Hello peeps!
This is the first official evaluation of IBEC service.
First of all I decided that the most relevant issue was website hosting service, the basis, since we operate online.
There was mere difficulties to choose which company to begin with, so I chose the two major companies of which I have the closest view as an existing customer. I chose HostMonster.com and GoDaddy.com.
I was to choose a complicated question that would test their customer service’s nerves and professionalism. I also included time the answer took as one factor.
So, here’s where it all started:
“Yo!
I can’t import a .sgl file, located at http://*****.com/sql/, since it’s too big. Could you do that for me? The database is at *****.com, named arcade.
Thanks, Dan”
I tried to act as innocent as I could. This was sent to both of them through their own help center.
Time is money
I’m relieved to say that both of them were fast with their answers. HostMonster answered the same day only 4 hours later. Seems like their support staff has not much to do which is great compared to the 31 hour delay GoDaddy had in this case. GoDaddy’s long answer time is understandable considering their number of customers. But still, a 24/7 world class live help (as they advertise) couldn’t get the answer in time they promised (5hrs expected response time).
Kissing some butt?
What comes to language they used, GoDaddy kissed more ass than I am used to. But don’t get me wrong that’s not a negative thing. Some people tend to take it as one step in good customer service. HostMonster did that too but in more sensible way I think. Here’s the answers:
“Hostmonster Support to me
We can import that for you. Reply back with either the password for your account OR the last 4 digits of your credit card, for verification purposes, and we’ll import it right way.
If you have any additional questions or concerns regarding this ticket, don’t hesitate to reply.
Shawn Baker
Support Level 1
HostMonster.com
866.573.4678
Most questions can be answered by articles in our forum, knowledgebase, and video tutorials:
Forum: http://www.hostmonsterforum.com
Knowledgebase: http://helpdesk.hostmonster.com/kb/
Tutorials: http://www.hostmonster.com/tutorials/
Server Status: http://serverstatus.hostmonster.com/
When you have a new questions or issue, please open a new support ticket.”
And GoDaddy’s version:
“Our support staff has responded to your request, details of which are described below:
Discussion Notes
Support Staff Response
Dear Sir/Madam,
Thank you for contacting Online Support. If you would like us to import your .SQL file into your database for you, we will first need you to upload your .SQL file to the root of your hosting account. Once you have uploaded your .SQL file, please respond with the following information:
• The name of the .SQL file to import.
• The database you want the file imported to.
• The last 4 digits of the payment method on file for your account or the support pin for your account.
Once you have responded with this information, we will import your .SQL file into your database at no cost as a one time courtesy.
Please let us know if we can help you in any other way.
Sincerely,
Matt P.
Online Support Technician
Customer Inquiry
Name : Dan Goldman
Phone : *********
Browser Info : Mozilla/5.0 (Windows; U; Windows NT 5.1; fi; rv:1.8.1.9) Gecko/20071025 Firefox/2.0.0.9
Other : mysql/phpadmin
Yo!
I can’t import a .sgl file, located at http://*****.com/sql/, since it’s too big. Could you do that for me? The database is at *****.com, named arcadegss.
Thanks, Dan
If you need further assistance with this matter, please reply to this email or contact customer service at (480) 505-8877 and reference [Incident ID: *******].
Please let us know how we are doing by completing the survey located here.
Thanks,
GoDaddy.com”
The latter sure had some graphics while HostMonster did not. To me that doesn’t matter much but some of you out there in the internetland might care.
Did you notice any annoying thing? Read GoDaddy’s answer carefully. Did you notice? “Once you have responded with this information, we will import your .SQL file into your database at no cost as a one time courtesy.” I mean oh my f-ing G to the o d, AT NO COST AS A ONE TIME COURTESY!? Are they plain stupid or don’t they care? Are they greedy or just foolin around with me? Who the hell charges for the customer service? Someone does but then I’m not for them.
Also GoDaddy required the file to be located at the site’s root. HostMonster didn’t.
Friend or foe?
Surprisingly HostMonster took this conversation even further:
“Dan Goldman to Hostmonster
Hi,
The password of my account is *thisandthatnotgonnatellyou*.”
“Hostmonster Support to me
The file only contains INSERT commands, into a specific table, *********, which does not exist in the *************** database.
Do you have a full backup of this database we can import, or should I change any instance of ********* in this file to “games”, which does exist in ***************?”
Which one?
All in all they’re both good services. There is always the difficulty of choice though in this case it is extremely easy. HostMonster is clearly better but remember, there is difference between every case.
Rank’d
HostMonster 
GoDaddy
Social Bookmark