Let me tell you guys something. This new live chat rules is bs.
When I have a emergency with a password protection and its urgent and i see read forum read forum post from techs in live chat, is a bunch of crap. I understand the ticket system and know when i need to put in a ticket.
But let me tell you, when its a emergency I wll go to live chat.. I have clients info not protected casue getting a forbinnen error to set a password protected directory and I need this fixed asap as my client is stressed. I dont need to hear about rulessssss at a time like this. I also dont need to be on live chat for 30 min and tech comes back and says I dont see other chats with this problem instead of helpoing me hes looking at other chats i had.
this is abslulty ridicous and uncalled for. X( X( X( X(
When my clients on phone and its a password major problem do you think they will stay with me for sevices if I say put a ticket in be with you in about 30-1 hours with major information open on the web. I DONT THINK SOOOOOOOOOOOOOO…
WebD, all we are asking is you put in the ticket before you come onto Live Chat. It streamlines alot of things for us, and helps us to better track/resolve issues. All it needs is shooting an email to the right email address. And honestly, a support technician can better understand the issue when he reads it in whole, rather than in broken sentences
We are making alot of changes in the near future to improve our customer support department, this is a part of the bigger picture.
Every issue these days is an emergency.. There are very few companies out there that give you an instant response to any emergency. At best its 15 to 30 minutes, which is acceptable in this industry at these prices. And we aren’t removing live chat support. We are just asking clients to have a ticket in before they use it
I understand and will follow the rules. Its hard at times when I have a client yelling at me on the other end. He was concern about his clinets credit cards and other information open on the web. Then web9 was slow and lagging and he really got upset.
You can see the web9 issue was rather complex, it was resolved but it was not a simple fix this time. Info was posted with as much detail as we can on the status page, of course we can’t go giving user IDs and all but we gave quite a lot.