Help and support

[magpie2419]

Not all of the Bluehost Clients are USA based so accessing the 24 hour toll free support is not much use. I recently had to use the Email support, thank god I dont have to use it very often a three day wait for a reply is not acceptable.

I would suggest that if Bluehost want to improve customer service they find a way to :

(a) Improve response times for email support.

(b) Use a service like Skype where everyone can access fast free instant support.

I really like Bluehost but this is the one big minus. And for a company that Advertises "top notch support" not really true is it? It should say Top notch support only within the USA.

[Maggilove]

I rely on e-mail support, being UK based. I sent an e-mail on Friday and got a response within minutes. Mailed a second request a few hours later, and our lovely Dustin had done the honours practically before the (virtual) ink was dry.

Response time looks pretty darned good to me.

[magpie2419]

I rely on e-mail support, being UK based. I sent an e-mail on Friday and got a response within minutes. Mailed a second request a few hours later, and our lovely Dustin had done the honours practically before the (virtual) ink was dry.

Response time looks pretty darned good to me.

I submitted my request on the 30/04 and waited and waited and waited it arrived on the 02/05
Maybe mine was a one off but from the comments I have been seeing on the forum I think mine is the norm.

[Maggilove]

I think I had one ticket that took about a week to resolve, but that was a problem that had to be escalated to a higher level. Everything else has been dealt with in a matter of hours, sometimes minutes.

Perhaps it was just a question of timing.

[magpie2419]

What I think would be good for the Non USA Bluehost users is somthing like a skype number we can call, in the same way that USA users call the Toll free, From the comments I have read it seems the Toll free support is very good.

I have another host as well and they have a live web link for support, like a live chat, Ive used it a couple of times and they have been very good.

I am able to do most things myself but, I dont want to wait 3 days for support, If my sites are down for that period of time my customers will go elsewhere. As I would myself.

[rv8ch]

I just called a couple of 800 number (mine and bluehost's) from Switzerland and it worked fine.

[Early Out]

I just called a couple of 800 number (mine and bluehost's) from Switzerland and it worked fine.

But were the calls free?

[rv8ch]

But were the calls free?

They must have been, since I don't have an account with skype for paid calls. I just downloaded the software, installed it, and made a couple of calls. I had never used skype before.

I can't imagine why skype would charge for "toll free" calls in the US, since their US gateway is not charged for these calls.

One thing I didn't check - it is possible that Skype gives a few cents of "free" calls to new subscribers, and my tests were using this reserve. Not sure. In any case, skype calls are far cheaper than a regular call to the US, so if you are budget constrained, that seems like a good solution.

I have no idea what type of telephone system Bluehost uses, but in my experience, integrating VOIP calls into most "legacy" phone systems can be difficult.

[magpie2419]

Yes you get some free credit when you join Skype. Im not asking them to integrate VOIP into the system, Im just asking if non USA members who have to pay to access a Free number in the USA, could be given another and quicker way to get the support we are supposed to get anyway.

I suggested something like Skype but there are many other options available.

A three day wait for email support is too long.

[Dbusau]

I'm from Australia and have had to ring BlueHost twice paying international call rates 1st call 9 mins last night was well in excess of 10 mins (so yeah I hear ya magpie & totally agree) just to find out why a dns that I transfered to BlueHost and then pointed back to my old host isn't working. From last night's call it was established that it indeed is working in the northern hemisphere just not here.

Each ticket I put in averages 12 hours for a response to which I get asked a question, go to the back of the queue and wait another 12 hours. Very bl**dy frustrating if you ask me.

Last night I was told to wait another few hours that it takes 24-48 to propagate hosts, this morning another 12 hours later (and 3 days since I pointed the dns back) it still isn't working.

I am heading off to work now, but if whoever reads this could go to http://dixie9.com and post here whether they are getting "Aussie Rhonda's Genealogy" or "Aussie Rhonda goes pft!" it would be appreciated that way I can try and narrow down where and what the problem is.

Thanks

Background:
Basically I pointed it back cause I am an idiot and don't know how to upload my php site and get it working (apparently)