how about being available to paying customers on weekends and help people, instead of expecting other customers to fix their problems

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in the past i could call in with a problem anytime, now its only monday through friday, and everytime i get a message saying check online, or chat, i call in i need help now, not when its convenient for you company and dont push me off to other customers or some useless help page, this is why you loose business. You hide from your customers.
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brad1542

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  • fucking pissed

Posted 5 years ago

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Drew N, Alum

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Hello Brad,

Employees are here to help you 7 days a week.  I am sorry, but we haven't had phone support for a long time on the weekends, but you are welcome to search the community, as many questions are thoroughly answered here.  If you don't find an answer then you are welcome to post a question.  Another Homestead customer or employee will surely answer you.  Typically an employee average response time is about 2 hours.  That will greatly depend on the situation, such as posting at 10pm vs 11am, but that is the average.

We are working very hard to make this a useful, friendly, and helpful community page.  We do ask that you also reading our community guidelines.

Thanks

Drew
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susan2829, Champion

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I couldn't agree more about offering phone support on weekends ...
A Homestead customer contacted me today via my www.homesteadconnection.com website because he is at his wits end. No phone support available, his site is down, he can't log in to reach the online help. This isn't the first time I've run across this situation.
Imagine being a PAYING CUSTOMER and having your site down and being unable to get help ... betting you wouldn't be singing the praises of Homestead. Tell the pencil pushers they need to make cuts elsewhere because Support is primary - 24/7 and that means more than 1 way to get assistance.
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Drew N, Alum

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We are here in the community and available through Facebook private message 7 days a week.  Unfortunately, at this time it isn't possible to provide 24/7 support.

Drew
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susan2829, Champion

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But what good is that if the client is unable to log in?  Not sure how the FB thing works as I steer well clear of anything FB related, but assuming it requires a log in  as well.
Anyway, we could carry this on til we run out of . but the point is Homestead really needs to consider 24/7 phone support.
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Drew N, Alum

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I understand and your opinions will be passed on.  Phone and chat support were discontinued on the weekends because they were little used and we needed additional resources at the busy times(during the week)

Please be assured that this decision is regularly evaluated and maybe minds will be changed in the future.I am in agreement with you. Most of my years at Homestead have been spent working on the weekends, so I will keep fighting.

Drew
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susan2829, Champion

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Good on you Drew and we'll hope they see the light ...

Til next time :)
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Drew N, Alum

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:)
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susan2829, Champion

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Hey Brad,
Spot on with the comments. However, I'm betting you will be taken more seriously if you lose the profanity - seriously. I've had Homestead since Moby Dick was just a guppy, have many clients I've signed up with them, have laughed, cried, screamed and admittedly swore (in private mind you :) ), I've supported them through thick and thin, but when they're wrong, they're wrong and I have no problem voicing that. It's the squeaky wheel that gets the grease so unless customers speak up, speak out things aren't likely to change.
Oh and FYI - I believe Tech Support was outsourced to the Philippines, but the quality and poor English were a real killer. Fortunately Homestead saw the light on that one and brought support back to the states.
Good luck to you in your web ventures.
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Drew N, Alum

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brad6687 and susan2829

It was Intuit that began the outsourcing of phone support.  When we were sold, the phone support was reverted to the US.

We do understand that this is your business and it is serious, but we also have some guidelines for the community.  Please read them before posting again.

Thanks

Drew
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brad6687

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I need help again on a weekend, i am planning major updates, and again i cannot sign into site builder, its the same password and sign in i use to get this far so i know it works, THERE IS A SCREW UP ON YOUR END, AND IM FED UP WITH BEING AT THE MERCY OF YOUR COMPANY AND NO BEING ABLE TO WORK ON THE WEEKEND, BECAUSE YOUR NOT AVAILABLE TO FIX THIS ISSUE.
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susan2829, Champion

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Hi brad,

Sounds like you are caught up in the "transition triangle" with the rest of us. Homestead is in the process of transitioning the old data center so we'll have a new, faster and more secure data center and many of the SiteBuilder desktop accounts have experienced some issues. The log in/password message for one and/or the inability to publish if you can log in. Their ETA on when this will be completed is Dec. 12.
In the meantime you may be able to use SiteBuilder Plus.
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Brad0902

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Well that is bs, why didn't they notify anyone? And the 12 is unacceptable, I have stuff that needs to get done, I tried to sign into the new site builder and got a network server issue and call us message, I'm so fed up with homestead, im moving my accounts.
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Drew N, Alum

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Hi Brad0902,

I am still downloading your site successfully. Are you still receiving an error?

Drew

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