Support, where is it?

I suggest you invest on customer service and tech support training, so far it's take me 38 minutes to get this far

John says:
hello
tech@hostgator.com says:
hi
John says:
i'm in the process of setting up whm autopilot, but theres a couple of things i need to query
John says:
1, is my enom account a reseller account with my ip registered
John says:
2, is there a way to test whmauto without incurring costs
John says:
anyone there?
tech@hostgator.com says:
please visit this URL---> http://www.whmautopilot.com/usermanu..._v2_manual.htm
John says:
which doesn't help with my questions
tech@hostgator.com says:
have you registered with enom

As you can see the answers not really answering my questions, now we're up to 40 mins and still waiting, still counting, how are people supposed to run a business this way.

Anyone else have these probs

[Stef]

John,

if you search the forum you'll find some comments on the chat support lately.
One should understand that the chat support is for not too complicated, first line support. We're also working on an improvement of the support system. I would like to refer to this post of Ben.
I know it's not always clear which questions are supposed the be easy to answer. If chat support can't help you out after 10 or 15 minutes you should ask support@hostgator.com.

Stef.

[tondelo]

Originally Posted by John(annoyed)

John says:
1, is my enom account a reseller account with my ip registered
John says:
2, is there a way to test whmauto without incurring costs
John says:

Hi John, I don't know if this will be of any help to you but here it goes.

1) As a reseller I first had to request the enom account from http://www.hostgator.com/enomreseller.shtml . Once it is created you can login to enom and change the default settings to reflect your information.

2) 2Co, Authorize, and Worldpay all have options to throw them in test mode which just walks you through the process without billing. If you just have paypal then you could create an account with an amount of say, .05 one-time fee. It's minimal costs and it'll help ensure everything is working fine..

John, I would suggest using email support which goes into our ticket system, just email support@hostgator.com. Live chat is for much simplier questions such as how do I pay a bill, how do I do FTP, how do i create an email account, etc. For harder questions please make a ticket and they will be answered very quickily.

[normie]

Well, I asked the live support if anyone was there at sales to help me (after they were unable to direct me to where the sitestudio was and told me to e-mail sales...and, btw, i don't think my original question should have been all that difficult to answer)...and it took them 5 mins to get back to me to say "you will receive e-mail from them". I said, "yes...but i'm wondering when...tonight, this weekend, not until Monday".
I asked "Do you know if anyone is there tonight?" About 5 more minutes and I get this reply, "I know".
sigh.
Uh-huh...that's great that *you* know...wanna tell *me*?!....another big long wait...and finally they say I should hear back the next day. Are they *trying* to be irritating????
So...over 24 hours later and still no one (live help, sales, forum) has been able to give me any help on using the SiteStudio.

[riggers5]

I agree the live support is pretty useless. They seem to just loose interest after the first question, twice now I have been on live support with Monica, I asked one question and no response, I prompted for a response to which I got "give me a few minutes to find out" Over an hour later I was still waiting for a reply. Same happened today, asked a question, no response, prompted for a response, got a very brief one, asked another question,no repsonse, prompted for response, no response....wasn't going to waste another hour waiting for this useless support

[sumtotal]

I would never sit in front of a chat window for an hour waiting for a tech. I send an email and move on. HostGator has always been prompt with my questions thus far....and that is dealing with several members of the support staff- so I know that the general attitude is to help out.

If the person answering live chat is taking a long time to answer, it may be that she has 50 chat windows open and trying the best she can to help.

[Delore]

Originally Posted by sumtotal

I would never sit in front of a chat window for an hour waiting for a tech. I send an email and move on. HostGator has always been prompt with my questions thus far....and that is dealing with several members of the support staff- so I know that the general attitude is to help out.

If the person answering live chat is taking a long time to answer, it may be that she has 50 chat windows open and trying the best she can to help.

That would be especially useful if something serious happened - and it's good, anyway, to have that kind of interaction, right? No, my friend, it is not. Psychology 101 can teach you that people would rather know they're talking to someone directly than, say, e-mailing them. Any why have support if it is useless? I haven't seen a good answer come out of live support, and am waiting to hear such from others. And how can you feel sympathy for them - they're a profit machine. They CAN afford to have more support staff. If a live support operator has 50 chat sessions going on at once - that's a problem on hostgator's side. (or a server went down, which we should hope is not happening all of the time.)

Originally Posted by normie

Well, I asked the live support if anyone was there at sales to help me (after they were unable to direct me to where the sitestudio was and told me to e-mail sales...and, btw, i don't think my original question should have been all that difficult to answer)...and it took them 5 mins to get back to me to say "you will receive e-mail from them". I said, "yes...but i'm wondering when...tonight, this weekend, not until Monday".

They asked you to email sales because we have to enable it for you, what is your ticket ID and I can check on your request (email me at sales@hostgator.com or ben@hostgator.com) but I can ensure you that all those requests are processed within a max of 10 hours and usually only takes around 30 min.