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Your new help interface actually work properly w/ response time return to old days...

Your support system has continually deteriorated since your switch to Zendesk, as has response time by your Heroic engineers. I have been with LW for over a decade. Your support people are still amazing. But your response time has disappeared and your compamy culture has changed for the negative.

Bring back the old LW ethic and TAT or you are no better than Go Daddy (whom I have had to move several clients to due to these new issues.)

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AJM shared this idea  ·   ·  Report…  ·  Admin →
completed  ·  Alexandra Carl responded  · 

I am happy to say that with dedicated work we have improved our response times by ~50% since this suggestion was first posted.

Thank you for providing this feedback, it is important to understand where improvement is needed so that we may focus on those areas.

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  • AJM commented  ·   ·  Report

    Alexandra,

    I have had several accounts with LW over the past 1.5 decades depending on the level of clientele I had at the time. I have hosted everything from individual web sites,and VPSs to firewalls, load balancers, and dedicated app servers with you. I have been with LW since they were a single data center and with you through every expansion - all have gone well until this past year...

    First of all it is not just a wait time issue. Recently I have not even been able to access the help desk due to "SAML single sign on" errors from the manage area, both desktop and mobile web, even email, etc.

    Secondly, even when I can access either the help interface or open tickets via email, I have not received a human response (across 3 different LW billing accounts) to any of my tickets in months. Sometimes the issue is resolved (in an untimely manner) and the ticket status is changed to "closed" without any notification to me. Other times tickets have just been closed with no reply.

    This applies to both your technical support as well as billing teams.

    So either a drastic change in corporate culture has occurred (perhaps growing too big compared to the level of truly "Heroic" human support I used to receive both a decade and and even a year ago from LW,) or your ticketing systems are so screwy that both your staff and clients are being hindered from communicating and doing their jobs.

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

    Hello,

    Upon reviewing your account, I see that the wait times were longer in contacting the Account Services Team than they normally are, and I have raised your concerns with the supervisor of that team.

    The help interface has recently be been changed away from the ZenDesk system. Were there any specific concerns that you had about the system that I could pass along to the engineering team?

    Thank you