Poor Live Support [Resolved]

[AngelFire]

I do not usually like giving bad Feedback but I feel in this case it is needed.

Just moment ago I went through to Live Chat to ask several issues. The main issue I wanted to know if because I run a GLBTQ (Gay, Lesbian, Bi-Sexual, Transgender & Queer) website (this is NOT a porn site, or anything which represents or links to them). Even though there is no adult contain I am being told that the site is still an "Adult Site", this because it is gay orientiated. Hmmm ... I was wanting to find out if there is an age limit I must set, and if I require any kind of warning before moving to the main site.

Well that's not the main issue but still no real clarity there. But the issue was when I was still discussing this issue, on several occasions the operator kept asking, "Is there anything else I can help you with?".

To me it was like the operator had better things to do then to be there answering my questions, this is the way that it came across. Like they just wanted to get off livechat quickly and couldn't care about customer service.

[GatorWesley]

Do you have a transcript of this chat that you can send to me on a private message? I would like to look into this further for you. We allow adult sites (even though yours is not) so I'm not sure why the agent was even bringing that up.

As far as posting a warning, that is really at your discretion if you want to have that on your site.

[AngelFire]

Hello Wesley,

I did have a copy of the transcript until my computer had to be reformatted last night and I lost all my emails in Outlook.

I can give you the name of the Operator I spoke with if that would help any?

[GatorDHanna]

If you could email me the name of the operator, the approximate time and date you spoke to him or her, and what you think the name is that you used, I can probably pull up the transcript and we can definitely look into it for you.

I apologize about the inconveniences and misunderstandings.

[AngelFire]

Hello Douglas,

This information has just been sent to you.

[GatorDHanna]

I found the chat and reviewed it. It was definitely not what the type of service experience we strive to provide and I apologize for that.

I will discuss the chat with the employee and his/her direct supervisor and hopefully the employee will be able to learn from that and understand what needs to be done to improve in the future.

I understand that action doesn't necessarily fix your issue and I've sent you an email with the answers to the questions you asked. Hopefully they will be useful to you. And if you have any other questions, just let me know and I can get answers for you right away.

Once again, please do accept my apologies for the less than ideal chat experience.

[AngelFire]

As far as I am now concerned this issue has been resolved.

Douglas has gone out of his way to review the chat transcript and answered all my questions through email.

Very helpful. Thank you.

[GatorDHanna]

Great! I'm glad I was able to help you out. Thank you for choosing HostGator!