Bluehost Susan Excuse’s for Server Down

May 19, 2009 · Posted in Site Info 

Server RackBluehost has experienced another outage again last weekend. Below is the reasons provided by one of the Call Centre Support staff.

Susan [9:47:40 PM]: Welcome to our real-time support chat. I work with Multiple Customers at the same time and apologize for any delays you might encounter with my responses. How can I help you today?

Keith [9:47:40 PM]: The hosting server is not available.

[9:48:02 PM]: Hi, my domain is

Susan [9:48:07 PM]: We apologize for the inconvenience, but one of our admins currently has your server down investigating a performance issue. He has noted the server should be back up in about 15-30 minutes. If he encounters additional complications he will re-note the server with a new time frame.

Keith [9:49:01 PM]: Don’t you guys send out notes to clients when you are conducting investigation prior the shut down?

Susan [9:50:30 PM]: this is not scheduled.

[9:50:33 PM]: we don’t always have time to do so

[9:50:34 PM]: i’m sorry

Keith [9:51:29 PM]: Hi Susan, you response on “we don’t always have time to do so” is not professional and acceptable.

Susan [9:52:52 PM]: I’m very sorry. but on a shared server if something happens we may not always have time to send out an email to everyone that may cause further server issues.

[9:52:56 PM]: sometimes we have to take action right away.

Keith [9:54:24 PM]: Okay, that is reasonable. Another question – is it going to be the next 15 – 30 minutes? Or is it going to be longer?

Susan [9:56:01 PM]: the current eta is 15-30 minutes

Keith [9:57:06 PM]: Thank you, Susan. I hope it will not be anything more than 30 minutes, as of 9 minutes ago since I started this chat. Thank you.

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