Posts Tagged ‘I am not Charles’

Customer Service – A Rant

Sunday, August 26th, 2018

If you’re reading this, congratulations to us all because it means my move to a new webhost was successful.  I’d been with my previous webhost for over ten years and they were really stellar. If there was a problem it got fixed quickly and courteously. I feel it’s not unrelated, given the story I’m about to tell you, that the person who handled most of the issues I had was a woman who recently left that company.

I was surprised when the security certificate on my site didn’t/couldn’t renew. I contacted my host about why it hadn’t renewed and the response was “You don’t need a cert because you don’t sell anything on your website.”

Notice that this does not respond in any way to my request. Note as well that the customer service rep is wrong. Deeply wrong, in fact.

For the last two years at least Google has been downranking websites that don’t run on SSL (That is, has a security certificate and is https:// rather than http://) and by now users are seeing warnings when they land on a site that isn’t running on SSL. Not to mention an expired cert will cause all kinds of problems for a website.

This is an experience women have all the time. They get worse customer service and more roadblocks in the way of that service. I opened a ticket about why an existing cert hadn’t renewed and the answer to me, someone with an obviously female name, was to question my need for a service I was using. At every step, in fact, my issues were not taken seriously.

On top of this add that these tech support people did not understand certs and how their backend requires they be set up for the customer, and the problem is even worse.

What’s in a Name? Customer Service

The short version of this tale is that I spent from the 14th to 20th explaining over and over what they needed to do and telling them that their changes actually made things worse and had ended up breaking my email. There  was a string of responses over those days that were all basically, we fixed this, please reply to the cert email we are sending you, an email  I was not getting (if they were actually sending it which I doubt because they were doing it wrong) because they broke my email. And if was wasn’t that, it was, please send us the error messages and tell us exactly what the problem is and I kept saying, OK, but look at in the thread of this ticket where I already did that, but here it is AGAIN.

Carolyn Not Charles

It was worse than that, way worse. And I’m just going to say that if my name was Charles Jewel my cert would have been renewed on the first day and I would still be their customer.


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