Capt Obvious
1 review written · 3.0 average
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Reviews by Capt Obvious
★★★★★
I got an email requesting me to write this review. I am currently in process of testing out and comparing various hosting providers for an article I am writing, so signed up to try out their new advertised Lucee plans to try out the servers, and my support experience has been frustrating. What should have been a simple 5 minute job of resetting a password, turned into a 2 day fiasco of wrong passwords being reset locking me out. Issues with control panel not working as expected to whitelist IP's, not being to remotely access databases and having to explain how tcp/ip and telnet work and that if you cannot connect then any amount of password resets are not going to help. Even worse when they do not know the issue is caused by one of their own standard operating procedures. Almost every time I used livechat I was asked to open a ticket, so that seems pretty pointless. A lot of companies, especially hosts these days outsource their support to India, especially the cheap ones, as it is the only way they can afford to have a 24/7 helpdesk. Which is fair enough, I have done the same thing myself, but the key when doing this is ongoing performance reviews and quality control, which is clearly where HostMEdia needs to invest some time based on my experiences. I can certainly see that that for a non-technical customer who is not able to diagnose issues themselves or understand when they are being given wrong advice, simple problems could drag on for days with while you get sent on a wild goose case.
