Dissatisfied With Customer Support

[Guest Averywong.com]

I take back what I said earlier about excellent customer support. I was trying to inquire about how to change my domain from Namezero.com to you guys. So I went to the online chat, after waiting a good 10 minutes for an operator, Bill finally answered my call. Not only was he not warm or ask me to hold on, he took many long minutes between responces and seemed very cold. He didn't give descriptive answers to my questions, instead gave me cryptic answers like "don't do it now, you waited too late". Answers which lead to more questions which took even longer to wait for a responce. In the end I did not get my question answered and he disconnected me.

 

Now I ask again, hopefully someone else will answer, because I get answers from these forums faster than the so called "live" chat.

 

My question was:

I wish to transfer my domain from namezero.com to TCH. Can I get a step by step guide on how to do this?

 

Thanks,

Avery

[Head Guru]

Since I am the one that talked to you personally I am surprised at this.

 

For twenty minutes you told me the domain name expired tommorrow, and I told you over and over and over dont transfer it. It is to late to transfer it. Just renew at your domain registra. THEN you tell me no it doesnt expire till next month.

 

I am more confused about that conversation then your complaint.

[Head Guru]

Furthermore if you think a ten minute wait is long...... I just dont know what to say

[Head Guru]

Anyways...

 

As I said in our chat.. simply point your browser to our home page and click on Domain Registrations, then choose Transfer.

 

Not much more else to do but follow the prompts.

 

Sorry bout you thinking I was short with you or that your thought ten minutes was to long a wait. I still think ten minute wait is more then acceptable.

[Guest Avery]

Well thank you for answering my question, honestly, I was as confused as you were with my domain issue because it says it expires in 2004, while I should have expired this month, because I never renewed it. I was confused because I could still access it and it was still registered to me,but I could not access the control panel to redirect sites and email accounts. It wasn't the 10 min initial wait, it was the long responce times I experieced between questions. It would help if you asked someone to hold on while they were looking something up or was reading something or whatever instead of leaving them hanging.

[Larry]

A few years ago when namezero had that big thing with 'Free Domain names'

 

I registered one with them.. it expired the next year, but namezero kept renewing it.. spamming me trying to get me to renew it with them..

[chuckmalani]

so he is dissatisfied with TCH customer support because his old registrar is disorganized?

 

come on man, relax. I'm a skeptic, and I'm also all about instant gratification when it comes to customer support. Nothing irks me more than when a "customer support specialist" isn't specialized in supporting customers.

 

However, I will honestly tell you, that in the realm of affordable shared server web hosting, you will not find a more consistant customer service base of people than TCH. The fact that you had 3 subsequent posts within 40 minutes from the president of the company before 5 AM should tell you that you are in the right place for service.

 

Also, is that GMT or are you people really up at 4:30 AM????

 

chuck

[KevinW]

Avery,

 

Understand that whoever is on the live chat is probably dealing with multiple users simultaneously. The fact that you did receive support should be a "plus", not a negative.

 

Two recent and real situations I encountered elsewhere with other companies other than TCH:

 

1. I was trying to get a Dynamic DNS name issue resolved. I contacted the company (let's call them ABC) via their help desk, and dropped ain a ticket. I got an automated reply that they received my request. 24 hours later, no response. I go to their help desk and my ticket is not listed. I drop in a 2nd ticket asking what happened to my first ticket? They replied: sorry we can't acces sit. Please submit your question again. So I submitted a 3rd ticket stating my original probelm. I wait for 24 hours. No response. I contact them by email. Sorry, we're having problems - can you resubmit your request again. This went on for an entire week!!!!

 

2. I wrote to another web provider requesting a change in a web site. I was told I would have a response in 24 hours. I waited 48 hours - no response. I emailed the company. They said send the request again. This time they replied, saying it would take a few days to process...

 

In today's world - we are so used to having everything instantaneously -- and lo and behold a 10 minute wait becomes aggravating and unacceptable. Finally, if it was not an emergency, I would suggest using the TCH Help Desk forum to request support. I try to limit using Live Chat for extreme issues or problems -- meaning I've only used it once this year - period!

 

-kw

[tastewar]

My old host was ok, but when it came to getting support, it was a problem. When I needed to change my nameservers, it took 2 emails, 2 phone msgs and still they didn't respond. I finally had to keep trying them on the phone until I got an answer, which took another day. And that was their *emergency* number!!!

[TCH-JimE]

Hi,

 

I have to admit that Bill Kish and his team provide the best support I have ever come accross period. Not wishing to blow thier trumpet but its true, and I deal with several customer supports around the world daily for my job and some of them can only wish to be as informative, quick and decisive as Bill and his team are.

 

Its true we all live in the world where instant "everything" seems to be on offer. The truth is, nothing is ever instant. Providing the chat help here is nearly unheard of. AOL does it, but its so rubbish its untrue. You may have waited 10 minutes, but with AOL an average of double that is my parents experience.

 

Forums will always be faster because whilst there is only a few people manning live chat, there could be 100s of people reading the forums.

 

I don't know if you have had your problem sorted, if not, please say and we shall all help you, because TCH community does indeed rock, but it only rocks because of what Bill and his team does. Without them, this would would just be another hosting company in the sea of internet companies.

 

Jim