DO Ideas 2

Bad customer service

Some bad support... urgent problem , my account cant access because my phone got problem have to reset everything including google authenticator app, so i cant access the account.
so i send an request tiket at 25/10/2017 and already said its Urgent! due to my host need add new domain for my clients, the website have to start this week.
they reply me after few minute, said he need my identify process, and want me sent to thier email, (No Provide me any email address.)
so i reply what they need with using reply same mail (verify@digitalocean.com) at same day, and after that i send again to (support@digitalocean.com) next day. until now still havent give a reply .
other problem that call me check the ticket at : https://cloudsupport.digitalocean.com/s/my-tickets
i know this is system auto reply, but if my account cant access, this email just a shit! no help at all.

Suggest:
1.Provide a self service center for the login like SMS method if Google authenticator got problem, because you have to know, this app is secure but cant do any rollback if phone cant open or missing...

2.Increase your customer service person and please 24hour shift maybe , because server is no off time.

Thanks

  • Kenny Ong
  • Sep 11 2018
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  • Mohammed Coovadia commented
    September 11, 2018 15:53

    Kenny, I apologize that our service did not help solve your problem. I agree that suggestion was not helpful, and the team will be reengaging with you shortly to get this resolved. We will review this experience and make adjustment so that we perform better in similar situations.

    Thank you for choosing DigitalOcean, and sharing your experience. We will keep working to earn your confidence.

    Sincerely
    Mohammed Coovadia
    VP of Customer Success and Support