Comments on: Google’s “customer service”… http://www.mattheaton.com/?p=38 Matt Heaton - Bluehost Blog Sat, 31 Jul 2010 21:24:39 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Blake Rogers http://www.mattheaton.com/?p=38&cpage=1#comment-287233 Blake Rogers Fri, 14 May 2010 09:25:47 +0000 http://mattheaton.com/?p=38#comment-287233 I use both Adsense and Adbrite and i can say that adbrite is also a good source of income but not as good as adsense.*'` I use both Adsense and Adbrite and i can say that adbrite is also a good source of income but not as good as adsense.*’`

]]> By: A really pissed off Bluehost customer http://www.mattheaton.com/?p=38&cpage=1#comment-283373 A really pissed off Bluehost customer Fri, 06 Mar 2009 12:11:46 +0000 http://mattheaton.com/?p=38#comment-283373 Um.. People in glass houses should not throw stones. Bluehost is on the verge of losing a customer. Bad customer support being one of the main issues. Um.. People in glass houses should not throw stones.
Bluehost is on the verge of losing a customer. Bad customer support being one of the main issues.

]]> By: Google - Service economy with no service. - tovagroup.com http://www.mattheaton.com/?p=38&cpage=1#comment-273185 Google - Service economy with no service. - tovagroup.com Fri, 12 Dec 2008 06:51:01 +0000 http://mattheaton.com/?p=38#comment-273185 [...] contacted me. This disregard and disinterest is experienced by small customers as well as large customers of Google who spend six figures a [...] [...] contacted me. This disregard and disinterest is experienced by small customers as well as large customers of Google who spend six figures a [...]

]]> By: joe green http://www.mattheaton.com/?p=38&cpage=1#comment-269157 joe green Sun, 23 Nov 2008 01:23:45 +0000 http://mattheaton.com/?p=38#comment-269157 What the hell is wrong with google? I go through the whole trip of setting up an account, send a test email, log out, then back in and can't get access. I've tried to cancel my account and get run around in circles. I'm starting to get pissed off. I'm not stupid and generally don't have any problems setting up software, but google/gmail has been a total pain in the butt. Please cancell anything involving Google or Gmail for me Your system won't even recognise my email address that I have had for several years, or the secondary address that Google has sent me rejections at....What's wrong???? What the hell is wrong with google? I go through the whole trip of setting up an account, send a test email, log out, then back in and can’t get access. I’ve tried to cancel my account and get run around in circles. I’m starting to get pissed off. I’m not stupid and generally don’t have any problems setting up software, but google/gmail has been a total pain in the butt. Please cancell anything involving Google or Gmail for me Your system won’t even recognise my email address that I have had for several years, or the secondary address that Google has sent me rejections at….What’s wrong????

]]> By: madmike http://www.mattheaton.com/?p=38&cpage=1#comment-239140 madmike Wed, 30 Jul 2008 20:47:19 +0000 http://mattheaton.com/?p=38#comment-239140 I just recently spoke to a google operator on the phone trying to figure out why my order was cancelled. I tried to get to a customer service rep on the phone, but the automated voice says the customer service reps don't work at "these" hours, even though I called in the afternoon. So, I chose to speak with the operator hoping they could direct me to someone that can help. He asked me what was my problem, I told him and he was very condescending. His answers were very vague and he eventually told me to google my question! I asked for his first name, he wouldn't give it to me, which is fine; but when I asked him if I could speak someone else that could help me, he told me no and hung up on me. This is the worse experience I ever had. I have this pending charge, and the item I ordered (via google checkout) was cancelled for some reason. I just want someone to explain to me why it was cancelled. I think I deserve to know as a consumer, especially if they are holding my money. I just recently spoke to a google operator on the phone trying to figure out why my order was cancelled. I tried to get to a customer service rep on the phone, but the automated voice says the customer service reps don’t work at “these” hours, even though I called in the afternoon. So, I chose to speak with the operator hoping they could direct me to someone that can help. He asked me what was my problem, I told him and he was very condescending. His answers were very vague and he eventually told me to google my question! I asked for his first name, he wouldn’t give it to me, which is fine; but when I asked him if I could speak someone else that could help me, he told me no and hung up on me. This is the worse experience I ever had. I have this pending charge, and the item I ordered (via google checkout) was cancelled for some reason. I just want someone to explain to me why it was cancelled. I think I deserve to know as a consumer, especially if they are holding my money.

]]> By: Contact Google Customer Service or Adwords 1-650-253-000… at Tina Rawlins .com http://www.mattheaton.com/?p=38&cpage=1#comment-209379 Contact Google Customer Service or Adwords 1-650-253-000… at Tina Rawlins .com Tue, 22 Apr 2008 17:43:13 +0000 http://mattheaton.com/?p=38#comment-209379 [...] example of this is posted by Matt Heaton, CEO of web hosting company [...] [...] example of this is posted by Matt Heaton, CEO of web hosting company [...]

]]> By: Patrick Wolfe.com » The Bluehost Review- Singing The Bluehost BLUES http://www.mattheaton.com/?p=38&cpage=1#comment-189828 Patrick Wolfe.com » The Bluehost Review- Singing The Bluehost BLUES Mon, 03 Mar 2008 08:59:50 +0000 http://mattheaton.com/?p=38#comment-189828 [...] cost you nothing. Matt’s blog talks about his trouble with Google and his frustration with Google’s customer service. After resending the email to him on 1 March, I am feeling his “Google” [...] [...] cost you nothing. Matt’s blog talks about his trouble with Google and his frustration with Google’s customer service. After resending the email to him on 1 March, I am feeling his “Google” [...]

]]> By: hostmonster customer http://www.mattheaton.com/?p=38&cpage=1#comment-183473 hostmonster customer Wed, 20 Feb 2008 03:41:06 +0000 http://mattheaton.com/?p=38#comment-183473 I know this is an old post, but I feel compelled to comment. Tonight hostmonster.com support told me that my repeated site timeouts had to do with the fact that my site hosted TWO one-minute FLV videos, that they didn't and wouldn't support me because of that, and that I should move my sites off of hostmonster to another hosting facility. Wow. Matt, you're absolutely right about customer service. I don't know if you are aware of other happenings like this but just wanted to let you know it's happening in your own backyard. I know this is an old post, but I feel compelled to comment. Tonight hostmonster.com support told me that my repeated site timeouts had to do with the fact that my site hosted TWO one-minute FLV videos, that they didn’t and wouldn’t support me because of that, and that I should move my sites off of hostmonster to another hosting facility.

Wow. Matt, you’re absolutely right about customer service. I don’t know if you are aware of other happenings like this but just wanted to let you know it’s happening in your own backyard.

]]> By: BlueHost Web Hosting Company Tells Me to F* Off. Now That’s UFB Customer Service. | Credit, Debt, Life, and Steve http://www.mattheaton.com/?p=38&cpage=1#comment-173531 BlueHost Web Hosting Company Tells Me to F* Off. Now That’s UFB Customer Service. | Credit, Debt, Life, and Steve Sat, 02 Feb 2008 12:09:16 +0000 http://mattheaton.com/?p=38#comment-173531 [...] makes this even more ironic is that when I went to the blog of Matt Heaton from BlueHost he was bitching about Google customer service. LOL I posted a comment on that thread about my experience but haven’t heard anything back [...] [...] makes this even more ironic is that when I went to the blog of Matt Heaton from BlueHost he was bitching about Google customer service. LOL I posted a comment on that thread about my experience but haven’t heard anything back [...]

]]> By: Steve http://www.mattheaton.com/?p=38&cpage=1#comment-173270 Steve Sat, 02 Feb 2008 01:48:42 +0000 http://mattheaton.com/?p=38#comment-173270 Careful, good customer service cuts both ways. Your customer service rep just told me to F off and then hung up on me on the chat while I was asking for help. I also got an automated email from you guys that said to respond and when I did it said it was no longer a supported address. Granted a years hosting isn't $100,000 but I had pre-paid my account for a year in good faith and was a new customer and got horrible customer service from BlueHost. I wonder how you would have felt in my shoes. The Customer Service Chat steve [8:05:52 PM]: I'm just bulk uploading at the moment and will then go through the files once uploaded. I'm on the road at the moment and not at the local computer that has been uploading for a couple of weeks now. I won't be back home for three more weeks. What will happen to my files in the meantime? [8:08:33 PM]: Another question. How do I delete the file if I can't login? Brandon S. [8:13:56 PM]: We can only give you access to delete it if you promise to delete all copyright files. [8:14:05 PM]: Then, once you do so, we can turn back on your account. steve rhode [8:15:07 PM]: I'm not real impressed with the way this has been handled. So what happens with the upload that I planned while I was away. [8:15:39 PM]: I promise I will delete copyrighted files when I get back Brandon S. [8:16:13 PM]: not good enough steve [8:16:29 PM]: If you are going to turn off my account without notice, while I'm away, how does that help me? Brandon S. [8:16:36 PM]: When you get back, you can contact us to gain access, so you can delete the files. [8:16:58 PM]: If you are going to break our Terms of Service (ToS) while our backs are turned, how does that help us? steve [8:17:57 PM]: Do you really want to insult me while proving me with customer service? Really? "backs are turned" Dude. Brandon S. [8:19:33 PM]: We don't need you as a customer if you're not going to agree to the ToS that you promised to agree to upon signing up. [8:19:48 PM]: We are giving you a chance to rectify what you have done wrong. [8:20:07 PM]: If you are wanting to wait to rectify that, then we're fine with that. steve [8:20:21 PM]: OK. Then I assume you are canceling my account and will issue me a refund for the balance of the year term that I paid for. Brandon S. [8:20:27 PM]: We can wait to turn back on your account. And we will wait to give you access to delete you files as well. [8:20:55 PM]: If you want to cancel your account, you can visit http://helpdesk.bluehost.com/kb/index.php?x=&mod_id=4&q=94 [8:21:04 PM]: which will send a ticket to our cancellations dept. steve [8:21:10 PM]: Why would I want to be your customer when you've insulted me and then said that "we don't need you as a customer" Brandon S. [8:21:27 PM]: If you have questions about the content which can be hosted, you can email abuse@bluehost.com [8:22:11 PM]: Do you have any further questions, steve? steve [8:22:40 PM]: Only one, what is the email address of your customer service manager so I can send a copy of this chat? Brandon S. [8:23:53 PM]: My customer service manager doesn't handle ToS violations. I have given you the email address of our abuse dept. Any questions regarding your account being suspended, you can take up with them Brandon S. [8:24:01 PM]: Thank you for trying BlueHost.com Live Chat. If you have additional questions, many answers can be found through our Knowledgebase. If you have other issues arise please let us know over live chat or give our Ticket Center a try. Remember our World Class Support is just a click away! Careful, good customer service cuts both ways. Your customer service rep just told me to F off and then hung up on me on the chat while I was asking for help.

I also got an automated email from you guys that said to respond and when I did it said it was no longer a supported address.

Granted a years hosting isn’t $100,000 but I had pre-paid my account for a year in good faith and was a new customer and got horrible customer service from BlueHost. I wonder how you would have felt in my shoes.

The Customer Service Chat

steve [8:05:52 PM]: I’m just bulk uploading at the moment and will then go through the files once uploaded. I’m on the road at the moment and not at the local computer that has been uploading for a couple of weeks now. I won’t be back home for three more weeks. What will happen to my files in the meantime?

[8:08:33 PM]: Another question. How do I delete the file if I can’t login?

Brandon S. [8:13:56 PM]: We can only give you access to delete it if you promise to delete all copyright files.

[8:14:05 PM]: Then, once you do so, we can turn back on your account.
steve rhode [8:15:07 PM]: I’m not real impressed with the way this has been handled. So what happens with the upload that I planned while I was away.

[8:15:39 PM]: I promise I will delete copyrighted files when I get back

Brandon S. [8:16:13 PM]: not good enough

steve [8:16:29 PM]: If you are going to turn off my account without notice, while I’m away, how does that help me?

Brandon S. [8:16:36 PM]: When you get back, you can contact us to gain access, so you can delete the files.

[8:16:58 PM]: If you are going to break our Terms of Service (ToS) while our backs are turned, how does that help us?

steve [8:17:57 PM]: Do you really want to insult me while proving me with customer service? Really? “backs are turned” Dude.

Brandon S. [8:19:33 PM]: We don’t need you as a customer if you’re not going to agree to the ToS that you promised to agree to upon signing up.

[8:19:48 PM]: We are giving you a chance to rectify what you have done wrong.

[8:20:07 PM]: If you are wanting to wait to rectify that, then we’re fine with that.

steve [8:20:21 PM]: OK. Then I assume you are canceling my account and will issue me a refund for the balance of the year term that I paid for.

Brandon S. [8:20:27 PM]: We can wait to turn back on your account. And we will wait to give you access to delete you files as well.

[8:20:55 PM]: If you want to cancel your account, you can visit http://helpdesk.bluehost.com/kb/index.php?x=&mod_id=4&q=94

[8:21:04 PM]: which will send a ticket to our cancellations dept.

steve [8:21:10 PM]: Why would I want to be your customer when you’ve insulted me and then said that “we don’t need you as a customer”

Brandon S. [8:21:27 PM]: If you have questions about the content which can be hosted, you can email abuse@bluehost.com

[8:22:11 PM]: Do you have any further questions, steve?

steve [8:22:40 PM]: Only one, what is the email address of your customer service manager so I can send a copy of this chat?

Brandon S. [8:23:53 PM]: My customer service manager doesn’t handle ToS violations. I have given you the email address of our abuse dept. Any questions regarding your account being suspended, you can take up with them

Brandon S. [8:24:01 PM]: Thank you for trying BlueHost.com Live Chat. If you have additional questions, many answers can be found through our Knowledgebase. If you have other issues arise please let us know over live chat or give our Ticket Center a try.

Remember our World Class Support is just a click away!

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