Ibuomi Ab Customer Service Rep - Rude

[Gurboura]

I'm a current HostGator Shared Hosting customer, and very pleased so far. I'm looking into being a Reseller and started looking around and found another company who had better bandwidth and space for 99 dollars, and contacted Sales VIA Live Chat seeing if they'd meet the competitors price or some other incentive.

The person who joined the live chat was "Ibuomi Ab." During the chat, he came off as very rude, and told me to just use the coupon code for a discounted price. Good job capitan obvious, I knew that. Needless to say, I quit the chat, I didn't want to deal with someone who was rude.

After researching, I found out that company didn't have the greatest reputation.

I don't know if he's a new employee or if you are starting to possibly outsource customer service to other countries (I really hope not) but he seems to need a serious attitude adjustment.

If I was a potention customer who never had HG service, that attitude would have turned me away.

[Gurboura]

I don't know why this is set at Positive?

[GatorDHanna]

Hi there,

I'm sorry to hear that you had a negative live chat experience. First of all, I'd like to apologize about that. I would be more than happy to answer any questions you might have and get any issues resolved that need to be resolved. Feel free to post here or PM me and I can check into whatever you need.

With that in mind, none of our support is outsourced - pretty much all of our employees are in HostGator's Houston office and all of them are employed by HostGator.

Do you remember what day and time the chat occurred? I'll pull it up and see what happened and what we can use to train our employees with in the future.

Our customer satisfaction numbers show that a vast majority of our customers are very satisfied with their live chat experiences, but there are of course some customers that have a less than ideal experience. I'm sorry that your chat had to be one of those and I'd like to do everything I can to resolve the issue.

Thanks so much.

[Gurboura]

Originally Posted by GatorDHanna

Hi there,

I'm sorry to hear that you had a negative live chat experience. First of all, I'd like to apologize about that. I would be more than happy to answer any questions you might have and get any issues resolved that need to be resolved. Feel free to post here or PM me and I can check into whatever you need.

With that in mind, none of our support is outsourced - pretty much all of our employees are in HostGator's Houston office and all of them are employed by HostGator.

Do you remember what day and time the chat occurred? I'll pull it up and see what happened and what we can use to train our employees with in the future.

Our customer satisfaction numbers show that a vast majority of our customers are very satisfied with their live chat experiences, but there are of course some customers that have a less than ideal experience. I'm sorry that your chat had to be one of those and I'd like to do everything I can to resolve the issue.

Thanks so much.

Oh, am I by any means saying that all of my experience with LiveChat has been bad, this is the first time I've had a bad experience with HG at all.

My issue was, my account was suspended, and then my front page was gone, completely.

ChatID was 503612, September 19th, 2008 at around 5:30.

[GatorDHanna]

I'm glad to hear this was an isolated incident and apologize for the frustration that resulted from your web site being suspended.

I'm going to work on finding the chat log and seeing what I can do about it. If you'd like, you can PM your primary domain name and I'll check into your account and make sure that everything is okay as well.

[Gurboura]

Originally Posted by GatorDHanna

I'm glad to hear this was an isolated incident and apologize for the frustration that resulted from your web site being suspended.

I'm going to work on finding the chat log and seeing what I can do about it. If you'd like, you can PM your primary domain name and I'll check into your account and make sure that everything is okay as well.

Oh no, no frustration at all, it was my fault it was suspended!

I had the chat script emailed to me, if you'd like, I can PM you the copy I was sent?

[GatorDHanna]

If you could send the script to me, that'd be helpful. Thanks so much!

[Gurboura]

Problem was resolved in a timely matter.

HostGator is the best there is.

[GatorChrisN]

Originally Posted by Gurboura

Problem was resolved in a timely matter.

HostGator is the best there is.

I am glad we were able to resolve this for you. We do pride ourselves on the ability to take care of customer service issues amicably before during and after they occur. Would it be ok for us to change this to a positive review since it has been resolved?

[Gurboura]

Originally Posted by GatorChrisN

I am glad we were able to resolve this for you. We do pride ourselves on the ability to take care of customer service issues amicably before during and after they occur. Would it be ok for us to change this to a positive review since it has been resolved?

How about neutral?

[GatorChrisN]

That's definitely an acceptable response. I have set it to neutral. Thank you for your patience in getting everything resolved, let us know if you need anything in the future!

[Gurboura]

Originally Posted by GatorChrisN

That's definitely an acceptable response. I have set it to neutral. Thank you for your patience in getting everything resolved, let us know if you need anything in the future!

Thank you!