Customer Service as of Late...

[scavok]

I do understand hardware issues. It is harder to understand the issues I have had lately (random permission changes that keep all scripts from working and preventing FTP login), but I do my best to understand. Things happen. But the customer service (or lack thereof) is what really leaves an impression.

This is after an hour of sitting and asking for an update once (with no reply) after reporting multiple issues with one of my accounts.

Please wait for a site operator to respond.
http://server.iad.liveperson.net/hcp...o/chatinfo.gifWelcome to HostGator! You are now chatting with 'Chris'
Chris: Welcome to HostGator, how may I assist you?
Roger: Just haven't heard anything on ticket #KRW-79206-203 it's been about an hour now
Chris: Still being worked on
Roger: What exactly is going on? This has happened to a few of my accounts over the past few days..
Chris: They are looking into it
Chris: you will hear something as soon as soon as there is something to report
Roger: how about a time estimate? Atleast tonight?
Chris: Dont have one at this time

How does this help me? Are they just right at this moment starting to look into issues of mine 3 days old?

15 minutes later an actual reply from support....
Hello,

Please provide us the exact url on which you are getting the error so that we can further investigate at our end.

That pretty much means to me that the chat support blatently LIED "Chris: Still being worked on" Supposedly being worked on for an HOUR to then get the question, 'durch, so what's wrong??' as a reply?

Seriously, at least gimme an "I don't know." and be honest about it if it isn't being worked on yet....

Come on, what kind of support is this?

[GatorBrent]

You're upset because your ticket took an hour to be resolved? I'm sorry if you find this unacceptable. You may want to look into finding a new host. I'm afraid we may never meet your expectations of instant resolutions.

Chris did not lie to you any ticket that is open is being worked on.......

If it is closed, it is not being worked on. I am editing your thread to be a positive experience since writing a negative review on a user error that we resolved for you in one hour is a positive experience.

[scavok]

By no means am I complaining that it took an hour to get the issue resolved (though it did take more, just an hour to get a reply). You are missing the meaning here. I think your support *has been* great, I have just been sorely dissapointed this past week by the chat support. Why have it if every response is "email support..." or "we'll email you when we can get to it.." ?

What I am complaining about is that after 10 minutes of submitting the ticket I got on support chat for a simple status and was told that the issue was being worked on. An hour after that I got an email reply asking what URL I was talking about.

Now if the issue was being looked into when I was told it was, why did it take another hour to get the question, "What URL?"

[scavok]

Originally Posted by GatorBrent

I am editing your thread to be a positive experience since writing a negative review on a user error that we resolved for you in one hour is a positive experience.

BTW, it was not a user error and nothing was actually resolved. It took over an hour to be told that the domain was pointing to another server. (apparently my customer switched hosts and the WHOIS wasn't updated yet)