Bad Service

[eUK-Nick]

Originally Posted by jane

Whatever I said during chat does not excuse the poor treatment I received from some of the members of staff.

It is a good job I have not wasted any money before finding out what sort of treatment normal customers get.

I was of course only joking when I said some of things I did, I wanted to see how the members of staff could cope with such requests and the results were disturbing.

1) I was told that everyone on the shared server would have my password!

2) When I asked “what was the difference between a windows server and linux server?” I was passed over to someone who could not understand English

3) I had a supervisor telling me that complaining was a waste of time and terminated the chat session without warning

4) I have been lied to…

I seriously think these members of staff could do with more training and advice on how to sell packages to customers.

This is still a legitimate complaint about certain members of staff who whatever the circumstances did not do their job properly in a manner that is expected from a limited company.

I refute these charges. Even at the cost of being prudish, rude and stubborn. (I have never been aggressive and loud, but here I am being forced to be so)

1. Ron had already explained that the statement he made was an error and also elaborated on it. So this point gets nulled out.

2. This is the only case where you have a point. Your chat was transferred without you being informed about it. However, that does not absolve you of time wastage.

3. The chat session was terminated without the warning owing to the "other" requests and our sales engineers' previous experiences with you.

4. You were never lied to. There has not been a single instance where legitimate hosting queries were not answered.

You may scrouge on the web and see for yourself the way other sales enigneers treat you for the kind of queries you asked our staff. They know what they are talking about. You wanted to sell / purchase a computer from a hosting company!!! Ignorance is not bliss anymore.

Our staff members have treated you as courteously as possible. On the 20th and last occassion they lost their patience and I dont blame them. They are humans, not bots. You may start a new thread and ask members on the forum to know how our support staff treat them. As you sow, so you reap.

[Eidolon]

It strikes me that when this thread was created the original poster hadn't realised that the web host may also have the original transcriptions of the various live chat sessions.

Whilst the original chat extracts do as intended in making the support seem poor, when viewing other extracts provided by the host they hardly show the original poster in a good light.

I was of course only joking when I said some of things I did, I wanted to see how the members of staff could cope with such requests and the results were disturbing.

...seems to me like an attempt to excuse themselves for their comments which extracts have been publicly shown.

Whilst it may be a good idea to test out support/sales when thinking about buying a hosting package it's not adviceable to test their patience.

[eukrobert]

Originally Posted by jane

I have today received the worst possible service from any company during a live chat session.

I have been talking to Ron over the last few days to order a package I felt I was comfortable with and had enough space for my website hosting.

Today I was speaking to Ron who passed me over to someone who was called Harry without prior warning. I said to Harry I would like to continue speaking to Ron who then said Ron had finished his shift for the day. To say I was annoyed about this would be an understatement, I was trying to buy a package and was getting treated like ****

Harry did not seem to understand English as he ignored my questions and repeatedly just asked what package I would like. I then asked to speak to someone who could speak English and was a supervisor and got Jack M.

Below is a transcript:

Jack M: Hi Jane

Jane: are you a supervisor?

Jack M: yes

Jane: so you are above Rona and Harry ?

Jane: *ron

Jack M: Yes

Jane: I want to make a complaint about them then

Jack M: okay

Jack M: I will take care of that.

Jack M: Now.....

Jack M: How may I help you?

Jane: yes I want to make a complaint about two members of your staff!

Jane: HELLO?????????????????

Jane: CUSTOMER WANTING TO MAKE A COMPLAINT !!!!!!!!!!!!!!!!!

Jack M: You can email us at feedback@eukhost.com

Jane: right whats your full name, position within the company and contact email address then

Jane: i will also require a postal address to complain to

Jack M: See...

Jack M: Please dont waste your time and also our time

Jack M: Please let me know

Jack M: If  I can help you with any hosting realted things

Jane: excuse me but making a complaint is not wasting time!!!!!!!!!!!!

Jane: ANSWER THIS = right whats your full name, position within the company and contact email address then

Jack M: I gave you the email ID

Chat InformationChat session has been terminated by the web site hosting operator.

Jack M the supervisor did not ask what my complaint was about and even terminated the session. Is this normal practice from eUKHOST?

I then got through to Ralf who gave me the email address again but could not tell me the manager’s name or contact details as it is against company policy!

What company can not give out their managers names when the customer wants to make a complaint about the awful service from customer service advisors?

I seriously think I will take my custom elsewhere now, but I would be interested to have some feedback on this.

Hello,

I thought i wold have my say regarding this issue. Our staff members are highly trained professional team handling 1000s of requests aday. We monitor chat sessions 24/7 to make sure our team are providing our end customers with the level of support they deserve.

Our staff work long shifts and the minute there shift is over they have to get home so many chat requests are transferred. I don't believe you were treated bad and i cant for 1 second see why Ron would of treat you in a unruly manner

If you wish to forward and official complaint please forward this information to robert@eukhost.com but we do keep logs of transcripts and from what i can see our team have committed no offense.

I would also like to point out the fact we wont remove such posts from our forum to prove to our customers we have nothing to hide!

Please email me directly any questions or queries regarding our services we offer!

Thanks for your time,

Kind Regards
Robert King
Marketing Manager

[eukrobert]

I was of course only joking when I said some of things I did, I wanted to see how the members of staff could cope with such requests and the results were disturbing.

It is very disturbing to see the motive in you wanting to test our team like this!! i am appalled anyone would! with general service requests this is enough to test our team. Insulting them and/or being rude is not the way our staff members deserve to be treat!

Staff morale can take a major dent daily due to nonsense support, we do not need our own customers causing unneeded issues.

Some of the things that have been discussed to our staff members from ''potential customers'' has been disgusting to say the least.

Please feel free to email me as stated before.

Thanks.

Kind Regards

Robert

[eukrobert]

I must re-phrase what i said as your not even on our customer base! maybe a competitor trying to cause us issues?

Regards

Robert

[jane]

It is quite clear that you have already made your mind up about this so there is little point in making a formal complaint.

Whatever the circumstances I do feel I did get bad treatment from a number of your employees including a so called supervisor!

I was hoping to get at least an apology for their behaviour but I have been made out to be the bad one. Some of the chat transcripts have been taken out of context and I have noticed a lot of them have not even been posted. A tad suspicious that.

I think I will be contacting another hosting company today to get a package, hopefully I will get better service from them.

You are free to remove this topic if you wish.

[jc8654]

Originally Posted by jane

It is a good job I have not wasted any money before finding out what sort of treatment normal customers get.

From what you've said in livechat to the support team:
a) You're not a normal customers. I know for a fact I don't do things like that with the team. We do have the odd off comment chat but nothing like you were doing!
b) I'm not surprised they cut you off! If you'd been wasting my time like you were with them I would have done it a lot sooner.

Also, if you expect to post all the chats on here it would be a huge period of time. eUK have done a way better job than you of showing the context of the chats!

I'd love to know why you didn't answer to Mark when he was talking to you?

I do get the feeling of competitor trying to underline here but of course, that is a person opinion as I have no link to eUKhost apart from being a long standing client.

[jane]

I think everyone has missed the point here because the transcripts have been taken out of context.

I asked Ron what was the difference between windows and linux servers, I was then passed to Harry (without getting told) who does not understand English who then passed me to Jack (a supervisor) who told me I was wasting his time and my time by complaining about getting messed about.

This was after the initial chats where I admit I did say some things wrongly. But that does not excuse the treatment I got after this where some member of staff seem to be holding a grudge.

The simple fact is that I have took my business elsewhere because of the treatment stated above.

[eUK-Nick]

Originally Posted by jane

I think everyone has missed the point here because the transcripts have been taken out of context.

I asked Ron what was the difference between windows and linux servers, I was then passed to Harry (without getting told) who does not understand English who then passed me to Jack (a supervisor) who told me I was wasting his time and my time by complaining about getting messed about.

This was after the initial chats where I admit I did say some things wrongly. But that does not excuse the treatment I got after this where some member of staff seem to be holding a grudge.

The simply fact is that I have took my business elsewhere because of the treatment stated above.

Jack told you about time wasting because your last 19 chats which did not have a lot suggesting that you are serious about purchasing hosting.

I have already acknowledged the fact that Ron should have informed before transferring and that he has been spoken to about this.

You still have not answered about not speaking to Mark.

[Eidolon]

Originally Posted by jane

Some of the chat transcripts have been taken out of context and I have noticed a lot of them have not even been posted. A tad suspicious that.

Hypocrite? You were the one starting the thread by posting part of one chat transcript and didn't post any of the others, so I hardly think you can talk.

[WelshTom]

Well said Eidolon, but arguments get us no where, so I'm closing this topic to discourage any further disputes.

[eUKhost.com]

Originally Posted by jane

I was hoping to get at least an apology for their behavior but I have been made out to be the bad one. Some of the chat transcripts have been taken out of context and I have noticed a lot of them have not even been posted. A tad suspicious that.

I'm not sure why people expect service provider to apologize at the end of every conversation. Nick has apologized in 2 of his previous posts and that should be more than sufficient.

You decided to make this topic public on our forum and now you need to face feedback given by other members. This could have been easily sorted if you had emailed feedback@eukhost.com

tell me how you feel when so many people criticize your action ? We could have taken unnecessary action against our sincere staff members if chat transcripts were not pulled out from liveperson.