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  1. #1

    liquidweb experience

    Hello All,

    I would like to thank our forum member Hostworkz.com for recommending LiquidWeb & AllManaged.

    I have first started with LiquidWeb , I got really good answers from them since I am not technical enough to manage and moving the domains. I didn't even check the second hosing company. I was very impressed and signed up in 10 min after talking to them.

    Got the server setup in 10 hours, got all the info.... called them back again about the promotion they are offerring for this forum members free upgrade to 2GB ram... I got that too no questions asked..

    They have helped to setup name servers and all the basic questions I had in order to move the domains from 1and1 to LiquidWeb. Got every thing setup in a day and moved all teh data and sites in less then 3 hours.. Without their tech support I would not have been able to move them in little time.

    I would say they have really good people in tech support and they know what they are talking about... I called them bunch of time with the questions. I never had to hangup and wait for reply from them.. all the questions are solved in less then 3 min phone call.

    Now all the site are up and running on the new server.... No setup charges or contracts...

    I would higly recommend LiquidWeb...

    Hope LiquidWeb read this post... keep up the good work and support.

    I thought of sharing my experiance.

    Regards,

  2. #2
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    Nice review. Anouther one that liquidWeb can add to the pile of positive reviews
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  3. #3
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    Glad to see you are happy microhard.
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  4. #4
    liquidweb forever.
    excellent service and support

  5. #5
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    I concur. They've gone above and beyond the call of duty in setting up several servers for us recently to match the specifications we requested.

  6. #6
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    LiquidWeb is the best. I'm very happy I chose to go to them from Server4Sale.. the difference in the support and the networks are amazing and luckily I got in on the double-the-ram deal! :-)

  7. #7
    anyone have an idea when Liquid Web will be supporting Plesk 7.5.x for Windows ??


    Thanks!

  8. #8
    nice to hear that.
    I will place an order at liquidweb.

  9. #9
    Join Date
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    Reasonable pricing for managed too,

    3.0Ghz P4
    1600 GB Premium Bandwidth
    50 GB's Remote Backup
    100% Network Uptime SLA

  10. #10
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    LiquidWeb is fast to phone suppot but VERY SLOW to ticket email support. So, international customers, please take this consideration when you want to buy their server.

    Average first reply to the ticket is 3 hours, and issues resolved usually in 3-24 hours...SLOW=Liquidweb ticket support
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  11. #11
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    Originally posted by Downloadinn
    LiquidWeb is fast to phone suppot but VERY SLOW to ticket email support. So, international customers, please take this consideration when you want to buy their server.

    Average first reply to the ticket is 3 hours, and issues resolved usually in 3-24 hours...SLOW=Liquidweb ticket support
    I agree. If I'm going to email LiquidWeb support, I expect a response within 24-48 hours, maybe longer. You might have to email them every 12 hours and remind them that you're still waiting for a response.

    If it's urgent, just pick up the phone and ring, and you can talk to someone within a minute.

    LiquidWeb also don't trust their customers too much. When I said (about 5 times) that I was 100% sure about something on a certain incident, they just ignored me and said that it couldn't be. When I asked that the issue be elevated to Zac, then they looked into it, and found the problem and agreed that I was right, which I was trying to tell them from the start.
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  12. #12
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    Originally posted by Karthick
    I agree. If I'm going to email LiquidWeb support, I expect a response within 24-48 hours, maybe longer. You might have to email them every 12 hours and remind them that you're still waiting for a response.
    I'm sorry, but this is pure exagerration. If you can PM me a ticket ID for one of our managed servers where an initial response has taken 24-48 hours, I will happily retract this statement.
    Zac Cogswell
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  13. #13
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    Originally posted by LiquidwebZac
    I'm sorry, but this is pure exagerration. If you can PM me a ticket ID for one of our managed servers where an initial response has taken 24-48 hours, I will happily retract this statement.
    I have better things to do than to search through emails.

    LiquidWeb has been helpful - extremely quick to get them on the phone, but ticket support is slow. This is my opinion, and it seems to be supported by other LiquidWeb users. Lately, it has been quite useless too.

    P.S. Yes, it was for managed server.
    Last edited by Karthick; 06-26-2005 at 05:08 AM.
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  14. #14
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    Originally posted by Karthick
    So you made that statement without checking first?
    Actually, I did search through your tickets, which is why I was confident in saying that.

    Most of your tickets were answered in under 20 minutes. Without doing math, I can say confidently the average was under 1 hour. A great deal were 5 minutes or less.

    On preview I see you changed your post now.
    Zac Cogswell
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  15. #15
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    Originally posted by LiquidwebZac
    Actually, I did search through your tickets, which is why I was confident in saying that.

    Most of your tickets were answered in under 20 minutes. Without doing math, I can say confidently the average was under 1 hour. A great deal were 5 minutes or less.

    On preview I see you changed your post now.
    That's quite a claim. Actually it's about 3 hours average. And I do remember getting the "We have not heard from you in 48 hours ..", except it was LiquidWebs turn to respond.

    I'm not trying to start a fight, but why have you ignored this:

    "LiquidWeb also don't trust their customers too much. When I said (about 5 times) that I was 100% sure about something on a certain incident, they just ignored me and said that it couldn't be. When I asked that the issue be elevated to Zac, then they looked into it, and found the problem and agreed that I was right, which I was trying to tell them from the start."
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  16. #16
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    Originally posted by Karthick
    I have better things to do than to search through emails.

    LiquidWeb has been helpful - extremely quick to get them on the phone, but ticket support is slow. This is my opinion, and it seems to be supported by other LiquidWeb users. Lately, it has been quite useless too.

    P.S. Yes, it was for managed server.
    No offense, but your claims lack any credibility. You have time to sit on these forums and bash your own provider (which is close to shooting yourself in the foot... by bashing them, you cause problems for them), but you cannot give any evidence to support your claims?

    By bashing your provider without justification you are really doing yourself a dis-service.

    1) Many people cannot read through rhetoric and will base their decisions on reviews and any negative information goes a long way. So you are potentially slowing sales for the provider.

    2) In business, its always ideal to have a positive working functional relationship with all parties involved. By being negative, you are preventing this.

    Another day, another example of unwarranted spite, and unjustified claims on WHT.

    Mind you, I have no services from liquidweb.
    Neosurge Web Services since 2002
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  17. #17
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    Originally posted by Neosurge
    No offense, but your claims lack any credibility. You have time to sit on these forums and bash your own provider (which is close to shooting yourself in the foot... by bashing them, you cause problems for them), but you cannot give any evidence to support your claims?

    By bashing your provider without justification you are really doing yourself a dis-service.

    1) Many people cannot read through rhetoric and will base their decisions on reviews and any negative information goes a long way. So you are potentially slowing sales for the provider.

    2) In business, its always ideal to have a positive working functional relationship with all parties involved. By being negative, you are preventing this.

    Another day, another example of unwarranted spite, and unjustified claims on WHT.

    Mind you, I have no services from liquidweb.
    I know that you don't know the whole story. Perhaps the 24-48 hours was an exaggeration, but that's how I feel when I email liquidweb: because 1) they are unhelpful lately 2) because they are quite slow for tickets.

    I have, posted praise about liquidweb before, so I think you've jumped the gun here. They were great before, but not now.

    Posting a few lines here takes a lot less time than scanning through emails.

    I'm saying this in hope that they fix this up. As for shooting myself in the foot, I'm sure they will take this as constructive criticism and work on it instead of trying to take revenge. Taking revenge just means a loss of a customer, and in the US there is an abundant range of hosts to choose from.

    I have seen many people post about the same problem (slow response times for tickets) so I definitely know that I'm not alone.
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  18. #18
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    I looked through the times on your tickets for all of this year- it is not merely a claim.

    There was one ticket from you I can see (without reading each in detail), out of 100 or more, where a tech did not correctly diagnose the issue and it was escalated to me before it was resolved. I don't see how that is not trusting the customer. It did get escalated to me, and we did resolve the issue, even if the initial response was not a proper diagnosis - you were not blown off, or anything close to that. If you were referring to our needing verification to perform work on a server, then that is different, and you know why we do so.

    I'm not looking to start an argument either, but when you claim our initial response time is much, much different than it is, then I am going to object. Being unhappy with our service is one thing - if you are unahppy I would suggest sending me an email and telling me why so we can improve. Making exaggerated statements about our response times is another.
    Zac Cogswell
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  19. #19
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    Okay, this is my last post in this thread. Believe it if you want to, I really don't care, because I'm not gaining anything out of saying this. But saying that I am lying or something like that is completely wrong:

    Ticket opened: Internal FTP counting against bandwidth
    LW: No, it doesn't count
    Me: But it is counting
    LW: No, it doesn't count, where did you backup to?
    Me: Internal FTP space; It's still counting
    LW: No, it doesn't count
    Me: But, I'm sure it's counting
    LW: No, it doesn't count
    Me: Can you re-assign this ticket to Zac Please
    ---- Issue suddenly found and problem solved ----

    Time to resolve: Approx 94 hours. In addition to this, the server was rebooted without my knowledge and the server was down for 30 minutes.... without any notification whatsoever. (downtime related to same ticket)

    Get on the phone and tell them something: Issue will be resolved within 2 or 3 minutes. This is my experience.
    Last edited by Karthick; 06-26-2005 at 05:53 AM.
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  20. #20
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    Problem is does it make a lot of difference between 3 hours and 24 hours?

    Initial response is averagly 3 hours for us. 3 hours is not a good figure from my experiences with other managed providers.

    one of our ticket is to ask to setup a simple phpinfo.php page, which take 24 hours to be finally resolved.

    latest ticket we had took 16 hours to get a further reply.

    Do you think 24 hours for a solution is a good sigh..haha
    If you expect me to ring you even when ask to install a php module, well....I have to say liquidweb is not a good choice for international customers then...

    International customers, get Servint servers for fast support with similar price. Beachcomber have ***much better*** response time too
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  21. #21
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    Originally posted by Neosurge
    No offense, but your claims lack any credibility. You have time to sit on these forums and bash your own provider (which is close to shooting yourself in the foot... by bashing them, you cause problems for them), but you cannot give any evidence to support your claims?

    By bashing your provider without justification you are really doing yourself a dis-service.

    1) Many people cannot read through rhetoric and will base their decisions on reviews and any negative information goes a long way. So you are potentially slowing sales for the provider.

    2) In business, its always ideal to have a positive working functional relationship with all parties involved. By being negative, you are preventing this.

    Another day, another example of unwarranted spite, and unjustified claims on WHT.

    Mind you, I have no services from liquidweb.
    It is not dis-service, it is aksing them to improve.
    If provider ignore customer's feedback(possitive and NEGATIVE), how could they improve themselves.

    We can back him up to say Email support of LiquidWeb is SLOWWWWWWWWWW

    I wish them to improve or this will be our last server with them.
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  22. #22
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    Originally posted by Downloadinn

    one of our ticket is to ask to setup a simple phpinfo.php page, which take 24 hours to be finally resolved.
    To be honest, that's above the call of cuty for a managed provider, so really they shouldn't have done that at all for you

  23. #23
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    Haven't tried their phone support but their ticket support (dispite the first response) is pretty slow:

    ticket #1: (support ticket)
    My response: 2005-04-08 08:41:36
    Their response: 2005-04-08 09:44:35 (fast)
    My response: 2005-04-08 10:13:48
    My response: 2005-04-08 15:21:41
    My response: 2005-04-09 08:27:54
    My response: 2005-04-09 14:04:22
    Their response: 2005-04-09 15:14:37

    ticket #2: (support ticket)
    My response: 2005-04-09 21:08:50
    Their response: 2005-04-10 01:35:03 (more than 3 hours)
    My response: 2005-04-10 08:11:12
    My response: 2005-04-10 08:13:36
    My response: 2005-04-10 19:21:42

    ticket #3: (support ticket)
    My response: 2005-04-11 09:30:58
    Their response: 2005-04-11 14:09:11 (more than 3 hours)
    My response: 2005-04-11 14:36:13
    My response: 2005-04-11 16:37:28
    My response: 2005-04-11 17:12:19
    My response: 2005-04-11 21:52:07
    Their response: 2005-04-11 22:31:59
    My response: 2005-04-11 22:47:13
    My response: 2005-04-11 22:48:44
    My response: 2005-04-12 04:25:07
    My response: 2005-04-13 09:49:30
    My response: 2005-04-13 09:50:50
    My response: 2005-04-13 11:33:08
    My response: 2005-04-13 15:20:40
    My response: 2005-04-13 20:19:05

    The biggest problem is that if a ticket is assigned to a staff (often happened) and if he or she is out of the day (or out of the week) ticket will not be answered by others! If you open a new ticket saying that the old ticket does not get any response, they will just tell you not to open duplicate ticket, close the new one and without looking at the old one.

    I'm not trying to bash LiquidWeb, I still love LW as the server speed is quite fast , I just want to say what I want to say, and hope they can improve their support
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  24. #24
    Being new to Liquid Web, I can say I am very happy with their service.

    It had been a while since I ran my own server and they were more than helpful and patient with me while I was getting up to speed.

    Yes, I much prefer to call them and get instant gratification. I like being able to talk to someone at 2:00 am. Coming from a shared host that did not have phone support, this felt like first class treatment.

    The few tickets I've opened with them have been answered not extremely quick, but no slower than any other provider I worked with. If it's an urgent issue, I call them.

    If not, I'll submit a ticket.

    So far, I've got nothing bad to say about Liquid Web and would recommend them.

  25. #25
    Join Date
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    Montreal, QC
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    I've used liquid web for a bit over 2 months now, and so far I'm very pleased.. I hadn't had to do any support tickets tho, besides 2 reboots so far and they were done pretty fast.

    Nothing to complain, but again I don't really need any support...

    I signed up during their free PSP campaign, and received it time last week. Now that makes me even more happy

  26. #26
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    Originally posted by RazorBlue - Dan
    To be honest, that's above the call of cuty for a managed provider, so really they shouldn't have done that at all for you
    We try not to turn anyone away from support requests, even if the request really should be handled by the client. This can increase support response times for these kind of tickets as our techs are obviously going to work on urgent matters before something like this.
    Zac Cogswell
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  27. #27
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    I would like to thank everyone for the feedback we have received in this thread. We listen carefully to what our customers say, and we will take all of the feedback we have received and look at how we can improve.

    We will look at ways to smooth out the helpdesk process. For example, we have been getting a lot of clients recently adding multiple issues onto their tickets after the initial issue is resolved. Since the original issue was resolved, our tech will have the ticket marked private, and it isn't viewable by our other techs. This can cause frustration as the new issues may go unseen until the next day when the tech is back in. We should really be more clear on having one issue per ticket to our clients.

    We will also be looking at ways to improve helpdesk response times.

    So rest assured, we do greatly value all of the feedback we get, and we are constantly looking for ways to improve.
    Zac Cogswell
    WiredTree Fully Managed VPS and Dedicated Hosting | Average Helpdesk Response <15 Minutes, 24x7 Instant Phone Support
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  28. #28
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    Originally posted by RazorBlue - Dan
    To be honest, that's above the call of cuty for a managed provider, so really they shouldn't have done that at all for you
    why not?

    They claimed themself a fully managed and even claim we won;t even touch any SSH. Yes, it is their duty and every managed provider does it for us. We always use this kind of simple Q to test provider's response speed. Mind that this is not the only ticket that is SLOW
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  29. #29
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    Originally posted by LiquidwebZac
    We try not to turn anyone away from support requests, even if the request really should be handled by the client. This can increase support response times for these kind of tickets as our techs are obviously going to work on urgent matters before something like this.
    ya, my CentOS 3.5 upgrade related ticket was there for 16 hours without further reply.

    Even it is not urgent, nowadays, no one want to wait for 24 hours for Cent OS3.5 related ticket

    Shall we wait for 24 hours for a even simple e.g. a apache module install as it is NOT urgent?

    I can not believe you let admin put ticket into private, We are in hosting business and we certainly can not wait for ticket to be answered until our admin wake up and get back to work
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  30. #30
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    Originally posted by Downloadinn
    why not?

    They claimed themself a fully managed and even claim we won;t even touch any SSH. Yes, it is their duty and every managed provider does it for us. We always use this kind of simple Q to test provider's response speed. Mind that this is not the only ticket that is SLOW
    Setting up a phpinfo file has nothing to do with managing your server.

    Thanks,
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  31. #31
    ok I now have 5 servers with them and a vps, yes granted tickets may be slow and you feel like you are being ignored but hey a 1800 number is free so call, thats what I do, everyone there knows who I am by name unless they are new, I'm nice I talk with them etc remember these are people too. If its important call them and you will get a person on the line, the only time when I have has to wait mor ethen a min to get tech support was when they would go down for 30 seconds or something and I would call and it would be busy and in the process of holding it would come back online, this has only happened 2 times in the 2 years I have been with them or have been hosted by them.

    If they have something more important they will ask you to put in a ticket and make it to the attention of someone. They have also hired some new people so there is a learning curve there on more technical stuff then "i need apache recompiled" or something.

    They have been good to me and I have sent about 8 people their way and they have all gotten servers at liquidweb cause of my reviews. Where one datacenter said it would take a week to get a server order done my last server order took only 3 hours from order placed to getting the login info.
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  32. #32
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    Originally posted by Downloadinn
    why not?

    They claimed themself a fully managed and even claim we won;t even touch any SSH. Yes, it is their duty and every managed provider does it for us. We always use this kind of simple Q to test provider's response speed. Mind that this is not the only ticket that is SLOW
    You don't need to use SSH to create and upload a phpinfo file - any text editor and ftp client will do. Can you show me where in our management page it says we create web site content for our clients? In any event, even though it is not covered by our management, we perfomed it for you. I'm sorry going beyond our managed support was not enough for you.
    Last edited by WiredTree Zac; 06-26-2005 at 09:54 PM.
    Zac Cogswell
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  33. #33
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    Originally posted by Downloadinn
    ya, my CentOS 3.5 upgrade related ticket was there for 16 hours without further reply.
    This is because you kept sending new issues on the same ticket after the initial issue had been resolved. The first request (an upgrade to CentOS 3.5, which does take some time to complete) had already been performed and tested. Please open a new ticket for each request from now on for fastest response.
    Zac Cogswell
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  34. #34
    look.
    I think you are having some problem oh in.
    today in the morning I opened a support ticket regarding an overload in my server due to some stupid user ordering e-mails.
    I opened the ticket (2005/06/26 - 15:43:30) the answer came (2005/06/26 - 16:08:08).
    I had the answer in 24 minutes and some seconds.
    I can make a PrintScreen of PIMS to show for who wants.
    never since I am with them passed of 30 minutes the tickets.
    I think that gives is some exaggeration on the part of you.

  35. #35
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    Apr 2005
    Posts
    48
    Originally posted by Raptors
    Haven't tried their phone support but their ticket support (dispite the first response) is pretty slow:

    ticket #1: (support ticket)
    My response: 2005-04-08 08:41:36
    Their response: 2005-04-08 09:44:35 (fast)
    My response: 2005-04-08 10:13:48
    My response: 2005-04-08 15:21:41
    My response: 2005-04-09 08:27:54
    My response: 2005-04-09 14:04:22
    Their response: 2005-04-09 15:14:37

    ticket #2: (support ticket)
    My response: 2005-04-09 21:08:50
    Their response: 2005-04-10 01:35:03 (more than 3 hours)
    My response: 2005-04-10 08:11:12
    My response: 2005-04-10 08:13:36
    My response: 2005-04-10 19:21:42

    ticket #3: (support ticket)
    My response: 2005-04-11 09:30:58
    Their response: 2005-04-11 14:09:11 (more than 3 hours)
    My response: 2005-04-11 14:36:13
    My response: 2005-04-11 16:37:28
    My response: 2005-04-11 17:12:19
    My response: 2005-04-11 21:52:07
    Their response: 2005-04-11 22:31:59
    My response: 2005-04-11 22:47:13
    My response: 2005-04-11 22:48:44
    My response: 2005-04-12 04:25:07
    My response: 2005-04-13 09:49:30
    My response: 2005-04-13 09:50:50
    My response: 2005-04-13 11:33:08
    My response: 2005-04-13 15:20:40
    My response: 2005-04-13 20:19:05

    The biggest problem is that if a ticket is assigned to a staff (often happened) and if he or she is out of the day (or out of the week) ticket will not be answered by others! If you open a new ticket saying that the old ticket does not get any response, they will just tell you not to open duplicate ticket, close the new one and without looking at the old one.

    I'm not trying to bash LiquidWeb, I still love LW as the server speed is quite fast , I just want to say what I want to say, and hope they can improve their support
    We have same experienes, and we are NOT bashing them here as we still stay with them

    I just hope average response time fro email support could be a lot of FASTER. I certainly don't want to see my posts are replied here in 30 minutes and ticket need 3 hours for initial reply

    Thanks
    Downloadinn.com - Ultimate Download Service

  36. #36
    Join Date
    Oct 2003
    Location
    Chicago, IL
    Posts
    654
    Hi vechor,

    I would like to ask you not to post screenshots from our PIMS system, but based on your ticket times, I can verify everything you said is true. Thanks for the feedback.
    Zac Cogswell
    WiredTree Fully Managed VPS and Dedicated Hosting | Average Helpdesk Response <15 Minutes, 24x7 Instant Phone Support
    Follow us on Twitter: @WiredTree | Like us on Facebook: facebook.com/WiredTree
    zac @ wiredtree.com | toll-free: 1.866.523.8733 local: +1.312.447.0510

  37. #37
    Join Date
    Oct 2003
    Location
    Chicago, IL
    Posts
    654
    Downloadinn,

    We realize you would like faster response times, you have made that abundantly clear in this thread. There isn't anything more I can say regarding our ticket system which already hasn't been stated in this thread. I would like to stress that opening a new ticket for each issue will go a long way in reducing your frustration.
    Zac Cogswell
    WiredTree Fully Managed VPS and Dedicated Hosting | Average Helpdesk Response <15 Minutes, 24x7 Instant Phone Support
    Follow us on Twitter: @WiredTree | Like us on Facebook: facebook.com/WiredTree
    zac @ wiredtree.com | toll-free: 1.866.523.8733 local: +1.312.447.0510

  38. #38
    Join Date
    Mar 2003
    Location
    WebHostingTalk
    Posts
    16,963
    phpinfo:

    <?php
    phpinfo();
    ?>

    hehe, you can even do this in your File Manager if you have Cpanel or any other control panel...

    I am sure Liquidweb is great.
    Specially 4 You
    .
    JoneSolutions.Com ( Jones.Solutions ) is on the net 24/7 providing stable and reliable web hosting solutions and services since 2001

  39. #39
    Join Date
    Apr 2005
    Location
    Atlanta, GA
    Posts
    107
    Well, I feel really blessed to have gotten the great and fast support responses we have received from LW.

    They have responded quickly by ticket and immediately by phone. They did several things to assist us that we should have been able to do ourselves and we are grateful for their willingness to assist.

    I assume we will have some bad rubs there over time since no human can avoid mistakes for too long but I will say that the LW support has proven to be as good as and mostly better than any other we have experienced.
    TheBuzzard

  40. #40
    Join Date
    May 2004
    Location
    US of A
    Posts
    430
    Originally posted by Downloadinn
    one of our ticket is to ask to setup a simple phpinfo.php page, which take 24 hours to be finally resolved.
    Are you serious

    If you don't know how to setup an phpinfo.php page, I am not sure if you should have a dedicated server. Managing a server is just like keeping your home computer up and running. It's your job to do your homework on your working computer, not asking someone else to do it for you.

    I personally feel LW goes beyond what's necessary to keep you happy.

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