Status on Problems With Chrysler (67.19.170.34)

[karz10]

I also forwarded the trouble ticket emails, and the last email at 1:42 AM from the next day that it was finally fixed, my records show outage of at least 8-9 hours, I don't know what that guy or girl is talking about (didn't identify themselves) saying there have been NO outages on Chrysler since the 29th? I signed up on the 27th, I'm pretty sure I know what's going on when a couple weeks in I have a major multi-hour outage...

K

[karz10]

Well, I did get an email response saying I was being credited, and my other questions were answered positively also, so that is good news.

Although, I never did get an answer about who I was corresponding with, that question was not acknowledged, I've seen other people post about that before, and I have to agree, I don't understand not signing your email, it is unprofessional in my opinion, I know I would never do that to one of my customers.

It was also never acknowledged that they prejudged the situation by claiming that server had no outages, or that they blamed it on my ISP, this bothers me a little also. I was then instructed to request a credit earlier next time, while the outage is still fresh on their mind, that with over 100 servers and I quote "it's sometimes hard to keep track of which had what problems"

I'm not sure how to take that last comment, except that a prime time Noon ET - 8 or 9 PM ET outage ought to be fresh on someone's mind if it has been less than a WEEK, in my opinion. Searching the boards, I can only find 2 recent outages of this magnitude, the one on Jeep before I signed up and this one on Chrysler one week ago Monday. I'm not sure how the anonymous person could have figured the best thing to do is tell me, the customer that I'm providing false information and it must be my ISP.

I'm easy to get along with, but I'll admit, I have a real short fuse when it comes to this kind of service. Ask me any question you want, ask me to clarify my problem, make recommendations, ask me if I might be mistaken, do anything with a professional and courteous tone, but DO NOT reply w/ immediate blame on my end without asking for clarification, or better yet, have a little faith and make a reasonable effort to see if I'm speaking factually, I have very little patience for that kind of behavior.

I'm happy overall w/ HG's support, and the people I've dealt with one-on-one over the phone, and despite the outage, I'm hopeful that all will continue to be well, but I hope someone recognizes that these little things go a long way, and can either make you the best company someone's dealt with, or can do a lot to harm your positive image I know you worked so hard to attain, and continue to work so hard to maintain.

Thanks,

Karsten

[tondelo]

Karsten,

I have to agree with your posts regarding the support staff. I'm not on your server but unfortunately I'm on Jeep ( 3 days and counting where webmail is down ) so I've had quite a bit of contact with support.

Normally they are very responsive but I also noticed that some have names in their sig's and some don't. I've also noticed a serious lack of communication between the support staff. I have had one tech tell me a problem is being cause by a flood of spams and another say that they don't know of any problems.

Overall i'm pleased with the support i've received but it's when you need them the most that you seem to get the most confusion and anonymity.