Do you sometimes feel like you are talking to a machine when contacting support where ever it is you contact support? I know the feeling and despise it. It’s the canned (predefined) answers that do it. Even though a person might have selected that specific canned answer for your question it’s still slightly off, because it was made to solve as many questions similar to yours as possible. If you are lucky you will be able to decode a solution to your problem from the robotic ramblings, but you might also receive something complete and utterly useless, like the example below.

This is the answer I got when I asked why one of my domains suddenly stopped redirecting to another of my domains when I hadn’t tampered with anything (left out the company name, throwing mud is not my point).

“Changes to the settings of a domain take up to 48 hours to become effective because of the number of networks involved, and because these networks are controlled by several different agencies. This delay applies to all domains with any Registrar, not just [bliiip]. Please allow for this delay when planning web sites or configuring a domain to work with your services.”

The answer has scaringly little to do with my question and I had to waste my time contacting their support again with the same question explaining that their first answer didn’t solve it. Eventually the issue got solved, but a bad experience could have been avoided if the support staff had taken the time to look up my account and read my question, instead of just feeding me from the can.

What they should have done is what this other web hosting company did (again not mentioning any names). A short and precise answer to my specific question, with a good sense that there’s actually a thinking individual behind the email.

This answer is what I got when I asked if I could still use a domain with that specific web host; just not transfer it until after 60 days.

”Yep, you got it! Once the domain is pointing to our nameservers you will be able to host it here indefinitely and then transfer over the registration of the domain once it’s passed the initial 60 days of registration.”

The only service/support there is in canned answers is that someone else searches an FAQ for you. You don’t really need help with that do you?