The cost of calling fasthosts tech support last night
My calls to Fasthosts Tech Support last night. WIth a critical problem that had nothing to do with the passwords...
Date, Time, Tel Number, Seconds, Cost.
29-11-2007 23:21 00448708883600 4518 7.08
30-11-2007 00:36 00448708883600 6614 10.36
30-11-2007 02:27 00448708883600 4721 7.40
The first call started at queue position 44, then was picked up and dropped without speaking on the cusp of midnight.
The second call started at queue position 35, then when I got through to someone, they just said there was nothing they could do about it and essentially hung up.
The third call started at Queue position 23, I got through eventually, but the call resulted in ....nothing.
That is £25 for two people to be rude to me (do these people realise that I pay for the service?), and one to tell me that there is nothing they can do because they are too busy dealing with calls about passwords. Are you kidding me?
Truth is, there was 2 people on support last night, more than 1000 backed up support tickets that were not being answered , and still haven't been answered.
What support told me is that there is never more than two people on support overnight, and they rarely get chance to address the incoming tickets.
...and the two things that really get my back up:
1) they have one unix/windows engineer on site who could have solved my problem in a few seconds, two commands at a unix command line, and the job would be done. But oh no, my problems are far too much trouble for an engineer to look at, after all, he's busy deleting passwords.
2) Somehow, I have got used to this level of service! I expect it from FH, and they never disappoint me. I have never had a service request dealt with in under 2 hours, I have never spoken to technical support and been pleased.
Time to move on... I think we may be seeing Fasthosts making a Fast Exit over this issue. I would be stupid to have email or sites on a FH server the day the company has to close it's data center. It's Northern Rock time...