customer service feedback

[CathyG]

I would like to see a customer service feedback option, i.e., short survey after a call or ticket to support. I'm having a hard time getting a question answered. I waited 20 minutes on the phone and got a support person who was completely clueless. I am new to Hostgator but to the Internet or the world of hosting and I've never had problems like what I'm experiencing now. The support person didn't seem concerned about whether the issue was resolved.

Then I submitted a ticket and got a one-line answer that was completely wrong. Shouldn't these people be accountable?

[GvilleRick]

The Live Chat session should end with an option to answer a survey, at least it has when I had to use it. If you are not satisfied with the answer on a support ticket I would reply back to it and ask to have it escalated to a manager.

If you have a basic question you can post it in the forums and someone here may be able to answer.

[kmaw]

The new ticket system has an option underneath it to rate the response from HG staff members... 1 to 5

https://tickets.hostgator.com

[esl]

Originally Posted by kmaw

The new ticket system has an option underneath it to rate the response from HG staff members... 1 to 5

https://tickets.hostgator.com

Does anyone know if this works on FireFox? I don't see this option...

[esl]

Originally Posted by CathyG

I would like to see a customer service feedback option, i.e., short survey after a call or ticket to support. I'm having a hard time getting a question answered. I waited 20 minutes on the phone and got a support person who was completely clueless. I am new to Hostgator but to the Internet or the world of hosting and I've never had problems like what I'm experiencing now. The support person didn't seem concerned about whether the issue was resolved.

Then I submitted a ticket and got a one-line answer that was completely wrong. Shouldn't these people be accountable?

I am surprised to hear you are having trouble with HostGator's support. They usually are very professional and well spoken when I contact them for help. Please feel free to voice your opinion to the CEO at brent @ hostgator.com. He is a nice guy and I am confident he will address your concerns. Please make sure you are polite.

[kmaw]

Originally Posted by esl

Does anyone know if this works on FireFox? I don't see this option...

Yes, it does.

I can't take a screen capture right now, but under the 'employee reply' there's a gray box that says "What did you think of this reply"

[esl]

Originally Posted by kmaw

Yes, it does.

I can't take a screen capture right now, but under the 'employee reply' there's a gray box that says "What did you think of this reply"

I see it now. Thanks.