I got this email from an unknown email appearing as Sonic. Since I DO NOT click on links in emails from those I do not know, (
[email protected] – an email address which has never emailed me before,) it was suspect.
I am not sure who on Sonic's staff wrote this email, but you might want to tell whatever techie wrote this email for you that:
1. they should reduce their techno-speak of terms non-techies do not know (e.g. crons, shell extensions, etc.) into understandable English!
2. think in the mind of a customer getting this - especially a non-techie:
Do I need to do something? Does this affect my email extension or anything to do with my hosted site?
Whoever wrote the email should also be instructed on anticipating questions like this which customers might have! I would also recommend that techie emails should be run by non-techie people prior to being sent out so that the tech terminology can be explained in English. (As a seasoned marketer of many years, this email is indicative of many techies. It is also indicative of being written by someone who does not think in advance of what customers might want to know, be concerned about, etc. I have written emails for many techies at many companies and can tell you that if a communications piece cannot be understood by a 10-year old, and has not thought out questions in the eyes of a customer beforehand, they will fail, as this one has.)
Then I called Sonic tech support and basically got a version of what other companies call tech “support” – (which I have not known Sonic for - until now.) This version of “support” assumes that people want to have their time wasted by digging through forums and wikis. I do not. This is the reason I have gone with and stayed with Sonic for my hosting for years. PLEASE do not sink to the pathetic level of support where one is pawned off to flail on the Internet e.g. forums, wikie's, etc.) to find answers to questions which should have been in an email of this type. This is not what I have come to know and love Sonic for.
I run one company and am launching a startup and as a non-techie the last thing I need is to learn what a shell and a cron are, if this affects me, and how, and how I get support which does not waste my time on forums and wikis I do not understand as a non-techie.
Please advise as a computer hassle is the last thing I need right now. Hearing from a human being offline or by email would be preferable to a tech forum as I do not go to nor wish to.
A very satisfied customer, until now,
Leslie Sheridan