Support? Where? Ohhh, there.

[sohan]

Hey,

I've just recently came back to H9 after having a big issue with H9 and the staff. The staff needed to improve internal communication and were not aware of activity in the offices.

Well I open a live chat (my preferred method for support) and I get an agent after 2 or so minutes. Then the replies take roughly 1-2minutes between a reply. Now that really beats the point of live chat in my opinion and that is NOT acceptable.

While on chat, I had enough after waiting 10m+ on a chat so I thought I'd phone in. I rang, and chose support. Laadee daa dee daa dee dumm. Still on the phone, no answer, no wait time nothing. Shocking. I was so shocked, I considered to move away. The phone is pointless, and it's not even toll free. I couldn't give 2 hoots if it was toll free. I'm from the UK, so calling is expensive.

I have no problems with tickets. They are generally answered within 20mins on average. I personally accept anything under 6 hours as acceptable for a ticket with a low priority.

What do I suggest? I strongly suggest you hire and hire more staff. I asked a member of staff on the chat if you are busy, and they said they are VERY busy. I read announcements on the forums, and all I see is Do not open a ticket or call about this issue, we are 'bogged' down. I find this very poor and unacceptable.

I am really considering a move out permanently from H9 because there is a strong lack of staff. Hell, if I could afford Rackspace, that's where I'd be - no doubt. That's truly amazing support.

Regards,
Sohan Tanna.

[Jase]

I can remember when I used to work for a bank supporting the dealing room. When a server went down, dealers would call up and tell me how they are literally loosing millions of dollars and how it's all our fault.

The fact is, servers go down, and I would rather the server management team be working on getting the servers back up then have them sitting around giving counseling sessions on live chat.

I believe live chat is important, however it is usually reserved to first level support with all web hosts.

You get what you pay for, all hosts in our price range with the amount of customers we have go through the same thing, you're free to move to a fly by night budget host if you wish.

live chat is just that, level 1 generic support, if its something more advanced open a ticket. After you open a ticket, don't come into live chat and ask for an update on it, we do our best to get to the issues. But when the same person for the same issue opens a ticket, live chat and phone call all within 5 minutes (you think it sounds stupid, but it happens 5-10 times an hour)

The issue is not more staff, the issue is just a regular set of guidelines that should not be hard to follow.

Just my 2 cents .... .147 euro

[sohan]

Originally Posted by H9Joshua

You get what you pay for, all hosts in our price range with the amount of customers we have go through the same thing, you're free to move to a fly by night budget host if you wish.

live chat is just that, level 1 generic support, if its something more advanced open a ticket. After you open a ticket, don't come into live chat and ask for an update on it, we do our best to get to the issues. But when the same person for the same issue opens a ticket, live chat and phone call all within 5 minutes (you think it sounds stupid, but it happens 5-10 times an hour)

The issue is not more staff, the issue is just a regular set of guidelines that should not be hard to follow.

Just my 2 cents .... .147 euro

Haha, That reply from you is quality. If one of my staff suggested to ANY client to move to another host, they'd have the sack there and then - regardless!

I was with hostgator, and god - I never had this problem! No outages, replies were VERY helpful AND fast.

Hiya,

I apologize for my comments yesterday, they came in the heat of battle.

However, also note that if we cannot offer something, yes I will recommend another company, rather than promising we have it, and then make another angry person.

The attacks are over, almost all tickets have been cleared (I'm working on the rest as we speak)

If you have further questions, PM me