Hosting with no phone support

[Love Sex]

Would you use a company that does not pick up the phone or willing to do phone support for a long term customer?

I never had any problems with them but they just lost an easy sale from me.

[chaze]

Originally Posted by Love Sex

Would you use a company that does not pick up the phone or willing to do phone support for a long term customer?

I never had any problems with them but they just lost an easy sale from me.

I have before but no a days so many hosts have it I would want to just in case. I can say working for a host it's almost impossible to fix stuff over the phone tickets are much faster and more productive.

[fatfoo]

They should have that phone support for a long term customer. Lack of support could lead to losing customers.

[raymor]

Our favorite hosting company has their email / ticket system finely honed and it's awesome how fast they are. They don't do phone support and that's fine. Only once is maybe eight years it was inconvenient because I was out of the office and smart phones hadn't been invented yet, so I couldn't email.

[AllAboutCams]

no not if there email support is fast

[Supz]

Probably a reseller or smaller operation

[nikki99]

I knew a webmaster from LA who don´t stop calling on the phone people were sick of him, now he is working as a prostitute in Beverly Hills

[18teens]

Originally Posted by Love Sex

Would you use a company that does not pick up the phone or willing to do phone support for a long term customer?

I never had any problems with them but they just lost an easy sale from me.

No, I wouldn't use a host like that whether I was a long term customer or a brand new one. I have come to expect a certain degree of excellence in the support I get from my host.

[benherover]

I run my VPS server with linode which is email only and its great. I never need to call them. I can restart, reimage, duplicate my VPS via their panel. I can only imagine the douchebag idiots that call hosting companies with every little issue. No thanks.

I prefer to deal with hosting companies that focus on rock solid hosting. Not placating grannies and computer noobs.

[k0nr4d]

Phone support is inefficient... on a ticket system/emails/icq you can address multiple peopel at once. Over phone, you can only handle one at a time. Phone should be available but used only for *real* emergencies.

[alextokyo]

I fucking hate phones, and people are idiots. It doesn't make much sense to do phone support since it's totally inefficient and you have to wait for stuff to happen (like a reboot) because people expect everything to be solved within one single phone call and get pissy when it doesn't happen. Not to mention thick accents, bad connections, people who can't speak the language for shit, ask stupid questions, having to explain shit to people who don't understand, call several times per month about their $10 virtual account, etc. Plus, dealing with idiots is easier by email or a messaging service.

If you're a big client (who knows what the fuck they are doing), then you might be correct to ask for phone support. Big client, not long-term client.

Also, it makes sense for resellers to NOT offer phone support, for a number of reasons. So if you're using a reseller, don't expect it.

[SomeCreep]

I would never host with a web host that didnt have phone support.

[signupdamnit]

Good in house phone support is a definitely a strong plus. But a good ticketing system can work just as well. I remember in the old days paying $600 to a company for a server yet whenever I would call in about an issue (maybe twice a year on average) I would be told "The techs are currently in a meeting" 80% of the time.

[MaDalton]

i have never called any of my hosting companies in 10 years. i prefer a good ticket system and the direct email of the head tech in case something goes really wrong

[Love Sex]

Im surprised at some of these answers. Some questions can not be answered over an email.

This was the only time I ever called to find out nobody's home.

Oh this was for multiple servers not a $10 account

[joerudy1988]

Probably a reseller

[Love Sex]

Originally Posted by joerudy1988

Probably a reseller

not a reseller.

[raymor]

Originally Posted by alextokyo

I fucking hate phones, and people are idiots. It doesn't make much sense to do phone support since it's totally inefficient and you have to wait for stuff to happen (like a reboot) because people expect everything to be solved within one single phone call and get pissy when it doesn't happen. Not to mention thick accents, bad connections, people who can't speak the language for shit, ask stupid questions, having to explain shit to people who don't understand, call several times per month about their $10 virtual account, etc. Plus, dealing with idiots is easier by email or a messaging service.

If you're a big client (who knows what the fuck they are doing), then you might be correct to ask for phone support. Big client, not long-term client.

As someone who provides services to webmasters, I completely agree. We can four people via email in the time it takes to serve one on the phone. Phone = worse support dollar for dollar. Also, I have noticed that big clients, for whom there own time is very valuable, don't call. It's the $100 / year clients who spend their time calling us.

That said, some people prefer phone and if it's worthwhile that's fine. Come to think of it, right now our preferred customer plan offers phone and email support for $59 / year. I might change that to email for $59, phone for $259 / year.

[JoseSanchez]

I don't always use phone support, but they should at least offer it.

no phone support = fuck off

[u-Bob]

I never use phone support. Never needed it, never wanted it.

[Rochard]

I too don't like the phone. Nat Net has a killer support system for tickets, and if you need to get someone on the phone no matter what time of day it is their number is 888-462-8638.

[TurboAngel]

Originally Posted by Rochard

I too don't like the phone. Nat Net has a killer support system for tickets, and if you need to get someone on the phone no matter what time of day it is their number is 888-462-8638.

[stach14]

Phone support only causes longer delays and conversations. If your host responds to a good ticket system quickly, it is sure nice to be able to click on www.jhvksjfhsjkbgf.com/sjhjfh/sidhfofhfjh/aiefhh instead of trying to get info over the phone. BUT if you are the type of person that wants a phone number to call, then by all means go with a host that offers you one. You are the client and paying the hosting fee. So find the host that offers what you want and need.

[oscer]

its always good to have multiple layers of communication with customers just as long as they are not keeping you from getting things fixed ! I agree with tickets and or emails are much more productive!

[HomerSimpson]

I hate phone support for a few reasons:

1. means that tickets are not answered on time so I have to call them...
2. there is not trace what have I have spoken with their staff, while in tickets everything is in there
3. waiting for operator is a bitch, and I hate when I'm being put on hold