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: 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
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: if she's dailing the right number
angelvalleyrep: She went to hostradius.com, clicked support, called the 888-508-5082 number
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
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: don't take offense
insidersupport: you were just getting unruly
insidersupport: I gave you the toll free
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
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: one sec
angelvalleyrep: I told her you might be able to work it out, but she's not happy
insidersupport: talking to her now
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?