Reply from Simple Source SolutionsOct 11, 2024
Updated (10/14/2024)
Hi Mary,
I'm not sure what you're reading into the language of the original response below, but none of it is what I would describe as "nasty". It is however accurate regarding our policies, hosting plans, and the realities of the hosting industry when it comes to phone support. It was also trying to be helpful in light of the expectation you seemed to express for phone support.
If you were required to go to another's house to use their internet, then that likely meant something was wrong with your home ISP (Internet Service Provider), not your hosting service.
Lastly, if you were just stopping by to leave a helpful suggestion, a public forum, where you left a 1 star review based on your expectation for phone support which we've never provided as part of our hosting services, isn't helpful to our customers or potential customers. Most potential customers look at a site like Trustpilot and will quickly weed through lower scoring companies. So, in fact, all your review does is hurt our small business and impacts our ability to provide better service to those who already trust us for their hosting needs.
If your goal was to take to the internet and leave a harmful review--you succeeded.
We're always happy to take customer suggestions. Simply drop a ticket and ask for an owner to review. We ask customers to please use these review sites to review the service you received (e.g., What was the issue you were experiencing? Was it resolved? Did the technician answer all your questions? Was the technician pleasant in your interactions with him/her? What has your experience been 99.99% of the time you've been with us?).
Ultimately, we just want you to be happy and provide you with the best service possible. In cases where we're not able to do so, we of course are happy to recommend other places. Please let us know how we can help. Thank you.
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Hi Mary, we are sorry to hear about your experience.
To our knowledge we've never advertised our services as including phone support, and are happy to address your concerns, and continue providing great support via our ticketing system.
There are many hosting Manage Service Providers who provide true technical phone support for a heafty fee, or level 1 customer service support which is generally devoid of the technical knowledge or empowerment to truly assist customers at levels that meeting customers' expectations or needs.
We've always preferred to provide real technical support from Level 3 professionals who are actually able to resolve issues you may be experiencing vs. the warm fuzzy feelings a phone # may give certain people even though the support people on the other end of the line can't do much to help them.
We just want our customers to be happy and it sounds like you're unhappy. We would gladly recommend a service provider with phone support if you will drop in a ticket to our sales department.
