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[goodhostme]

hello there
I have been through the gauntlet of web host providers and I recently moved from 123Reg (webfusion) I found their customer support reachable if not always consistent first i tried the vps
Really nice kit using plesk panel then i find out any question about vps were answered with WE DONT PROVIDE support with this package so
I downgraded to a reseller account
and then found out the interface was out of the ark HA HA
I started looking for a fresh approach to web hosting and found out
about heart internet wow their website looks like the solution i was looking for.
A company that cares !
So i spent the last 4 weeks learning the system there
Everything looks great I got all the way to being set up with hostpay payment system
I admit it all looks great and professional
I set up my api with the cart and my merchant provider(all good ).
I just had a few changes of links to make to link homepage link on hostpay to my hp a simple task
not having any real programming knowledge i did well then bang
hostpay pages went down
I sent them a message to support asking nicely for some assistance
1 hour later no reply
4 same
I checked my ticket it was there
Reset hostpay to get my system back up ( I got to re- edit it all again
so Monday I didnt even bother to go online
So on Tuesday I checked my email NOTHING
I log in to my account the support ticket is deleted no ticket number nothing
I send back a new ticket
And Today Wednesday NOTHING
I thought justhost was rubbish but al least they replied to my support request
Heart internet promises so much but only cares about signing you up
after that they stick a big finger up at you and call you (me ) a mug
Well
What to do ?
thank you for reading this far
watch this space for updates to the continuing saga
Oh guess what ?
I found out that the founders of web-fusion 123reg are also the founders of HEART INTERNET
Well now that makes sense
So if anyone has got any good ideas
PLEASE DONT BE SHY AND SHARE YOUR THOUGHTS
If nothing else i hope that iv'e entertained you all ant that
I feel better sharing my frustration about the cowboys in this business
Thank you Webhost talk for allowing me to vent some frustration
I can get some sleep now
watch this space !
Rob Phillips
thegoodhostme

[labalaba]

Hi goodhostme and welcome to Web Hosting Talk!

A couple points of interest are the forum guidelines and this answer guide.

[AirJordansHead]

Hi, goodhostme

Nice to have you join with us on WHT forum and wish to see you around.

[goodhostme]

Thanks for the message
I have some good news
I did a search for the Directors
and sent an email to both Tim and Jonathan
I got an almost instant reply from Tim (who is on holiday )
follows :Hi Robert

Thank you for contacting me regarding this.

I can assure you that we would NEVER delete a ticket from the system, in fact the only people that could do that would be someone from the system admin team with high level database access. Nobody in the Customer Services team could do it or would want to do it.

Our average response times to tickets is currently 9 minutes. I've just checked our queue of currently open tickets and we've got 7, but we deal with hundreds of new tickets every day. We've always had plenty of staff in the team and they are never under any pressure in terms of volume - so there would never be any reason to remove a ticket.

Heart Internet is a very well respected company, in PC Pro magazines recent review of hosting companies we got 5 out of 6 for support, and that is from customers filling in their survey. We are also the largest Reseller host in the UK and our success has been built on listening to customers through our feedback system. We receive over ten feedback forms a day from customers and I read every one and we implement a lot of the suggestions from customers.

Are you sure you definitely submitted the tickets correctly? You do have to confirm at the end that you definitely want to submit the ticket and I have seen a couple of times customers forgetting to do that last step (it's the bit where we show you some links to the support database that are relevant to your query, if there's nothing there that's correct you have to click to submit your ticket).

So I hope I've put your mind at rest that we wouldn't remove a ticket.

Best wishes

Tim Beresford
Heart Internet

It appears that when you raise a ticket, push send.
You get redirected to the support pages.
There is a keyword search engine showing related your enquiry then below there is a link to submit the ticket you must press the link THIS DID NOT SOLVE MY PROBLEM to enable the ticket submission.
If you move from this page the ticket is not submitted
Which is why people do not get a response from customer services.
So any other feed back you get from other people having problems is probably this.
I got a phone call from customer services and spoke to Robert
we went through and did a dummy ticket to test and it all worked
They have told me that they will work to make the pages clearer in submitting support requests.
I can only say that the response I got "I am very pleased with
the speedy response I got from Tim despite him being on his holiday
Thank you to all at heartinternet