HostMySite.com Becomes Hosting.com
HostMySite.com, one of my favorite hosting companies, acquired Hosting.com in May. I’ve been a little nervous about what the acquisition would mean for customer service. One of the great things about HostMySite was that customers never had to wait on hold. You just called and you talked to a technical support person. No weird music. No waiting.
However last week I called technical support and I was put on hold for fifteen minutes. Fifteen long and painful minutes!
I was steaming when the support person finally answered the phone. What happened to maintaining the same level of service? What happened to no waiting on hold? Just what did he have to say for himself? (As you can see, waiting on hold makes me cranky.)
He said that I’d dialed the wrong number.It seems that there are two technical support teams. One is for the former Hosting.com customers and the other is for new customers as well as former HostMySite customers. If I would have dialed the other number, the correct number for my situation, I wouldn’t have had to wait. He also said that while there aren’t as many people in his group that they can do everything the other group can do. Within a few minutes he’d taken care of my problem.
All in all, I’m pleased with the way the acquisition is progressing. I just need to be careful of dialing the right number on their contact page. I may also want to try deep, calming breaths the next time I’m on hold.
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