What Is With No Support?

[fhharris]

I have noticed in the last week that there have been a number of occasions when I call and it goes to voicemail and the live chat just times out. It really doesnt matter how great of a new product is coming out if you cant take care of the current customers. And Smart remarks from what ever service does show will only piss off the existing customer base.

I thought you advertise 24 hour service..... or is it really 23 and the 1 off hour is whenever someone needs them

FRANK

[Sean]

Im from australia GMT +10, and i find i only get fast responses after midnight.

Live chat honestly should be removed, because everytime i use it i get told to submit a ticket ..

We were having several issues with the in house voip server due to the large call volume we've been receiving. Believe it or not it actually fried the NIC card in the server while Alex and I were in Chicago. Since then we have upgraded the server and things are great.

As for the live chat please understand that live chat is intended for level 1 issues. Our chat representatives do their best to resolve issues in chat and are always speaking with on site admins to try and take the next step before recommending submitting a ticket.

This is something we're working on and it will only improve I can assure you that.

[Gene]

I think something is working in live chat. Someone on a forum I visit wanted to know about hosting a site, I pointed them to HostNine. Reply a while later from the person was that they asked questions at live chat and signed up for a standard shared account.

Also note, that we cannot spend hours in live chat to resolve an issue, that is why we push many issues to ticket, as Ben said. Realistically, if it can't be solved in 10-15 minutes, it needs to go to ticket