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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 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.

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    PatrickPatrick shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    10 comments

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      • ShawnShawn commented  ·   ·  Flag as inappropriate

        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 *&^%$

      • SeanSean commented  ·   ·  Flag as inappropriate

        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.

      • Andrew PopowichAdminAndrew Popowich (Customer Advocacy Specialist, Liquid Web, Inc. ) commented  ·   ·  Flag as inappropriate

        NJuergenson,

        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.

        Thank you!

      • NJuergensonNJuergenson commented  ·   ·  Flag as inappropriate

        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.

      • Anonymous commented  ·   ·  Flag as inappropriate

        I agree the tech support is rated a poorly. They cannot even fix a easy login issue.

      • NathanNathan commented  ·   ·  Flag as inappropriate

        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.

      • NathanNathan commented  ·   ·  Flag as inappropriate

        +1000

        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...

      • Andrew PopowichAdminAndrew Popowich (Customer Advocacy Specialist, Liquid Web, Inc. ) commented  ·   ·  Flag as inappropriate

        Hello,

        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!

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