Well, it seems that the EIG effect has finally hit Arvixe. I’ve got it on good authority that around 90% of their old staff have been let go and replaced by EIG outsourced staff. I’ve had to put this website on the back burner for a while but now that I’m getting back into the swing of things one of my first orders of business was to do a re-test of Arvixe. So far, not so good. Actually, not good at all.

The situation as it stands is that I’ve currently been in a chat with an Arvixe representative for 45 minutes trying to get my account I have with them unsuspended. I originally opened the chat because I am getting a Database connection error on my site and need to get on my account to fix it. I’ve misplaced my cPanel password, so I need a reset from them.

Turns out my account was suspended for non-payment even though the invoice was automatically paid/renewed. I understand automation has its hiccups so I’m not angry about a website getting accidentally suspended. Whatever – things happen. What I do expect is to be able to get quick enough support to get the account unsuspended, especially when I’ve provided everything required to do so. So far, all I’ve been asked to wait “while I check this for you” with no response, no updates, nothing.

This is the unfortunate reality of EIG takeovers. Customers are not their top priority. They are more than willing to fire staff members that were perfectly good at their jobs when they take over a company and replace them with low pay, low skill outsourced workers to turn a bigger profit for their shareholders.

Here’s a copy/paste of my transcript so you can see just how incompetent EIG support is with something as simple as unsuspending an account/getting a password reset sent. Frustrating, to say the very least. I’ve replaced the employee’s name to keep things as anonymous as possible. I don’t want anyone getting fired over it.

2:53:55 PM
[Support Rep]
Welcome to Arvixe live chat, my name is [Support Rep]. How are you today?

2:54:50 PM
[Me]
Hi [Support Rep]. I’m fine, thanks. I’m getting a database connection error when trying to visit my website and I just noticed my billing area is showing that my account is suspended for non-payment even though the account was automatically renewed. Can you help me with this?

2:55:09 PM
[Me]
I don’t know if the DB connection error has to do with the suspension, but that might be the case.

2:56:33 PM
[Support Rep]
Can I have the database name?

2:57:00 PM
[Me]
I don’t know, I don’t have access to the cPanel, I can’t seem to find my password.

2:57:02 PM
[Support Rep]
Can I have the username of your account and the Support Code set under your billing account so that I can authenticate you as the owner of the account? You can get the Support Code at: customers.arvixe.com/clientarea.php

2:57:31 PM
[Me]
cPanel username is [username], support code is [support code]

2:58:48 PM
[Support Rep]
May I place you on hold while I check this for you?

2:59:04 PM
[Me]
Sure thing.

3:15:12 PM
[Me]
Find anything out yet? At the very least could you get my account unsuspended and have my cPanel password sent to me so I can get in and try to do a DB recovery?

3:17:06 PM
[Support Rep]
Do you have any ticket ID?

3:18:55 PM
[Me]
Ticket ID for what?

3:20:01 PM
[Me]
I didn’t submit a ticket. I’m asking you to unsuspend my account because it’s been suspended for non-payment even though payment was made.

3:20:09 PM
[Me]
Suspension Reason

Payment: Outstanding bill for 7 days.

3:21:08 PM
[Me]
TRANSACTION DATE GATEWAY TRANSACTION ID AMOUNT
[transaction date] [payment type] [transaction ID] $60.00 USD

3:21:22 PM
[Me]
Invoice #[invoice #]

3:21:33 PM
[Support Rep]
May I place you on hold while I check this for you?

3:21:50 PM
[Me]
I don’t have a choice, so I guess so.

3:34:37 PM
[Me]
Hello? Any updates?

3:40:52 PM
[Me]
Hello? It’s been 20 minutes. What’s going on?

3:43:59 PM
[Support Rep]
Thank you for holding!

3:44:34 PM
[Support Rep]
For expert assistance, I have passed your issue to our senior escalation admins to have it investigate and get it fixed permanently for you.

3:45:09 PM
[Me]
So what does that mean. You can’t unsuspend my account?

3:45:42 PM
[Support Rep]
The best I can do is escalate a ticket for you to our ticket staff but keeping a chat on would unfortunately not help speed up a ticket. Actually it would keep me from helping other clients who are waiting in line. For collective benefit, it is requested you disconnect the chat and wait for an update in the ticket.

3:46:06 PM
[Me]
Why can’t you unsuspend my account, though? I don’t understand…

3:49:50 PM
[Support Rep]
The unsuspension of he account needs to be done by our senior managers.