HFBServers.com- Worst Customer Service

[Real_FFF 0]

Sooo, over the course of the last week, I have been trying to set up a DayZ server with HFBservers.

I admitt, I fucked up being an idiot assuming I could install the map pack and the update, then install some admin tools. Maybe it was my fault the server never worked, but maybe it wasn't. So, over the last week, I have made 3 support tickets.

The first ticket I made was opened on June 9th(The day I purchased the server). It was closed on the 11th because I feared the Customer-Reply statues(I attempted to bump the ticket on the 10th) had made them think the case was solved.

From what I had read, it appeared that there was an error with my mission file.

The second ticket I made was on June 11th. It is still open.

The third ticket I made was only requesting them completely reset my server so it actually worked. It was opened June 12th because I was tired of having a server that was inoperable.

 

At this point, my server has been inoperable for a fourth of the time I payed for it to work. I am furious that their customer service could be such garbage. How could this happen?

[TG ! Jimmy 216]

Hey mate,

 

As to "how could this happen" it's simply a matter of support.  Or lack thereof, as you've noticed.  Don't confuse me for siding with HFB, because I'm not, but what I'll say is that running a Game Server Provider is a next-to-non-profit business.  That being said, it's very difficult to find people (of any quality) to work support, since you can rarely pay them what their time would be worth.  Having run a small GSP myself for a while, the struggles I had were almost always centered around support.  I wound up hiring a few of my friends I trusted to act as a first tier of support, until I could personally handle all of the tickets that required more than a simply reply.

 

 

 

As you can see, I created the above ticket on 18 May.  It never received a reply.  Like you, I was extremely upset.

 

 

I think maybe at this point it's unfair to say "worst customer service" but I would say it's entirely fair to say "No Customer Support".  I've always had good interactions with the support staff, General Manager, and CEO/Owner of HFB; however, they're clearly overrun with tickets and just can't be arsed.

 

Lastly, there is no support system that's perfect; however, making more tickets about the same is always increases the queue and causes your ticket to sit idle long (as well as the ticket of other clients) and I suspect that this growing of the ticket-line has also been a serious factor.  Think of the dozens of clients all wanting high priority support all at once making three or four tickets each--for the same issue--and the fact that HFB's entire support team seemingly has disappeared.  Makes a bad mix.

 

In any case, sorry for your troubles.  You're not alone!   HFB has always credited me downtime, I'd ask for the same treatment for your case.

 

Cheers,

Jimmy

[Femme Fatale 49]

I used HFB in the past had good CS (at that time), would be a shame to see them lose customers due to poor cs.

[Nathan1 (DayZ) 0]

Looks like HFB have just taken all the money and ran.

 

http://forums.dayzgame.com/index.php?/topic/200052-psa-hfb-servers-took-your-money-and-ran/

Edited June 21, 2014 by Nathan1