Another "when" Question And Comment

[Vern3]

I signed up last night (>12 hours ago), and haven't received any email from you yet. Not saying that you didn't send it, just that I haven't received it yet. I'm having some email problems with my other hosting company (which is probably why I haven't received anything yet), and wanted to know when I can start working with my new site on TCH.

 

I tried to use the chat with TCH a few minutes ago, and only the support & sales were available, so I chose support. I finally got "Liz P" on line, and I was trying to get to the point I made above, but got cut short by her:

 

Below is the complete transcript of your chat session:

===

Company: TotalChoice Hosting

Department: Support Department

Name: Liz P.

Email: liz@totalchoicehosting.com

Day: Thu 09/02/04 01:58 pm

---------------------------------------------

Vern : Is anyone there?

---------------------------------------------

** You are now speaking with Liz P., Support Department. **

Vern : I haven't received a confirmation email yet from you re:

******my domain******.com hosting last night.

Vern : Are you there?

Liz P. : have you signed up for a new hosting package??

Vern : Yes. Last night.

Liz P. : please wait for sometime and you'll hear from us soon

Vern : How long is "sometime"?

Liz P. : give it 12 more hours time at the max

Vern : Will YOU please at least check on the status?

Liz P. : you need to check rhis up with the billing department as

they handle new orders and domain setup

Liz P. : please send a support ticket to billing regarding the status

Vern : Do you happen to have a phone # that I can call so that I

don't have to keep typing in circles? I don't like being given the

run-around, regardless of medium (phone or web). Since I AM getting

it whether or not I like it, I would much rather talk on the phone.

Liz P. : i am sorry but we dont provide telephonic support, the

supportdesk is the fastest ad most reliable way to get in touch with

us

 

===

 

I left at that point, and tried sales; and got the same person, who disconnected on me after she read my name.

 

I would like to view my account, and to do so I need you to send me my account information - - to a different email address.

 

My experience so far with TCH support hasn't been the greatest, but from what I've read in the forums you seem to at least try to satisfy the customer (in the forums.) The instant chat leaves something to be desired.

 

Also, regarding the instant chat: I tried to use it many times last night and this morning, but it didn't work. I switched over to Internet Explorer, and it worked. I had been using Mozilla, and hadn't seen anywhere that it wasn't compatible.

 

One more thing: the picture that you have on your support page has a person with a headset on, implying that you have phone support. Very misleading, bordering on false advertising. I assumed (yes, I know what it stands for...) wrongly that you had 24 hour phone support. I've now discovered - the hard way - that not only do you not have 24 hour phone support, you have NO phone support.

 

My comments in the chat session regarding getting the run-around still stand. I don't want to wait another 12 hours, when most likely the problem wasn't on your end. And no, I don't use a free email provider; I have my own domain, just with a soon-to-be ex hosting company.

[TCH-Dick]

If you used an email address associated with the domain name you signed for hosting you will not get the e-mail. That is whay the sign up form says do not use an e-mail address associated with the domain name.

 

The help desk is the fastest way to get support (link at the top of the page)

 

The forums are not for technical support, they are customers to help other customers. There are a few staff members that check the forums throught the day but the support desk is the primary means of support.

 

I can look up your account but I'll need more info like the domain name, or last name used on the account.

[Vern3]

Hi Mike,

 

The email that I used for sign-up is NOT with the same domain that we are discussing. I have several, so that was not the issue. I am setting up a NEW domain for a friend of mine.

 

I will now post a help-desk inquiry with the contact & domain details, but what I mentioned above is -imho-:

A. Valid

B. Fair

C. In the appropriate forum.

[TCH-Rick]

Please check your email. I have resent the information.

[Vern3]

Hi Rick,

 

Got it, thanks.