Thanks to Matthew I

[kmaw]

I submitted two tickets last night for separate issues. They were both replied to in just over an hour by Matthew I. The responses were thorough, detailed and outlined exactly the steps I needed to complete to receive the desired solutions. They were responses you couldn’t think of rating less than a 10.

Excellent work as usual from the support team and special kudos to Matthew I for the best responses I've seen in the five years I've been an HG customer.

[GatorDHanna]

Thanks for your kind words and for being a customer over the past five years. I'll make sure that Matthew I. and his supervisor both see your post.

[kmaw]

Not to overshadow my comments in the above feedback, but I didn't think a new thread was in order...



When I submit a ticket... I've found the recent changes about asking me to confirm my message to prevent spoofing... a pain in the butt and doubling the resolution time of some of my tickets.

I'm all in favour of security and verifying identity (since I work in the financial services industry)... but when the ticket has been opened by the email address listed as the primary billing/contact address for my account and the login information provided in the ticket for the dedicated server works.... is that not enough?

So instead of having my ticket this morning resolved in two hours after the first reply from HG was made:

Yes we can help you with this request. Since you are sending this in from the primary email address listed on your account, we can use this as a means of verification. In order to prevent fraudulent requests via spoofed emails, please reply to this ticket confirming your request.

instead, after my reply to confirm, I had to wait again another 2 and a half hours to have it resolved.

I'm not concerned about the timelines for replies... 2 hours vs 4 hours etc... but whatever that may be, it's going to get doubled if I have to reply/confirm each time. I could try and remember to put the last four digits of my credit card in each time, but that never happens...

It's even more frustrating because I almost always use the ticket system to submit the tickets -- not even email, but the admins obviously can't see that information within the ticket system... perhaps that would be helpful??

[GatorJames]

This is actually our policy on actions that make major changes to your account. The reason behind this is that somebody could send a spoofed email as you and ask for us to close or perform potential damaging action to your account. If we only checked the email address we would be put in a potential situation of liability for actions you did not request. As such we instituted this policy.

If you could PM me the ticket IDs I would be more than happy to look into this for you.

[kmaw]

Thanks for the response, James. I've sent you a PM.

[kmaw]

James has proposed a good compromise.