Not a fan of them not providing live chat support. I had to wait hours and hours for my account details to be sent, by now I'm so tired and don't want to deal with it that I am just asking for a refund, I have better places to spend my money that offers live support, and not just ticket support.
I'm sorry you felt our provisioning time was not up to par however all accounts are verified before they are provisioned and your information was sent within about 3 hours of your order as your order came through while our sales department was closed early this morning.
It is of course your choice should you wish to request a refund, however, I can state with confidence that if you chose to continue your services on with us you will find our support more than adequate as we take pride in providing the best support possible to our customers.
Also I'm uncertain of why you chose to append this to an old thread in a non related issue. We're more than happy to address any issue that comes up but it's a bit mis-leading adding it onto someone elses thread which has already been addressed.
Your provisioning hours is the most important thing that your consumers NEED to know. I didn't even notice it until I had already placed the order and was then waiting in limbo. Now, I'm having to wait even longer to go live again because I feel like that isn't very up front, kinda shady.
Now, if you offered full chat support then I could change my mind. Sorry but it is a deal breaker for me and I am searching for a specific deal, live support included. If I'm paying for 27/7/365 support, then I expect it immediately and I do not feel that it is professional to leave a person waiting for hours to be up and running. I work late and what if I run into a problem? Then, I have to wait around to test if everything is fixed. With live support I can get it fixed right when I biff things up.
I'm sorry you feel that live chat is a deal breaker for you. We do indeed offer 24/7 support 365 days a year, our average initial response time for a client is within 7 minutes. Our stated minimum for a critical ticket is 15 minutes and all others within 30 minutes.
I'm not sure I understand your comment here however:
Originally Posted by ChanceTrahan
If I'm paying for 27/7/365 support, then I expect it immediately and I do not feel that it is professional to leave a person waiting for hours to be up and running.
Your VPS was just provisioned this morning and you've never opened a support ticket with us so I'm uncertain if your trying to imply something with our support, or simply that our order process does have a waiting period?
Each customer is entitled to what they feel is standard and again I do apologize that you feel we do not meet your standards, however, everything we offer is clearly listed on our site and any questions you had before ordering would have been answered by our sales staff.
I do wish you the best in finding a host that fits your needs.