Why Is InMotion's customer service so appallingly bad?


Jmatthews
Asked:
2013-05-31 5:57 am EST

Hits: 784
So, I signed up to a new account to migrate from Bluehost last week. The site contained several WP installs.

I uploaded a cpanel backup and requested a restore on Tues 21st. On Thurs 23rd I got a reply saying that there was a problem with the backup but it had been restored anyway. I checked the server and contacted support as there was nothing there. I was told there was no explanation and to reupload the backup. Each upload took me four hours, so it was the end of Fri 24th before it was done. I sent another email requesting a restore.

On Monday I noticed that nothing had happened, I contacted chat again and was told there was no backup there. Eventually it was acknowledged that the backup HAD been uploaded but had just vanished. I was told to upload ANOTHER backup and to contact chat to get it restored. I uploaded another backup.

I contacted chat again on tuesday 28th and was asked to resubmit the ticket and it would be done 'shortly' I did this and got no response. I got back onto chat on the afternoon to ask what was going on and was told that my request was now at the bottom of the queue. I asked for a complaints/manager contact and sent a complaint to the feedback email address.

Wed 29th - same problem, no restore, same answers from chat support, no response to any of my emails.

Thursday 30th. Same response from chat, no progress, no response from managers. Eventually I get chance to call (an international call from ireland). 25 minutes on hold, same response 'its in the queue', and requested a callback from a supervisor.

Needless to say, the callback never came. I did get an email from support saying the DB's were missing from the backup. I asked that the files be restored anyway and I would upload a separate DB backup. I got no response, and lo and behold, when I come into work today the backup is gone and none of the files have been restored. Hence Im now looking at a 4 hour wait to upload ANOTHER backup.

Now, I have to ask, WTF is ging on here? This service is actually WORSE than blueshot, and I thought such a thing would be impossible. The only reason I have just cancelled my account is bacause I already have 8 client sites with InMotion and was planning on moving more over.

Im deeply disappointed with this. Literally days of my time have been wasted on this and my site has been down for over a week now due to this appalling customer service. You people really need to get your act together.

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Arn
Staff
17,232 Points
2013-05-31 10:24 am EST
Hello Mr. JMatthews,

We sincerely apologize for the delay in resolving the request to have your cPanel files restored. I reviewed all of the chats, requests, and tickets in regards to this issue in order to time-line the whole isue. I also walked the issue to our Customer Service manager. We reviewed the issue together and he asked again that we apologize for the delays and that we would look in to the issue to make sure that an issue like this doesn't happen again. Part of the problem was that it did not go through the appropriate channels for escalation during your chats. The other part of the problem was that it was a cPanel restore request - yet the expected file for the restore wasn't there. They (systems) kept seeing an incomplete but compressed TAR file of about 15 MB and this was not considered a cPanel backup. However, this confusion aside, there should not have been such a delay in response.

In the latest ticket responses, it does appear that your account is not canceled, and that a request to make sure that the existing TAR file be restored onto your account. If this is incorrect, please let us know! I will be walking the request to Systems management after I complete this reply in order to make sure that the TAR file is restored to the appropriate account as requested.

I hope that you find this response appropriate, and that it fulfills your needs for the website. Our customer service and Systems management are aware of the issues and are working to make sure that this type of issue is not repeated. If you wish to make any further comments, please send your comments/suggestions to manager_feedback@inmotion.net. These comments ARE reviewed by management and taken seriously.

We do appreciate your patience and apologize again for the frustrations you have encountered in trying to get this restore completed.

Regards,

Arnel C.

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Hi Arnel,

Thanks for the response. That explanation regarding the backup is inaccurate. I spoke to support on chat on several occasions and verified the existence of the backup file on your sever. The file was over 4gb in size. I checked this multiple times myself after each upload. I also have email correspondence from two of your support staff stating that it was a cepanel backup, and that they had a)restored it and b) asking if I wanted it restored as it was missing DB's.

I started uploading a new version earlier today and just discovered it has failed - did someone at your end try and open it before it was fully uploaded?

I have called twice now requesting callbacks and havent gotten one yet. I've sent about 5 emails to manager_feedback@inmotion.net and not received even an automated acknowledgment.

My questions now, are: Will I ever get a callback from customer services? When is this finally going to be resolved? How do you plan on compensating me for days of wasted time and effort? And will I get a refund for unused hosting time if I decide to move ALL of my clients sites to a host that I can actually trust?
Jmatthews
27 Points
2013-05-31 11:09 am EST
Whats happening now? When I try to access my cpanel or ftp to reupload my backup (for the 5th time) I get timed out. This is a farce.
Jmatthews
27 Points
2013-05-31 11:11 am EST
Hello JMatthews,

As per our chat, I relayed all of the information to systems and also the customer care manager. They are working to resolve the issue as I type this reply. Apologies again for the difficulties. I believe that they will resolve this quickly as it is a top priority to resolve.

Thanks again for your patience,

Regards,

Arnel C.
Arn
17,232 Points
Staff
2013-05-31 12:32 pm EST
Hi Arnel - could you contact me please, here or via email?
Jmatthews
27 Points
2013-06-06 5:49 am EST
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