april 2008

On the weekend I signed up to HostICan as I was looking for a new web host. The reason why I signed up with them is because their prices were low, they had a money back guarantee, and they said that they have a 24/7 Live Chat service. So that all sounded good to me.

However yesterday I had trouble with the hosting and I finally managed to find the Live Help button - although they claim to have 24/7 live help service, if you look carefully it states that if the live chat button isn't there, then it means that their offices are closed, and tells you to try during their office hours.

Any way, I finally managed to get through to HostICan's 'support' service after refreshing the page a few times, and all I can say is that their support totally sucks. Support my foot! The first time they actually terminated my conversation - I do use Live Chat at work so I thought maybe the person accidentally pressed to end the chat.

So I went back and tried to use the Live Chat service again. Fortunately, this time someone responded to my request and we had a very brief conversation. In the end, the HostICan Representative told me she couldn't help me as she was not authorised to provide further help. I asked whether there were any Tech's around that could help me as it was very urgent and she said she wasn't authorised to get them to help me although there are Tech's in their office 24/7.

I told her that was ridiculous and couldn't she ask her Supervisor to give her permission to get one of the Tech's over to help me for just a few minutes. The HostICan representative then proceeded to give me a canned farewell response! That's right - they didn't even bother saying, "I'm sorry, my Supervisor isn't available" or something like that, which I could have understood - she just went straight to the farewell.

I ended up emailing support in the end for their help, and hoped that their Tech Staff were much more friendlier. They weren't. They told me to do something which I had informed them I was unable to do. I know it wasn't a canned response because they had misspelled something. Honestly, do they even read their customers emails?

All I can say is that I'm glad HostICan(t) have a money back guarantee as I will absolutely be using that. The lack of customer service is just astounding.