mattheaton.com

[Taresa]

What's with people posting their help tickets on Matt's blog? That strikes me as really strange. Is it because they don't know where the help ticket system is? I figure Matt's hired people to take care of that sort of thing so he can do stuff like, oh, say lead the company strategy or something. The Captains of Bringdown would probably be better served by entering their problems into the ticketing system.

Grunt.

[BrandonK]

What's with people posting their help tickets on Matt's blog? That strikes me as really strange.

haha, people think by submitting their help ticket there it'll get special attention. I'm afraid it will get nothing more then a delete most likely. :rolleyes:

[rando]

haha, people think by submitting their help ticket there it'll get special attention. I'm afraid it will get nothing more then a delete most likely. :rolleyes:

I doubt matt will even bother deleting them. :)

I figure Matt's hired people to take care of that sort of thing so he can do stuff like, oh, say lead the company strategy or something.

That or play ping pong. Mostly the ping pong.

[BrandonK]

That or play ping pong. Mostly the ping pong.


lol :D Well, everyone needs a break once in a while. :p

[JCsDesignz]

PEople tend to think if they go to the head honcho they'll get dealt with quicker. Im afraid when that happens to me they get put on a back burner for not reading instructions properly LOL :p

[Dustin]

The good thing about our company President is that he actually does care alot about the customers, but, your best bet is still going to be phone call or ticket system. He just wouldn't have time to answer all those questions while still running the company.

[BrandonK]

The good thing about our company President is that he actually does care alot about the customers, but, your best bet is still going to be phone call or ticket system. He just wouldn't have time to answer all those questions while still running the company.

oh man, he'd never get anything done.:eek:


PEople tend to think if they go to the head honcho they'll get dealt with quicker. Im afraid when that happens to me they get put on a back burner for not reading instructions properly LOL

I couldn't agree more. :p

[rando]

PEople tend to think if they go to the head honcho they'll get dealt with quicker. Im afraid when that happens to me they get put on a back burner for not reading instructions properly LOL :p

Hell, that's even true if you try to contact someone like me or steve directly. It really is just better to talk to the support guys. Most of the time it's something simple that doesn't even require anyone higher up, and they don't have anything else to do but talk to you about your problems. :)

[Ginger]

Have you considered that perhaps the person submitting a ticket to the "Boss"´s site had suffered some disappointments in the past? Perhaps he/she didn´t get the required attention elsewhere. In any case, better for the Boss to be open to wrongly placed messages than no feedback at all, don´t you think?

[BrandonK]

Yeah but Matt's wayyyyy too busy to handle individual problems. If he didn't need all of the support guys he wouldn't have them. :p

If you have any problems just email support directly (mailto:support@bluehost.com). :)

[Dave]

Yeah but Matt's wayyyyy too busy to handle individual problems. If he didn't need all of the support guys he wouldn't have them. :p

If you have any problems just email support directly (mailto:support@bluehost.com). :)

That's not the point. The point is that when people start posting support tickets on Matt's blog like that, then there must be a reason people are so misdirected. Either, 1. It is not clear enough HOW to obtain support. or 2. support is not responding to their needs. Bluehost should recognise this and try to accommodate them more. They are the ones that need support the most. No. I'm not saying Matt himself needs to solve their problems. I'm saying that something needs to be done about the reason they do that in the first place.

One thing that I really dislike about customer service today is when people ignore me. This has happen to me a few times here. Of course, to be fair I will say that when they respond, they do a great job solving my problem. But I hat it when I get NO response. I'm sure the people that opened tickets on Matt in that way also experience this and they see no alternative. Frankly I don't blame them and I understand where their coming from. BH should try to solve this problem of NOT responding.

[macgyver2]

That's not the point. The point is that when people start posting support tickets on Matt's blog like that, then there must be a reason people are so misdirected. Either, 1. It is not clear enough HOW to obtain support. or 2. support is not responding to their needs. Bluehost should recognise this and try to accommodate them more. They are the ones that need support the most. No. I'm not saying Matt himself needs to solve their problems. I'm saying that something needs to be done about the reason they do that in the first place.

One thing that I really dislike about customer service today is when people ignore me. This has happen to me a few times here. Of course, to be fair I will say that when they respond, they do a great job solving my problem. But I hat it when I get NO response. I'm sure the people that opened tickets on Matt in that way also experience this and they see no alternative. Frankly I don't blame them and I understand where their coming from. BH should try to solve this problem of NOT responding.
One thing I disagree with is how the blog comment 'ticket' posters are going about this. If those posting 'tickets' on the blog have an experience like the one you describe--receiving no response (after a reasonable amount of time)--then it's my belief that they should just say that, as you did. A problem (with support) cannot be addressed if those who could address it have no idea that the problem exists or what the problem is.

Furthermore, how do we know that all those posting 'tickets' on on the blog are experiencing a lack of support when they go through the proper channels or that they don't know what the proper channels are? What about those who are just really impatient and so post the blog 'ticket' two minutes after they submit an actual support ticket? Or maybe they (as already mentioned by others) know about the help center and just want to go straight to the top because they're self-centered, arrogant people who feel they deserve special treatment because they're better than everyone else. :) Yes, that may be a rare occurance, but I'd bet it happens.

What it comes down to is that if people are really having a problem with a lack of response to their tickets submitted through the proper channels, they should say they're having a problem with a lack of response to their tickets submitted through the proper channels. They shouldn't just start posting the tickets everywhere else, still expecting to be helped. I don't know exactly how Matt is handling those blog 'tickets', but, assuming he's not handling each and every one, I would think that what's going on will just lead to further frustration when the blog 'tickets' don't get a response. Plus, a handful of people might soon start complaining how they can't track the blog 'tickets' in the help center... :)

[Taresa]

There isn't much in the way of obvious links between this forum, the help center, and Matt's blog. Do you think more obvious linking would help?

[arctangent]

There isn't much in the way of obvious links between this forum, the help center, and Matt's blog. Do you think more obvious linking would help?

Well, yes. Every forum should have a stickied announcement at the top that says "READ ME FIRST!" in big bold letters explaining this stuff, especially the part about these forums (and Matt's blog) are NOT official support channels.

Bluehost and Matt get a big 'DUH?' for not having done that. :mad: