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Hire more support staff
08-03-2017, 12:53 AM
Post: #1
Hire more support staff
I've had tickets in the support page now for 2 hours and no response. Your system has requested me to open a ticket cause the chat doesn't seem to work so I did and now I'm in limbo waiting to use what I paid for.
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08-03-2017, 06:14 AM
Post: #2
RE: Hire more support staff
Hello djdubuque,

Thank you for contacting us for help!

Our Live Chat support is available 5am til 10pm PDT and we strive to answer all tickets with in our 24 hour guarantee. If you can supply a support ticket# or domain name on the account we can look into the status.

Thanks!
Matt C
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08-03-2017, 05:46 PM
Post: #3
RE: Hire more support staff
(08-03-2017 06:14 AM)DH Matt C Wrote:  Hello djdubuque,

Thank you for contacting us for help!

Our Live Chat support is available 5am til 10pm PDT and we strive to answer all tickets with in our 24 hour guarantee. If you can supply a support ticket# or domain name on the account we can look into the status.

Thanks!
Matt C

There in lies the problem "5am til 10pm PDT" I'm 9.5 hours ahead of PDT.
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08-04-2017, 11:19 AM
Post: #4
RE: Hire more support staff
(08-03-2017 05:46 PM)djdubuque Wrote:  There in lies the problem "5am til 10pm PDT" I'm 9.5 hours ahead of PDT.

I'm sorry that the live chat hours are incompatible with your timezone. Unfortunately timezones are not compressible... I hear your pain. When I'm not in US, meetings become very complicated. I also realize that many things can be done asynchronously over email if I write detailed messages but that's more work on my part Sad

If you filed a ticket and got a # we can nudge our colleagues to prioritize your ticket. Or, if you feel like your request has no sensitive information, you can share your problem here where there are more people awake at different times and have lots of knowledge anyway.
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08-09-2017, 12:12 AM
Post: #5
RE: Hire more support staff
(08-03-2017 06:14 AM)DH Matt C Wrote:  Hello djdubuque,

Thank you for contacting us for help!

Our Live Chat support is available 5am til 10pm PDT and we strive to answer all tickets with in our 24 hour guarantee. If you can supply a support ticket# or domain name on the account we can look into the status.

Thanks!
Matt C


On your guy's home page it LITERALLY SAYS 24/7 support! this is soul crushing. heart breaking! i signed up tonight under the impression that i could work with you guys through the night to get my site live and going. I NEED HELP! and i fell for a freaking marketing ploy with a mix of fake news words Sad </3
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08-09-2017, 10:14 AM
Post: #6
RE: Hire more support staff
I'm sorry you found issues that required you to contact support so quickly and so early in your journey with us. What happened? You shouldn't need to contact support only to setup your site Sad

DreamHost's main form of support is email and it is offered 24/7. All our support technicians are employees, we don't outsource support and that's what allows to get recognized for having the best support in the industry. This also means that we cannot provide 24/7 live chat support without increasing considerably the competitive prices of the products we offer. We offer also phone support via callback, for an additional fee.

We also offer a lot of documentation that will help you go through the most common hurdles you may find when setting up your new site: please have a look at https://help.dreamhost.com/ and see if your issues have an explanation already.

Also, this forum is a useful resource that complements the support channels: more often than not, you can ask questions here and find competent answers from other customers in different timezones.
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