Support quick to respond!

enet · #1 02-05-2007, 02:28 AM

The other night I had a small issue. I opened a support ticket and to my suprise, I got a reply very fast. When I opened the email I just about fell on the floor! The reply that I got was not even close to answering my question. I replied to the ticket and got another lame reply

. To make a long story short, 18 emails went back and forth to support and STILL they could NOT comprehend what I was asking...very simple question in plain english! So then I picked up the phone, now on hold for 15 minutes. When I got through, it took all of about 10 minutes to fix my issue with the rep on the phone! Whats up with the support staff?

***GatorChad*** · #2 02-05-2007, 04:50 AM

Do you have the ticket handy that you submitted from this issue?

enet · #3 02-05-2007, 04:16 PM

Quote:

Originally Posted by GatorChad

Do you have the ticket handy that you submitted from this issue?

The ticket is #HDD-960546

enet · #4 02-05-2007, 08:54 PM

Quote:

Originally Posted by enet

The other night I had a small issue. I opened a support ticket and to my suprise, I got a reply very fast. When I opened the email I just about fell on the floor! The reply that I got was not even close to answering my question. I replied to the ticket and got another lame reply

. To make a long story short, 18 emails went back and forth to support and STILL they could NOT comprehend what I was asking...very simple question in plain english! So then I picked up the phone, now on hold for 15 minutes. When I got through, it took all of about 10 minutes to fix my issue with the rep on the phone! Whats up with the support staff?

Still wondering if HG Support reads the tickets or just glance at them? If they do read them, I would suggest a reply with a correct answer (or close) BUT not something off the wall.

enet · #5 02-06-2007, 11:42 PM

Quote:

Originally Posted by GatorChad

Do you have the ticket handy that you submitted from this issue?

Well I posted the ticket number, is this just a dead end?

***GatorBrent*** · #6 02-07-2007, 09:39 AM

I took a look at this ticket and the response you got was 100% accurate. You were given a page to go to with a step by step, but it appears you wanted nothing to do with it or the help we gave. Please be specific how your ticket wasn't addressed, as me and everyone else I had looked at it agrees with me.

enet · #7 02-07-2007, 12:57 PM

Quote:

Originally Posted by GatorBrent

I took a look at this ticket and the response you got was 100% accurate. You were given a page to go to with a step by step, but it appears you wanted nothing to do with it or the help we gave. Please be specific how your ticket wasn't addressed, as me and everyone else I had looked at it agrees with me.

100% accurate? Hardly!!! I contact support about an issue I have and am sent a link to a page on the web (not an HG page at that) to figure it out myself? And to top it off, the fix for the issue was nowhere listed on the page that support sent me!

enet · #8 02-07-2007, 01:17 PM

Quote:

Originally Posted by GatorBrent

I took a look at this ticket and the response you got was 100% accurate. You were given a page to go to with a step by step, but it appears you wanted nothing to do with it or the help we gave. Please be specific how your ticket wasn't addressed, as me and everyone else I had looked at it agrees with me.

And as for the help support gave, I tried everything they suggested and nothing worked. One phone call to HG and the issue was resolved.

To be "specific". What I wanted to do was to over ride HG's default 404 errror page from showing on my customers sites, NOT create a new 404 page, which I know how to do. I followed every step support suggested with htaccess and still was getting HG's default page. The link support sent me was "how to create a 404 error page".