Phone support? - Dotable

joshuayip · 5th June 2006, 11:15 PM

Hi Bob,

I have been looking at the Online Chat support the whole day, observing it. I was just wondering what is the chat operator working hour? If chat is not available, can we call you or your staff in case of real emergency ?? What is the disaster recovery protocol in case of ....disaster or accidents or server hacked or something?

My current host just billed me 6 payments because their billing software didnt do it every month (which was suppose to be automatic). Honestly I dont mind paying for it, but I find it quit rude that my bank had to call me to ask me if I should approve 6 payments from the same company , all at one shot. I wasn't even informed in the first place. I sent them a ticket on this matter, amazingly no one get to me after 12 hours on this matter.

Before that, I requested an account to be moved from one of my other reseller account to them.
3 hours passed before I started to go to their forum to ask them why no one answered my ticket. Then the CEO came to assist me in my ticket (moving site) . I actually had great expectation of this provider I am at , but after it was bought over, it kind of fall short of the expectation. I hope I dont get that here.

Joshua

Aussie Bob · 5th June 2006, 11:25 PM

Live chat is mainly for sales, and not really for tech support. In the last 24 hours, live chat has been in "away" mode, basically because it's being abused by a group of non clients, probably kids with nothing better to do. It's usually "online" for most of the day.

We don't provide phone support. For emergency issues, use the Dotable helpdesk. In my years of hosting, I never have offered phone support and never will.

Curtis · 8th June 2006, 12:45 AM

With helpdesk and support forums (big plus to me), I've never seen the need for phone support. It may look and sound nice but, that doesn't mean you'll get any better service.

Nnyan · 9th June 2006, 10:22 AM

New to the Dotable forums but I've had various hosts for the last 15+ years, some with phone suppport and some without. As long as the host has a solid support forum and helpdesk I really have never missed phone support.

I would far rather give up phone support for a good forum, since I find it to be a huge self-help resource.

5th June 2006, 11:15 PM	#1 (permalink)
joshuayip Member Join Date: Jun 2006 Posts: 32	Phone support? Hi Bob, I have been looking at the Online Chat support the whole day, observing it. I was just wondering what is the chat operator working hour? If chat is not available, can we call you or your staff in case of real emergency ?? What is the disaster recovery protocol in case of ....disaster or accidents or server hacked or something? My current host just billed me 6 payments because their billing software didnt do it every month (which was suppose to be automatic). Honestly I dont mind paying for it, but I find it quit rude that my bank had to call me to ask me if I should approve 6 payments from the same company , all at one shot. I wasn't even informed in the first place. I sent them a ticket on this matter, amazingly no one get to me after 12 hours on this matter. Before that, I requested an account to be moved from one of my other reseller account to them. 3 hours passed before I started to go to their forum to ask them why no one answered my ticket. Then the CEO came to assist me in my ticket (moving site) . I actually had great expectation of this provider I am at , but after it was bought over, it kind of fall short of the expectation. I hope I dont get that here. Joshua

5th June 2006, 11:25 PM	#2 (permalink)
Aussie Bob Dotable Founder Join Date: Mar 2005 Location: Land down under Posts: 4,067	Live chat is mainly for sales, and not really for tech support. In the last 24 hours, live chat has been in "away" mode, basically because it's being abused by a group of non clients, probably kids with nothing better to do. It's usually "online" for most of the day. We don't provide phone support. For emergency issues, use the Dotable helpdesk. In my years of hosting, I never have offered phone support and never will. __________________ Please review Dotable at the following review sites - HostJury.com \| WebHostingStuff.com

8th June 2006, 12:45 AM	#3 (permalink)
Curtis Dotable Member #65 Join Date: Mar 2006 Location: United States Posts: 94	With helpdesk and support forums (big plus to me), I've never seen the need for phone support. It may look and sound nice but, that doesn't mean you'll get any better service. __________________

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9th June 2006, 10:22 AM	#4 (permalink)
Nnyan Member Join Date: Jun 2006 Posts: 30	New to the Dotable forums but I've had various hosts for the last 15+ years, some with phone suppport and some without. As long as the host has a solid support forum and helpdesk I really have never missed phone support. I would far rather give up phone support for a good forum, since I find it to be a huge self-help resource.