For the forth time in a month Copernic is down again. No explaination, no word on why this is happening and no idea on what they are doing to resolve this.

It now takes 4 or more hours to get a responce to an email, and even then they either don't read it or completely ignore any questions in it.

What's up with them?

I signed on with them due because I thought they'd be better for me and my clients. Now I look the fool to my clients and I'm worried that I'll start loosing business because of them.

Any body know how to reach them or get a response from them?

Even their sales phone number dumps you into voicemail.

Anybody know of a hosting company that offers better service?

Goran

Sorry to hear of your bad experiences. I've been seeing more and more site5 problems popping up these days. In the past they did have good reviews, I guess things have changed since then...

I would recommend you have a look at the offers section and do research on your own rather than depend on reviews here. Although the reviews are a great resource, it's also important that you test the tech support department and ask lots of questions before deciding upon a host which can you lay your foundation on and expand your business..

What is your current budget & what specifications are you looking for?

4th time in a month and 4 hours to get a response, i would look into a new host.
try a service like www.hostvoice.com to find you a new host

also after you find a new one send some support tickets in and see how long it takes them to respond(no sales tickets)

4th time in a month and 4 hours to get a response, i would look into a new host.
try a service like www.hostvoice.com to find you a new host

also after you find a new one send some support tickets in and see how long it takes them to respond(no sales tickets)


4 times downtime in a month does not mean anything. It could be down only a few mins, which could happen to a lot of host. Also 4 hours to get a response is not a bad thing. Some host can't even reponse in less than 4 hours.

4 times downtime in a month does not mean anything. It could be down only a few mins, which could happen to a lot of host. Also 4 hours to get a response is not a bad thing. Some host can't even reponse in less than 4 hours.
I agree, 4 hour response time is not bad at all. They guarantee a response within 24 hours, not 24 minutes :)

What was the lenght of the downtime you experienced Lord_Goran?

If you look at Site5's ticket status you will see how many tickets they have open for their customer service department. That is quite extensive, so 4 hours with that many tickets is very nice. As for the downtime, Site5 has SLA right?

I agree, 4 hour response time is not bad at all. They guarantee a response within 24 hours, not 24 minutes :)

What was the lenght of the downtime you experienced Lord_Goran?


you right , i did not look at there site, just assumed by the post that there was a shorter support time expected, for just response time anyway

For the forth time in a month Copernic is down again.Ask to be moved to another server? Maybe that one's jinxed. :)

They use to respond in 10 to 15 minutes.

The outage has ranged from 2 hours to 40 minutes, that I know of.

Many of my clients have reported other outages to me, but by the time I log in and check the status, I see that the server is back and running normally.

I have 40 client sites that I just started transfering to Site5 due to my last host never dealing with support tickets and far too many "brown-outs".

I had thought I had a good host based on service response times, reviews, speed at answering questions, and the services offered.

The 4-hour turn-around was on a ticket I sent in last night around 6pm. The reply came in around 10 with a ticket backlog of 20.

The part that really bugs me is not reading or answering the full ticket.


Goran

The part that really bugs me is not reading or answering the full ticket.


That is something that should be addressed, they also may be using a outsourced support team and site5 may not know this is going on. maybe you should try emailing site5 directly and see if you can talk to them directly about it not using the helpdesk. and tell them about this problem

Ask to be moved to another server? Maybe that one's jinxed. :)

I asked about that in the first reply I got yesterday.
And again in the second on through to the eighth email to support.

It was the reply to my eighth email that they answered my question about moving to a different server.

They said it would take up to 72 hours and require down time for all my clients.

during the move the actual downtime would probably be minimal, it would just take them 72 hours to get everything moved and after that the dns would have to propagate

That is something that should be addressed, they also may be using a outsourced support team and site5 may not know this is going on. maybe you should try emailing site5 directly and see if you can talk to them directly about it not using the helpdesk. and tell them about this problem

I tried calling the sales number and got dumped into voicemail.
<sarcasm>"... we'll get back to you in a day or two."</sarcasm>

Looking at the signatures on the replies I had four different people answering my tickets.

I agree, 4 hour response time is not bad at all. They guarantee a response within 24 hours, not 24 minutes :)

What was the lenght of the downtime you experienced Lord_Goran?

It is a bad thing when they use to push the fact that they were answering tickets in minutes. That's why many people signed up and now it is taking hours to get a response? At least now I see they removed the fast response time from their homepage.

I've also noticed that the server load spikes quite often as well.

Currently its 10.84 (4 cpus)

Great. Now I see that the root directory is also at 99%.

This just gets better and better...

I just got through the rest of my email and it turns out that they also sent me a notification at 11:01pm that they were auto-billing me my monthly payment at 12:00am.
Then I get another email at 11:11pm thanking me for my payment.

Gee, when it comes to money their right on top of it... But Service....

Sorry, just a little bent out of shape.
Think I'll take a break now.

This keeps getting better.

I just got an email letting me know that they will be taking the server down for maintenance starting tonight at midnight GMT until 6am GMT. That would be starting at 6pm CST!

Oh My God!!!

Less than 24 hours notice and during a time when one of my biggest clients is having their employees file reports online.

Great. Just flippin great.

This keeps getting better.

I just got an email letting me know that they will be taking the server down for maintenance starting tonight at midnight GMT until 6am GMT. That would be starting at 6pm CST!

Oh My God!!!

Less than 24 hours notice and during a time when one of my biggest clients is having their employees file reports online.

Great. Just flippin great.

Maybe you need to consider moving into a VPS (or even dedicated) solution that being the case (with mission-critical apps, etc.)?

You're not the only one with server problems with Site5, mine (seafaring) has had loads up to over 30 and my forums are loading very slow plus some mysql errors reported earlier today.:angry:

Call them and demand answers. Sorry, but it is there issue and you are the customer. You always come first and are always right. You need to think this way and don't be nonchalant.

-Jay

Call them and demand answers. Sorry, but it is there issue and you are the customer. You always come first and are always right. You need to think this way and don't be nonchalant.

-Jay

No phone support with Site5, their number is strictly for sales. The only option is emails to support. We used to be able to use their forum but they've forbidden us to use it for support plus it is heavily censored anyway.

Sorry but if this is something affecting your site and is bad Sales People can get you in touch with support. If not, not a good thing. I understand making support go thru email but when you get things like this will be fixed "in a few days" I would put the hammer down and request a Manager to call you. Then again if the problem isn't serious just followup every 8 hrs or so.

-Jay

Catfished,

Don't mind my saying but you sound highly unsatisfied, with more than just the server. Why have you stuck with Site5, is there something you are very satisfied with?

Catfished,

Don't mind my saying but you sound highly unsatisfied, with more than just the server. Why have you stuck with Site5, is there something you are very satisfied with?
Hi Lev,

Yeah I'm getting close to the end of my rope with Site5. I guess the main reasons I have stayed with them for 15 months are: my two previous hosts (Surpass Hosting & Credible Host) were much worse, it's a real pain getting all the sites moved with all the inevitable problems and I stupidly continue to fantasize that Site5 might actually wake up and decide to work towards being a decent hosting company like they used to be in early 2005. I am to the point that I'm seriously looking into a couple of other hosts (Dathorn & Sonet7)

I tried site5, i really liked what the provided but the server I was on (copernic) had a /home in the >95% range. It was 100% today after a notice was posted they were upgrading the disks. I guess it didn't happen.
I have been on dathorn for almost 3 years and was planning on ditching them untill my server was upgraded last month. Support can be a bit harsh but luckily I haven't needed it. I've tried other hosts and am still in search of another reseller account that isn't located in the same part of the US as dathorn's servers. I've tried many others and site5 is the second best I've used.

Just go to Hostvoice and do a search or WHT will guide you. I could name a few but these resources are very helpful.

-Jay

For the forth time in a month Copernic is down again. No explaination, no word on why this is happening and no idea on what they are doing to resolve this.

It now takes 4 or more hours to get a responce to an email, and even then they either don't read it or completely ignore any questions in it.

What's up with them?

I signed on with them due because I thought they'd be better for me and my clients. Now I look the fool to my clients and I'm worried that I'll start loosing business because of them.

Any body know how to reach them or get a response from them?

Even their sales phone number dumps you into voicemail.

Anybody know of a hosting company that offers better service?

Goran


Well, at least not only me unlucky with this server.
Server copernic performance extremly poor.

I contacted several times them so many way, even the management, CEO,CTO.
They too busy to take care about the problems.

I got some apologies from Brendan Diaz, but things not changed.

The support extremly overloaded, if you send tickets with bigger problems interestingly the famous 20....25min response time increasing up to 10...12hrs.

Looks like they ignoring the fact about this poor server.

The support extremly overloaded, if you send tickets with bigger problems interestingly the famous 20....25min response time increasing up to 10...12hrs.


It seems a bit hard for people(clients) to understand that the word AVERAGE means not all the time and on some occasion it will be longer or shorter. As stated on their website...

Average support response time for 24/7/365 is approximately 25 minutes.

The sentence to me means that yes they sometimes to response in APPROXIMATELY 25 minutes but it is not always the case. So when they happen to respond to your ticket in more than 25 minutes...they are not wrong and does not mean they are a bad company.


Looks like they ignoring the fact about this poor server.

That may be true and my suggestion is to keep complaining to management or alternatively asked for a server move.

P.S I do not work for site5 so is never in defence of them :)

The management simply not listen at all...

The management simply not listen at all...

Site5 always suggests contacting management to resolve a problem but I have never heard of anyone receiving a reply from management. They probably have that email address set to blackhole.

Site5 always suggests contacting management to resolve a problem but I have never heard of anyone receiving a reply from management. They probably have that email address set to blackhole.
Ohh no!

They answered but takes 4 day, i not really suprised why.

You're not the only one with server problems with Site5, mine (seafaring) has had loads up to over 30 and my forums are loading very slow plus some mysql errors reported earlier today.:angry:

That's just probably some overselling coming into effect. I guess a quick remedy would be to have them move your sites to a new server with less clients. Of course, that won't last long, but should give you enough time to look for an alternative.

I tried site5, i really liked what the provided but the server I was on (copernic) had a /home in the >95% range. It was 100% today after a notice was posted they were upgrading the disks. I guess it didn't happen.
I have been on dathorn for almost 3 years and was planning on ditching them untill my server was upgraded last month. Support can be a bit harsh but luckily I haven't needed it. I've tried other hosts and am still in search of another reseller account that isn't located in the same part of the US as dathorn's servers. I've tried many others and site5 is the second best I've used.

I have to say that since my posting here and in Site5's forums, I did get some satisfaction. The /home drive is now down to 80% and has been stable. I got several nice and detailed messages posted to the Site5 forms my support explaining the what, why and how of the issues the server was having.

Like I said to them. As a client, they need to keep us informed least we become cranky! I have noticed more detail to the support postings since my rant went public.

Site5 always suggests contacting management to resolve a problem but I have never heard of anyone receiving a reply from management. They probably have that email address set to blackhole.

Actually, that is incorrect information - most emails sent to our Management email address are answered within a few hours (if they are sent during regular business hours, 9AM – 5PM EST). Emails sent after 5PM EST are generally answered the next morning (this is for Management emails/requests only, Site5’s sales and billing teams have their own hours of operation, and Site5’s technical support is available 24/7/365). With that being said, some Management emails that require additional attention can take up to 48 hours to receive a response, which is explicitly stated when you send us an email. In extremely rare instances, such as when people make feature requests, or ask questions that simply cannot receive immediate answers, it may take longer to receive a response – but clients are generally notified if there will be a prolonged delay in response for some atypical/legitimate reason.

If you have a complaint, please do get in touch with us – we would truly love to hear from you and help sort through your issues. We don’t frequent the WHT forums and if you are experiencing persistent problems with your server, or are dissatisfied with the level of service that you are receiving, we really want you to contact us and notify us of these issues so that we can diagnose, troubleshoot, and resolve them as quickly as possible for you.

I have to say that since my posting here and in Site5's forums, I did get some satisfaction. The /home drive is now down to 80% and has been stable. I got several nice and detailed messages posted to the Site5 forms my support explaining the what, why and how of the issues the server was having.

Like I said to them. As a client, they need to keep us informed least we become cranky! I have noticed more detail to the support postings since my rant went public.

Dear Lord_Goran,

I personally responded to your inquiries about your server, and I assure you that it had nothing to do with you posting here on WHT. I admit that I used to visit WHT on a daily basis and if I ever saw a thread about Site5, I tried to be the first person to respond, and I always tried to resolve the issue as quickly as possible. But unfortunately, I have had less time to visit WHT during my free-time, and as a result, I see fewer and fewer threads here. I honestly had absolutely no idea that you had posted here when I responded to your inquiry on our forums. I was simply going through that given section of the forums doing my job, assisting Site5 customers :). With that being said, if I *had* seen your thread here on WHT, I would have been more than happy to address your issues as well.

Please be aware that I am essentially the *only* Site5 staff member that ever ventures to WHT these days, and posting here to receive additional attention is not the best way to flag us down if you are having a serious problem. Apparently Matt had shot down the idea of hiring a 24/7 team of systems administrators to monitor WHT as an extended support medium for Site5 customers ;). In all seriousness, if Site5’s staff (for whatever reason) is not being responsive to your issues, or if you feel like our team has mishandled something in anyway, the best way to get in touch of us is still via our forums, or by emailing us directly. I thank you kindly for your patience and understanding – if you have any additional questions, please feel free to email me directly or simply reply to your thread in our forums! Thank you again, I hope that you have a wonderful weekend!

That is something that should be addressed, they also may be using a outsourced support team and site5 may not know this is going on.
No, they're not using outsourced support and use their own admins/techs. They know what's going on.

Actually, that is incorrect information - most emails sent to our Management email address are answered within a few hours (if they are sent during regular business hours, 9AM – 5PM EST). Emails sent after 5PM EST are generally answered the next morning (this is for Management emails/requests only,

Brendan,

I am sorry but I would have to disagree with you on this one. But before I continue to disagree, I would like to know if this "emails are answered within a few hours" is something new or is it always the case?

If this is something new, then please disregard this post. However if it is the norm...

I totally disagree as there have been a few emails I sent to management that never even got an acknowledgement let alone an answer. It was, if remembered correctly, 1 out of 3-4 emails that got an answer and even then, it was probably because I also CC the email to yourself, and to other department.

I know that sometimes emails will get lost in transit and that many people, myself included, use that excuse all the time but remember a complaint will always be there. It will only go away when problem gets resolved or if that customer moves to another host which means a lost of revenue for site5.

And as for posting in the forum, I personally find it a lot less "user-friendly" with the new forum format and don't frequent the forum as much as before. Also there known stories about threads/posts being deleted etc which I believe is a reason why clients don't post there but instead they come here to wht as they know the chances of it being deleted is almost 0%.

just my 2c.

Brendan,

I am sorry but I would have to disagree with you on this one. But before I continue to disagree, I would like to know if this "emails are answered within a few hours" is something new or is it always the case? If this is something new, then please disregard this post. However if it is the norm...

Dear rois,

Yes, this relatively new in the sense that Site5's management team has a "reinvigorated" commitment to answering these emails in a very reasonable amount of time. In the past (before I was a fulltime Site5 employee), I am not sure how they handled emails to Site5's management team, but I do know now - from looking at the statistics, and because I monitor the queue daily, that those emails receive prompt and priority attention from Site5's management team. Each and every month that I have been here with Site5, we have continually strived to improve both the response times and the quality of responses from the Management queue. We have made some major improvements internally to our backend systems and are working on further streamlining the support process. Part of this new (not exactly "new" anymore) process was designed to handle the Management Review Tickets and Management@ emails more efficiently.

And as for posting in the forum, I personally find it a lot less "user-friendly" with the new forum format and don't frequent the forum as much as before. Also there known stories about threads/posts being deleted etc which I believe is a reason why clients don't post there but instead they come here to wht as they know the chances of it being deleted is almost 0%.

I am definitely not here to debate the forum policies - but I do respect your opinion, and I value your feedback. Site5 has determined that we no longer wish to provide technical support via the forums. Technical support should be handled by our team of systems administrators via the Customer Service email address. If you have a "technical support" request/question that can be resolved by other Site5 customers, you are more than welcome to post those questions in the "Customer to Customer Support" section of the forums - but note that other than the Forum Rangers (Steven and Brad), Site5 staff members will generally not answer or assist in answering support questions there. We also reserve the right to remove threads that *we* feel serve no purpose in the community. Obviously a number of people might disagree with the way the new forum policy was handled/implemented - we saw a ton of posts spring up about it here on WHT, on our own forums, and we received a plethora of feedback to the Management@ address. In turn, we reviewed your (customer) feedback that we received and have made several "compromises" to try and please the community and still uphold the ultimate goal of better streamlining the support process.

There have been additional sections added to the forums since that original change, and there are more updates/changes on the way which are all based on the feedback that we receive weekly via the Management@ address. If you would like to discuss this situation further, please contact me and I would be more than happy to address all of your questions to the very best of my ability - WHT is not the place for this kind of discussion. Thank you :).

EDIT: I am well aware that there are probably a number of people here that can say “I did not receive a response to my email in a few hours, roar!” Yes, I wouldn’t try to deny that not *all* emails are answered within a few hours; however, I assure you that we have made a commitment to address these emails appropriately, and as timely as possible. The simple point I was trying to make is that I do not monitor WHT, Site5 does not monitor WHT, and if you are looking for support from Site5, posting here won’t get you additional attention. If you are posting here because you wish to provide the community with an honest review of our company, that’s perfectly fine, I am not telling anyone not to do that – but if you are posting here thinking that you will receive a priority response to your technical support questions, you are mistaken... because we don’t monitor WHT. We want to provide *every* customer with a priority response to their problems, we want to address every question and problem as quickly as possible, but WHT does not factor into that equation at all. Once again, if you are a Site5 customer and would like to discuss this situation in greater detail, please feel free to email me with any of your questions. Thank you, and have a wonderful weekend (everyone!).

You need a new ticket system. I have spent the last 6 days confirming an issue with 20 of my sites on my reseller account with Site5 due to a security issue. If it was my fault I can accept that but I still need someone to take ownership and answer my questions. For the whole week between my busy (nonweb) work schedule I tried to tell support what my issues were and how they were urgent, I would get home from 8 hours with no reply then finally after supper I would get a one line response to my 8 questions that did not answer anything other then it was my fault. I don't care if it was my fault, please just help me get things back on track and don't waste a whole day to give me one line responses. I should show you my email history, horrible it was and I think you would agree.

I made an inquiry on your forum, it was deleted. Fine.
Email support several times, I get a nasty message back telling me to quit sending so many emails.

Anyway, in short, that was unacceptable. I still think Site5 perhaps may be one of the better hosts around but with support like you have which only seems to cater to new/novice/basic issues it just seems like a gimmick to me, suck em in and take their money, and for others then occasionaly need an intelligent response and a little of your time you screw them.

Two days ago I had so little sleep waiting for a response from your support (because they told me to quit emailing after 3) that I vowed to make only remaining mission in life to contact every consumer agency / chamber of commerce / review / publication everyday for every year for the rest of my life to warn others about your crap service. Then I think I had a seizure and passed out and now I'm just waking up.

Anyway, in short, some resellers may have 2 sites or 20 or 200 whatever it is and those sites and clients of can be so important to that resellers life, more important then I think you realize. So 5 days of email to your support to be told to wait and it's your fault does not cut it. Give people attention... paraphrase so we know you undertstand what we are asking, answer all questions, give explanation, give direction, take ownership. Once we calm down with you at our sides after serious issues, then we can take blame, accept losses, cry about old backups, but then work on fixing things up and moving forward. If you did this I would not be looking for another host.

I am sorry to hear about your site5 problems myself, I do belive they are actually one of the better hosts for the price anyway.

However as I take alook at their status page that would be enough to turn me away, http://www.site5.com/support/currentstatus.php , while they have quite a few servers the amount that have high load is slightly worrying, and the number that are swapping is also another reason I would worry. I am sure they are already addressing that however.

-Scott

EDIT: I am well aware that there are probably a number of people here that can say “I did not receive a response to my email in a few hours, roar!” Yes, I wouldn’t try to deny that not *all* emails are answered within a few hours; however, I assure you that we have made a commitment to address these emails appropriately, and as timely as possible.

This point I will totally agree with you. It is unfortunate that some clients expect a reponse in 25 minutes just because site5's average response time is 25 minutes. Though I must admit that reponse from tech has been going downhill since a few months back. I used to get response anywhere from within 5 minutes to 60 minutes. But in the last few months it has been over 1 hour and sometimes more than a few. I know that it is still acceptable if compared to other host that charges similar hosting fee. But its just that the 'older' clients have been spoilt by the 'quick' response so when they don't get a response within 30 minutes or so...they will scream. But please not to allow quality to degrade just because site5 has decided to lower the pricing of their shared/personal hosting accounts.

You need a new ticket system. I have spent the last 6 days confirming an issue with 20 of my sites on my reseller account with Site5 due to a security issue. If it was my fault I can accept that but I still need someone to take ownership and answer my questions. For the whole week between my busy (nonweb) work schedule I tried to tell support what my issues were and how they were urgent, I would get home from 8 hours with no reply then finally after supper I would get a one line response to my 8 questions that did not answer anything other then it was my fault. I don't care if it was my fault, please just help me get things back on track and don't waste a whole day to give me one line responses. I should show you my email history, horrible it was and I think you would agree.

I made an inquiry on your forum, it was deleted. Fine.
Email support several times, I get a nasty message back telling me to quit sending so many emails.

Anyway, in short, that was unacceptable. I still think Site5 perhaps may be one of the better hosts around but with support like you have which only seems to cater to new/novice/basic issues it just seems like a gimmick to me, suck em in and take their money, and for others then occasionaly need an intelligent response and a little of your time you screw them.

Two days ago I had so little sleep waiting for a response from your support (because they told me to quit emailing after 3) that I vowed to make only remaining mission in life to contact every consumer agency / chamber of commerce / review / publication everyday for every year for the rest of my life to warn others about your crap service. Then I think I had a seizure and passed out and now I'm just waking up.

Anyway, in short, some resellers may have 2 sites or 20 or 200 whatever it is and those sites and clients of can be so important to that resellers life, more important then I think you realize. So 5 days of email to your support to be told to wait and it's your fault does not cut it. Give people attention... paraphrase so we know you undertstand what we are asking, answer all questions, give explanation, give direction, take ownership. Once we calm down with you at our sides after serious issues, then we can take blame, accept losses, cry about old backups, but then work on fixing things up and moving forward. If you did this I would not be looking for another host.

Hi,

Thanks this comment.
Maybe someone read, and rethink the whole concept and this way thing may be better.

Cheers

As for the downtime, Site5 has SLA right?

Yep - but your only entitled upto 1 free month.

I left Site5 and Hostgator due to poor support. I'm a pretty intelligent person and when dealing with a web host I just want the honest to god truth, the support team to work with me and let me learn and move on. My support requests are few but when I make them I expect a response from someone who reads my inquiry! Anyhoot. All my problems are now settled. I outgrew shared hosting and now I'm with Servint VPS. A little learning curve setting things up and all peachy now cool now!

Some have said that 4 hour response time is acceptable. Not in my book and especially not on a reseller's server that you're paying a premium for compared to the company's regular shared accounts.

4-5 hours just to tell us the server is down due to hardware without any eta is the definition of poor customer focus. You make us look as stupid as you because we can't answer our customer's questions about why their email and web services are down at 2pm on a Monday.

Yep - but your only entitled upto 1 free month.

And you expect a lifetime free hosting? :rolleyes:

And you expect a lifetime free hosting? :rolleyes:

Of course not, but what happens if the accumulated downtime equals more than a 1 month credit remedy?

If you didn't go with Site5 or a host that oversell ridiculiously (come on, 11GB space and 400GB bandwidth for $7.77/month) then maybe these problems would be avoided and you can sleep easily at night. No?

Mini

I would have to agree Mini

You have these people who probably lease there equitment and then cant fix the servers

Then you have a good amount of people who acctually own the equitment and know how to maintain it who get the short end of the stick because customers will always go to the $1 hosts even though they have more downtime then uptime because tehy save $$$$ each month so i guess they see it as its worth the effort becasue there saving a buck

Sorry for the vent

If you didn't go with Site5 or a host that oversell ridiculiously (come on, 11GB space and 400GB bandwidth for $7.77/month) then maybe these problems would be avoided and you can sleep easily at night. No?

Mini
However, Site5 is one of the biggest and most respected web hosts (based on reviews I've seen)

If you didn't go with Site5 or a host that oversell ridiculiously (come on, 11GB space and 400GB bandwidth for $7.77/month) then maybe these problems would be avoided and you can sleep easily at night. No?

Mini

Like I said on another Site5 reseller thread: Site5 resellers are paying at least $22.99 monthly for 4 GB/ 60 GB accounts. The prices you're quoting are for shared/multisite accounts which have been discussed extensively in the Web Hosting Forum:smash:

Mini,

You are charging 12.99 for a similar plan that site5 is offering at 22.99. Does it mean...

If you didn't go with Site5 or a host that oversell ridiculiously (come on, 11GB space and 400GB bandwidth for $7.77/month) then maybe these problems would be avoided and you can sleep easily at night. No?

Will happen to your clients too?

hmmm...

Wow! I would defo recommend moving hosts! I dont think even moving to another server would warrent the response time to support tickets. I also know that it would not take 72 hours to move your domains. If the servers are in the same datacenter, it would take about 10 to 15 minutes to copy the accounts over and if the servers are in different datacenters, with good bandwidth, it would take 1 to 2 hours. Then you have DNS updates to new server (maybe, some hosts dont requre you to update dns) which would cause a minimal of about 10 - 15 minutes again to update. If everything goes well, hypothetically, you should move servers in at the most, 5 hours. The 72 hours theya re quoating is obviously because they cant be bothered to get someone to move the sites for you.

My advice, move hosts!

Regards
James

Actually, that is incorrect information - most emails sent to our Management email address are answered within a few hours (if they are sent during regular business hours, 9AM – 5PM EST). Emails sent after 5PM EST are generally answered the next morning (this is for Management emails/requests only, Site5’s sales and billing teams have their own hours of operation, and Site5’s technical support is available 24/7/365). With that being said, some Management emails that require additional attention can take up to 48 hours to receive a response, which is explicitly stated when you send us an email. In extremely rare instances, such as when people make feature requests, or ask questions that simply cannot receive immediate answers, it may take longer to receive a response – but clients are generally notified if there will be a prolonged delay in response for some atypical/legitimate reason.

If you have a complaint, please do get in touch with us – we would truly love to hear from you and help sort through your issues. We don’t frequent the WHT forums and if you are experiencing persistent problems with your server, or are dissatisfied with the level of service that you are receiving, we really want you to contact us and notify us of these issues so that we can diagnose, troubleshoot, and resolve them as quickly as possible for you.



I wrote a lengthy, detailed, and respectful email to management on December 19th, and I never received a response....not even "we've received your email." I'd definitely agree with all of the complaints here: multiple reps responding to the same ticket without answering all of the questions, excess downtime, etc, etc. I WILL be moving very soon (found a great host who can deal with the problems I've been having), but it will take so much time to move everything over that I just can't do it for awhile. It is very disappointing -- I've been with Site5 for several years, I've referred over 10 people to them, and their customer service used to be so excellent...it is true that they HAVE gone downhill.

Mini,

You are charging 12.99 for a similar plan that site5 is offering at 22.99. Does it mean...



Will happen to your clients too?

hmmm...


HA now that's funny.

However, Site5 is one of the biggest and most respected web hosts (based on reviews I've seen)

Where did you hear that? I disagree, I dont think the industry does have a lot of respect. Full of marketing gimmicks and announcements for new technologies which never end up existing... No respect for any of that.

I think the guys at site5 have a lot of respect for themselves, and big ego's and that is whats causing a lot of the troubles.

I think the guys at site5 have a lot of respect for themselves, and big ego's and that is whats causing a lot of the troubles.I guess enjoying success at a young age can cause that to some people. With the right moves, Site5 could easily get back on its former track, for IMO it is the change in the target market (and subsequently attainable service levels) that has caused the current stir up.

I wrote a lengthy, detailed, and respectful email to management on December 19th, and I never received a response....not even "we've received your email." I'd definitely agree with all of the complaints here: multiple reps responding to the same ticket without answering all of the questions, excess downtime, etc, etc. I WILL be moving very soon (found a great host who can deal with the problems I've been having), but it will take so much time to move everything over that I just can't do it for awhile. It is very disappointing -- I've been with Site5 for several years, I've referred over 10 people to them, and their customer service used to be so excellent...it is true that they HAVE gone downhill.

.... as did I, BUT, I actually got something that resembled a response when I found a Site5's sales reps AIM information who was very helpful in getting my request reviewed and sent to management (Todd). I don't know what that will do, but, only time shall tell ;).

I guess enjoying success at a young age can cause that to some people. With the right moves, Site5 could easily get back on its former track, for IMO it is the change in the target market (and subsequently attainable service levels) that has caused the current stir up.

Agreed, that's what I've said all along and continue to say. :gthumb: