Blue Host Customer Service Fail
I was hit with a few email problems yesterday and needed to call my hosting company, Blue Host, to try and figure out the problem. I have been with Blue Host for about 20 months and for the most part, have been satisfied with the service they have provided.
Previously when I called, their IVR system told me what number in line I was and informed me when I had moved forward in the cue e.g., You are now fourth in line. However, yesterday I did not have this same experience. All I was told was, please continue to hold. Plus, I was told this about every ten seconds. So, not only did I not have any idea how long I would be on hold, but I was annoyed every ten seconds with the same meaningless message.
After being on hold for about five minutes, I was asked (via IVR), On a scale of 1 to 10 with 1 being not at all satisfied and 10 being very satisfied, please rate your most recent customer experience. Huh? Not wanting to somehow get out of cue, I refrained from pushing any button to register my response. Not responding however, triggered the same question, four more times until I pushed 1, not at all satisfied. So what happened next? Naturally the call ended and I was disconnected without being put back in customer service cue. No call back, no reaction to my 1 rating, Nothing. Nice.
By the time I got back around to checking my email, my service was restored so there was no need to call Blue Host back. However, my experience was miserable. Despite being an overall satisfied customer, my feeling toward the brand today is somewhat tarnished. Unfortunately, it doesn’t matter how many great or good experiences you have provided, brand equity is only as good as the latest interaction.
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