Who has the record for the longest wait for support?
So far I have waited 2 days and 10 hours and still waiting.
This is for a support request for a client logged through the support panel as a “Things are broken and I’d like them not to be” support call, which is second highest priority (just under OMG). I lodged a complaint through a my own panel. The complaint was set to the lowest priority (ie it can wait until you have time to answer) The complaint was answered within half an hour, but the original support call still lingers in the system.
When I first put the request in, there were over 800 support requests in the system, and now there are 599 (and of course more would have been coming in during that time) I have since put in 2 more requests for assistance, which are likewise being ignored. One of them almost qualifies for the "Sorry you’ve been waiting more than 24 hours " email.
This is just a note to let you know that although it’s almost been 24 hours since you sent in your message, we haven’t forgotten about you! (yeah, right!)
We strive to answer all questions within 24 hours, but due to the large number of questions we have right now we’re afraid we may have to go over a bit this time. (like nearly 3 days??)
Please hang in there and we’ll be getting back to you as quickly as we possibly can!
I have migrated my own account to a different host where most calls are answered within 15 minutes, almost all within 1/2 hour.
No I don’t like CPanel much, but with Dreamhost there are regular lengthy waits for support, which are then further aggravated by the wooly, off-the-mark responses which show that the staff did not read the email properly. So then I have to respond to that and wait a further 24 hours.
The next person who reads my email does not bother to check earlier emails in the “thread” (there is no thread in practice - each email is given a different number) and so gives yet another out-of-context response, so that at times it has taken over a week and alot of raised blood pressure before the situation is resolved.
BTW I am paying for a Level 3 account which is supposed to have 3 phone calls, but cannot use those as overseas customers are not allowed this. So I am stuck until DH get off their hands and do somehting.