Not a Good Start

[Paul Sveda]

I am as green as they come to the H9 experience, but the fact that after over 40 minutes on the phone and 1 hour of seeing the quoted text below 4 times in a row I'm a little leary of what I should expect from H9. I had a simple support question which I am sure has a simple enough answer and for a liva chat that claims to be intended for general support only the 1 hour + wait and being the next in cue makes this customer feel like a chump. Please, H9, for the sake of your clients have you tech support simply pop in to let the person on the other end of the chat box know that there is someone there and this applies to my endless wait on the phone.

Chat InformationWelcome to HostNine! An online representative will be with you shortly. You are number 2 in the queue. Your wait time will be approximately 1 minute(s) and 0 seconds.

We apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds.

Chat InformationWe apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds.

We apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds.

We apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds.

We apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds..

We apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds.

We apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds.

We apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds.

We apologize for the unusual delay. You are currently number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds.

Thank you for choosing HostNine. Due to current call volume we are unable to answer your live chat. Please open a support ticket by emailing support@hostnine.com. We have staff standing by to handle your issue via ticket. Thanks for your understanding!

By the way, my question by the way was; Is there a way to preview a new client account I've created as a reseller for a client (I am a reseller) before I point the DNS to ensure that the website is properly functioning. This, H9, should be a common sense feature and something I should see when I list my accounts in the reseller control panel.

Moved to Feedback, as this is about one incident.

We are very backed up tonight with the continued PHP upgrades. These are priority right now for security reasons.

I assure you if you open a ticket to support@hostnine.com you'll have a reply within 10 minutes if not less.

[kingaman]

The best way to get support of any kind is to submit a support ticket - if you're not yet a client then emailing support@hostnine.com will do the same - and they always reply quickly.

it is possible to use a shared domain (http://node#.myserverhosts.com/~user/) - however for some reason it does not work on all nodes - i have just tried it for accounts on every node i have an account on and it does work on some, but not all - and sometimes it doesn't like it if you forget the trailing slash
if that doesn't work, you could add a sub domain to your old dns record pointing to the ip address of the server (which is in the account list) then add that subdomain as an addon domain.

Tickets are highest priority, calls and chats are handled as we're available to do so, but tickets are first.

[Paul Sveda]

I appreciate your reply to both this post and addressing the reason why you are experiencing a slow reply state. Letting us, the user/customer know right at the start of a chat session or a phone in request not only lets us know that you are looking out for our interests (mentioned PHP security issue) but are on top of issues we may not be aware of. This is a win win for you and saves us, the user/customer, time with regards to waiting / holding. Thanks in all cases and I've submitted a ticket.