slow site transfer

[rhiorns]

Well, not so much slow as not moving at all. I have been waiting five days for site transfer to h9. I have been told each day that my transfer would be completed by the following day. The last response from h9 to my transfer ticket (id: UKD-345516) stated: "Okay, the new IP, I'll work on that now." That was 3 days ago. Nothing has been done regarding this transfer.
I have spent probably 5 hours total in the last few days to h9 support on the phone, and on live chat, all to no avail. I have been told 4 times by (presumably) 4 different people at hostnine that the transfer would be completed "sometime today" or "sometime tomorrow".
I have encountered extremely rude support staff both in live chat and on the phone during this period: 2 days ago on live chat I was told that Joshua, the transfer guy,
was sick. i asked if there was anyone else who could do transfer, and if so why weren't they doing so. he didn't answer me, in fact, he closed the chat session... Twice! I kept the transcripts if anybody's interested.
2 nights ago (approx. 2 am pacific time August 31st) I called support and explained my situation, the guy said " I don't care", and, "what the hell do you want me to do? "...(indecipherable) ..your freaking website". I asked for his name and he kindly informed me that I didn't need to know his name and yelled "this is over" before hanging up. All I had asked him is why my website had not yet been transferred.
I called again the following day and spoke to somebody else (I think. No names given) who was very courteous and apologized for delay in transfer. He said that he would contact his boss and told me that my site would be transferred in the next couple of hours. (That was 24 hours ago, still nothing)
I have another account with h9 for my own website and have had no problems at all, transfer was done in good time and professionally. (I think it was Travis who did that transfer) so I recommended h9 to my client. (I'm the webmaster of clients site)
I'm losing money over this. The site should have been back online after 24-72 hours according to hostnine's own blurb. It's been offline for 5 days and looks like ending up being at least a week judging by the most recent response by live chat's Nick, he said:Nick: "but this is a holidy weekend, so idk how many people took time off to be with their families and such."
I also have ticket open for domain transfer which is being ignored too.

Please understand transfers take 24-72 hours and this is something we do for FREE. The reason your transfer was delayed was because you gave us the wrong IP address to your old host which is not our fault.

[kobra]

Hate to be controversial here but H9 might need to change their sales claims on their site if what Ben is saying is factual as it can not be both-(Emphasis Mine)
Unless you mean to say in up to 4320 minutes

Originally Posted by H9 Web Page

Need Help Moving?
If you'd like us to move websites located elsewhere over to HostNine, just ask.
We'll have it taken care of in minutes!

URL to this:
http://www.hostnine.com/web-hosting/#

That is the case when the old hosting company isn't trying to make it impossible for you to move your website.

[vedahost]

Originally Posted by rhiorns

...the guy said " I don't care", and, "what the hell do you want me to do? "...(indecipherable) ..your freaking website". I asked for his name and he kindly informed me that I didn't need to know his name and yelled "this is over" before hanging up....

Wow. That is so completely different from any experience I've had with H9 support.

Not to make light of your experience or to justify that kind of response from an H9 staff member ....but it was mentioned in an RC thread that H9Ben was down with the flu. I'm wondering if a few other people in the office has caught it and are feeling especially grumpy or stressed this week.

On the other hand (and I know most won't agree with this) - I think that "The Customer is Always Right" is a flawed business concept which has only created unrealistic expectations in the customer service world today.

I don't feel it is acceptable for us, as customers, to be verbally abusive or rude and expect the person on the receiving end to take it with a smile. Even if my complaint is justified....should I decide to make it an 'emotional' argument as opposed to a 'professional' one...then I shouldn't be surprised when I'm responded to in kind.

I try to adopt this attitude when dealing with any kind of support person - no matter how angry I am. Yes, I'm paying them for their service....but are they being paid enough to be treated like garbage?

I don't know if you were actually being rude or abusive. If not, then I agree his response to you was entirely out of line. But if you were (even if your argument was valid) ... then his response to you makes more sense. Not right or ok....just more understandable from a human point of view.

I would like to state

"...the guy said " I don't care", and, "what the hell do you want me to do? "...(indecipherable) ..your freaking website". I asked for his name and he kindly informed me that I didn't need to know his name and yelled "this is over" before hanging up...."

Is complete fabrication. There is no sign of that what so ever in the phone logs or ticket system of anything of that matter being said by ANY HostNine employee. We always hire the best of the best and no one here even has it in them to talk to anyone like that.

I mean come on, if we treated people like that we wouldn't be in business.

[vedahost]

Originally Posted by rhiorns

It's been offline for 5 days and looks like ending up being at least a week judging by the most recent response by live chat's Nick

I'm not sure what your personal circumstance was...but it seems like it would have made more sense to hold off on updating your domain nameservers until after the site transfer was complete. This would have ensured little or no downtime.

[rhiorns]

Originally Posted by H9Ben

I would like to state

"...the guy said " I don't care", and, "what the hell do you want me to do? "...(indecipherable) ..your freaking website". I asked for his name and he kindly informed me that I didn't need to know his name and yelled "this is over" before hanging up...."

Is complete fabrication. There is no sign of that what so ever in the phone logs or ticket system of anything of that matter being said by ANY HostNine employee. We always hire the best of the best and no one here even has it in them to talk to anyone like that.

I mean come on, if we treated people like that we wouldn't be in business.

Firstly, I recorded the phone conversation. I just listened to it again. The only difference is that h9 agent yelled, "we're done" and not "this is over" before hanging up. He can also be heard yelling and talking over me throughout most of conversation, causing me to say "whoa! calm down" to him. I have the recording of this.
Secondly 72 hours is not 5 days, it's 3. The issue with the ip is one which I tried to resolve with transfer tech, Joshua, 3 days ago. He would not respond.
I am in the process of moving both of my websites from hostnine. I have never before witnessed such amateur support staff. I saw another thread on this forum where somebody else had been yelled at by a h9 agent over the phone. http://forums.hostnine.com/showthread.php?t=484
The response from h9 was to deny this had happened and to actually bitch about the customer! Accusing him/her of screaming at h9 agent. This is extremely unprofessional in any business and should not be tolerated by any customer.
I have wasted almost a week waiting for hostnine to hold to their promise and provide service for which I paid. I intend to waste no more time or money with this company.

Feel free to forward that recording to ben@hostnine.com as it's not in our Asterisk system at all.

[vedahost]

Originally Posted by rhiorns

I saw another thread on this forum where somebody else had been yelled at by a h9 agent over the phone. http://forums.hostnine.com/showthread.php?t=484
The response from h9 was to deny this had happened and to actually bitch about the customer! Accusing him/her of screaming at h9 agent. This is extremely unprofessional in any business and should not be tolerated by any customer.

I don't think referencing that particular customer issue helped your case at all. By that person's own admission, he all but stalked H9 support by calling over a dozen times repeatedly when he was told, over and over again, to open a support ticket. He came across sounding very unstable and I admire the fact that H9 wouldn't tolerate their employees be subjected to that kind of harassment.