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Unsatisfied with gazzin and varhosting pre-sale support
Posted by kktan, 06-11-2005, 10:45 PM I'm very unsatisfied with this 2 hosting company, for varhosting.com, I try to have a live chat with them since last night till now, everytime I get is the message below, eventhough I have been wait for more than 30mins: "System: All representatives are currently busy. Please wait." As for gazzin, their support team are very unprofessional, I have ask them about php5 support, but difference people give me difference respone. At first, I ask them about a few weeks ago, "Michael" told me that they will install php5 on their servers very soon, and he ask me which server I'm located, he can install it for me first. Then I told him I haven't signup yet, will consider it first. Last few days, I try to confirm with them again, the person entertain me is Paul. I forgot to save the conversation between us, but it is roughly like below: ------------------------------------ (I have asked him a few questin before) KK Tan: another question is, if I signup with you now, can you put me on PHP5 server? Paul: We are using 4.3 KK Tan: I read from a thread said that you can put me on PHP5 server. Paul: Anything else I can assist you? ------------------------------------ Then about an hour ago I try to chat with Daniel again, the conversation is very short: Daniel: How may I assist you? Ahsai: I just would like to ask do you have any server support php5? for more than 30mins I wait, no answer at all. then again I close the chat and log in again with difference nick name (Jacky) like below: --------------------------------- System: Please Wait while connecting to an operator Welcome to Gazzin.com, Your speaking to - Michael Jacky: Hi Michael Michael: Hello Jacky: I just would like to ask do you have any server support php5? Michael: How may i assist you? Jacky: I just would like to ask do you have any server support php5? Michael: Hello Jacky: yeah, do you have any server support php5?? Jacky: hello?? Michael: Currently we are using 4.3.11 version but we will have php5 very soon Jacky: how soon? Jacky: ?? Jacky: ok, looks like I have to get my answer from webhostingtalk.com then. --------------------------------- That is about 15 mins I have been waiting now, until now still no replay yet. Really fedup with those unprofessional support. In my country here - Malaysia, the phone support team in most of the company are much more better than them. When you call in, they will first ask what's your name and keep mentioning your name from time to time, and their voice are very friendly and patient, even though you are complaining or angry on them. And if they are unsure about the answer, they will say, "please hold for a moment, I will find out for you", when they are back, they say "Mr. xxx, Sorry to keep you waiting" or "Mr. xxx, thank you for your patient...". Anyway, maybe it is just me have the bad experience, or maybe it is my bad luck today.
Posted by PTNHosting, 06-11-2005, 11:05 PM Look for hosts that already have php5, usualy the Sales guys do not know of server updates and stuff like that.
Posted by Bofu2U, 06-11-2005, 11:26 PM Was this all from one chat? I'm not sure if it's just me but I find that kind of funny if you think about that being said out loud. "I would like to ask.." "Hello!" As PTNHosting said, look for a host that advertises it right on their website. Then confirm it with staff. Hope this helps.
Posted by Lev, 06-11-2005, 11:55 PM You must be kidding? Sales doesn't know what the sever is running, basic things like PHP? If I found out that a staff member of mine is the same as the above, I would fire him/her on the spot. From what you've said, this looks extremely unprofessional but there is probably something else to it.
Posted by IHSL, 06-12-2005, 12:00 AM I couldn't agree more. If the sales person doesn't know off the top of their head (understandable if there's many servers), then they should have immediate access to the information. Simon
Posted by PTNHosting, 06-12-2005, 12:01 AM Sales usualy do not know when they are going to Upgrade to PHP5. That was what i ment.
Posted by niyogi, 06-12-2005, 01:51 AM kktan: Gosh - I keep trying to fix this live chat issue and apologize that the guys weren't online when you tried. You aren't the only one that's had problems. Sorry about that! Roj
Posted by joshuayip, 06-12-2005, 02:54 AM I would say , sometimes these chat software can be a pain. But to really get some official information, send your email to the support system , for sales. I think is not fair to judge them in such a way. I have been a customer of gazzin. Except for their server down time, I have no problem with customer response and ticket response. And still on varhosting. It is still the downtime that I am most not satisfied about, not the customer services. I am not sure which company in Malaysia you dealt with, but one that I have experience with, only response to emails within 24 hours. And no phone support. For phone support you have to be paying a bomb kind of price to get some attention. Maybe this is the case with companies who have established their presence with dedicated server in malaysia, before the reseller industry becomes hot. The Malaysia company that you speak of, may be people who entreprenuers themselves and dont hire many staff or get servers from the Malaysia datacenter. Usually you will not get very competitive price or support from companies I spoke of above. I hav exactly opposite experience from you. Joshua
Posted by Profuse-Will, 06-12-2005, 04:48 AM Hi kktan, Im not sure what the problem is with customer support your connection may have been lagged or something which gave you a slow response. We have many malaysian customers and so far most have not complained about the customer service as we are availible 24/7 As for our server downtime you can say this has already been resolved thus no complaints escalates on WHT which always happen. It has been quiet for us as everything is operating smoothly.
Posted by DediZoneSales, 06-12-2005, 05:59 AM Good luck in finding a reliable host, which will provide you professional support, around the clock
Posted by kktan, 06-12-2005, 11:42 AM If sales person don't know when they are going to upgrade, they shouldn't say that it is going to upgrade "soon", also, they shouldn't just keep quiet or ignore my question when I asked them how "soon".
Posted by kktan, 06-12-2005, 11:48 AM Maybe it is just my bad day, thanks Roj for the quick email support and I already signup an account with varhosting, hope you don't let me down
Posted by kktan, 06-12-2005, 11:53 AM my point is about the attitude of the person who handle the call/chat, they should be more patient to answer customer question, and not try to ignore it at least. And they have to take the responsibility of what they have said/promised.
Posted by kktan, 06-12-2005, 12:08 PM Well, if it is the connection problem, I should get a connection error message from the system, but I got nothing after waiting for more than 15 mins, no error at all. If it is the CCS chat script problem, then you should consider to use other chat system, as this is very annoying if you are the customer who are waiting for the answer for more than 15 mins. I'm not complaining about the server downtime, but I do care about the PHP 5 installation on the server, can you please tell me is gazzin going to upgrade to php5? Ohya, I forgot to tell that, one thing I'm very unsatisfied with gazzin is their support team are giving differences answer for the same question! Paul: We are using PHP 4.3. Michael: Going to to upgrade to PHP 5 soon. Daniel: (no respones) Eric: (Email Support) PHP5 has got lots of bugs had its not still stable to be used on live cpanel server anmd not secure too. So what is exactly the answer? I'm very confused.
Posted by DediZoneSales, 06-12-2005, 02:34 PM Roj is a great guy, but his customer support needs a bit of work ;-) Good luck.
Posted by Profuse-Will, 06-12-2005, 03:39 PM Hi kktan, Well we dont utilize php5 fully as its only a dual boot meaning one is running as cgi mode which you will need to set your permissions accordingly. Thus it may not suit your needs. However, we do many basic configurations for php / php5 for all our customers that sends a ticket to our support team. Not only that but our tech team have a full understanding with all kind of modules which we assist for our customers some examples can be ruby on rails, mod_dav, mysqli, as well as other blends. We're not limited on what we do as we are here to satify all needs of our customers.
Posted by kktan, 06-12-2005, 08:47 PM This is another thing I'm not satisfied with gazzin, never admit their fault or mistake. You said your "tech team have a full understanding with all kind of modules", then why when I asked about php5 installation, they didn't tell me that it is supported which I need to set my permissions accordingly? I don't know if this applied in US or Europe country or not, but in Asia, or at least in my mind, customer is always right. Well, this doesn't meant that "customer is right", but it meant don't argue with customer, it won't bring you business even you are right. And please get me right, I don't meant that I'm wrong here.
Posted by Profuse-Will, 06-12-2005, 09:13 PM Hi kktan, I did not blame you nor did I said you were wrong. I was merely giving inputs on what was done on behalf on Michael. The simple sale question that was answered. Im telling you how it is function. As for customer is always right that isnt always the case and I do not profoundly practice this as customer with this view tend to be hard to deal with as they are pretty much stubborn. I am sure you dealt with such customer who always think they are "right" and in the end they admit fault or go elsewhere. Here I am telling you our point of view and you have yours.
Posted by Hamtramck Rick, 06-13-2005, 12:40 PM kktan wrote: >Paul: We are using PHP 4.3. Michael: Going to to upgrade to PHP 5 soon. Daniel: (no respones) Eric: (Email Support) PHP5 has got lots of bugs had its not still stable to be used on live cpanel server anmd not secure too. I don't work for Gazzin, I am a customer there though. And what follows is really just my views on using Online Chat in general, and not particularly about Gazzin. In an ideal world, the "Instant Chat" people would have the deepest, most up to date, most current information. But this is not the perfect world. Once the "chat" people had trouble answering your question, you should send the company an email or better yet open a ticket (if they allow it) so that they actually have time to research your question. Some or all of those php5 options the online chat people listed are probably all true at the same time. Some simple questions merit complex answers. PHP5 is buggy and not ready for prime time, the hosting company is not using it as a default production language for their servers, but they have it up in an experimental mode on some servers where particular restrictions apply. An "Instant Chat" person might not all that info at his fingertips, or even if he does he may not have had time to fully think it through. Technology is a moving target. Always moving. Give the company proper time to respond to questions. Would you buy a house just on word of mouth from the Real Estate seller? Probably not, you would like things written down in a careful manner. If the "Instant Chat" people give you seemingly contradictory answers, common sense says, send them a more serious email. Is the customer always right? Let's just say you should always be courteous to the customer.
Posted by Matt, 06-13-2005, 02:59 PM Why have live chat if those staffing it cannot answer simple questions or provide the same answer no matter who is responding? It's a simple matter of training and having a process by which they are updated with the changes on a day to day basis. Also, if the agent does not know the answer, why should the customer have to take further action to find out? The agent should ask for contact info so they can find out and then respond to the customer. There is no excuse for bad customer service.
Posted by niyogi, 06-13-2005, 03:28 PM Matt: I agree with most of what you're saying. In *most* cases, prospects would rather e-mail than have you e-mail them back. I suppose this could be alleviated by simply asking the customer for their e-mail address or giving them the option to e-mail sales. As for live chat being briefed and being able to answer simple questions, you're right. They should be able to do this right in the chat. That being said, many companies that do have a live chat service have an outsourced staff handling this for them so they don't remember the briefings most of the time. While there's no excuse for bad customer service, large US conglomerates are guilty of it everyday. That's not to make it an excuse but it does happen on a much larger level than hosting. Roj
Posted by Matt, 06-13-2005, 04:05 PM Why create more work? If they are already talking to someone live, sending another email that is going to be responded to by email is an extra, un-necessary step. Horrible excuse. Effective training and re-affirmation/verification of job knowledge eliminates this. Live response should be periodically monitored to ensure accuracy of service being delivered. Outliers are coached on the proper responses that should be given or terminated if the associate is unable to perform at the companies required standard. Sure, this raises the cost of doing business, but if the company does not have the money to ensure their employees are performing at the highest possible standards, they will suffer as more and more customers leave after a bad experience. All the more reason to make sure your company is providing the best service possible. If I receive bad service, that company loses my business and the business of those I share my experience with. If a company provides great customer service, then I stay loyal to them, and again, share my experiences with others. With the amount businesses spend these days to aquire a single customer, you would think they would do more to keep them as a customer. Sadly many operate on "get them in" only and fail to take the necessary steps to retain them.
Posted by niyogi, 06-13-2005, 04:16 PM Matt: I'm not sure you read my post entirely. To your first point, the prospect doesn't necessarily want to give their e-mail out and would rather e-mail in sales. To your second point, I'm not sure how you call "you're right" a horrible excuse. I mentioned that outsourced support teams that provide live chat do a poor job because they are handling procedures for multiple hosting companies. Sure you can *give* them the information; but for the outsourced provider to act on it, well that's a different story. You could say that hosting companies that do outsource support should spend more to hire techs that work for them with the level of dedication and attention that would make these "briefings" more fruitful. To your third and final point, I myself am a consumer and it's not particularly necessary (I don't think) for the preachers to talk about customer loyalty. There's a deeper problem in the management of handling of the number of customers a hosting company has and the level of dedication and attention that's given. There are a handful of new hosting companies that sprout daily - they enjoy the attention and promise of attending to the needs of their small customer base. Lo and behold, a couple of hundred customers later, it's a juggling act and the customers suffer. Multiply and exponentialize the above and you have large companies demonstrating the same. I can live with being a hypocrite sometimes (criticizing customer service and having a difficult time to deliver it) but it seems that others are in a fair bit of denial (or at least in for a pretty large surprise) if they believe otherwise. Roj
Posted by kktan, 06-13-2005, 09:04 PM Hamtramck, I'm not agree with you, this is not an excuse, put youself in my shoe, if in another case, they tell you that they support php5, then you signup with them, but after that you only find out that php5 it is not supported, what do you think? And look at the whole picture, if it is just one person make the mistake than you can said it is maybe just coincidence, but now is almost difference people give me difference answer. Is this call professional? Mistake is a mistake, no excuse, one think make me more unsatisfied with gazzin is, they didn't admit the mistake. I think I have enough said on this, good luck to gazzin.
Posted by Hamtramck Rick, 06-13-2005, 09:21 PM I guess it all depends if you are buying conversation or webhosting, and whether you think you live in the ideal world.
Posted by Matt, 06-13-2005, 09:25 PM Roj, I should have noted my reply in no way meant to be in reference to you or your company. I was only speaking in general terms. Also, horrible was too strong a word, so my apologies on that. The point I was trying to make was that customer service is an aspect that many hosting companies seem to struggle with. The basis of that struggle is the lack of planning and education companies today seem to bring forth. A little proactive attention and focus would help them avoid losing customers due to poor customer service. Outsourced support should be just as capable of answering a question as effectively as someone in-house. If the outsourced firm cannot provide that, then the company who hired them should look elsewhere as an arrangement like that will ultimatley cause them to lose sales and customers. Perhaps I expect more from the companies I deal with than others. Some people are willing to sacrifice good customer service to save a few bucks....I am not one of them. Recently one of the "darlings" of WHT lost out on a sizeable contract due to their horrible sales support. The sales staff did not even know that they offered particular thing until it was pointed out on their site. Proactive training could have eliminated this issue, but the company had chosen to neglect this aspect of their business and it has cost them. In any event, I think we are taking this thread off-topic so let's get back to the thread starters issue.
Posted by layer0, 06-13-2005, 09:32 PM In my opinion, if live chat is going to poor quality there is no reason to even offer it to customers. I personally don't really like it all that much, though we do offer it. Thanks,
Posted by niyogi, 06-14-2005, 12:12 AM Matt: You're right that this is getting off-topic. Food for thought is that while outsourced support team should be just as capable, clients should be willing to pay more for that. But that's WAY off topic. Anyhow....we return to the thread... Roj
Posted by Hamtramck Rick, 06-14-2005, 01:13 PM I am the most guilty for dragging this off-topic into a general discussion about what the merits of "chat" and only incidentally defending Gazzin's Chat (and pre-sales support), but, hopefully one more point will not hurt anything. When I talk to a web host, I like to talk to the highest level support people I can reach. The hightest level people are always out answering tickets, fixing things and answering email. The Chat people will be the least expensive, lowest level people, and will probably be outsourced people. Why purposely put another layer between you and the people who really know the answers? Remember the kid's game, where the farther you get from the source, the more garbled the message?
Posted by mayo1265, 07-29-2005, 06:29 PM I have bad experience with gazzin, in your page i see this "Get answer to pre-sales question" when i clic to chat to get support the operator Eric tell me send a mail to sales@gazzin.com, for me is not a good service. The question were can i pay with virtual credit card? another was about transfer accounts Are There PRE SALES QUESTION? If you know about good reseller plan with good support, please tell me, and if it is possible with professional people. Sorry for my english
Posted by Aorozco, 07-29-2005, 09:36 PM I think gazzinare passing a bad season. Maybe they up later. The last three weeks all of possible things happened. In that point i dont know if laugh of cry. My customer more affected hopefully follow my advise and i am moving to him to a reseller with invision board, because some days ago the customer phpbb vanished with all the info. Gazzin atre doing the best they can, but something is happen, this is sure. I hope with their reorganization all get fixed.
Posted by niyogi, 07-30-2005, 07:53 AM Honestly, I'm not sure what a virtual credit card is. On this subject, Eric might have been playing it safe by telling you to contact sales@ Roj
Posted by Aorozco, 07-30-2005, 10:17 AM I am mexican and think i know what is a virtual credit card. In my country are little paranoid about the use of a credit card, and banamex and other credit card agencies, mastercard, give u a chance to create a virtual credit card. As far i know, gazzin accept because i pay with a virtual card, and someone sayme they use paypal , but not accept when i sign. As far i know gazzin use of paypal is recent or inexistent.
Posted by Profuse-Will, 07-30-2005, 05:06 PM Hi, The reason Eric asked you to email sales due to your request using a virtual credit card. Many of us does not know therefore, instead blindly telling you that "yes we accept them" but later gets denied it will just frustrate the user more. Therefore, this query require upper management who has access to the billing gateway and policies to answer your query. However, since this query was made publicly we have addressed this issue in our knowledge base to improve our response as well as our customer service. Thank you
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