In the past, Site5 always boasted that if you feel that issues are unresolved, you can always escalate your problems to management-AT-site5.com and they will respond.

I've done that many times in the past and never did get a reply, ever. I thought of trying again yesterday and this is what I go for a response:

Dear Valued Site5 Customer,

Thank you for your email to Site5's management address. Unfortunately,
we've decided to discontinue the use of this address. We have recently
added some very skilled staff members to our help desk in order to
facilitate ticket escalation. If you'd like your ticket to be seen by a
senior member of our support team, please ask for the ticket to be escalated
and one of our Level 3 Sr. System Administrators will be more than happy to
help you with any outstanding issues.

Please note the email you sent to management-AT-site5.com will not be seen by a
human. Please follow the abovementioned escalation procedure to ensure a
quick and accurate response to your ticket(s).

If you've emailed us looking for specific information regarding our
services, please send an email to our sales group / sales-AT-site5.com.

Thank you for your continued loyalty and patronage to Site5.

Sincerely,

Site5 Management

First, they stop providing Reseller Hosting and then they kill the management-AT-site5.com account. Steps in the right direction. That is, they're taking a direction to try and market direct to consumers who know nothing much about web hosting. With a pretty website that's always updated, they're going to be a huge success.

Meanwhile, if you happen to be reading threads at WHT and are still using Site5, I really wonder why you continue to do so.

I'm still using them but have started moving my customers on to other hosts.

Odd things have been happening at site5, its very intesting to watch. Unfortunately they have obviously found profit in another type of client - away from the place that built them as a company.

site 5 really should take action or they will lose more and more customers.

In the past, Site5 always boasted that if you feel that issues are unresolved, you can always escalate your problems to management-AT-site5.com and they will respond.

I've done that many times in the past and never did get a reply, ever.

I sent several emails to Site5 management when I was with them and never received a reply either. I don't believe a human in management ever replied to any Site5 customer. Now they're just making it official that they do not reply. It's really very sad how they did a complete turnaround and became totally non caring about their customers.:crazy: :crazy:

its very intesting to watch.But no fun if you're in any way affected by it. Sadly, it's been a while since I've seen a change at Site5, that really seemed part of an effort to improve things (unless we see package augmenting as one).

I sent several emails to Site5 management when I was with them and never received a reply either. I don't believe a human in management ever replied to any Site5 customer. Now they're just making it official that they do not reply. It's really very sad how they did a complete turnaround and became totally non caring about their customers.:crazy: :crazy:

During my stay with them - I had sent a couple of e-mails to management@ (and other addresses) and got a response from Brendan on a couple of occasions (including one after Site5 started to implode). I can't speak for you, but I know that whenever I e-mailed management@, I *usually* got some kind of response.

During my stay with them - I had sent a couple of e-mails to management@ (and other addresses) and got a response from Brendan on a couple of occasions (including one after Site5 started to implode). I can't speak for you, but I know that whenever I e-mailed management@, I *usually* got some kind of response.

Wow, you must have a special place in their hearts!

Just for the record, these were the replies I used to get (this is from Oct 2005)

Dear Valued Site5 Customer,

Thank you for contacting our management team. We sincerely appreciate
receiving feedback on our services, and will review your inquiry
within 24 to 48 hours.

IMPORTANT: Please note the following:

THIS IS NOT A TECHNICAL SUPPORT OR CUSTOMER SERVICE EMAIL ADDRESS!

IF THIS IS A TECHNICAL SUPPORT OR CUSTOMER SERVICE INQUIRY, YOU WILL
NOT RECEIVE A RESPONSE TO THIS EMAIL! PLEASE EMAIL THE APPROPRIATE
SUPPORT DEPARTMENT FOR ASSISTANCE:

SALES QUESTIONS: sales-at-site5.com
BILLING QUESTIONS/PROBLEMS: billing-at-site5.com
URGENT TECHNICAL ISSUES (SHARED HOSTING): shared-at-site5.com
URGENT TECHNICAL ISSUES (RESELLER HOSTING): reseller-at-site5.com
URGENT TECHNICAL ISSUES (DEDICATED SERVERS): dedicated-at-site5.com
ABUSE REPORTS: abuse-at-site5.com

We appreciate your understanding in this matter. If this inquiry does
not fall into one of the above categories, we will make every attempt
to respond within 48 hours.

Best Regards,
Matt Lightner, CEO
Rod Armstrong, President
Todd Mitchell, COO
Adam C. Greenfield, CTO
Site5 Internet Solutions, Inc.

I guess all my emails were considered to fall under this category :crap:
IF THIS IS A TECHNICAL SUPPORT OR CUSTOMER SERVICE INQUIRY, YOU WILL NOT RECEIVE A RESPONSE TO THIS EMAIL! PLEASE EMAIL THE APPROPRIATE SUPPORT DEPARTMENT FOR ASSISTANCE:

Why not just open a ticket and ask for it to be moved to a senior tech?

Its sad. Matt Lightner, CEO used to be SO active on these boards :(

Its sad. Matt Lightner, CEO used to be SO active on these boards :(

He probably doesn't want to ruin his day by reading all the reviews about his company.

He probably doesn't want to ruin his day by reading all the reviews about his company.

I don't think he cares about the bad reviews here or he would be responding to them JMHO.

I don't think he cares about the bad reviews here or he would be responding to them JMHO.

:rofl: - probbably true, oh so true.

My guess: They got a higher proportion of troublesome clients from WHT - you know, the ones that wanted to use a significant fraction of what they were offered. So now that they're getting plenty of business from elsewhere they're happy to have a bad rep here.

My guess: They got a higher proportion of troublesome clients from WHT - you know, the ones that wanted to use a significant fraction of what they were offered. So now that they're getting plenty of business from elsewhere they're happy to have a bad rep here.

I doubt that they're happy to have a bad reputation anywhere but they're not losing any sleep over it.:gthumb:

they're taking a direction to try and market direct to consumers who know nothing much about web hosting
Honestly, I don't know how to say it better.

Why not just open a ticket and ask for it to be moved to a senior tech?

:rofl: :laugh: :roll2: :emlaugh:

oh, believe me. i'm not itchy finger "escalate everything to management"

i've had tickets go back and forth to their "most senior techs" without any hope in site.

hey, i'm still a site5 customer as of today. they're not getting any better. their support goes like this (shortened, of course):


Customer: High loads? Why?

Site5 Customer Service: That's because we are running back-ups? We're doing something about it
(Duh, you said that 12 months ago!)

Customer: I'm not talking about high loads during backups. I can live with that. I'm talking about loads exceeding 120++

Site5 Customer Service: We apologize for the inconvenience. We are looking for alternative solutions to the backup process...
(Duh, uh!)

And those are the times you think of taking up their offer to escalate to management. Or so I thought.

:rofl: :laugh: :roll2: :emlaugh:

oh, believe me. i'm not itchy finger "escalate everything to management"

i've had tickets go back and forth to their "most senior techs" without any hope in site.

hey, i'm still a site5 customer as of today. they're not getting any better. their support goes like this (shortened, of course):



And those are the times you think of taking up their offer to escalate to management. Or so I thought.

Hey Gul,

I would have thought you would have "escalated" everything to other host/hosts by now since things appear to be just as bad as when I left a few months ago.:smash:

Gul is staying there for us. Someone has to sacrifice himself and be the guineapig. Right Gul? :D

Thanks for the heads up. I was looking for word on whether their reseller plans had improved only to read they don't even offer it anymore. I'm way behind the times. the search goes on but they were not my primary option

I am so glad I stumbled onto this site. I thought I was the only one having problems at Site5 after reading the company posted forums at Site5.com. I did not realize how many people were having issues as I have. Too bad, They were great at first. The implosion continues.

If you mentioned the email never was answered, does it matter if they remove it or otherwise?

So, I am not the only one.

I have been with Site5 for close to 2 years it it have been insane to watch its delcine. It is so sad as once upon a time they were an fantastic company. And now... they are a joke.

I posted my current issue here : http://forums.site5.com/showthread.php?t=12059

Lets see how long it lasts . Mind you, I have still yet to hear anything in regards to my ticket.

I have had decent correspondence with management in the past and it got results, but that avenue being cut off is the last straw.

It never really made sense to have that function in the first place. In my opinion, it was nothing more than a feel-good tactic for the customer. Eventually people will end up simply abusing it, and it becomes very ineffective cost wise.

It never really made sense to have that function in the first place. In my opinion, it was nothing more than a feel-good tactic for the customer. Eventually people will end up simply abusing it, and it becomes very ineffective cost wise.

It is called good customer service.

There should always be a direct route to contact management. Whether it is a store or a bakery or a fish market or a hosting company.

You should not have to jump through hoops to get to management. Ever. Any company who makes this an issue is putting up a wall between their clients.

In the past I emailed management 3 times and every time it was due to "Customer Service" slacking or due to a policy change. I never once abused it.

But you know what... who cares about this now... I can't even get Customer Service to address my initial support ticket.

Eventually people will end up simply abusing it, and it becomes very ineffective cost wise.The moment it truly becomes a liability is when/if you stop answering. It will quickly ruin your reputation. If an issue is sent to the management, the customer expects it to be hadled properly and solved. If management can't get it done, who can? ;)

Hi Dan/Ed,

Either I'm absolutely crazy to still be with Site5 or I've got a great sense of humor!

Whichever is the case, if I haven't left Site5 by the end of September, I'd probably be in an asylum. I really hope "management's" not reading this lest they suddenly terminate my accounts.

Guess what, I got curious and Google'd Site5. The first WHT hit (#8) was this one:
Thoughts on site5? - WebHostingTalk Forums (http://www.webhostingtalk.com/showthread.php?threadid=386721&highlight=site5%2BOR%2Bsite5.com)
Everything else before that was a Site5 site and something called site5reviews (Joel and Ben must be practical jokers).

The strange thing is with all the cr*p about Site5 on WHT, why is it Google indexes that page? (Mar 2005) Hmmm..

I wonder if you guys get the same results on this search:
http://www.google.com/search?q=site5

Anyway, I made sure to update that thread, just in case some bloke thinks that's all there is to know about Site5.

This also shows a clear pattern of Site5 going downhill http://www.webhostingjury.com/reviews/Site5. They got some early 5 out of 5 (well deserved, I'm sure). But the last 5 reviews (from June 2006) they are #1 (our of 5, 5 being the best)

Its sad. Matt Lightner, CEO used to be SO active on these boards :(

Yeah but come on that was toward an end. When you get big time theres no need to hang out with the plebes anymore :)

Yeah but come on that was toward an end. When you get big time theres no need to hang out with the plebes anymore :)

That's pretty funny and in Matt's case, true as well.

I love how Site5 just left all their resellers out on the cold. No notice given, no warning whatsoever. If you ask them what will happen with the current resellers they won't answer. No one will answer, not sales, not support, not the board moderators, not even management. These guys are a real class act.

If you're still with Site5 I suggest you put on your life jacket cause this ship ain't gonna make it to port.

If you're still with Site5 I suggest you put on your life jacket cause this ship ain't gonna make it to port.

Very true. I've got my life jacket on and an emergency evacuation plan. But I really shouldn't wait for this ship to go too deep under (it has sunk already as I can taste the salt water).