Poor Start

[zendal]

Hello,

I hope this one is ok as a testimonial which it intends to be. I have been recently been dragged in to try out hostnine by the clean new website, and the idea of having datacenters in multiple locations and hopefully a more reliable service. As well as this, the option of allowing overselling was quite appealing. I just signed up for a reseller account yesterday. My account was refused due to a location issue, and i was asked to send a copy of my passport, which i did. So far, a little frustrating, but fine, I understand there is some security issues to be taken care of.

I was then asked to login the billing system and pay, which once again i did. To cut a long story short, after several calls and tickets I still cannot access my reseller portal. Ive also noticed Live sales chat to be fast been in responding, however, support phone calls take over 20 mins on hold, which frankly kills patience (especially for those calling from abroad, for which a non toll free number is actually better). This doesnt really provide me with much confidence so far to actually switch to hostnine from my previous provider.

Just as a suggestion, a cue system for the phone, letting the customer know what number they are in the cue and an estimated wait time would be a very useful feature to have (as well as reducing the wait time).

I understand many issues come with a fast growing business, but please remember your "Let us serve you" moto.

Originally Posted by zendal

Hello,

I hope this one is ok as a testimonial which it intends to be. I have been recently been dragged in to try out hostnine by the clean new website, and the idea of having datacenters in multiple locations and hopefully a more reliable service. As well as this, the option of allowing overselling was quite appealing. I just signed up for a reseller account yesterday. My account was refused due to a location issue, and i was asked to send a copy of my passport, which i did. So far, a little frustrating, but fine, I understand there is some security issues to be taken care of.

I was then asked to login the billing system and pay, which once again i did. To cut a long story short, after several calls and tickets I still cannot access my reseller portal. Ive also noticed Live sales chat to be fast been in responding, however, support phone calls take over 20 mins on hold, which frankly kills patience (especially for those calling from abroad, for which a non toll free number is actually better). This doesnt really provide me with much confidence so far to actually switch to hostnine from my previous provider.

Just as a suggestion, a cue system for the phone, letting the customer know what number they are in the cue and an estimated wait time would be a very useful feature to have (as well as reducing the wait time).

I understand many issues come with a fast growing business, but please remember your "Let us serve you" moto.

Hi,

I apologize and can understand your frustration. Please understand the order rejection was done by an automated system that scores your order based on location and numerous other things.

What is the ticket id related to your order verification request?

[zendal]

Hello,

This is just to clarify, my problem was solved, and although fine, I am not as yet too impressed with the customer service overall.

However, my issue stemmed from what I think could (but nor certain) be a WHMCS issue. So I complained in several occasions my activation was not completed, and i hadnt received a welcome email confirming. several time i was told it was sorted, but i hadnt quite received the mail. Until I checked the email log upon logging into my billing site, which showed indeed and email was sent out. Now the obvious thing would be that its gone into spam, etc, but its nowhere to be seen and its a gmail email server.
We use WHMCS in our current host as well and weve experienced some issues with emails not getting delivered. I wonder if there is some sort of bug. This could be and explanation for quite a number of the complaints you are getting.

Anyway just my humble though. you guys are the experts.