4 ms·

He wasn't super polite and didn't try to educate him, but I wouldn't call him a dick. There probably isn't any other way to communicate this message except via

He wasn't super polite and didn't try to educate him, but I wouldn't call him a dick. There probably isn't any other way to communicate this message except via support.

dredmorbius 15y ago
But there is: http://news.ycombinator.com/item?id=3474342 http://news.ycombinator.com/item?id=3474342 Tech support, especially tier 1 support, are there to follow procedures. No matter how fouled up those procedures are. If the procedures need changing, you find the tier-1 support's management level. Going to the CTO/CEO if you must.
aspensmonster 15y ago
I have worked as a "Chat Tech"/"Junior Administrator" --tier one support-- for a little over a year now for HostGator. I typically do phone calls rather than chats but the experience across each is similar. That said, none of this reflects the official endorsement or opinions of HostGator.com LLC. The type of concern "joering2" has is obviously not something we handle at a first encounter level. It's not even a "support" issue in the normal sense. It's an infrastructure issue. Support chats and phone calls aren't going to end 15 minutes later with me having: designed, developed, tested, and deployed an entirely new password storing, reset, and re-send mechanism. This is true for any company that one has a widespread concern with regarding their policies and infrastructure. I may not approve of Microsoft's policy of forcing me through a "Customer Retention Specialist" when I wish to cancel my excess Xbox live subscription, but haranguing the poor girl I'm speaking to about company infrastructure and policy issues is a waste of her and my time. That said, for HostGator, if you want to quickly reach someone regarding this type of concern, here's an email address: feedback@hostgator.com. With regards to "registryrocket.com" I can assure you that it is and has been the bane of every tech's existence here at HostGator. Some explanation: HostGator used to, and still does, resell domains through eNom. When you visit "registryrocket.com" -- visit http://hostgator.com/domains http://hostgator.com/domains in order to get a working session -- what you are seeing is eNom's idea of good default site design and then their idea of user experience. The user experience with this tool is... lacking. To put it this way: I've never had a call where a customer told me how easy and great purchasing a new domain through hostgator.com/domains was. Moving on, this is not a system that we directly administer and control, so far as I know. It is a service hosted on and developed by eNom, as stated on their own page describing the product: "We take care of the website hosting, merchant processing and other eNom services." (http://www.enom.com/help/faq_rr.asp http://www.enom.com/help/faq_rr.asp). This, the poor user interface for managing domains, and the general frustration of having to work with an external registrar rather than being in complete control, has led to us forming our own registrar: "LaunchPad." We're already registering new domains under this tool and getting a live web interface for it has been a huge request both from our customers and us lowly tech and sales staff. Here's to hoping the hiring push for development talent pays off :)

He wasn't super polite and didn't try to educate him, but I wouldn't call him a dick. There probably isn't any other way to communicate this message except via support.

dredmorbius 15y ago

But there is: http://news.ycombinator.com/item?id=3474342 http://news.ycombinator.com/item?id=3474342 Tech support, especially tier 1 support, are there to follow procedures. No matter how fouled up those procedures are. If the procedures need changing, you find the tier-1 support's management level. Going to the CTO/CEO if you must.

aspensmonster 15y ago

I have worked as a "Chat Tech"/"Junior Administrator" --tier one support-- for a little over a year now for HostGator. I typically do phone calls rather than chats but the experience across each is similar. That said, none of this reflects the official endorsement or opinions of HostGator.com LLC. The type of concern "joering2" has is obviously not something we handle at a first encounter level. It's not even a "support" issue in the normal sense. It's an infrastructure issue. Support chats and phone calls aren't going to end 15 minutes later with me having: designed, developed, tested, and deployed an entirely new password storing, reset, and re-send mechanism. This is true for any company that one has a widespread concern with regarding their policies and infrastructure. I may not approve of Microsoft's policy of forcing me through a "Customer Retention Specialist" when I wish to cancel my excess Xbox live subscription, but haranguing the poor girl I'm speaking to about company infrastructure and policy issues is a waste of her and my time. That said, for HostGator, if you want to quickly reach someone regarding this type of concern, here's an email address: feedback@hostgator.com. With regards to "registryrocket.com" I can assure you that it is and has been the bane of every tech's existence here at HostGator. Some explanation: HostGator used to, and still does, resell domains through eNom. When you visit "registryrocket.com" -- visit http://hostgator.com/domains http://hostgator.com/domains in order to get a working session -- what you are seeing is eNom's idea of good default site design and then their idea of user experience. The user experience with this tool is... lacking. To put it this way: I've never had a call where a customer told me how easy and great purchasing a new domain through hostgator.com/domains was. Moving on, this is not a system that we directly administer and control, so far as I know. It is a service hosted on and developed by eNom, as stated on their own page describing the product: "We take care of the website hosting, merchant processing and other eNom services." (http://www.enom.com/help/faq_rr.asp http://www.enom.com/help/faq_rr.asp). This, the poor user interface for managing domains, and the general frustration of having to work with an external registrar rather than being in complete control, has led to us forming our own registrar: "LaunchPad." We're already registering new domains under this tool and getting a live web interface for it has been a huge request both from our customers and us lowly tech and sales staff. Here's to hoping the hiring push for development talent pays off :)