Customer Service NOT Serving Customers!

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This conversation has been merged. Please reference the main conversation: Continued data migration 12/12/2014

The LAST thing anyone wants to do when they've been battling with an unresponsive website, such as Homestead Sitebuilder, is to have to participate in a telephone survey about how old we are and what kind of vacations we enjoy! We just want to speak to someone about the problem. We're already frustrated and don't give a crap about your promotions! We want to fix the problem - we've likely already invested enough time trying to fix it on our own and calling is a last resort! And Homestead offers no override to this nonsense! You are held hostage to their ridiculous survey. I used to sing the praises of their customer service. No more. I can't believe they have so little regard for their loyal, paying customers that they put off our concerns for this garbage. If you want us to take a stupid prize survey, give us the option to do so afterwards. I'm not even going to go into the even bigger problem that Sitebuilder has not been working the last few days.

I ended up using chat (who said Homestead's working on it), but sometimes it's preferable to talk to a person on the phone. Of course, that's providing you don't have to jump through their hoops to get to someone.
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John9568

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Posted 5 years ago

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Leah3842

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Hi, John, I had the same problem a few days ago and while I was on hold on the phone I went into chat and she got to me first.  After that I found this forum and signed on. I have found out that Homestead has been acquired by a major company who is transferring all our sites to their own servers for better and faster service. My web sites disappeared altogether for an entire day, which scared me to death but once I found out what was going on I decided to hang loose and let them finish the task.  There are literally hundreds of thousands of us with Homestead so it can't be done after hours, they are working round the clock to get us all in place.  The thing that irks me is that everybody is blaming Homestead which is unfair since they are the best thing out there since sliced bread.  In a very short time you will be delighted with your site, as it will be lightning fast and practically update itself!  I am very optimistic.  Fellow web site owner (;>
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James7380

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Leah - Now what you are saying makes perfect sense. Assuming it is factual it is the best explanation I have had in 2 weeks. One of my 3 sites has disappeared and still no sign of it with the only explanation that it is being restored in 24 -48 hours. This is hour 36.
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Leah3842

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Yes, when it happened to me they were both restored within hours. I had gone in to google and put my sites on suspend to wait out the time out so nobody would click on my sites and get a message that it did not exist, OMG!  Once they were both up and running again I had more trouble switching my sites to enabled from suspended on google but finally found out how to do that. I swear, we all need PHDs sometimes to manage our accounts. (;>
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John9568

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I wasn't complaining about the website update problem - separate issue. I was complaining about their new policy of making you answer surveys before they hook you up with someone to help you.
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Leah3842

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I hear you. When that sort of thing happens to me I put the phone on the desk and wait until I can hear someone saying "Hello?  Hello?"
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Drew N, Alum

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Hi John9568,

This is indeed the case. It has been a rough migration for some and we do truly apologize for the inconvenience, but it should not be much longer. If you need to, you can post questions here. We may not be quite as fast as the phones usually are or should be, but our response time is typically under 2 hours average. We are also here on weekends. You will receive an email when some replies. I'm Drew, the community manager. I hope we can finish migrating soon and have you around here in better spirits.

Drew
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Leah3842

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From your lips to God's ear, Drew! (;>

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