Wanter your openion on this

[thewebmaster]

I had a chat session today with H9.
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Sales: Hello! Thank you for contacting the HostNine Sales department. How may I assist you today?

Amit: May I know with whom I am talking to, Please?

Sales: the sales department, did you have a sales question?

Amit: See all the accounts are being suspended automatically

Amit: and please transfer me to support division if you are adment wi sales

Sales: support is only handled through the ticket queue, you can either email support@hostnine.com or use the web form on our support page

Amit: See H9 is offering support throuhj chat system as wel this is writen everywhere

Amit: and I am not asking normal suport

Amit: its an emergency isue

Amit: and I don't know who you are but this is really unbelivieble from H9

Sales: we have not offered support chat since 05-07-2008 there was a port on the anouncements form about it on that day here: http://www.hostnine.com/hosting-foru...t-changes.html

Amit: thanks

Amit: May I know your good name before leaving this session

Amit: Please

Sales: sorry but we cannot help you with support questions here, please email support@hostnine.com our fill out our webform

Sales: Thank you for choosing HostNine. If you need further assistance feel free to contact us again via Email, Live Chat, or Phone.

Sales: Have a wonderful day!

Chat session has ended
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Please say what do you think after this?

What was the issue, and have you e-mailed support?

We no longer offer support over live chat, due to the number of live chat requests reaching a level that it was pretty much abuse. We had staff working on issue like servers being down and having to stop what they were doing to reply or update a live chat session.

Simply put, this was getting to the point that server issues were going on longer, because we had to reply to live chat. As it stands, we offer minor level support issues. Anything to do with Abuse or billing(suspensions) are not handled on live Chat at all, due to the amount of time they take to resolve.


We know it can be an inconvenience, but we had to make a choice, either offer live chat and delay getting the major issues fixed, or, dont offer support over live chat, and get the major issues fixed. We picked the latter. And we hope everyone will understand.

If you come to live chat for a minor issue, and minor is defined by the length of time it will take us to fix, then we will be more then happy to assist anyone. But, in general, please, e-mail support@hostnine.com, our support staff have things that must be done and work they must get done that goes above and beyond the normal support issues.

So please, understand this, and remember, we work extremely hard to provide everyone with great service,