Support - Clues for the Clueless

[AlphaWolf]

I am pretty fed up with support.

Last night I sent an email to support about policy and how HG handles accounts that 'over use' processing resources. (I posted it here first and never got a response) A guy named Mark answered me and actually gave RELEVANT answers. So first round was great....then I ask 3 more questions, all related to processing resources, NOT bandwidth.

First Sandra answers them - and obviously does not have a CLUE that bandwidth is NOT the same as processing resources...scowl...

So I write back telling them to PLEASE read the first ticket and that nothing I asked had a darn thing to do with bandwidth.

Once again they respond telling me all about what happens when someone is suspended for using too much bandwidth!

The main reason I am even here considering using HG instead of The Planet directly for dedicated servers is that I wanted MORE support than The Planet offers. OK...so maybe more isn't enough...maybe support that actually understands the technology, knows the policies and has a ^%&& clue.

Peace

Wolf

what is your ticket number?

[AlphaWolf]

Hi Ben

My ticket # is: HGSupport #FVY-94096-505, which I believe has finally been answered by Josh.

So I finally received an answer, I guess...I am just extremely frustrated at the e-mail 'ticket' system yielding similar support inadequacies as the chat system does. The question I asked is one, that if one of my customers were to ask, every one who handles support would know that only two of us could answer, (I hope), and would not even attempt to answer things that they have no clue about.

Peace

Wolf

[GatorBrent]

The three answers that you are talking about are...


1)You will get notifications when the bandwidth limit has reached its 80%,90% and 95% value.You can also monitor the bandwidth of all your client's from your whm.
Most suspensions are actually a result from bandwidth running out, sandra got what you were asking confused with this. About 35 minutes after you responded back saying response was wrong it was corrected with "We do generally email clients regarding the domain suspension.
As the domain is suspended by the root, you won't able to redirect the index page to some default page. "


2)You cannot change the suspended client's default suspended page once the bandwidth has been exceeded.You can however upgrade the account of your client by assigning him extra bandwidth.
this was correct in the fact suspsended pages cannot be modified however the bandwidth part was a misunderstanding.

3)In the cpanel you can monitor the disk usage of account,bandwidth usage,service status of all services on the server etc.
this was answered correctly


I am sorry for the single wrong response. We aren't perfect, but please be willing to work with us if you need further help.