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  1. #1

    Exclamation My experience with iWeb managed support

    So I purchased a Black Friday deal from iWeb about 2 weeks ago, and I paid for a full dedicated server PLUS managed hosting, which was about another $75 or so extra. Said whatever and purchased it as I am not very tech savvy as far as hosting goes.

    As soon as my order was approved, I installed my tracking solution on the hosting. I had a issue of installing ioncube loader. I opened up a ticket explaining I needed this up ASAP so I could start buying media. Support took close to 3 HOURS to simply install ioncube loader.

    WTF !!! By far the worst hosting hands down. I would have stayed with Knownhost if they kept up with their security issues. I have had way to many issues with them as well and I lost over $7k with them in lost revenue. Can anyone recommend me a better host then iWeb? I am looking to switch next month, they are POS. Thanks
    Last edited by Postbox; 03-15-2014 at 05:42 AM.
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  2. #2
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    Quote Originally Posted by whytheymad View Post
    So I purchased a Black Friday deal from iWeb about 2 weeks ago, and I paid for a full dedicated server PLUS managed hosting, which was about another $75 or so extra. Said whatever and purchased it as I am not very tech savvy as far as hosting goes.

    As soon as my order was approved, I installed my tracking solution on the hosting. I had a issue of installing ioncube loader. I opened up a ticket explaining I needed this up ASAP so I could start buying media. Support took close to 3 HOURS to simply install ioncube loader.

    WTF !!! By far the worst hosting hands down. I would have stayed with Knownhost if they kept up with their security issues. I have had way to many issues with them as well and I lost over $7k with them in lost revenue. Can anyone recommend me a better host then iWeb? I am looking to switch next month, they are POS. Thanks
    I'm quite curious as to what "security issues" you're referring to. Can you please shoot me a PM with details?
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  3. #3
    Did they explained why it took that much time to install IonCube Loader?
    And are you using any control panel on your server?
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  4. #4
    I am not sure how 3 hours response time makes a provider "worst managed support in history"

    besides that a trivial issue like that can be usually solved by googling for 1 minute. the ioncube loaders are as easy to install as using ftp to upload them to a certain account and you can load them on the fly.

    i am pretty sure tickets are handled based on priority, so my opinion still stands. 3 hours for a trivial issue. pretty good.

    pretty sad that you have close to 0 amount of common sense, and you come to WHT to complain about 3 hours response time making a certain provider the worst provider in history.

    sorry that i am too straightforward, but i also have several rented servers in various datacenters, and if trivial issues they can take anywhere up to 24 hours just because they are not urgent, but if sh*& hits the fan, i get 5 minutes responses to tickets.
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  5. #5
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    When it is black Friday rush, you should expect delay in ticket replies.
    3 hours response time is not a crime in a period like that.
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  6. #6
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    You have to be leaving stuff out. If one ticket took three hours that does ****NOT**** justify adding stars, caps, bold, extra large red characters at all.

    You're gonna need to learn basics of looking after a server because nobody will please you nor will anyone want to have you as a client. They take extra long once and you over react like my girlfriend once a month lol

    PS: 3 hours for a small ticket is not that bad if I'm going to be honest with myself here. They may have had clients with actual problems.
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  7. #7

    *

    Quote Originally Posted by rits View Post
    You have to be leaving stuff out. If one ticket took three hours that does ****NOT**** justify adding stars, caps, bold, extra large red characters at all.

    You're gonna need to learn basics of looking after a server because nobody will please you nor will anyone want to have you as a client. They take extra long once and you over react like my girlfriend once a month lol

    PS: 3 hours for a small ticket is not that bad if I'm going to be honest with myself here. They may have had clients with actual problems.
    right hand does not qualify as a girlfriend

    sorry could not help it. i am pretty sure you know i'm messing with you tho
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  8. #8
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    Quote Originally Posted by themedia View Post
    right hand does not qualify as a girlfriend
    I was actually about to edit that out because I knew that joke would be the next response hahaha
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  9. #9
    Quote Originally Posted by rits View Post
    I was actually about to edit that out because I knew that joke would be the next response hahaha
    i'm so good at this ))
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  10. #10
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    Aaaaand this is why we chose not to run any 'Black Friday' deals this year.

    The only thing cheap-cheap-cheap plans attract is customers with unrealistic expectations - those that want the world for pennies.

    I've found it interesting over the years that the less somebody pays the more they expect to the point of unrealistic expectations. The more someone pays the more reasonable and understanding they tend to be.
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  11. #11
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    Only 3 hours huh? Seems like good response time to me. What was the severity set to on the ticket?

    Did you expect for them to test ioncube after installing it on the server or did you just want them to drop it in place and let you run with it?

    Feel entitled much? I'm sure your their only customer, right?
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  12. #12
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    I don't see any issue with a 3 hour time. That's alot better than other host's. Also, as for the title. Overkill man. Just because it took a couple hours doesn't mean they are the worst. Wish you the best of luck in your future.
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  13. #13
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    I think this thread is meant as an April fool's joke, just 4 months early ?
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  14. #14
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    Quote Originally Posted by ishan View Post
    I think this thread is meant as an April fool's joke, just 4 months early ?
    Or 8 months late...
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  15. #15
    Quote Originally Posted by MikeDVB View Post
    Aaaaand this is why we chose not to run any 'Black Friday' deals this year.

    The only thing cheap-cheap-cheap plans attract is customers with unrealistic expectations - those that want the world for pennies.

    I've found it interesting over the years that the less somebody pays the more they expect to the point of unrealistic expectations. The more someone pays the more reasonable and understanding they tend to be.
    I noticed that, too. I kinda wonder if Black Friday historically generates the most complaints over other sales seasons there.
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  16. #16
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    Three hours isn't anything. Now I would understand if they took 24 or even anywhere near 12 hours but three isn't anything. You should consider taking server management classes because not all hosts will always be there when you need any little thing done to your server.
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  17. #17
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    Quote Originally Posted by Dave Zan View Post
    I noticed that, too. I kinda wonder if Black Friday historically generates the most complaints over other sales seasons there.
    They don't call it Black Friday for nothin'
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  18. #18
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    Doesn't sound THAT bad 3 hours.

    PS "then" != "than". Keep seeing this in here -_-
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  19. #19
    Quote Originally Posted by themedia View Post
    I am not sure how 3 hours response time makes a provider "worst managed support in history"

    besides that a trivial issue like that can be usually solved by googling for 1 minute. the ioncube loaders are as easy to install as using ftp to upload them to a certain account and you can load them on the fly.

    i am pretty sure tickets are handled based on priority, so my opinion still stands. 3 hours for a trivial issue. pretty good.

    pretty sad that you have close to 0 amount of common sense, and you come to WHT to complain about 3 hours response time making a certain provider the worst provider in history.

    sorry that i am too straightforward, but i also have several rented servers in various datacenters, and if trivial issues they can take anywhere up to 24 hours just because they are not urgent, but if sh*& hits the fan, i get 5 minutes responses to tickets.


    Ok you have some pretty ****** managed support because knownhost literally replies to me in 8-10 minutes of filing a ticket for me and usually resolves the issue within a few hours. Their support is top notch and im considering giving them a second chance just for that reason alone. I would look into switching hosting providers
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  20. #20
    Quote Originally Posted by rits View Post
    You have to be leaving stuff out. If one ticket took three hours that does ****NOT**** justify adding stars, caps, bold, extra large red characters at all.

    You're gonna need to learn basics of looking after a server because nobody will please you nor will anyone want to have you as a client. They take extra long once and you over react like my girlfriend once a month lol

    PS: 3 hours for a small ticket is not that bad if I'm going to be honest with myself here. They may have had clients with actual problems.
    I hear that bud but when your spending $8-$10k a day on media alone and your server's down due to some ****** managed support your paying $75 a month of course you want your server up! Knownhost has been kickass in that department, and I am considering giving them one another shot if I have the proper security setup this time. I think my problem is fairly big , and if you dont think thats a big issue you got problems lol
    Last edited by whytheymad; 03-14-2014 at 07:49 AM.
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  21. #21
    Quote Originally Posted by KnownHost-Jonathan View Post
    I'm quite curious as to what "security issues" you're referring to. Can you please shoot me a PM with details?
    Hey Jon, I cant PM you, can you PM me and we can go from there? Thanks
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  22. #22
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    the tags in this topic make me want to cry. TS get over yourself, geez.

    Quote Originally Posted by whytheymad View Post
    Hey Jon, I cant PM you, can you PM me and we can go from there? Thanks
    you can't because you don't have 5 posts. Also when KH offers you something over PM that's not allowed either. Also they don't care about your security issue, they just want your business. Welcome to life.
    hi there!
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  23. #23
    Update : So I have been having email issues for the past 4 months with iWeb, and I finally opened up a ticket 2 days ago. Its a simple SMTP Issue and the managed support there is a JOKE. Definitely switching back to knownhost, they would have solved this in a few hours tops. Today is Day 3 and this issue has not been resolved at all. Kept on giving me the run around that I had the wrong ports, DNS was not updated, and also that I had "SSL" on or off. Support keeps on asking me the same questions over and over again, shits a joke. Anyways just thought I'd let peeps know here, iWeb is a joke. Go with Knownhost or Liquid web if you are serious about your business and dont want to lose out on revenue .
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  24. #24
    Quote Originally Posted by JayNL View Post
    the tags in this topic make me want to cry. TS get over yourself, geez.



    you can't because you don't have 5 posts. Also when KH offers you something over PM that's not allowed either. Also they don't care about your security issue, they just want your business. Welcome to life.
    Thanks Dad, but He never offered me anything, just to look into my issues i had with them. I didnt see him trying to sell me anything so thanks for looking after me
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  25. #25
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    Quote Originally Posted by whytheymad View Post
    Thanks Dad, but He never offered me anything, just to look into my issues i had with them. I didnt see him trying to sell me anything so thanks for looking after me
    you're welcome kid, you need a lil hand-holding as it seems.
    hi there!
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  26. #26
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    Quote Originally Posted by whytheymad View Post
    Hey Jon, I cant PM you, can you PM me and we can go from there? Thanks
    PM sent. I look forward to hearing back from you.
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  27. #27
    Hello Sir,

    My name is Nicolas Zisswiller, I'm the global technical support manager at iWeb. I'm really sorry to read that you had such an experience with us. I would be pleased to help you. In every ticket we answer, you have my email and phone number. If you can write to me, I will be glad to help.

    I wish you a pleasant week end.
    Sincerely

    Nicolas Zisswiller
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  28. #28
    Quote Originally Posted by whytheymad View Post

    As soon as my order was approved, I installed my tracking solution on the hosting. I had a issue of installing ioncube loader. I opened up a ticket explaining I needed this up ASAP so I could start buying media. Support took close to 3 HOURS to simply install ioncube loader.

    WTF !!! By far the worst hosting hands down. I would have stayed with Knownhost if they kept up with their security issues. I have had way to many issues with them as well and I lost over $7k with them in lost revenue. Can anyone recommend me a better host then iWeb? I am looking to switch next month, they are POS. Thanks
    All this drama for 3 hours!

    Some people think the universe is only about them.
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  29. #29
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    Did you wait three hours for a reply or three hours for a resolution? Recompiling PHP can take a long time on lower-spec'd servers, so I can understand that.

    However, three hours for a reply from a managed provider is a tad on the high side. I would personally not be happy with this, but with a major sale like black friday, they would receive a ton of tickets and this is totally understandable.

    What made you wait to complain until today? Black friday was several months ago.

    Edit: just saw that this was old & was a thread that got bumped.
    Last edited by AcclaimedHost Alan; 03-14-2014 at 07:56 PM.
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  30. #30

    Bashing?

    I have been with IWEB for 3 years and have been very satisfied. I did have to call a supervisor once
    to get a problem fixed, since I did not get total satisfaction from cs. Overall, things get done and I am very happy with it.

    Perhaps IWEB is way better without you as a customer. Indeed, after I read this post, I believe that any provider is way better without you as a customer.
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  31. #31
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    Sure this post will end positive as i assume they already solved or will soon
    Customers need something, they want it quickly. But when its done they're always happy if reasonable! gl
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  32. #32
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    Quote Originally Posted by FreezerPOS View Post

    Perhaps IWEB is way better without you as a customer. Indeed, after I read this post, I believe that any provider is way better without you as a customer.
    Couldn't have said it better, +1.
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  33. #33
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    3 months (the age of this thread) is probably long enough to discuss a 3 hour support response.

    </thread>
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