Guys
You have introduced a new chat engine with AI and it's messy and confusing, with the net result that no one is actually picking up the tickets or chats. I cannot address my concern to any relevant dept.
I am concerned that if I have any urgent issues they will not be addressed in a reasonable timeframe. The old version was far more responsive.
Regards.
We hear you, and we will be direct: the timing of this rollout was not good, and we are sorry it landed while active cPanel security patches are underway. Those two things happening at the same time created real friction for customers who needed fast answers. That is a fair criticism and we own it.
We are not satisfied when a customer cannot get to the right person, especially during an active maintenance window. That said, we are glad we were able to connect you with our support team and confirm your issue is resolved. If anything else comes up, we are here.
I tried to reply to this thread using my normal IMH account, but had to create a separate account. (?)
Here's my concern: When we had the web form and email back and forth, things were a bit clunky but the issues got fixed in a matter of a few hours.
Now, I cannot email support (!), and I have submitted the chat help request (Over 2 days ago) and I have yet to get a response. I'm taking a basic 404 issue. No response, other than an email telling me to check the chat which has... no response other than "We'll pick this up soon".
I'm frankly shocked, IMH has been great, but you know its messed up and still here we are. The most frustrating part is I have absolutely no idea if or when a support person will pick up my ticket.