Web Hosting Talk : Web Hosting Main Forums : Managed Hosting and Services : LiquidWeb ticket response time

[zoom123]

I am considering LiquidWeb for a dedicated server.

They seem good and the reviews I read here and elsewhere are good as well.

Problem is that they take hours (3+ on average) to respond to my tickets with pre-sale questions.

I have reseller accounts with 2 other hosts. One of them responds to tickets within 15 minutes, and the other one always has a Live Person chat, so I am a bit spoilt in this respect.

Is their response time faster when it comes to dealing with problems?

[PixelManual]

Pre-sales isn't necessarily a priority. Of course when you sign up the response will be much faster. What times did you send the tickets at to ask the questions?

I was with LW for awhile and they do a fine job of managing your server assuming you add cPanel to the mix

[zoom123]

Pre-sales isn't necessarily a priority. Of course when you sign up the response will be much faster.

Thats what I hope too.

What times did you send the tickets at to ask the questions?

Between 13:00 and 19:00 their time.

[layer0]

It is possible that they did not receive your e-mail. Have you tried PM'ing one of their staff here? I know Travis @ LW is a member here...

[PixelManual]

Originally Posted by layer0

It is possible that they did not receive your e-mail. Have you tried PM'ing one of their staff here? I know Travis @ LW is a member here...

I don't believe that's the problem.

He mentioned that they just took more time, but never did they not respond to one of his tickets. Travis is a member here, yes. Fine guy to speak with as well.

[Ronald_Craft]

I generally recieve a response within a few minutes to an hour when submitting a ticket. If I have something that's priority I call them and have some one pick up the phone within a couple rings. The problem is always fixed right there while I'm on the phone. Probably takes you longer to type your name into a livechat then to ring them up.

[ala4900]

I have been working with Liquidweb regarding moving my servers as well, and have found the same situation! Travis on this board seems very good, but their overall sales efforts are very low key.

Maybe this is a good thing - better tech support than sales! Everyone seems to agree that their service response is excellent! It ticks me off a bit to have to out a little effort into getting a salesperson, but I had the same issues with Rackspace, and I think it's impressive that their management takes the time to defend their company on this board.

[LiquidWebTravis]

Thank you for the kind words and sharing your experiences.

I am very sorry if anyone has received 3 hour response times for sales questions. This is not acceptable and we will correct this situation. I am looking into this right now with our management.

We are hiring techs as fast as we can get them

I know phone doesn't work for some people but you should get right through if you give us a call.

If anyone on here can PM their ticket with slow response time I will personally look into it and provide you satisfaction (possibly a discount )

[zoom123]

Since I made my initial post the response time improved dramatically. So the "3 hours average" is not true for my case anymore. I guess it was just an exception for a couple of tickets.

[I, Brian]

When I had a server with LiquidWeb their email response times were pretty good. *Real* telephone support as well.

Tempted to move back to them as I may be opening up another US server. Good company last I experienced of them.

[WebSavvyGuy]

My tickets have been responded too within 5 minutes to 5 hours generally. However, I dont mind because I only submit tickets for things I know I can wait for.

If it is an emergency, I will call them....and the phone is always answered in under 2 minutes.

Hope that helps

[mripguru]

Originally Posted by LiquidWebTravis

We are hiring techs as fast as we can get them

I see this as an inherrent problem - sales and support staff should be seperate (but related within the scheme of things). Obviously, support inquiries get higher priority, but what happens if the queue is filled with sales tickets and an urgent support ticket comes in - but everyone is already busy responding to sales inquiries? The logical thing that I see happening would be is that:

a) the customer would call in and get their issue taken care of at the cost of a few sales inquiries (if they are US based, or wish to pay international call charges).

b) The customer waits for the barrage of sales tickets to be completed so their issue can be addressed appropriately.

While most people would probbably do (a) as a follow-up to an urgent ticket, it really shouldn't happen that way if the issue is of an emergency or critical nature - it still shouldn't happen that this is neccessary.

However, I can also see the point of tasking the support team with sales inquiries - 24/7 coverage. This is all well and good, but I would set it up so there's a designated tech or two to cover sales inquiries after-hours, leaving everyone else to do their paid job: supporting existing customers.

I'm not trying to put LW or anyone else down, but to compress two departments into one, while it makes financial and strategic sense to LW, seems to be hurting both new and current customers as evidenced by this thread (and I'm sure there are many others like it if you search).

Just my $0.02 cents.

[WebSavvyGuy]

I think they should have a better ticket system with urgency of the ticket as an option. That may create some abuse, but for the most part I think it works.

[VER-Mo]

Their tickets do take a while to get answered in all honesty. I find that their average ticket response time is about two-three hours which is alot when compared to other Datacenters Ive used. Telephone support is on the other hand very good, so if you dont mind calling them up when you need urgent assistance it shouldnt be a problem.

[Jame$]

Sell those new servers at your new flashy datacenter first, and then hire techs?

3 hours for a managed provider is simply not good enough. Shouldn't have to pick up the phone if they don't want to.