Topic: What's going on with Hosting24?
I've been an on/off customer with you since 2009, and I've always said that I would never host a website anywhere else. I used to enjoy receiving quick 'personal' support, and by personal I mean, the person offering the support treated me with priority, respect and always had my best interests at heart.
Since I started my new website in December 2013, I can't help but notice that the support isn't what it used to be. Whenever I use the live chat, which is now incredibly slow to respond, I am not getting the same personal feel that I used to get. Instead I get someone who gives me the impression that they don't give a toss about my issue/problem, and just wants to deal with me as quickly as possible. The answers are always extremely vague and inaccurate to the questions. The help desk is the same, and is becoming increasingly less than helpful.
I usually hear the same generic response.. A vague answer, followed by "It has been my pleasure to assist you today and I will be glad to help you with any further questions".... What's that all about? I can instantly tell that the person assisting me hasn't typed that. It's just robotic speech. It hasn't been their pleasure to assist me today and they gladly won't help me with any further questions. It's almost politely telling me to f*** off. If the person assisting me lived up to that statement, and did offer me top quality support then it would be a different story.
What has really angered me, is the fact that I purchased a VPS as an upgrade from shared hosting - but nowhere through the process was I told that they are unmanaged and I'll have to receive all my support by googling my answers. Forgive me please, but not everyone is a technical whiz kid, and not everyone knows how to solve issues that occur with their server, which is why I would have hoped I can rely on the company I purchased it from to give me some support. I'm now met with ANOTHER robotic generic answer:
"As much as we would love to assist you further with your issue, you must understand that you have an unmanaged VPS with us, so this type of request is beyond our scope of technical support we provide. Unmanaged VPS essentially means that administration, configuration and troubleshooting services are not performed by our staff. The only issues handled on unmanaged VPS are hardware and network problems (issues out of your control)."
I would like to know why this has changed, and I don't want some robotic lawyer type answer - as I'm a paying customer, investing my money in to your services so I expect an honest explanation.
Why am I receiving poor support, despite having done business with you for 5 years. I feel extremely let down and annoyed that I am forced to find solutions to my problems elsewhere.