Poor Customer Service

V

VTGal

New member
Have you run into any really bad customer service when dealing with hosting companies? What happened? Did the service force you to switch hosts?
 
Customer service is the #1 cause of cancellations. Customers will typically brave the worst of outages and service issues as long as they can call or email and get proper, quick and informative responses from customer service. Rude, curt or generic responses tell the customer that their host doesn't respect them enough to keep them informed as to the status of their service and that causes more cancellations than anything.
 
Customer service is the #1 cause of cancellations
Click to expand...
I would say downtime and other web hosting server related issues are. As rule advanced customer do not bother customer support and that is not the main reason because as rule they are being proceed automaticly
 
midPhase-Matt said:
Customer service is the #1 cause of cancellations. Customers will typically brave the worst of outages and service issues as long as they can call or email and get proper, quick and informative responses from customer service. Rude, curt or generic responses tell the customer that their host doesn't respect them enough to keep them informed as to the status of their service and that causes more cancellations than anything.
Click to expand...

I had this same type of issue this week with my ISP though. I think for many that run hosting companies now this has to be the top of 10 reasons why they did what they did starting it up. I just dont get how people can give crap service and expect clients to just suck it up and deal with it. :rolleyes2
 
Communication is the key in web hosting business. As long as the hosting company can keep the customer informed in a timely manner, the customer's trust factor will be maintained & he'll be a long term customer. Just my 2 cents.
 
Agreed-I will put up with much longer downtimes if I am made aware of the fact up front, or kept in the loop as far as progress in fixing an error. But a lack of communication on the other hand appears ignorant.
 
It might just be that the people that work in customer support for cable, phone, etc have a second job at some hosting companies. :) I just dealt with a horrible customer support with both my cable company and my phone company.
 
I haven't encountered any real bad customer service as of yet, but thats because the hosting company I use - BlueHost has one of the best customer supports in my opinion. Good customer support can make or break a web hosting company.
 
I agree…customer service is the key. The way I see it; The customer is my boss. Where else could you stuff up your work, ignore your boss and still get to keep your job?
 
Bad support usually equals cheap host. Quality host care about their customers and take the time to properly treat them
 
midPhase-Matt said:
Customer service is the #1 cause of cancellations. Customers will typically brave the worst of outages and service issues as long as they can call or email and get proper, quick and informative responses from customer service. Rude, curt or generic responses tell the customer that their host doesn't respect them enough to keep them informed as to the status of their service and that causes more cancellations than anything.
Click to expand...

Great post, Matt.
 
I have had it happen to me and I think its disgusting how some hosts treat there clients. Personally, I would aim for doing business hours from 9:30am - 6:30pm to provide the best service.
 
You must log in or register to reply here.

Supporters

Back
Top