Bad Service

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    Bad Service

    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:

    HTML Code:
    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 [email protected]
    
    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 managerís 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.

    #2
    Unfortunately I can't comment on this specfic case but all information regarding eUKhost is clearly visible on their website hosting (www.eukhost.com). Clicking the "About Us" link takes you to the following page: http://www.eukhost.com/uk-web-hosting.php. From this page you can see information such as a postal address.

    Please let me know if I can assist you any further until a member of eUKhost staff is here to assist you .
    David Smith
    Managing Director
    DPS Computing Limited

    - Massive update! (September 2011) - It's now not neglected!!
    - New Site (10/2009)

    Comment


      #3
      Originally posted by jane View Post
      Jack M the supervisor did not ask what my complaint was about and even terminated the session. Is this normal practice from eUKHOST?
      If you do have a complaint about this, everything is dealt with by Nick, who deals with the quality of service. I suggest you contact him on the email address given to you in the conversation.

      Originally posted by jane View Post
      I then got through to Ralf who gave me the email address again but could not tell me the managerís 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?
      A lot of companies won't give contact details for the people like that. It's becoming more and more common for complaints only to be dealt with by email. It can be slightly annoying but unfortunately that's the way the world is going.

      I am quite surprised by how this has been handled. It is very unlike the support you get here and I would suggest you do raise this with Nick.
      Jonathan Crass
      Joint Partner in Checker Design
      Joint Partner in Jst Hosting



      Comment


        #4
        Got to agree with Jane, the quality of the support from people on the livechat is very hit and miss.

        So far :

        Excellent people on LiveChat

        Ralf

        Nancy

        Kevin


        Hopeless people on LiveChat

        Ruben

        Victor

        Angelo

        Max T
        eUKhost

        Comment


          #5
          I do know what you mean. From time to time I feel I sometimes go backwards with support but generally the support it excellent. If you do ever have a technical issue which isn't being sorted, you can be asked to be passed to a senior admin and they should be able to deal with it.

          Complaint/Comment wise, please pass them on to Nick at [email protected]. He is there to ensure quality is kept to a high standard and if it is not, he will look into it and make sure something is done to rectify the situation.

          Even if issues do arise with eUKhost, unlike a lot of companies they don't just sweep them under the carpet. They investigate each one and try to learn and improve from the situation.
          Jonathan Crass
          Joint Partner in Checker Design
          Joint Partner in Jst Hosting



          Comment


            #6
            Hello Jane,

            I am going through chat transcripts of Ron and Harry and I will take necessary action if I find them guilty. we deal with 5 - 10 sales chats simultaneously throughout the day and its quite difficult for us to just have our best people on Sales chats. All those who were answering sales chats 12 months back were expert in sales, however we need to keep on adding more staff as the volume keeps on increasing and we need to guide our new staff members in right direction. we have 5 - 6 expert sales Engineers, but they cannot handle more than 2 chats simultaneously.

            We are improving and the process can never stop as more and more staff members will be added in future and we will need to mold them as per expectations of our customers.

            I was the one to accept your chat twice in the evening, but you closed those 2 sessions and then it went to Ron and Harry. Nick will come up with full analysis of your chats with Ron and Harry. I have informed him to come early tomorrow morning to take a look into this matter.
            eUKhost - eNlight Cloud Hosting || eUKhost Knowledgebase
            Toll Free : 0808 262 0255 || Skype : mark_ducadi

            Comment


              #7
              That's the one thing that keeps me at eUKhost Jane. If there are issues like that, there are channels in place to get things sorted. And if you do have an issue which is unresolved, Nick is there and so is Mark (the guy who posted the message above) to make sure things are improved in future.
              Jonathan Crass
              Joint Partner in Checker Design
              Joint Partner in Jst Hosting



              Comment


                #8
                Although I did get bad service from Ron and Harry, the most disappointing thing was the treatment I got from the supervisor called Jack M.

                Not only did he not help with my original complaint by not even asking what it was about. But he then said I was wasting not only my time but his by complaining and even terminated the chat window.

                Overall this is appalling service for anyone to receive and is not reassuring for a new customer to part with their money.

                I also think it is a very strange policy for the company not to give out managers names and contact details to customers. This is the first time I have heard of any company doing this and makes you wonder exactly how many people are employed at the company.

                Comment


                  #9
                  Originally posted by jane View Post
                  Although I did get bad service from Ron and Harry, the most disappointing thing was the treatment I got from the supervisor called Jack M.

                  Not only did he not help with my original complaint by not even asking what it was about. But he then said I was wasting not only my time but his by complaining and even terminated the chat window.

                  Overall this is appalling service for anyone to receive and is not reassuring for a new customer to part with their money.

                  I also think it is a very strange policy for the company not to give out managers names and contact details to customers. This is the first time I have heard of any company doing this and makes you wonder exactly how many people are employed at the company.
                  Jane,

                  If there are questions which have been unanswered or doubts which have not been clarified, you are welcome to email [email protected]. Unlike other hosting companies, this is not just a mailbox, rather it is an email which is handled only by yours truly and Mark (CMO). I have also spoken to Jack Mason about this.

                  I am sure you would not have to put up with inconvenience on live chat again. I would like to reassure you about our services and technical support.
                  Nick
                  Quality Assurance & Analysis
                  EMAIL & MSN :

                  Comment


                    #10
                    eUKhost has almost 8,500 customers with a team of around 50 staff. It's certainly not a small operation and from my experience provides a very good service.
                    Jonathan Crass
                    Joint Partner in Checker Design
                    Joint Partner in Jst Hosting



                    Comment


                      #11
                      Hello Jane,

                      I have now gone through your entire history of chats with eukhost. The numbers are as follows. From February 02nd to February 12th, you approached live chat on 2 (two) occassions. From February 07th to February 20th, you logged into eukhost live chat on 11 (eleven) occassions. Out of all these occasions, only the chat for 19th February was completely related to hosting. All other chat transcripts had unrelated personal queries interspaced. A few anecdotes are as below

                      (At the outset itself, I wish to state that the below transcripts and text should not be miscontrued, taken out of context and in a negative sense.)

                      Jane: what ive I send you a couple of photos of myself ?
                      Jane: im sure you could reduce the price a little
                      Ron: Nope
                      Jane: whats wrong with you ? dont you want to see some special pictures of me ?


                      Ron: we do not provide Physical computers
                      Jane: not selling me what I want for one, two for hiding and getting your collegues to pretend you were away for the dat.out to lunch and three for asking for special picture of me
                      Jane: send my complaint to your supervisor right now if you can not do what I ask
                      Ron: what you want ?
                      Jane: I WANT YOU TO SELL MY A COMPUTER FOR £450
                      Jane: I am going to fasthosts this is a joke


                      (You actually wanted to purchase a computer from a hosting company!!!)


                      Jane: right so you lie to me as well then
                      Ron: nope
                      Ron: just misunderstood
                      Ron: I thought you are saying "Do I get password for that ?"
                      Jane: maybe you need more training ?
                      Jane: or sacked ?
                      Ron: I will do that
                      Jane: yeah you sack yourself
                      Ron: traning
                      Jane: where are you from Ron ?
                      Ron: UK
                      Jane: where abouts?
                      Ron: May I know which Hosting plan you are looking for ?
                      Jane: i will tell you if you buy me a drink
                      Jane: can I have a picture of you ?
                      Ron: I can not provide that
                      Ron: my office do not permit for that
                      Jane: is you ugly like ?


                      Jane: hello ron
                      Ron: Welcome back
                      Jane: did you miss me ?


                      These are just some of the excerpts from several such instances. When calculated, all the minutes spent on talking about non-hosting queries is very significant. Live chat is specifically there to help customers speak to our engineers "live" and clear their doubts or queries regarding our services. To be honest, we have had instances where customers have approached live chat dozens of times, but it has always been strictly hosting and nothing else. We have never EVER shyed away from entertaining their queries. I am sure if you ask on the forums, you will get people members who will vouch for this.

                      Your history of live chat requests has always had personal, unrelated queries. If you look at your chats carefully, not once has any of our sales tech refused to answer legitimate hosting queries. As I said above, live chat is meant for chatting - but limited to hosting queries only. I do agree that the language used by Jack could have been more polite. He has been spoken to about it.

                      As for the name of the managers not being given to customers on live-chat, that is correct. We generally do not give out names of managers and senior administrators on chat. Customers are always encouraged to email [email protected] with their complaints, grievances and suggestions. I always reply back to all mails addressed to the feedback section.

                      Once again, I would like to reiterate the point that this post is not an attempt to shrug off our responsibility. The concerned sales engineers have been spoken to and appropriate measures have been taken. However, at the end of the day,. please try to realise that even they are humans. If they know that a chat request is going to be less of hosting and more of "other" stuff, then they would also detest.
                      Nick
                      Quality Assurance & Analysis
                      EMAIL & MSN :

                      Comment


                        #12
                        Hmmm,




                        Well done to Ron with that conversation, he did everything he could in that instance :smile:
                        S1TE - www.s1te.net

                        Comment


                          #13
                          rolfmao! I'm not surprised that the chat was dealt with in such a way considering the amount of time that has been wasted previously. It could have been worded better, yes, but you can understand the feelings of staff who are working shifts, which I imagine sometimes can be long and hard, and then you have some joker messing about.

                          Not to forget you have also blackmailed the staff and want to send and recieve offensive and potentially illegal content to a British limited company.

                          It would seem prudent to ban your IP from the LiveChat service if you wish to continue wasting peoples time, a companys money and bandwidth.

                          To be honest, and if I am speaking frankly, don't dish out what your not willing to recieve! It is very nieve to think that a company such as eUKhost, with its size, will not investigate claims to see if their legitimate!
                          David Smith
                          Managing Director
                          DPS Computing Limited

                          - Massive update! (September 2011) - It's now not neglected!!
                          - New Site (10/2009)

                          Comment


                            #14
                            Now I've seen the chats, I entirely agree with above! I'm not surprised that support acted in that way!
                            Jonathan Crass
                            Joint Partner in Checker Design
                            Joint Partner in Jst Hosting



                            Comment


                              #15
                              I could smell it earlier as 3 staff members can never do such thing in one single chat. Jane never answered when I accepted her chat and she replied only when Ron was on.

                              Nice example of abusing service of a genuine service provider.
                              eUKhost - eNlight Cloud Hosting || eUKhost Knowledgebase
                              Toll Free : 0808 262 0255 || Skype : mark_ducadi

                              Comment

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