September 29, 2011

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I’ve really had it with Fatcow. Unfortunately, I renewed my hosting account for another year just a month ago.
The problem that I have with them is – like also mentioned above by Ella – that their customer support is beyond awful.
It’s not even that they don’t resolve your issue: the worst thing is that they do not even listen to you. It’s as if they form a (wrong) opinion within the first minute and then doggedly follow that track, even if it leads nowhere – even if you state over and over and over and over again that that’s not what you want them to do.

I experienced this a number of times with them. They don’t listen(read) what you say (write) and ask for things that are completely beside the point. I sometimes wonder if someone just hooked up a random script bot to Fatcow’s support by way of psychological experiment: let’s see how fast we can make our customers angry – or something like that.

Today I just blew my top again over something simple that they can’t seem to resolve: I want to transfer a domain to that account, but in order to do that you need “domain credit”. So I purchased that. But still, every time I start the transfer process, it blocks by telling me that I need domain credit.
So I ask them to please fix this. But instead, they resolve to manually add that domain. After having given that some thought, I decided that I did not want that. I don’t want my domain to be unlocked for a few days while I wait for them to transfer it – if they would manage at all.
But thats’ something that I cannot get across. They refuse to go into what I say. They just come back to their “manual transfer” like a stuck gramophone record. No matter how often I ask them – polite at first, a bit more determined later on, and even a bit angry now. They just do not listen to you. Period.

I’ve completely and utterly had it with that.
I think I’ll just take my financial loss and be gone – being free of annoyance and anger is worth much more than that.

On a related note – am I the only one who gets the awkward feeling that this “liveperson” chat – which is claimed to be done by real people, actually is computerised? I find the responses so incredibly wooden, and it feels so “programmed” or “scripted” that it just as well might be a bot. I find it outright creepy at times.