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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.

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Anthony shared this idea  ·   ·  Report…  ·  Admin →
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  • Manuel Costa commented  ·   ·  Report

    I get silent treatment of some of my support tickets by liquid web lately, not for hours, but for days, several days there's no response nor action and now they close unaddressed tickets too. Already three tickets were closed on the same day as they were opened, without any response. I reopened the closed unaddressed ticket and they closed it again. Why?

    My other LW support tickets get kindly addressed.

    Why such difference i treatment?

  • Sean commented  ·   ·  Report

    4 years ago, the technical support was awesome and fast response, averagely 1-2 hours reply my ticket and resolved problem in a day.

    But now the support is terrible, I am not sure what happened in the support team but the respond is once a day. They took one day to reply my ticket just asking for more details, and took another day to reply my ticket with more questions.

    I have livechat several rounds a day to tell them the urgency of the ticket need to resolve because my site is not working until they fix the database issue. Day after day, issue not resolve yet.

    The livechat always said someone is working on it, livechat cannot resolve that technical issue. What I can do is wait for 'someone' to fix it. Why the 'someone' only respond once a day?

    It's really physically and mentally tired to dealing with the technical support now.

    Extremely disappointed.

  • Anonymous commented  ·   ·  Report

    I have had all kinds of problems in the last 6 months too. Just want to make you aware of a tool you can use when you are faced with long wait times. When you are on the phone and experience long wait times, you can let the support tech you reach know about the wait time and ask for an SLA credit. The same can be done if you open a ticket and it
    takes longer than our 30 minute promise to get an initial response out to
    you. Now that you all know, they are going to be giving A LOT of credits!

  • Michelle commented  ·   ·  Report

    Please improve your reply times - I've been waiting 1-3 days for responses and I'm using your virtual private servers. I expect a reply for non-emergencies less than 24 hours... This is happening in Oct 2017

  • Ian commented  ·   ·  Report

    If they do not reply, claim on their guarantee

  • Admin[Deleted User] (Admin, Liquid Web) commented  ·   ·  Report

    Hello,

    Thank you for the feedback! We are aware that our response times are not up to where we want them to be and we are working on it. Thank you for being patient while we get back to what we do best!