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  1. poor support

    Liquid Web used to provide excellent support with low ticket response times. Lately it seems we have been getting nothing but poor quality support from techs who mostly appear not to really know what they are doing - making many amateur mistakes, and causing all kinds of problems for us and our client's sites.

    Many issues we end up having to diagnose and resolve on our own or fix issues that techs have caused. Many issues keep repeating themselves. Techs need more training and education.

    Ticket times are at an all time high in the 10 years that I have…

    20 votes
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      10 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • no follow up on ticket support

      I have been with Wiredtree for many years, so fast ticket support.
      now because you bought this company the ticket support so bad.
      urgent things like hacked sites can't be address via chat and support tickets takes days. what you do is answer first time to ticket with reply that you take care of things and then you forgot about the ticket.

      3 votes
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        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
      • remove advertisements from Control Panel

        THis makes me FURIOUS! I am already a customer. DO NOT SHOW ME ADS in the CONTROL PANEL. This is unprofessional and slows down my workflow. THis is totally unacceptable, unless you want to give me free hosting!!

        3 votes
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          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • Add cPanel Quick IP Address Unblock permission to Manage interface users

          VPS users who are not account owners but have access to the Manage.LiquidWeb.Com interface should also be able to unblock IP addresses as needed.

          Just experienced this issue and it was determined that as an interace user I didn't have this capability. This very useful tool should be available to all users that can access the manage server website.

          1 vote
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            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
          • populate DNS with standard defaults

            I added a new domain to my Cloud Sites account, indicating that I wanted Liquid Web to manage DNS. The only records that were set were the NS's. I called Support, who said that this used to work as expected under RackSpace but not here, and that he had to add everything (web, email, etc.) manually. That seemed a bit odd.

            Please automate this.

            Thank you.

            1 vote
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              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
            • New logo is a step backwards

              FWIW, I think your new logo is a step backwards. It looks too "cartooney". Plus it looks like an atom with electrons circling it. Another coworker thought the logo represented something a car wash might come up with. Your old logo was just fine, you shouldn't change it.

              1 vote
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                0 comments  ·  Flag idea as inappropriate…  ·  Admin →
              • When someone quit, forward his/her e-mail to another agent.

                Or at least set an automatic response to tell people this e-mail address is not read by anyone.
                So our request does not get stuck in the middle of anywhere.

                1 vote
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                  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                • Remember Authentication Code for X days

                  It would be great to consider remembering the authentication code for X number of days, say 15 or 30.

                  Though it's nice to have our accounts secure, I don't recall any bank, stripe or any other SaaS that requires to complete the authentication code on every login.

                  1 vote
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                    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                  • Answer Support Requests in Under 3 Hours

                    I've stayed with Liquidweb for many years due to the heroic support. It really was the best in the industry. Today, I put in my first serious request in months, and no answer for 3 hours and counting. I am renting a fully managed server for the support, help, and management. Delayed responses to support requests slow down an entire work day. Get back to doing what you do well Liquidweb, or I'll go to another company.

                    3 votes
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                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                    • Allow scheduled Storm backups, twice weekly

                      Allow scheduled Storm backups. Currently the only option is daily and so in order to get more than a week of backups I need 500Gb. If I do not get more than a week of duration then the backups will be overwritten too quickly and I do not need 8 consecutive days of backup. Why not also offer a twice weekly option? Then I could drop to 250Gb and 4 backups would span 2 weeks. Then I would have more restore options further back in time is a problem is discovered.

                      1 vote
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                        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                      • Have a running log of historical network outages

                        Have a support page that shows a historical log of any outages that were posted to the portal.

                        Right now know outages only show up on the portal while they are in affect.

                        Today there was an outage - where Comcast customers couldn't get to liquidweb.com - we could access the portal to read about the outage.

                        It would also be helpful for liquidweb to establish a twitter account dedicated just to liquidweb status notifications that we could check.

                        6 votes
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                          1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                        • Get better at answering tickets on time and actually fixing the fault. Ive been with you guys about one and a half days and you are already

                          Get better at answering tickets on time and actually fixing the fault. Ive been with you guys about one and a half days and you are already doing way worse than Wired Tree. You’re gonna buy their company and lose their customers if you’re not careful.

                          1 vote
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                            1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                          • Improve user experience on login

                            When first logging in to LiquidWeb, the small popup tells you login was successful, then presents a button "Manage my site". Why would you want to log in and NOT manage your site? It should go straight to the account area, like 99.99% of other login systems.

                            1 vote
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                              1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                            • Get better at answering tickets on time and actually fixing the fault. Ive been with you guys about one and a half days and you are already

                              Get better at answering tickets on time and actually fixing the fault. Ive been with you guys about one and a half days and you are already doing way worse than Wired Tree. You’re gonna buy their company and lose their customers if you’re not careful.

                              1 vote
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                                0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                              • Tell the truth

                                Been on hold over 10 min but your system said within one minute. and no chat available. you migrated me without the notice which wiredtree had promised and now my email is not working properly.

                                And put an option on to turn of the damn awful music on hold.

                                Nathan Sparks

                                3 votes
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                                  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                • Chat Transcript

                                  Live Chat Does not send transcript nor does it stay on the screen a survey covers everything up.

                                  1 vote
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                                    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Contact Me Now Number

                                    Should have a field for "contact me now" when setting up a server since may be using a generic corporate main line. the contact me now could be the number to contact for verification. Should also explain this.

                                    1 vote
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                                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Storm backup status feature

                                      It would be a great feature to be able to see the status of a current daily Storm backup in progress (i.e. running, scheduled).

                                      2 votes
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                                        2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Enable Storm images to pull from Storm backup usage

                                        If customers are already paying for Storm backup storage, why not allow them to use their storage allotment to create manual images instead of charging them twice (once for daily backups and again for the images)?

                                        5 votes
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                                          2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                        • improve the live chat...

                                          upgrade so we don't have to wait 15 minutes to get someone

                                          1 vote
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                                            1 comment  ·  Flag idea as inappropriate…  ·  Admin →
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