Do host only care about new customers?

Harry P · Feb 1, 2016

I tried a decent web hosting companies and they always reply ASAP and when I am their new customers but when I bought their hosting plans, it happened longer on ticked and slowly supported. Do host only care about new customers?

Have you faced these problems? thoughts?

Localnode · Feb 2, 2016

I've been a customer as well as a web host.

As a customer - I found that tickets are usually replied to quite promptly. Not hours. I usually chose hosts that had a good reputation.

As a host myself - the average response time is under 30 minutes for technical support. If you treat customers as a number - you wont be liked very much.

Some hosts may only care about new customers, which is why you want to do some good research while not relying on these "top 10 hosts" websites you often find. If they pass your research - only pay for a month, to test the waters. Never pre-pay if it's your first payment.

ioZoom · Feb 2, 2016

Keep in mind when you're contacting a provider as a potential customer you are usually talking to someone in the Sales department and those replies are usually faster than a support ticket depending how busy they are with support issues. How long are their current support response times?

edisonvpb · Feb 2, 2016

Harry P said:
I tried a decent web hosting companies and they always reply ASAP and when I am their new customers but when I bought their hosting plans, it happened longer on ticked and slowly supported.

you know,if you met busy time,maybe you will be delay but over 2 hours.of course,if your server have problem that is easy but complicated,maybe take more time to do it.so it depends.good hosting company always like that.they dont prefer to support for new costumers.you are equal as for tech supports.

ioZoom · Feb 2, 2016

if it was 2 hours before you got a response i would say that is unacceptable in this day and age of web hosting. Under 30 minutes is great, under 1 hour is good. 2 hours and over is in it's simplest term, bad.

hostslim · Feb 2, 2016

Does your host provide 24x7 support service? You must consider that too in the response times.

DotNetNerd · Feb 3, 2016

Most companies do have separate teams for sales and tech support.

Is the tech support bad, or just not as good as sales? Many tech support people, especially your system admins are very cut and dry so just because support isn't as friendly, doesn't mean their not helpful or knowledgeable

m3server · Feb 3, 2016

I can not speak for all hosting companies but most like us do not only care about new clients. Sales reps vs tech support reps are different groups. But you need a response from either group that satisfies you the client. If you are not happy with your current host then it is time to move.

hmb-robert · Feb 4, 2016

No, each and every customer is important for a hosting company like hostmybytes.

vps9 · Feb 4, 2016

Most of the hosts now solve the basic technical issues on live chat itself, If the issue is taking time to resolve then they ask you to open a support ticket so that they can update you once the issue is resolved. For Sales and any administration queries there will be live support team and skype support team. Some hosts even provide Email and phone support too. you need to check the support team and its timings before selecting the host.

SenseiSteve · Feb 5, 2016

Generally, you're not talking to customer support as a prospective client, rather the sales department. Customer support departments that have a large clientele base may be facing multiple tickets concurrently. While response time is certainly important, resolution time is critically important. I would say that the trend I'm seeing is that live chat is less and less geared to technical support as providers prefer to have an audit trail of issues via email ticket support.

chrisparker · Feb 6, 2016

First of all you need to check if your hosting provider provide support for 24x7 hours also make sure to check their Standard ETA for tickets or emails as every web host have defined their SLA. You can ask them for reason if it takes more time to handle your queries.

Also make a note that we suppose to be rude with support if it takes too much time as most of the web hosts are just giving priority to close tickets queue instead of quality support and they are handling the tickets carefully for the clients who are indirectly giving warnings through support request.

Leasedlayer · Feb 6, 2016

Yes of course they do care about all customers, maximum providers do not make partials between old & new customers all are equal & they do try to reach higher for the supporting for their customers.

wmguides · Feb 6, 2016

A good hosting company cares for all of their customers but some time the good hosting companies also face some technical issues. You have not mentioned how longer they take to respond if they are taking few hour then it is not an issue. Also some medium level hosts take longer to replay in week ends. But this not make any difference if the host is good. Because you don't have to contact them frequently due to the fact that good hosts have less issues.

hostingspecialists · Feb 6, 2016

No way. I can only speak for my company but existing customers are equally as important. As a business, it makes no sense to favor new customers over older customers... the long term paying and loyal customers.

HostDZire · Feb 6, 2016

Reply within 1 Hour is fine for support ticket, upto 2 Hours will be considered as slow but its also depends on type of issues you facing.
Or you can use live chat support if your provider have it.

I don't think support staff will only care about new customers, they should help both new or old customer.
But sales manager might take interest on new customers most.

ulterios · Feb 7, 2016

Harry P said:
I tried a decent web hosting companies and they always reply ASAP and when I am their new customers but when I bought their hosting plans, it happened longer on ticked and slowly supported. Do host only care about new customers?

Have you faced these problems? thoughts?

Are you talking about as a new customer (one who has paid already and is new) or as a potential customer (one who hasn't bought anything yet), because that's a big difference.

I personally have seen chat support as a potential customer and it's usually very prompt.

However as a new (already bought) customer I think it makes no difference to most hosts if you are new or long term as far as receiving support. Of course there are some smaller more personal hosts that might give long time customers some kind of priority, but I really don't know for sure.

I think that with most hosting companies (at least the bigger ones), as soon as you are a paid customer you are all the same. IMHO

velvet · Feb 16, 2016

Hi Harry P,
I use insty.me hosting.

They offer a solution particularly for Internet Marketers, and their
support is awesome.

Even the owner chimes in from time to time, and sends me video explanations as well sometimes.

I have been with them for several years, and nothing has changed from day one in that respect.

In fact, support is what makes the difference in hosting in my opinion, as technically there are not that many differences as the industry is very mature.

cheers, Mal.

HostWinds · May 26, 2016

Generally when you are a new customer you will be responded to faster because the person you are talking to is from a sales department. Tech departments are not always adequately staffed so response is sometimes slower than normal.

Maxoq · May 27, 2016

Harry P said:
I tried a decent web hosting companies and they always reply ASAP and when I am their new customers but when I bought their hosting plans, it happened longer on ticked and slowly supported. Do host only care about new customers?

Have you faced these problems? thoughts?

I always get the same problem with you. After bought a hosting service, I used get low support, I didn't get good support like asking a hosting plan from a hosting provider.

Maybe hosting companies just care new customers that forgot their old customers.

Do host only care about new customers?

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