HostSailor - ignorant, incapable and stupid?
Yesterday I got an email from @HostSailor telling me that my VPS is suspended due to "bandwidth overusage" - out of the blue. Before the suspension I only got spam from them.
While it seems extremely unlikely that I used too much bandwidth because that VPS only runs a secondary NSD (with rate limit btw), I wanted to react constructively and today went to login and to look what went wrong - besides the usual problems with that box (I don't complain; the box is less than €10/year).
Well, I failed to login. Reason: I didn't complete the captcha. Simple reason: there was no captcha, only the usual two fields (email and password).
So I opened their web-chat and described the problem. A minute or so later 'Omar' responded and asked what my problem is. Great, I felt well right away seeing that Omar obviously didn't even read what I had written but rather robot-like dished out a canned line. So I told him that I had just written what the problem was and that he should read it.
Nothing. No reaction.
So I copied the error message into the chat. Omar asked me to provide a screenshot. I asked how I could send a screenshot via the web-chat.
Again no response.
But I was lucky and discovered a small icon that looked similar to the "attach" icon in my email client, and indeed when clicking on it I could open the screenshot file and transmit it.
Omar's reaction? He told me to create a ticket and explained to me how that's done (in other words, he assumed that I'm clueless and stupid).
I simply asked how I could open a ticket when I couldn't log in, to which he responded that I could send an email.
When asked why he wouldn't help me, he told me that he is only sales and can't access anything for support. So why, I wondered, did he request a screenshot? And why does HostSailor have sales available but not support?
End result: A suspended VPS and a customer who wanted to constructively react and got very poorly treated. And a customer who is under the clear impression that their, pardon me, clueless and ignorant staff makes it worse rather than resolving problems.
FWIW I also tried it with another browser (Firefox) too. It also didn't work, so the problem seems to be on their side.
TL;DR Poor, ignorant, and arrogant clueless support it seems plus internal problems. Get your act together HostSailor!
The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.