Sanding our assholes with 150 grit.

Genius customer support!

A friend of mine recently decided to go all internet and shit, and bought some hosting from the same company I use. For one reason or another she never got any login details for her domain (overactive spam filter, general internet kerfuffle, who knows) and after a couple of days of fruitless attempts at contacting someone she asked me to raise a support call on her behalf -- it was reasonable to assume that support issues from customers would be dealt with before random emails, and I figured it wouldn't hurt to try.

So, anyway, I duly raised a support ticket, giving them all the details we had available, and asking if they can email her her login details. Their response? "She should log in and raise a support ticket."

I leave you to work out my response...
Permalink Mat Hall 
January 19th, 2006
I am as phone aversive as anyone, but in this case you have to waste *their* time with a phone call(s). Anyone can blow off a "business" email.

Tech people are good to call because they are more comfortable solving problems than dealing with people. So, all in all, it works out somehow. ;-)
Permalink LinuxOrBust 
January 19th, 2006
OTH, why waste time on a cheap outfit, find someone with a better reputation and don't deal with that stuff, hopefully.
Permalink LinuxOrBust 
January 19th, 2006
Due to this being bargain-basement hosting there is *no* phone contact at all. They have a phone number on their website, but if you phone it you get an answer phone message that says "due to the volume of calls we receive we probably won't respond to your message; please visit our website and click on the 'contact us' link" -- in other words "don't bother, we just delete them all ever couple of hours".

The only thing that stops me recommending them is their support; I had a few teething troubles when I first signed up (the MySQL server kept dying) and it would take at least a day for them to respond to support tickets, and they *always* responded with "we looked at it, and it's working fine. Perhaps it's a one off, your connection is duff, or the internet as a whole is broken".

Eventually I resorted to sending them several weeks worth of Alertra logs and they confessed that perhaps there was a problem, and since then it's worjed fine and I've not had the need to contact them. The minute I do, though, they demonstrate amply that they've not really learned any lessons. (They did threaten legal action against me for writing a less-than-positive review of them on a "consumer opinion" site, so I politely advised them that I wasn't going to retract my review and they were welcome to sue me but perhaps the money would be better spent improving their support; apparently they chose to ignore me. :)
Permalink Mat Hall 
January 19th, 2006
You already have my genius customer support story for the month. Forcing me to pay for dot upgrades and not telling me which version of the software I'm registered for? Give me a break.
Permalink MarkTAW 
January 19th, 2006
"why waste time on a cheap outfit"

They've stopped offering it now, but I have unlimited storage space and bandwidth and as many subdomains as I choose (each with its own unlimited storage and bandwidh) for £17.99 a year (which includes a free domain name registration or transfer), so I can take a bit of idiocy in exchange for a ludicrous deal. (I've still got about 1.4GB of files hosted, and at a peak was doing about 30GB of bandwidth a month when I had a file linked from waxy.org...)
Permalink Mat Hall 
January 19th, 2006
I've had similar dealings with crappy web hosts. They're not worth the money you save. The minute you sniff a problem, just switch. I've also had to use Alertra to prove that my site was down way more than it should have been. It was around then that I realized that 99% uptime is 1% downtime, and that's about 7 to 8 hours a month or 3 to 4 days a year.

My site was down, so I called to find out why, they said it was because of a MySQL upgrade and things should work now. Great. It worked for a minute or two, and then was down for the next thee hours. I switched after that.

That said, I've been on Pair for ages and I'm 100% happy with the service. I've rarely had to deal with support, and they were always spot-on or at least guidable to where the problem was. I think they had one datacenter migration, but were up front about it and everything worked when they plugged stuff back in.
Permalink MarkTAW 
January 19th, 2006
FWIW, I get 100GB/month transfer with the highest day dropped, 3000 MB disk space for $30 with a 10% discount for paying for a year in advance.
Permalink MarkTAW 
January 19th, 2006
Mat's OP reminded me of the best fax I ever got:

"Please call me if you don't get this fax."
Permalink bionicroach 
January 19th, 2006

This topic was orginally posted to the off-topic forum of the
Joel on Software discussion board.

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