Live Chat? what for??

[Pazeh]

Live Support!! one thing, beside others, out here that I was in love for!

They have been very helpful to solve my every problem, to a degree that I have issued 2 3 tickets in the last 3.5 yrs.... until lately!!

Every time I contact live support now, they don't have the "privileges to do that", or "they are aware of the problem & an admin is looking at it" (when it is a sales issue n not a support), "they can not help me with that problem, and I should email"... any many stuff like that.

If the Live Chat(Sales) can not know if they have unmanaged dedis, what do they know? If the unmanaged dedis are not listed, they used to know a while ago, what changed?.

The same is for the Live Chat (support), when they don't know why some tables are "IN USE" & they ask me to email support.

If the ppl @ live chatare "Freshly employed"; I would suggest to have a second level of online support who would answer out "hard" Qs, If level one can not answer the Q, they can move us to the ppl who can do so.

I would like to have a list of stuff that the live support can help us with, what is their limitations, this way we won't loose the Live chat's n our time!

= = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = =

On another side, the email support is getting "not professional" & pretty late too.

Ticket # DIW-2814897 (Support), 3 hrs to reply while my DB tables (InnoDB) were mysteriously, "in use" !!

I have to say once I got the reply the problem was fixed.


After having a talk with livechat, about unmanged dedi, they asked me to open a ticket, so I did. Ticket # HGU-2778045 (sales), 5hrs to first reply! a Sales Administrator says that they DO HAVE unmanaged dedis. After 2 hrs another reply (from not an admin), Telling me they DO NOT HAVE unmanaged dedis!! I was "Mmm", You have it or you don't have??

So I contacted livechat & they told me they don't have!! if the live chat does know if they do or don't have it... why they didn't tell me the first time around!!

I'm putting this in suggestion n not in review, cause I think despite all this, HG is the best host I have every worked with & I don't want to give negative impression on new comers! I do believe this are things that they can address or they are already addressing.


Pazeh

[Adorkable]

That is weird... I asked Support Chat (BobbieN) if they sold unmanaged servers, and she said yes... Just email sales with the request.

[calum]

I agree, even single time I talk to live chat they always tell me to open a ticket, I have never got any help from them.

[GvilleRick]

Originally Posted by Adorkable

That is weird... I asked Support Chat (BobbieN) if they sold unmanaged servers, and she said yes... Just email sales with the request.

From other posts here the reply could be technically correct but while HG does sell unmanaged servers the availability of the servers can be a problem. When I got mine there was an option in the dropdown menu when you went to purchase a plan. Lately you would have to email sales to ask if there is one available.

[GatorWesley]

Some elevated issues (advanced billing/support/sales requests) have to be taken to a ticket so our higher level support and sales administrators with more access and experience can look into it.

As far as the unmanaged dedis go, these are a hot item and at any given time we might only have 1 or 2 available and they go quickly. Only our dedicated sales department has access to the list of servers, so a ticket would be required for this as well.

Feel free to contact us at any time by phone or livechat to check the status of a ticket that is submitted.

[Pazeh]

Westly, I thought that there might be a elevated stuff, thats why I asked if you can have a second level live chat stuff, that will help us for advanced-urgent Qs. Waiting 5 hrs+ for a ticket that used to be solved in 5- min is something unacceptable, and for me it says that there is something wrong (or maybe in the progress of being corrected, I can understand that) in the system!!

I want to repeat myself, that even the 5hrs reply time is far better than what I got from my previous hosts. but again, I have had 2 3 minutes (in the middle of the night & @ weekends) reply time from HG 3 yrs. ago.

Anyway, after 5.5 hrs I got a reply to my new, about unmanaged dedi Ticket.

It seems that HG does have one, but its 1.7 Celeron!!

I know that sometimes there are PIV 2.0 - 2.4s out there, is there a chance I get notified when you have one of them?

Pazeh

[chr1831]

I agree with Pazeh we need a new level of live chat for non idiots and just have a level 1 transfer to a level 2 (maybe 3 for resellers/managed dedi's)

but the "live" support is useless and everything i have asked just tells me to email support@hg... witch is annoying since live support means HELP i have a problem and i need it fixed....
-Chris

[gwyneth]

Originally Posted by GatorWesley

As far as the unmanaged dedis go, these are a hot item and at any given time we might only have 1 or 2 available and they go quickly.

The DediKiddies(tm) are like sturgeon jerky at the Pine-A-Way Inn...by the time someone hears they made some, it's likely to be "all ate up".

[slapshotw]

Originally Posted by gwyneth

The DediKiddies(tm) are like sturgeon jerky at the Pine-A-Way Inn...by the time someone hears they made some, it's likely to be "all ate up".

Haha nice!