1. Log into vDeck using the account username and password.

Customer Rep’s name withheld: 2. Click on the link ‘Set Security Question’ under the Account Information section.

Customer Rep’s name withheld: 3. Click the ‘New Profile’ radio button.

Customer Rep’s name withheld: 4. Enter First Name, Last Name, and set the security question and answer.

Customer Rep’s name withheld: 5. Finally click on ‘Save’ button.

Yours Truly: well that’s the thing.

Yours Truly: I can not log in to vdeck because the account information doesn’t work, so I can’t set up a security question either.

Customer Rep’s name withheld: Do you have access to the account Administrative contact e-mail address myemailaddress@something.com?

Yours Truly: hang on the forgotten password thing just came to me. I’m in Vdeck, let me set my security question then we can figure out tucows

Customer Rep’s name withheld: Okay.

Yours Truly: ok, I now have a security question and answer, but need tucows fixed

Customer Rep’s name withheld: What is your mother’s maiden name?

Yours Truly: ********

Customer Rep’s name withheld: Thank you for the authentication.

Yours Truly: np

Customer Rep’s name withheld: Can you please let me know what exactly the issue in the domain is?

Yours Truly: The account information does not work when I attempt to login to https://manage.opensrs.net/

Yours Truly: ergo tucows

Yours Truly: I need to set up the DNS there

Yours Truly: to point to my server

Yours Truly: here’s tucows message

Yours Truly: Error: Invalid username/password combination for heathenology.com. For support regarding heathenology.com, please contact your reseller, iPowerWeb via the following: iPowerWeb, hostmaster@ipowerweb.com 888 511 4678 602-307-5438 (fax) http://IPOWER.com This company may be contacted for domain login/passwords, DNS/Nameserver changes, and general domain support questions.

Yours Truly: This happens on about 30 percent of the domains that I get from Ipower

Yours Truly: before and after the conversion to the new vdeck

Yours Truly: usually it requires you to reset the password at tucows

Customer Rep’s name withheld: In order to change the domain name server information, please follow these steps:

Customer Rep’s name withheld: 1) Go to https://manage.opensrs.net

Customer Rep’s name withheld: 2) Enter the domain name.

Customer Rep’s name withheld: 3) Enter the domain username and password.

Customer Rep’s name withheld: 4) Click on ‘Manage Domain’.

Customer Rep’s name withheld: 5) Click on ‘Manage Name Servers’

Customer Rep’s name withheld: 6) Change the name server information.

Customer Rep’s name withheld: 7) Finally, click on ‘Save Configuration.

Yours Truly: yeah I know all that

Yours Truly: The username and password that Ipower gave me do not work there

Yours Truly: Hence the need for the reset

Customer Rep’s name withheld: Okay.

Yours Truly: let me know what you need next

Customer Rep’s name withheld: Okay.

Customer Rep’s name withheld: I will send the domain login information for the domain so that you can access the domain in https://manage.opensrs.net .

Yours Truly: OK, when can I expect that? (I apologize its a required question)

Customer Rep’s name withheld: Yes.

Customer Rep’s name withheld: I have sent it to YoursTrulyEmail@something.com.

Customer Rep’s name withheld: Can you please check it?

Yours Truly: yep checking now

Customer Rep’s name withheld: Okay.

Yours Truly: got it, checked it and it works. Just to confirm that is only for manage.opensrs.net correct? (Not for vdeck)

Customer Rep’s name withheld: Yes, correct.

Customer Rep’s name withheld: Could you please let us know, if you have contacted us earlier via e-mail with regards to the same issue?

Yours Truly: not in regards to this domain. I have had this same type of problem about 20-30 times over the last couple years with other domains

Yours Truly: Sometimes in addition to the manage.opensrs.net login information not working I have also seen vdeck accounts that were never set up and domains that weren’t actually registered even though I was charged for the transaction successfully, and received the account set up information.

Customer Rep’s name withheld: Can you please provide the domain name so that I can investigate on this?

Yours Truly: just a sec

Yours Truly: http://CustomersWebsite1.net/

Yours Truly: http:// CustomersWebsite1.org/

Yours Truly: http:// CustomersWebsite1.us/

Yours Truly: http:// CustomersWebsite1.biz/

Yours Truly: http:// CustomersWebsite1t.info/

Yours Truly: http:// CustomersWebsite1.org/

Yours Truly: Those were some of the worst and may still be broken

Yours Truly: There were a lot more but it would take me a while to get the list together.

Yours Truly: If you have a way to look back through my old support tickets I’m sure its there somewhere.

Customer Rep’s name withheld: Can you please hold while I look into this for you? I should have some more information regarding your issue in 2-4 minutes.

Yours Truly: sure

There may be a problem communicating with Customer Rep’s name withheld. Please wait while your chat is transferred to another operator.

Website
Canada Web Hosting

Job Description

Canada Web Hosting (CWH) is seeking a Technical Support Specialist. We are proud to offer a friendly work environment where initiative, innovation and extraordinary customer service efforts are encouraged and rewarded.

The ideal candidate will enjoy working with customers on the phone and through a held desk system to solve hosting related technical issues. The candidate must have excellent customer relations skills, a great attitude toward work and have a background in Windows and/or Linux-based IT services. Support desk experience with an ISP or HSP is preferred.

Qualifications:- Self starter that meets deadlines, multi-tasks and sets and achieves measurable goals.- Excellent oral and written communication, interpersonal, document and customer service skills.- Willing to work extra and odd hours to achieve goals.- Diploma in IT Services (or equivalent)- 2+ years of system administration experience with Windows/Linux- Customer service training preferred.

For further details regarding the qualifications and key responsibility areas for this role, please visit the careers section of our website at www.canadawebhosting.com.

CWH offers a competitive annual salary based upon experience level; annual performance and goal based bonus, paid quarterly; standard employee health and dental benefits and more.

How to Apply
Send resume to: careers@canadawebhosting.com

Our sources indicate that this one is still available.  Its Toronto and its in the Web Hosting Industry.  Previous tech support work with a web host or ISP would definitely help secure this job. 

*  Looking for a unique place to mount a TV?  Check out these foot of bed tv lifts.

If you are a web designer or blogger or working on becoming one, you probably have by now set up more than one Firefox or Internet Explorer toolbar on your system.  You may have two or three, but there are a few browser toolbars such as the new toolbar from Yahoo! that can help bring you more traffic and that can also make your site more valuable.

Why do Search Engines Offer Toolbars?

First you have to understand why search engines offer free toolbars in the first place.  They do it for 2 reasons:

1. To help you use their search engines more often
2. To gain information about what you are looking at on the internet even when you are not searching

Now, that second one is the item that can bring you more traffic!

Search engines gain information from a number of areas including things such as analytics code that sit on websites.  Absent analytics code they often rely on free toolbars. 

If a search engine can not see the activity that is taking place on your website because their analytics code is installed on your site, then they can not give you credit for the traffic you receive.  Running your browser with their free toolbar installed however can give them the ability to see what is going on when you view your sites and when your readers view your sites when they have the toolbar installed.

You do not even have to have the Toolbar turned on all the time.  I run toolbars from Google, Yahoo!, Alexa, MSN and 10 other companies.  I usually only have 3-4 running at most at a time.

So give it a try, encourage your readers and visitors to try the toolbar as well.  Let Yahoo! see how popular your site is and this will help you increase your ranking within their search listings. 

Example:  Maybe you run a small business and have a website and a blog where you sell TV stands and tv wall mount fittings.  Offer your visitors and customers a free toolbar or contact us and we can help you set up an unrelated landing page to offer them a free toolbar.  Then when they visit your site or your blog, the search engines will be able to see the traffic successfully landing on your website from the Toolbar gathering metrics.

If your sites importance is invisible to Yahoo! or any search engine, odds are it is not going to rank well at all.  That means fewer referrals from natural search, fewer visitors and readers and less business in general.

So try the tool bar out today and start helping yourself get some more traffic.

Today, I have a nagging bill from one of my favorite hosting companies.  One of my primary websites is on its own separate hosting plan.  I happen to also have server space with this same hosting company where I host a couple dozen sites belonging to myself and my clients.

Now, the single hosting plan is something that I signed up for years ago.  I tend to collect domain names like I collect checking accounts.   My old hosting plan keeps auto renewing each year at the same price that I paid when I signed up.  The rates for the same plan have come down since then, but they keep charging me the historical rates.

I have thought about transferring everything from the server the site sits on and pushing it to my own server to consolidate things and save about $100 per year.

The only thing is that this is not always a good thing to do for Search Engine Optimization purposes.  Search Engines can view sites all sitting on the same server that happen to link to each other as one collectively controlled group and therefore discount the value of the links.

Now, I don’t use the sites to build up links between each other.  They just happen to sit where they sit and they just happen to link where they link, but for some people this is a decision that they must make and a situation they should consider in their strategy.  Consider where you put your sites, how you group them together on servers and under common IP addresses.  You might even consider mixing their placement with multiple hosting companies and in some situations you will want to take a look at hosting your sites or backups in different countries or geographical regions.

There is a time and place for each of these actions and you should review which options are right for you or your clients.

HostGator Coupon Code

HostGator is offering a coupon code: HEART that will provide a 20% discount on a Valentine’s Day special web hosting plan.

HostGator plans typically start off at a rate of $9.95 per month (cheaper if you pay multiple years in advance).  So after a 20% discount you could get a year of hosting at a rate of $7.95 per month.

The bonus, this is to host an unlimited number of websites! 

So you can throw up as many websites and blogs and landing pages as there are Las Vegas hotels in the desert.

That is a pretty good deal, but its only available until March 1, 2008 (Its a Valentine’s Day special).

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