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Thread: bobcares.com - Poor Support Team
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09-18-2006, 01:17 AM #1Web Hosting Guru
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bobcares.com - Poor Support Team
So we started out with Bobcares.com about 8 months ago. At first they were good and answered tickets on time and properly resolved issues. As time went on, they were ok, with the ocassional late ticket response, which we could live with.
Last few months though, there have been many tickets that have gone unanswered till we prompted them to answer them after hearing from angry customers. The grammar has also gone downhill with many typos and the reps fail to understand what they client is saying sometimes, further fueling the frustrations.
The last straw was when one of their reps replied to a customer's support ticket and said we couldn't offer a particular feature on our server and referred them to a link. This link was to the company that we rent our servers from!!! I was shocked. I couldn't believe these guys don't have basic common sense not to disclose that vital information!!! We are now on the look out for another support team who is competent, speaks proper english and doesn't disclose confidential info. But maybe we're asking too much...
Anyway, just a heads up to anyone thinking of using Bob(?)cares.com
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09-18-2006, 05:25 AM #2Junior Guru Wannabe
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They moved their support service to India not so long ago, what do you expect.
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09-18-2006, 06:15 AM #3Web Hosting Guru
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Originally Posted by Plasma Badger
And they say ISO 9001 certified blah blah on their site. Means nothing.
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09-18-2006, 10:08 AM #4Web Hosting Master
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Originally Posted by Plasma Badger
I'm sorry to hear about your bad experience with Bob"Cares". I'd suggest you take a look at www.touchsupport.com or www.etechsupport.net (One of the VERY good Indian outsourcing companies).
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09-18-2006, 10:30 AM #5Web Hosting Master
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Originally Posted by Techpresence
Do you have any experience with those companies?
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09-18-2006, 10:39 AM #6Web Hosting Master
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I do have some first hand experience with both of these companies. I've talked with the sales staff from eTechSupport.net and came pretty close to becoming a client of those to support my clients. Same goes for TouchSupport.com - I also have a couple of friends that use TouchSupport.com and I have heard not one bad thing about them from their end.
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09-18-2006, 10:48 AM #7Web Hosting Master
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BobCares was one of the first - if not the first - company I know of that started the whole outsource support craze within the hosting industry. So it is really a shame to hear such a bad review on one the pioneers of that market. Unfortunantly I too have heard some negative things about BobCares and how their service is far from outstanding like it originally was.
I would be very interested to get some feedback and any reviews others might have regarding BobCares. My only hope is that the stories I have heard are only a few bad apples and there are many more positive one's out there.
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09-18-2006, 12:31 PM #8Web Hosting Guru
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Originally Posted by Techpresence
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09-18-2006, 12:34 PM #9Web Hosting Master
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eTechSupport.net continues to have positive reviews on WHT. Their support is located out of India - if I am correct - but their english syntax is pretty decent. It would be worth researching if your interested.
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09-18-2006, 12:57 PM #10Junior Guru Wannabe
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Most people here will tell you just to try a company they tried previously maybe they were lucky maybe you aren't so you have to get feedback before you involve yourself,heads up then take a decision .
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09-18-2006, 01:51 PM #11Disabled
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Just keeping faith on review is not good and to some extent it is very correct that these people hire staff with good english for sales and rest is like all blind.Hostgator owner can give you a good report for the company like etechsupport as he was the one who suffered for their mistake and finally he decided to have inhouse team.
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09-18-2006, 01:54 PM #12Web Hosting Master
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Well personally I will stick to my own. That way I can slap them if they do something wrong. Well - that is when I get to that point of hiring staff that I can slap.
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09-18-2006, 02:54 PM #13Disabled
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Yea i agree with you jerett but in real world you can not just visit india to slap them so it's good to be very selective when it comes to support.Initially i was too positive about them and was thinking of outsourcing my support to them but then knowing fact which hostgator faced was a proof of hiring half knowledged techs by etech.
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09-18-2006, 02:56 PM #14Disabled
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I would refer 24x7hostingsupport, Have not yet experienced them but my friend has been using them and is happy with the quality they provide..
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09-18-2006, 03:19 PM #15Web Hosting Master
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Being able to successfully handle support request is a growing concern as the industry continues to grow and such companies as 24x7HS sometimes play a major role in many providers business structure. IMHO - if your are going to rely on services offered by such outsource companies - try and limit it to the late shift - from around 10p to 6am - or there about.
Your customers will more than likely understand if you have them working the late hours than if you use their service during the day time as well.
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09-18-2006, 04:29 PM #16Web Hosting Evangelist
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Originally Posted by Plasma BadgerCityWideHost.com - Web Hosting YOUR Way!
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