Disgusting Tech Support

**wkeith001** · #1 (**permalink**) 04-11-2009, 15:34

Well I have been a customer of eukhost since early 2007 the tech chat support has always left a bit to be desired, for the last four months it has been disgusting, it has been so bad I am unable to be polite to anybody at eukhost any longer. I have even been upgraded from gold hosting to business hosting. You would think with business hosting you would get at least good service? but in fact it is even worse. If you are thinking of moving to eukhost then my advise is seriously think about it first.
A very un-happy long standing customer.:

**Ryan** · #2 (**permalink**) 04-11-2009, 16:34

Hi William,

I would request you to provide more information on the problems you have you have had with our support for our QA department and our CTO to investigate and get back to you on this.

Bryan · #3 (**permalink**) 04-11-2009, 17:50

Dear William,

I understand the bad experience you had in this past months with eUKhost LTD, however, we have been improving ourselves to provide better services and complete customer satisfaction. All that I would like to say you is that each day in a year is different, we have good seasons and bad too in the same year. As you've had some days that you didn't wanted to see from eUKhost, we all at eUKhost regret for all the inconvenience, but, also remember the good days you've had with eUKhost LTD in the past with no issues for your account.

If you could co-operate and let me know the issue with your account, I will put forth my complete efforts to fix your account issues and bring the good days back for both of us.
Looking forward towards your line in response ...

**wkeith001** · #4 (**permalink**) 04-11-2009, 19:18

Well I have no problems with your phone support, I have no problems as you seem to think from your hosting, as you say nothing is perfect. What I do expect and have 'NEVER' received is good quality service from your on line chat support. They are rude, un-educated and in-experienced, they even hang up on you when the going gets tough. I have had so much trouble that Kerrie Qinlivin up-graded my account to business. The most recent problem ended up with my website being taken down because of a problem caused by chat support, urls pointing to wrong websites and when my hosting was upgraded you also left it on the old server you had problems with, so creating a conflict for me. The list is endless.

Bryan · #5 (**permalink**) 04-11-2009, 19:38

William,

I have asked to our QA department to monitor all the last chats you had with our chat support executive. I will have the report from them in the next 24 hours and I shall send them to the management for review. We have taken this concern as important and serious. We will see that this does not happen again and with none of our customer.

We appreciate your feedback and understanding shown towards us.

**jodieorourke** · #6 (**permalink**) 13-11-2009, 11:09

I completely agree with the comments here. The quality of the online chat support is nothing short of appalling - it wasn't as bad as a year ago, so I can only imagine this is a result of some kind of cost-cutting exercise.

When will companies realise that out-sourcing ISN'T the answer.

**wkeith001** · #7 (**permalink**) 13-11-2009, 13:06

I have had an e-mail from EUKHOST asking me to vote on whether I would pay £10 eaxtra to have 100% uptime? I thought with business hosting 100% uptime was already garanteed so why do we now have to pay extra, I have also posted on that thread about the appalling chat tech support. Personally I would rather have a garanteed uptime of 99.99% and then pay extra for 'GOOD' quality chat or phone tech support I would even rather pay for the phone call if tech support was in fact tech support.

**eUKhost.com** · #8 (**permalink**) 13-11-2009, 17:11

Quote:

Originally Posted by wkeith001

I have had an e-mail from EULHOST asking me to vote on whether I would pay £10 eaxtra to have 100% uptime? I thought with business hosting 100% uptime was already garanteed so why do we now have to pay extra, I have also posted on that thread about the appalling chat tech support. Personally I would rather have a garanteed uptime of 99.99% and then pay extra for 'GOOD' quality chat or phone tech support I would even rather pay for the phone call if tech support was in fact tech support.

Hi William,

Notification was sent to all forum members. This was only for shared / reseller hosting customers only and not for the business hosting customers. You can ignore my email.

**eUKhost.com** · #9 (**permalink**) 13-11-2009, 17:22

Quote:

Originally Posted by jodieorourke

I completely agree with the comments here. The quality of the online chat support is nothing short of appalling - it wasn't as bad as a year ago, so I can only imagine this is a result of some kind of cost-cutting exercise.

When will companies realise that out-sourcing ISN'T the answer.

Please forward the chat transcript which has made you give such opinion about our service. If you don't have the chat transcript then please let me know the email address you had used in that chat.

**jodieorourke** · #10 (**permalink**) 13-11-2009, 17:29

I'm sure you'll find plenty for my account

I'm not going to post my email address on here though, am I...

**eUKhost.com** · #11 (**permalink**) 13-11-2009, 17:52

Quote:

Originally Posted by jodieorourke

I'm sure you'll find plenty for my account

I'm not going to post my email address on here though, am I...

Hi Jodie,

So far you have had 2 chats in this month out of which one was done on 3rd November and other was on 10th of November. I am not sure if you treat every one in similar manner, but I have never used such language with any of my service providers.

Please let me know if you want me to post both these chats here or would you like to close this topic?

**jodieorourke** · #12 (**permalink**) 13-11-2009, 17:57

Post them. I think it will be obvious that my frustration is borne out of your support staff lacking the ability to communicate sufficiently, understand English, and resolve basic technical problems that they should be able to easily overcome.

I'm not going to be threatened. My language was not aggressive nor did it include profanity; if your support staff can't deal with dissatisfied customers effectively, and if you take offence when people question they way you're running your operation, that's not really my issue.

For the record, I am in the process of making arrangement to leave eukhost, as I've been appalled by what's been happening over the last couple of months. Once I've received my compensation for your hacking fiasco I will be terminating my account.

**texterted** · #13 (**permalink**) 13-11-2009, 18:51

Well, I don't know of another host even willing to enter into dialogue about poor performance, let alone admit to mistakes and do their best to rectify the issues and give compensation.

I wish you luck in finding any host even a fraction as good as eUKhost... especially at this price level.

Bryan · #14 (**permalink**) 13-11-2009, 19:30

Quote:

Originally Posted by jodieorourke

Post them. I think it will be obvious that my frustration is borne out of your support staff lacking the ability to communicate sufficiently, understand English, and resolve basic technical problems that they should be able to easily overcome.

I'm not going to be threatened. My language was not aggressive nor did it include profanity; if your support staff can't deal with dissatisfied customers effectively, and if you take offence when people question they way you're running your operation, that's not really my issue.

For the record, I am in the process of making arrangement to leave eukhost, as I've been appalled by what's been happening over the last couple of months. Once I've received my compensation for your hacking fiasco I will be terminating my account.

Hello Jodie,

Please do not get disturbed by Mark's response, he did not mean to say it in that way. We just wanted to justify the improvement in our services. If there's something that has annoyed and frustrated you, we can workout for you. Let us all accept that we do have bad experiences in our life however that phase one day has to be a history.

These experiences teach and make us understand to be more careful and attentive. I personally ask you to contact me on Live Chat and I shall get all the possible solutions for your issues to your satisfaction.

Bryan · #15 (**permalink**) 13-11-2009, 19:35

Quote:

Originally Posted by texterted

Well, I don't know of another host even willing to enter into dialogue about poor performance, let alone admit to mistakes and do their best to rectify the issues and give compensation.

I wish you luck in finding any host even a fraction as good as eUKhost... especially at this price level.

Thank you Eddy for your FeedBack ..!

Such appreciation and feedback from customers helps and proves our quality services we endeavor. We sincerely appreciate your feedback ..!

**wkeith001** · #16 (**permalink**) 24-09-2010, 17:32

I must say that the last time I contacted tech support it was more polite and professional. Also I may add that since being upgraded to business I have had no more downtime with my website or e-mail. In fact have even renewed my contract for another year.

**Cristiano** · #17 (**permalink**) 24-09-2010, 18:59

Hi William,

Glad to know that you are satisfied with the services & support at eUKhost. I am sure you will enjoy your stay with us.

Keep posting

**EukSteve** · #18 (**permalink**) 28-09-2010, 21:51

Quote:

Originally Posted by wkeith001

I must say that the last time I contacted tech support it was more polite and professional. Also I may add that since being upgraded to business I have had no more downtime with my website or e-mail. In fact have even renewed my contract for another year.

9 months 16 days to get the satisfactory note from you

. We have experienced lot of bad reviews recently therefore, getting such feedback pumps energy in our daily operations, proper measures are taken to achieve positive results however, it may take some time to reflect.

for your valuable feedback.

Steven
Linux - Windows Cloud Web Hosting Services by eUKhost