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 been doing business with LW. Sometimes we don't hear back for days on a support ticket.
Management needs to do something because their "Heroic Support" is anything but. Very disappointing.
Have to agree - it is getting worse all the time. Very sad :(
Sorry, but "heroic" is definitely not the case right now. I have not had a good experience for a while. Last few tickets reps been either rude, lacking knowledge, or done a sloppy job leaving me with issues to work out on my own. Seriously.
I've learned recently that LW management has changed the structure of available support, so that the customer only gets to a small dedicated team of (let's call it Level 1) support who don't know much. And those reps don't have easy access to (people who know stuff) so this is why support is severely lacking quality. LW is spreading their support waaay too thin with all the new "products" "services" "acquisitions" and at the same time, breaking an efficient system of support with this new crap software they're using. I know reps are scrambling too.
I can't say enough times how frustrating all of this is. I've DEFINITELY got my "Host Shopping" hat on.
Heroic support may be overworked and maxed out. Or it's understaffed as the company aims for profitability. Whatever the case, it's at the expense of customer satisfaction.
My SSL has expired now twice (every 6 months of course). Both times it took over 4 days of my site being offline until they fixed it. I usually make hundreds a day, making me lose over $1500 yet they NEVER offered me a discount. The last time this happened it took a whole day to even talk to me and I sat on the phone an hour and no one answered though I was on hold. Whats going on here. Guess it is time to move on. TERRIBLE customer service. When I tried to send feedback that was a poor rating it wouldn't except it, but when I used the GOOD rating it saved and excepted it. What a bunch of crap!
Jim Pierce Jr commented
I see complaints then I see them addressing even in the busy times they have so you can't ask for more. I know I can't speak much because I have only been here for a month but I can tell you I have had years worth of issues with my sites I am bringing over and it is nothing to do with LW, I was on a really old OS and really old version of PHP so naturally there will be issues and I moved a lot of sites here. I have not had one issue with any of the people at LW. If I have an issue that is not time sensitive, I do a ticket. If I have something urgent, I go to chat. I have never had to wait more than about 5 minutes on chat and that was only about 2 times, the rest were already there waiting on me when I got in. They were always nothing less than heroic, I had a lot of weird issues and they were able, everytime to go right to what it was and fix it. They have always been extremely professional on the chat and some times it is the end of their shift. I know because I have dealt with some of them during the migration that I spoke to off and on by ticket all day long. One was going to come in on a sunday and help get me rolling since I had so much to get done. I can not say one bad thing about them so far, again I know I haven't been here as long as you guys but I was at my old place 15 years so this is not my first time needing support. Not meaning to play down any of your problems you had, they all seem like valid concerns, no doubt but I was glad to see that they at least responded to it. I can say with me, the chat has been the best way if you are in a hurry. Wish all of you luck and while I am here I am going to post the feedback for the last person that just helped me Valerie May.
Awesome, heroic and so much more, she pulled me out of a huge bind. She really knows her stuff, no hesitation on any issue I had, went right to work on it and fixed all of them. Now I can sleep well knowing my client won't see all those errors in the morning when they get to work. Thanks a bunch Valerie May, God Bless you.
Jody Gentry commented
I agree 100%. Like the issue i am dealing with RIGHT THIS VERY MOMENT!
Let's see... Andrew has been parroting management PR BS since February from what I see in this thread. Actions speak louder than words. I just got appropriated from Wiredtree and I say the response time and support has been appalling compared to what I have experienced with Wiredtree even in the last few months before the migration. Can we say Heroic Support what a crock of *&^%$
Agree 100%. I've been with LW for many years. Support used to be good. Techs knew what they were doing. Support tickets were answered quickly. I'm better off trying to fix the problem myself now. That's not what I pay for. I could move to AWS for a lot less if I wanted that. Been thinking about switching lately.
You need to setup better rules for zen desk. If a ticket is left open for more than x hours you need to notify a manager and get the ticket reassigned. Lower level support need to pass off to more knowledgeable techs sooner so customers and their clienst don't have to suffer.
Thank you for the feedback. I can assure you management is both aware of the increased response times and making active changes to reduce these. I appreciate you speaking up; it's comments such as this that showed us just how important the issue was to our customers. As for your open tickets, I am making sure they get the attention they need right now.
I too have see similar support issues with LW. After years of talking up LW for their "Heroic Support" we are now stuck in the growth bubble. They are growing, but at the expense of their once quality support.
I submitted a ticket and got no response for 24 hours on server failure issues. It wasn't until I called in that I actually got a response. Similarly, I've called in on earlier days in the week and been stuck on hold for over 15+ minutes before someone answers.
This MUST change or LW will go the way of many other companies and either fold or become 'value hosting' of which I would stay VERY far away from.
I'm on the phone right now getting my issues looked into, but management NEEDS to see this and be aware that this is a VERY urgent issues that needs immediate attention.
I agree the tech support is rated a poorly. They cannot even fix a easy login issue.
Thank you for your comments here. I have addressed these in your other post, https://liquidweb.uservoice.com/admin/forums/100399-general/suggestions/7840965-improve-support-time-after-ticket-pickup
I've also had several tickets passed off due to "end of shift" (a convenient excuse that I believe is widely overused) that don't get picked up for 12+ hours, if at all. I've had to call or chat to get such tickets picked up again.
Some of these techs spend more time trying to get out of work than they would actually solving the issue.
Support response time is absolutely awful.
I usually end up having to do a chat or call in to have a ticket looked at in a timely manner.
Some of the techs also have terrible attitudes. I've gotten the "we'll get to it when we get to it" vibe a few times. In my last ticket, I asked for a simple rule to be set up to prevent slow DOS attacks, and the tech eventually responded that there was no point in doing this unless we're actually under attack.
Given the current level of support, if the site had actually been attacked, it would've taken hours to get any kind of mitigation in place...
Thank you for this feedback. Management is keenly aware of the current issues and is making arrangements that will hopefully alleviate the extra pressure quickly so that our customers do not have to unduly suffer. What I'm going to do to help you right now is reach out to you via a ticket so that you can a more dedicated point of contact at Liquidweb, and to make sure if you have any other concerns I can get them addressed for you. You'll be receiving an email from me about this shortly.
Thank you for your patience with this so far!