Just haven't been inspired enough to write here lately, I'm truly sorry about that. Today though, I thought to share a Hostgator review and customer service related rant I've had building up for some months now. A year even.
A little background music first
I've been designing web sites since 1998 or so. I am well versed (and self taught) in html, css, php, mysql and so much more. I've used shared hosting, reseller hosting, dedicated server hosting and am very familiar with WHM and CPanel (really dislike Plesk). So I've personally experienced a lot of different kinds of site and server issues over the years for the many sites I own or managed for other people. Personally and in my own interests, I have had nothing but pleasant CS experiences with hosting related issues.
I have worked in the customer service industry all of my life. Most recently for Bell Internet as a CS Agent and in Retention where I often referred clients to tech support for many internet related issues. I was not limited to what I could or could not say – I did not have a set of canned messages to use. I used experience and good common sense. As a younger person, I worked in CS as both a cashier and a supervisor for retail and in the hotel/resort industry, where I worked over the phone (reservations) and at the front desk of many a hotel in several provinces.
Consequently, I have a high expectation of customer service and professionalism (as should everyone). I know what's unrealistic and wildly out of the range of "normal" when it comes to customer service dealing from both the CS rep and the customer perspective. I know my rights as an agent, an employee and a customer – and I have flexed those rights like a finely tuned muscle where necessary.