Customer service issues

[mbrando]

Hi,

I've had my reseller account now for a little over a week. First I'd like to state that I still feel that the service is a good value here. Here is what happened in a nut shell.

Issue #1:
There is a link in the control panel for urchin stats. It does not work. This was brought to my attention by a client who wanted to use it. I emailed support about the link not working. They emailed be back saying that it was not a supported stat package anymore. "What do you mean anymore?", I asked. Support said that they disabled it on the server due to performance issues. So why is the link there then. I have customers asking about this. It should be removed. Support responded back that urchin is not a supported stat package.

As you can see we when around and around. The link is still there and I have a customer now questioning the service I'm providing him. If you don't support then why don't you remove it. I have not answer for him since I do not control the server setup. gggrrrrr!

Issue #2
Same client that found the urchin issue also stumbled on one more. They found this great site builder script under 'Fantastico' called SOHO Launcher. They installed it and received an error about a license issue. My lient contacted me, So I contacted support via email. I was told "You will have to contact Soho Launch as we don't provide it and that is why we will not be able to provide you the license only Soho launch will be able to provide you with a license."

If Hostgator is providing the script via 'Fantastico', then they have the licencing. So I called on the phone to talk to a tech. The first tech was in India. He told me that it was no longer supported due to performance issues. and was disabled. I say why would you not remove the link. He said call back in 15 or 20 minutes so I can talk to someone else. We went around a few times then I called back in to talk to another tech. I think his name was Brian, A real smart A**. His comments were extremely antagonizing. I hungup on him and called back to get a message that asked me to enter a call back number. Guess what? It's been over 24hours and no one called back.

So noe this custom wants to use SOHO Launcher because it was available to him to install. Hostgator is telling me they will not provide the license and SOHO Launcher only sells licenses in packs of 5 or more for SOHO Launcher and 10 or more some of the extensions. I have no other clients interested in this SOHO Launcher. I'm not sure what to do.

The biggest issue here is that as a reseller I receieved no notice that either of these features were being pulled and now I look like an idiot to a client that I converted from an other hosting provider.

Thanks for supporting your resellers. You are only making it harder for me to resell hosting.

This issue was contained to only one of my clients, but I can bet that he does not refer hosting anyone he knows.

[GatorBrent]

I asked you to put a ticket in as I did not know how to remove it from cpanel. I'm sorry if this was not acceptable, but as I said on the phone me not knowing how to do it would not change while you demanded it be removed while on phone thus ticket would need to be put in...

[mbrando]

SOHO Launch was only pulled from 'Fantastico'. The Urchin link is still in cPanel. If you were the support person a spoke with, you made not effort to make me feel like you would have done anything. You only escalated the and enraged the caller. To put this in perspective, I was told by the previous support guy to, "CALL BACK IN 20 MINUTES". Call back?? I'm talking to you now. So I call back and must have been put into your que. You telling me that calling in the issue is not going to fix it and having to put in a trouble ticket when I have you on the phone just makes things worse. Why didn't the other guy tell me to just put in a ticket? From a costomer service point of view, would it have been so difficult to put a ticket in on my behalf. I would felt like you were working with me and not just trying to give me the brush off. People put a lot of stock in warm fuzzy customer service. Customer service rarely makes contact with a customer who is does not have an issue with some service you are providing. If you make it somewhat civil even if only practical experience, you will see far less flare ups on the message boards here.

I now get it that some of these things were beyond your control, but at the same time you were not trying to work with me. I do not require sweet nothings wispered to me. If you don't have an answer at you finger tips take my info, open a trouble ticket, and tell me that you will research it and get back to me. That is working with me. Telling me open my own trouble ticket when I have you on the phone is like telling me to call back in 20 minutes and still not have an answer.

PS.
I still like your reseller product. The ship has not sunk. It's more like a shot over the bow.

[GatorBrent]

Some things require a ticket as I stated, and am stating here.

[mbrando]

Yes, I do not disagree. It would leave the customer thinking that you were working with them if you pretended to care and open the ticket on their behalf.

I don't think that pretending to care is such a stretch. I'll just leave this thread here. Enough said.