Scott H.'s Review

Scott H.
January 29, 2017
“I have a domain hosted by A2 Hosting, and a Hosting Reseller Account. I am also attempting to acquire a Domain Reseller account, but have had some problems. So, I have had a ton of questions, assumptions, most of which turned out to be mistaken, information that I found confusing that I asked for clarification on, and issues, complaints, suggestions, and a whole lot more, and I actually felt bad, guilty really, for overwhelming A2 Support with so much at one time, and to make it worse, I stated that I was in a rush and needed a quick response, all quite recently. An A2 rep responded that same day, answering all questions, providing all requested information, clarifying all information that had confused me, elaborating on how to learn more about the topic I was trying to research, gently letting me know when and why which of my assumptions were mistaken, and giving me some final pointers and tips. It was a lengthy response required by a lengthy message sent to them. And I appreciated the time and thought put into it, as well as the rapid response time too. My only real complaint is that I first attempted to open one of the many obvious Live Chat session options available via a button icon on virtually every page, I simply got a popup message stating they were too busy and that I would have to open a ticket instead -- which I did. I didn't like that. You rarely receive that type of response from any company when attempting a live chat session with a company, regardless of whether it's with Sales, Customer Service, Tech Support, etc . They're generally supposed to be available there live, 24/7/365, under any and all circumstances, and generally, companies should never get so busy that they can't handle the volume. If that happens, they tend to be either understaffed or under-prepared, or perhaps they're simply intentionally trying to guide customers to open official tickets to give the company time to review written, documented issues and have the time to respond accordingly. I don't know what the case is or was in my circumstances, or how typical that is for A2. Maybe it's unusual, I don't know. Nonetheless, I deal with hundreds of companies, literally, in many dozens of fields and categories, etc, for many types of services, products, goods, apps, etc, and the vast majority of them offer Live Chat as an option and the few times I want or need to use that feature, I've always been able to do so every single time -- until now. Which is why I think this is a bad sign. When a company advertises live chat as a regular, ongoing support feature and it's not available, it's not usually a good sign. Nonetheless, I opened a ticket, per the instructions, filled out the form with my immensely long message and it quickly resulted in what I've described, so I'm pretty happy, satisfied, and fairly impressed in general. A rep named Wayne was the person to originally email me a lengthy response cordially addressing everything I brought up, and another rep named Chris W followed up in another day or two, so shout outs to them in particular. Thanks A2! I hope and expect to receive similar excellent customer support if and when needed again in the future. If I do ever attempt to resort to Live Chat, though, I honestly do expect it to be available and functional. That's basic Customer Service 101. So, three stars to A2 Hosting for lack of Live Chat as a functional, available interactive service/support option, but five stars to A2's Support department for a really good effort and job in general. Impressive. Good job, A2 Support! Five stars.”

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