Annoyed ... AGAIN ... with Live Support [resolved]

[AngelFire]

Well once again I am having issues and it totally seems that the Live Support Operator I had didn't care one little bit.

I have been having an issue with my website for a few days and my visitors telling me they were getting constant timeouts, which I was also about 15 times or more a day it appeared.

So, I contacted Live Support to see if there was any chance of moving servers, ok there wasn't which is fine, I then informed the Support Operator and I quote:

Well, I am having constant issues with the current server that I am on.

And his simple reply, again quoted:

I apologize for the difficulties

Well, how can you apologize when you don't ask me about the issues I am having? You don't even know my domain name so you can't look at anything, because you didn't ask. You did nothing, then when I asked to speak with your Supervisor I was informed they no longer take Live Chats.

So I called in, after more then 30 minutes on an International Call (which from Australia to the US is not cheap mind you) I got to speak with a Supervisor, explained the situation to him and then I was informed that there are two accounts on the server using a lot of the CPU.

Now shouldn't the Support Operator have at least asked what issues I was having on the server instead of just apoligizing for something that he doesn't even know is happening? Why should I have to call your company an be on the phone for MORE then 45 minutes in total when this should have been able to be resolved in Live Chat?

Im sorry if I sound annoyed but I am. This is so not the kind of support I expect from my Web Hosting Company.

[GatorDHanna]

Hi there,

We encourage our representatives to apologize for inconveniences or difficulties and then immediately begin working with the customer to resolve the issue at hand. I don't think this representative's apology for the difficulties you were experiencing was intended to dismiss or immediately your frustrations. If you could send me the entire chat transcript via email or PM, I'll certainly take a look at it.

Do you have a ticket ID open with us? I'll gladly check into it and escalate it to one of our senior administrators.

[AngelFire]

Transcript sent to you via the Forum PM System.

[GatorDHanna]

I see our administrators are working with you to resolve a network latency issue between your location and our datacenter. We have a ticket into the datacenter about resolving the issue and our administrators will let you know once we've heard from them.

Thank you for your patience!

[AngelFire]

Thank you for providing this information Douglas, I was unaware that there is a ticket in at the DataCenter, unless they are the ones replying to the ticket with the constant timeouts, which are now getting more and more frequent, more and more annoying, more and more costly.

I dont understand when I was on a different server before this was NEVER an issue.

[GatorDHanna]

Yes, we do have one in with them. It doesn't appear to be affecting many people visiting the web site, but rest assured, we are working on getting it fixed.

[AngelFire]

I am still updating this ticket with requested information, it appears I am still being given the run around. This is completly beyond a joke now.

Please review my last reply, and why is it so impossible to move to a different server? That should be something very simple to do. Or is it that you really just don't care about this issue anymore???

Im sick of trying to resolve this, the replies I am getting are useless.

[GatorDHanna]

I just checked into the ticket again (it is being handled by a level 3 administrator) and to resolve the problem, they need some additional IP addresses and traceroutes.

I assure you that you aren't getting the run around. The issue is a complicated one to pinpoint and requires a lot of information to address. And if it helps any, I just browsed around your web site for a while and it was all working fine.

I'm sorry about the inconveniences and appreciate your patience.

[AngelFire]

Now, even though this issue is currently not yet fully resolved I have decided to post this after a phone conversation with Nate C.

We just had a lengthy discussion about the issue, what we can do to resolve the issue, and even possible alternatives to keep the business running smoothly.

So I want to say thank you to Nate C for all the help, as well as the other HG Team, I am no longer feeling this issue is being brushed off as I have now had it explained in a language that I can understand and not through an email, ticket etc.

With any luck a resolution to to what is happening will be found soon and then I can continue on with business as normal.

Nate C, thanks again.

[GatorDHanna]

Thanks for that feedback and the update. Please keep us informed on the status of the issue.