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Problems with Customer Service (We Hope Not)

We often recommend Jumpline as our Web host for new clients. They keep the servers up.  But they also do some pretty lame brained things, like this weekend.  They sent out, this December, a “Fall Newsletter.” (It’s reproduced in full below.)

What the newsletter didn’t say was that they would be taking down their customer service operation—no way to contact them by email or phone—for three days.  You had to follow the links in the newsletter to learn that—and it was probably blocked by many clients’ spam filters in the first place.

As we noted in our Fall Newsletter, we will be updating the current Customer Manager to offer improved features and functionality. This update will take place beginning at 6:00 pm EST on Thursday Dec. 30th and will conclude at 12:00 am EST on Sunday Jan. 2nd.

During this time you will not be able to access your Customer Manager or our online support system. Also during this time, our call center will be closed as we perform maintenance on our phone system. Our call center will re-open Jan. 3rd at 9:00 am EST.

We apologize for any inconvenience that this may cause.
Jumpline.com Customer Service Department

This level of disruption of service, even if it is happening at a very slow time of year, should be telegraphed much more clearly to their clients, and I want to assure our clients that if we had received more notice, we would have shared it with you.  Meanwhile, we’re keeping our fingers crossed for you until the 2nd.

Date: Wed, 1 Dec 2004 19:12:53 -0500
From: theline@jumpline.com
Subject: The Line - Jumpline.com’s Quarterly Newsletter

The Line - Jumpline.com’s Quarterly Newsletter Vol. 1 - Number 1 - Wednesday
December 1, 2004

Jumpline.com is pleased to announce the first edition of The Line, our
quarterly newsletter. The Line will consist of various topics such as Industry
News, Technical Tips and Tricks, Customer Spotlights, Recent Improvements and
Future Enhancements. We hope you will enjoy reading The Line.

To view the first edition of The Line, please go to…
http://jumpline.com/theline/


In addition, we will include interesting Industry News with a response from
Jumpline.com, along with a ‘Must Reads’ section from one of the Co-Founders of
Jumpline.com, Marc Hardgrove.


To participate in our Online Shopping Survey, please go to…
http://jumpline.com/theline/


The ‘Tech Tips and Tricks’ section will give customers information and
features to improve their experience with Jumpline.com. For example, this
month we are informing you of the new version of Miva Merchant 4.23, which
adds more security and features to your existing version. Read on…
http://jumpline.com/theline/tips_tricks.php


In this edition, the ‘Customer Spotlight’ features “The DysFUNKtional Card
Company”. For over 15 years the Dysfunktional Card Company has been creating
and selling an original collection of greeting cards and other merchandise
which reflect a sense of hope, encouragement and perseverance for so many of
the people they touch! Read on…
http://jumpline.com/theline/customer_spotlight.php


Some Recent Improvements:

In October, Jumpline.com completed a VDS hosting platform software upgrade. As
a result of this upgrade, you will notice greater stability for your VDS
account, updated features and for some of you, many new features that were not
previously available, most notably the addition of individual control panels
for each of your email addresses. Read on…
http://jumpline.com/theline/recent_improvements.php


Future Enhancements:

Upon logging into your Customer Manager for the first time after January 1,
2005, you will notice some big changes. We have updated the design to offer a
more easy-to-navigate layout, and also included is a few new features to help
you with the management of your hosting products. Read on…
http://jumpline.com/theline/future_enhancements.php


Please enjoy the first edition of The Line.


Jason Beyke
Director of Customer Relations

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