support system problem

[almannai]

hi,

Blue host is realy great web host provider, but I think they deserve a better support system. I'm not talking about the support stuf, but the support system itself.

so what's wrong with the support system??

to be short here are the main problems:
1. try to search the knowledgebase on left side box, it will always get no result.

2. most of the time when you open new ticket you don't get acknowlege email. which realy an anoying thing, where you don't know if someone on the support have red your ticket or not. eg today i have opened a ticke before 12 hrs but still get know answer or acknowledge msg.

regards,

[Reichling]

Try using the phone support. Very minimal wait time and non-outsourced techs who as far as I can tell are not reading off scripts.

(888) 401-4678

[almannai]

phone support is great. but this not the issue.

Most people preffer written answer where you get clear steps to solve the problem , redirect to an articale or part of a code where it is very hard to get by phone.

I think they should do something about it.

regards,

[Reichling]

Yes I totally agree with you that they should have better text based support, Just giving you alternatives. Also these forums are really great for that and sometimes people know things or have links to resources that Bluehost does not.

[techgy]

I have also noticed that the search boxes to the left of the Help Page always return with nothing found. There's obviously something wrong.

I HAVE, however, had good success with the phone support. Sometimes I end up waiting for a few minutes, but the wait is much shorter than waiting a day or two for a ticket response, especially when the need is urgent.

[page1ink.]

If you read the description in that box it says:

Ask a question using natural language. Try to include as much information as possible:

So, if you ask it "upload website" you will not get any matches because it's not a keyword search. However asking "How do I upload my website?" will give you a full list of results.

I personally find it more intuitive to use keywords, so, to me, it's one more click I have to get through to find the keyword search. I'm sure there are a lot of people out there who prefer to ask things of machines in English, though, and that's what that box is geared to do.

[almannai]

Yes i see what you mean.

using your example:How do I upload my website?

the result is
Article Summary Score
Q. Now that I am done signing up. How do I upload my website? 69.05%
Q. How do I upload my page to your server using FTP on a Mac? 64.61%
Q. How do I upload with Front Page? 59.90%
Changing the layout of Webalizer 55.00%
How do I make my MySQL database compatible with the version you provide? 55.00%
How do I install the advertised plugins? 55.00%
How can I get SSH/Shell access on my account? 55.00%
How do I create a custom redirect? 55.00%
Domain name customers only look here 55.00%
How to set up Ruby on Rails 55.00%


and using similair enquiry with little change so i typed:How to upload my website?

the result
Article Summary Score
Q. Now that I am done signing up. How do I upload my website? 55.00%

Hmmm is this a usefull tool !!

No, I preffer keyword search..