QUOTE
Again, that has not ever happened. You are saying a lot of things that support SHOULD do but they don't. I have upgraded my account because I can't get my email for days now. They said that's what I have to do. I have done it and now no answer for hours and hours. I posted to ticket about 3 times and nothing. Horrible support. Do google on Hostony reviews and look what you get. That isn't one or two frustrated people, it's many people getting the same poor support.
Excuse me, but that is completely wrong. I myself have done it many times when a customer in live chat asked for a supervisor to join it when the support was unable to help.
QUOTE
This doesn't happen. It would be nice if it did but it doesn't. I have done this many times in the 3 1/2 years that I've been here and it does not happen. EVER.
I am not sure why it happened to you. Please, be so kind to provide me with the ticket numbers for supervisors that were not answered. I don't think you will find at least one request without a supervisor's response.
The supervisor is not available 24/7, and a response delay in tickets is possible, but when you say that the supervisor does not help, this is not correct, excuse me.
QUOTE
Your support people come on this board and say how great their support is. That a supervisor will help you. That there are many other people waiting for support. (Why is that anyway, are your servers that bad that everyone has problems?) Yes, you come here and post that but that is it. Nothing else happens. Nothing changes. We still get no support, only posts here that say you have support.
I did not try to tell you that it was your problem, I just meant that it is not always physically possible to answer to all the customers with an interval of 2-5 minutes. Of course it is not a problem of customers and may be I shouldn't have told it to you, but still, I didn't mean to say that you should just stay there in chat and wait for 2 hours because the support have other things to do at the moment.
QUOTE
are your servers that bad that everyone has problems
No, they are not bad at all. I would say that they are more than good. The matter is that if a problem is server-wide, that is normal when many customers are asking for help at once, because there are many customers on the server. I think you would agree that no company can be 100% sure that all the customers
that have accounts with it are innocent users and never cause any overloads, never send spam, have nothing to do with phishing sites or warez, their sites are never hacked, they never mess up their sites themselves, they host only flower shops, personal sites made in 10 minutes in Frontpage with 5 pictures on them and a contact e-mail, and everything is just perfect.
If as you have said everyone would have had problems, this forum or the ticket system would never be up.
Just attract your attention to the number of the users registered on the forum. If at least 100 of them posted a message per day about their sites being down, you would have surely noticed that.
Please make sure you ask for the supervisor next time you do not feel proper support speed or quality.
It is easy: just ask the support for a supervisor to join the chat. If he answeres with a "NO, I won't do it"(which is impossible), unless the supervisor is not in the office currently, but suppose that support disregards your request, ask for his full name and that would be his last working day in the company.
It happened once already, and I personally reviewed the chat logs after a customer complained and after the consultation with our top manager that support was fired.
I hope that you will finally believe that I am not a response-generating machine with "we apologize", "that will never happen again", "we'll take care of it", "contact supervisor". I just hope that you will change your mind, and it would be great.