Now, HostV has a "Live Chat" facility, but only for Sales and Billing. Since I have no other way to get in direct contact with anyone, I thought I'd contact the sales department in the hope they'd at least escalate it to the appropriate department. Here's the chat transcript. You be the judge:
Cirtex Daniel: Hi, Thank You for choosing CirtexHosting.How may I help you today?
Stuart Travers: I'd like to know when the critical support ticket I logged four hours ago will be looked at
Stuart Travers: ticket id THI-579966
Stuart Travers: I'm yet to receive a response
Cirtex Daniel: please hold on let me check
Cirtex Daniel: is that a vps?
Cirtex Daniel: or a dedicated server?
Stuart Travers: vps
Stuart Travers: server loads have been huge for 7 hours now. I reported it 4 hours ago and nothing's been done
Stuart Travers: I'm not a happy customer at the moment
Cirtex Daniel: The issue that you have seems to be a VPS issue. You have reached the technical support department of shared support and unfortunately I am not in a position to help you. To get more information, please post a ticket to support@hostv.com. They are the right persons who have access to VPS data.
Stuart Travers: I already HAVE posted a ticket. I need something done about it now and nobody's dealing with the ticket
Stuart Travers: If you can't help me, please put me in touch with someone who can, don't tell me to go and log another ticket
Cirtex Daniel: , I can understand your situation right now. I wish I could help you with this. Unfortunately I too do not have access to their support system. If I were in your situation I will have to wait for them to respond to that ticket. I would suggest you to post another ticket with high priority to support@hostv.com, they best we can do at this point of time.
Stuart Travers: Since there is no "live chat" for VPS support, this is my only option to actually speak to someone
Stuart Travers: that's terrible. the ticket's already posted as "critical"
Stuart Travers: Are you seriously telling me you can't escalate it to someone who can get it dealt with?
Cirtex Daniel: We have no authorisation
Cirtex Daniel: to escalate it
Stuart Travers: and there's nobody you can speak to who does?
Cirtex Daniel: Stuart please undersatnd us . This is shares sepport team
Stuart Travers: I understand that you are part of the Cirtex/HostV organisation, and I would therefore expect you to be able to at least pass it on to the support team that there is an outstanding ticket that needs attention.
Stuart Travers: As a customer, it's of no concern to me how your organisation is set up. I want my issue dealt with and I have every right to expect it to be handled professionally. Saying "oh that's not my department" does not reflect well on your company.
Stuart Travers: If you care to spend a couple of minutes thinking about it, you will be able to find some way of communicating this problem to the correct part of the organisation, and I would appreciate it if you would do so.
Cirtex Daniel: ok well then i will convey it to my higher officials well and also covey your regrets
Cirtex Daniel: I apologize for any inconvenience this may have caused to you.
Cirtex Daniel has left the chat conversation
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Stuart Travers: I'll pass that on to all my users who can't access the system
Yes, that's right, he "hung up" on me before I was finished typing. Great service, huh?
Oh well, I will continue to harrass the support department through any means possible. No doubt it'll be fixed at some point. Sorry about that, everyone. Hopefully some day we'll be able to afford a dedicated server (which runs around $400 a month), but until then, this is the best we can get
![Sad :(](./images/smilies/sad.png)