Web Hosting Talk : Web Hosting Main Forums : Web Hosting : Unusually bad experience with insiderhosting.com

[angelvalley]

This is an instant messaging dialog from today, with some Angel Valley staff attempting to fix a problem one of our interns had with a new account they had signed up for with insiderhosting.com after originally being with hostradius, now owned by insiderhosting I believe. With all the good things I've heard about insiderhosting, I was quite surprised at this dialog.

This does not represent Angel Valley's views of insiderhosting.com, and is just being posted here at the request of the parties involved.

The insidersupport individual was very rude, and while many apologies were made after the fact, I was told that the phone call following this dialog, the person on the phone was, quote, "so condescending", that the individual completely cancelled their account and new order with insiderhosting.

Apparently, the original issue stemmed from a cancelled credit card charge back in September, which just now caused the account to be suspended. The person on the account was not notified of this situation at all until the account was suspended a day or two ago. Apparently, insiderhosting accepted blame over the phone for failing to notify her of the situation, due to an email error and their failing to notify her via telephone. She (our intern) gladly paid the balance due immediately over the phone, but cancelled the account nevertheless. In any event, they absolutely should have simply telephoned her, and the situation would have been resolved immediately. Instead, the following occured.

Judge for yourself if you think this was properly handled. Names and domains are changed but otherwise this is completely unedited. The "You want help, don't give me attitude" line after finding out their support page listed an incorrect number was quite notable.

angelvalleyrep: Hey there, help on a new account setup?
angelvalleyrep: Friend of mine was hosting XXXXXX with hostradius, who you guys bought I believe
angelvalleyrep: recently her account was suspended likely because it expired.
angelvalleyrep: she then signed up with you guys (at my advice)
angelvalleyrep: but hasn't recieved a confirmation email or anything saying her account is setup
angelvalleyrep: granted, she doesn't really know what she's doing
insidersupport: hello
insidersupport: ask her to login to hostradius.net
insidersupport: to please pay out the existing invoices.
angelvalleyrep: there's an existing invoice?
angelvalleyrep: she says she can't log in, she's tried, and it won't let her.
insidersupport: I am sorry, I can't disclose that information to you
insidersupport: ask her to contact s
insidersupport: us
angelvalleyrep: well, I'm on the phone with her right now, I'm her authorized contact, and I can provide you with any information you need simply by asking her.
insidersupport: give me a moment please then
angelvalleyrep: sure thing.
angelvalleyrep: She says she does not know what username to use (she's trying her email address, XXXXXX@XXX.XXX) and her password, and it's not letting her in.
angelvalleyrep: She called the number to talk to you guys, got a busy signal every time
insidersupport: impossible
insidersupport: if she's dailing the right number
angelvalleyrep: She went to hostradius.com, clicked support, called the 888-508-5082 number
angelvalleyrep: busy
angelvalleyrep: we verified.
angelvalleyrep: calling from California
angelvalleyrep: er, 808
angelvalleyrep: not 508
angelvalleyrep: 808 5082.
angelvalleyrep: this was all today
angelvalleyrep: Also instant messaged HRadiusSarah for support and got an instant message back saying "This isn't Sarah."
insidersupport: who is 808
angelvalleyrep: 888-808-5082
insidersupport: 808 is hawaii number
angelvalleyrep: that's the number on hostradius.com/support
insidersupport: that isn't our number
insidersupport: 800 285-2850
angelvalleyrep: dude, I'm looking at it right now
insidersupport: well that must be an old page
insidersupport: because that isn't our number
angelvalleyrep: hostradius.com/support is an old page?
angelvalleyrep: you've got to be kidding me.
insidersupport: sorry you can leave the attitude
insidersupport: you want help
insidersupport: don't give me attitude
insidersupport: that isn't the right number
insidersupport: 800 285-2850 is our toll free number
insidersupport: simple as that
angelvalleyrep: Ok, you know what, we're cancelling the whole order, I can't believe you just said that to me. I'll have her call and verify the cancellation right now.
angelvalleyrep: Is that the right number for her to call and cancel?
insidersupport: sure
angelvalleyrep: thanks.
insidersupport: don't take offense
insidersupport: you were just getting unruly
insidersupport: I gave you the toll free
insidersupport: http://www.hostradius.com/contacts/index.php
insidersupport: asks to log into the insiderhosting helpdesk
insidersupport: we will change the contact phone number
insidersupport: not sure why that wasn't changed
insidersupport: so apologies on that one.
angelvalleyrep: I'm not unruly, I just said that you're telling me I called a number from an old page when it's the number on the current support page. I feel like you were rude to me when we've been trying legitimately to contact you.
angelvalleyrep: I hear nothing but good things about insiderhosting
angelvalleyrep: but I think in this case it's been a bad experience, so we'll just try something else.
insidersupport: no not at all
insidersupport: I apologize if you think I was being rude
angelvalleyrep: I won't hestitate to have someone try you guys again in the future.
insidersupport: not my intention
insidersupport: my intention was to try to help you
insidersupport: by giving you the correct number
insidersupport: that was all
insidersupport: then you started what I took or miscontrued as a tirade
angelvalleyrep: I understand, but c'mon, "You want help, don't give me attitude"?
insidersupport: so sorry if I misunderstood
angelvalleyrep: that was pretty out of line, don't you think?
insidersupport: at that time, I felt like you were being combative.
insidersupport: now I do that you clarified things
insidersupport: so I apologize
insidersupport: i misunderstood
angelvalleyrep: Look, even if I was (I think I was being blunt, but not combative), it's it your job to understand my frustration and try to sympathize?
angelvalleyrep: I mean, she did try all the options on the support page.
insidersupport: no, my job is to provide help, not deal with people who are arguing with me about our toll free number.
angelvalleyrep: It's understandable that my having recommended you guys, I was a bit unhappy
insidersupport: we do try to sympathize with everyone
angelvalleyrep: well I'm sorry you feel that way. Your toll free number is on your website incorrectly, and that's not my fault.
insidersupport: yes, you are 100% correct
insidersupport: that is our fault entirely
insidersupport: and for that I apologize
insidersupport: so let'
angelvalleyrep: It's understandable that someone whose site has been down for over a day would be displeased when unable to call support.
insidersupport: let's figure out how to get that site back online shall we
insidersupport: give me your name
insidersupport: please
angelvalleyrep: My name is XXXX
angelvalleyrep: her name (on the account) is XXXX
insidersupport: that way I can check to see if you are an authorized account contact
angelvalleyrep: as far as I know, she's calling right now to see what her options are
angelvalleyrep: she can explain what's going on
insidersupport: okay
insidersupport: one sec
angelvalleyrep: I told her you might be able to work it out, but she's not happy
insidersupport: talking to her now
angelvalleyrep: ok.

I should note that after speaking to the rep, he instant messaged us again wishing us the best of luck and saying that the situation was resolved.

Regardless, this is one of the most unprofessional support dialogs I've ever read.

I think this was an embarassing fluke on insiderhosting's part, very out of character from what I've personally read, but worth mentioning to the community here to see if this has happened to anyone else recently. Maybe it's just one bad apple messing up the whole bunch?

[Mark_TVI]

I think the only one that looks foolish is you for posting this mess. They had an out of date phone number on the page of a host they acquired, they were talking to a 3rd party not even the account owner and they still tried to help you out when you were getting bent out of shape.

Should he have said anything about an attitude? Probably not but he apologized for it as well and yet here you are posting all this. The only thing I'm surprised at is the fact they helped you when you are not even the account owner.

[angelvalley]

Originally posted by Watcher_TVI
I think the only one that looks foolish is you for posting this mess. They had an out of date phone number on the page of a host they acquired, they were talking to a 3rd party not even the account owner and they still tried to help you out when you were getting bent out of shape.

Should he have said anything about an attitude? Probably not but he apologized for it as well and yet here you are posting all this. The only thing I'm surprised at is the fact they helped you when you are not even the account owner.

Are you kidding? We were representing an inexperienced friend who was having trouble with her website! We had her on the phone walking her through it, trying to help her because she couldn't do it on her own. She called them personally once it had been explained to her what she needed to do. You actually think *we* were out of line? Did you even read the dialog? Nobody was bent out of shape.

This is unbelievable. Of course I posted it, I've never seen anything like it before. Would you actually do business with someone that talked to you like that?

Oh, and go to hostradius.com and see if you find anything that says "we were acquired, go here for support." All the forums, support site, everything is all hostradius.com domains, no obvious mention of insiderhosting, especially to a layperson like our friend. Phone number right on the support page, no mention of a new one. Wouldn't you think that's who you're supposed to call for support?

I'm not saying it's the end of the world, but getting snapped at for being surprised about this fact was not necessary. Were we displeased? Sure, but understandably so and we certainly were being reasonable about it.

Unbelievable that you would say that this is acceptable behavior. I just don't believe it.

[loopforever]

angelvalleyrep: you've got to be kidding me.
insidersupport: sorry you can leave the attitude
insidersupport: you want help
insidersupport: don't give me attitude
insidersupport: that isn't the right number
insidersupport: 800 285-2850 is our toll free number
insidersupport: simple as that
angelvalleyrep: Ok, you know what, we're cancelling the whole order, I can't believe you just said that to me. I'll have her call and verify the cancellation right now.

I would have done the same thing. There's no way I'd ever speak to my customer's like that. As a business owner you don't come straight out and say "sorry you can leave the attitude" - that's something you tell your kids, not your customers. I can understand asking a customer to calm down if they're completely out of hand, but you weren't. Horrible way to interact with customers - but, maybe the tech was having a bad day . I'm no one to judge the company, I'm sure they're great - just commenting on this little bit of information available to me .

[angelvalley]

Originally posted by loopforever
I would have done the same thing. There's no way I'd ever speak to my customer's like that. As a business owner you don't come straight out and say "sorry you can leave the attitude" - that's something you tell your kids, not your customers. I can understand asking a customer to calm down if they're completely out of hand, but you weren't. Horrible way to interact with customers.

Thank you. By the way, she's looking for a new host for that site with a bit friendlier and more professional support. I'll have her check you guys out.

I do want to say again that I don't feel this is a representation of insiderhosting as a whole, just one bad experience. But this is a classic example of how poor customer support, even if it's a fluke, can and usually will cost you customers.

[loopforever]

Thanks - that is very much appreciated . Hopefully things work out for her, regardless of where she goes. And yes, you're right, poor customer support is a killer...

[Mark_TVI]

You seem to have missed what I said:

Originally Posted by Watcher_TVI

Should he have said anything about an attitude? Probably not but he apologized for it as well and yet here you are posting all this.

I didn't condone the support techs statment and it's only fair to mention he apologized for it multiple times.

Originally Posted by angelvalley

Oh, and go to hostradius.com and see if you find anything that says "we were acquired, go here for support." All the forums, support site, everything is all hostradius.com domains, no obvious mention of insiderhosting,

Yet somehow you figured out how to get to the right place for support right?

I think you miss the fact the Tech was not required to help you at all. You never were and are not now his client. I can tell you right now that if that were us in their position and you wanted account information you would not have received it. We would have called the client and worked out with them what they needed.

Posting these types of IM conversations makes you look worse than the actual infraction. But that's just my opinion, feel free to look around for some that agree with your opinion...

[blue27]

feel free to look around for some that agree with your opinion...

You won't have to look far.

Posting IM conversations is very questionable at best from the client side, and unacceptable from the provider side.

[mkc]

this is nothing compared to some of the aim "support" i've recieved in the past

[JamesCC]

Well I dont want to pick sides here as I do not know the company at all ....... but the person in chat did have the log in information and was only looking for help as to what the problem was ...... of course the help tech did apologiz but in truth he should have worded that a little differently ...... so I would call this one of those bad days where the whole thing was on the wrong side ... wrong person calling and contacting the wrong person to start with

Now we have had to contact a few places for clients that could not get an answer because of one thing or the other ........ and a good support team will ask the right questions to find if you have the right to inquire about this ........ plus they would be professional about the matter ........ but when it comes to customer support its tougher then it looks.

( I know I have contradicted my thoughts on each side but thats how I see it )

[Mark_TVI]

but the person in chat did have the log in information and was only looking for help as to what the problem was

He was looking for the actual login information because he was claiming his *friend* couldn't login.

There is no way I would ever disclose a client's login information to anyone other than the client, unless the client made prior arrangements for me to do so...

[Burbman]

Ok so the number was wrong, you were chatting with the guy about support issues, why bust his balls for it. He took offense to your statements, makes a statement and then realizes it was wrong and apologizes for it, multiple times. He isn't the one responsible for the website, that would be the webmaster, he is support.

So as much as he may have made a mistake, to post the chat is uncalled for, and in my opinion, unprofessional over such a small matter.

[fusionrays]

Interesting thing is that the phone number on both pages ../contact and ../support both have the incorrect phone #.

[JamesCC]

Hey I dont disagree with ya Watcher ........ like I said bad day on both sides ......... wrong person contacting the wrong person ...... this to me should have went to customer service not Tech service most Tech service would have said from the beginning call this number and talk to so n so with customer service.

As for posting the IM here ?? ....... well I guess thats their perrogative. (may not be right but you know how it is)

Thats the chance you take with clients ........ some will say your great and others will say you are the worst they have ever used .. and when it comes to WHT post I am sure you will find it on both sides for all that come here.

[angelvalley]

Originally posted by Watcher_TVI
He was looking for the actual login information because he was claiming his *friend* couldn't login.

There is no way I would ever disclose a client's login information to anyone other than the client, unless the client made prior arrangements for me to do so...

We were not looking for login information at all. We were looking for help. We would have happily provided any information he requested about the account. All we needed was for him to find out what was going on, and he would have been more than welcome to call her at anytime. We were sitting on the phone with her the whole time. When we got the number we hung up with her, and she called him directly.

We didn't ask for passwords or anything of the like, in fact, we would have *given* him the passwords she was using had he asked. He also could have flat out refused to talk to me, and just given me the support number, which would have been completely acceptable. Nevertheless, we did have all the information we needed to discuss the account, it just never got that far.

This is all besides the point, and doesn't excuse his behavior.

As far as posting the AIM conversation, of course I posted it. It's not questionable in the least in this scenario. It's a transcript of our conversation which was cause for us cancelling an account, and it is completely fair of us to share this with the community to find out if this is happening to anyone else. There is no personally identifiable information in it and it is a completely unedited transcript. This is akin to posting an email response, web ticket response, or anything else that is related to the interaction you have with your provider that isn't specifically intended to be private. It's not unprofessional in the least. CNN does it, newspapers do it, it's the way things work.

If you put something in writing to a customer, you're talking on the record. If you're going to talk to your customers in that fashion, don't be surprised when they complain to the community.

This is a simple case of getting caught with your hand in the cookie jar. Nobody is saying he didn't try to apologize, but even after apologizing on AIM, he spoke very condescendingly to our intern on the phone. He *did* apologize numerous times, but only to return to being rude, then apologizing again, continuing this pattern on the phone.

You should be *proud* of the way you handle customer support. If you have something to hide and don't want anyone to view the type of dialog you have with your customers, you've probably got bigger problems.