Quote:
Originally Posted by Matt R
Live support is designed for sales and simple support questions only... do you have any chat IDs so I can investigate?
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First time in 11 months i was told by Lena K no simple technical requests are looked into via chat. I reiterated several times it was a simple request to take a look at which was the clients website and also to look at a new folder i had created. She said something about parked domains... which clearly showed that she didnt understand me at first.
I created a new folder i just wanted her to simply look at it, i mean visually look at it in FTP thats all. She then replied
Quote:
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Originally Posted by Lena. K
Our technical team will need to look into this, so please, be so kind to go to https://www.whbsupport.com/ and submit a ticket to our technical support department |
She went away for a short period whilst in chat as she was busy with something so she came back to look at the chat box again so i had to explain it all again as she didnt understand what i was saying earlier. This time i had asked her just to look at the website and the folder secondlythats all... but before i have even told her what the problem/request was she tells me to create a ticket... create a ticket for what if i havent even explained my request or problem fully?
Anyways besides that.. i asked her again about Live Chat support for basic inquiries but she insisted no...
me: Yes then can you forward me to technical dept? As Live Chat also take simple technical inquiries
Lena K.: Nope, unfortunately we have no technical online support
Lena K.: only via a ticket
me: Since when did this policy take affect that you do not accept basic online chat support?
Lena K.: We never have had technical chat support
me: Do you provide any technical support? If requested via Live Chat?
Lena K.: Only via ticket
Regardless of what my problem/issue was i asked her a question and she told me that there has never been any form of live chat support... I couldnt understand what i had asked with regards to viewing the website and a folder wasnt simple? I mean surely if thats not simple then what is?
I then thought maybe she wasnt so technically equipped and requested to be forwarded onto one of the technical guys who would be able to help me, but still it was a no.
Ive on occasions asked for a chat transcript to be sent to my email account as that's what i request for if 1 and 1 dont add up like it did here... she then told me to copy and paste the chat transcript.. but later i think she realised what she had said and offered to send me the transcript.
After that she was no where to be seen and chat went dead when i was talking... i understand the chat system sometimes does kick both users off... but i found it a rather coincidence.
Clearly she didnt want to help me one bit and wanted to quickly brush me off... before i even had explained the issue thoroughly.
Its either you provide basic technical support queries or you dont... I know WHB does esp from what i read on the forums... but i think the chat team need to be informed also.. otherwise there will be inconsistencies which lead to further confusion and further posts like this.
Hope this helps.