Best way to get tech support?

REW

4 years ago
updated 2 years ago
Answered

The form in AMP to submit a support ticket (at https://secure1.inmotionhosting.com/amp/support#submit-support-ticket) does not work for me. I've used the latest versions of Safari, Chrome, and Edge on macOS 10.15, but when I click the Submit button, nothing happens. This has been consistent in the week or so since I opened my account, and it's making it difficult to get support. When I tried the chat, I got someone, but they weren't very helpful and ultimately disconnected after an hour+ without resolution (I'm not clear if they did so intentionally or if there was some tech glitch). I tried the phone but ended up just waiting on hold for a long time before finally hanging up. I then tried e-mail, but realized after nearly a week that my message had been bounced because of a supposedly spammy URL in the body (there were two URLs in there: one is a page on my brand new site that's still using the temp URL because I haven't even assigned a domain, and the other is a tech support article on Inmotion's site).

I did manage to get a support ticket in by e-mail regarding the broken form, but they just responded that the developers are aware of some site issues in Safari. The support form being broken in at least three major browsers seems like something that would get a little more priority than that.

Is anyone out there able to submit tickets with the form? And more broadly, what's the best way to get help that's not only reachable but helpful? And is there any way to know what the current support load is? It feels like a black box. This has been a very frustrating experience to say the least. I'm ready to go with my site but am sitting on it because I need help that I can't seem to get. I can't help but wonder if this is an omen and that I should cancel my account before I waste more time on it.

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anonymous

4 years ago
Answer
Answered

Hello REW,

Thank you for your question regarding support tickets. I apologize for the frustration you've experienced so far. Due to the ongoing COVID-19 pandemic, our Customer Service and Technical Support teams have been experiencing a higher-than-usual volume, leading to longer response times.

I can assure you that we are working to resolve any existing issues with Account Management Panel as well as provide quality and timely support for our customers. If you would like to directly submit a ticket to our Technical Support team, please use the new ticket portal and they will be happy to assist.

Best Regards,

Alyssa K.

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4 years ago

Thanks for the response. I did submit another request by e-mail, so we'll see how it goes. I understand that Covid has thrown things out of whack, but it seems like every channel I try just ends up wasting time. My last try by e-mail led me to sitting around a week waiting for a reply that never came because your anti-spam system decided that one of your own URLs that I mentioned in the message is spammy, and it took me that long to realize it because you're not sending out ticket confirmation messages as your site promises you will -- but the site also tells us not to followup on it because that will just push our request to the back of the queue. But phone and chat got me nowhere... so all I can do is wait for an indefinite and unknown period of time and simply hope for the best.

A little more clarity would help a lot. As examples, provide an indication somewhere what sort of response time I should expect with e-mail, actually send out the e-mail confirmation messages that you say you send, and fix the ticket form so that I can submit and get immediate confirmation that you at least got it.