United States
The patience with the customer service…
The patience with the customer service rep to help me solve all my problems
Pakistan
Awful Support Quality!
We have been a customer of Liquid Web for over a decade, having purchased a dedicated Linux server due to your excellent US-based phone support in Lansing, Michigan. Historically, our issues were efficiently resolved by senior Linux engineers, which was a significant factor in our decision to choose Liquid Web.However, for almost the past two years, we have noticed a considerable decline in the quality of support. It appears that support has been outsourced to very junior Linux engineers from various locations outside the US. This shift has resulted in our support calls being handled by less experienced engineers, making it challenging to resolve even simple issues in a timely manner. What used to be a quick 2-minute resolution now takes almost an hour, severely impacting our operations.Given the cost of approximately USD $450 per month for a single Linux server, we expected and previously received premium support from knowledgeable senior engineers. The current level of support does not align with our expectations, especially considering the premium we pay for a dedicated server.I understand that junior engineers need opportunities to learn and grow. However, I believe that allocating these engineers to shared or VPS-related services would be more appropriate. Clients with dedicated servers, who rely on prompt and expert assistance, would benefit greatly from having their issues handled by more experienced US-based engineers. A separate phone line that goes directly to US-based engineers or a call transfer request where junior engineers can forward calls to seniors for dedicated server issues would be ideal.Currently, with their support, I have three tickets open: 19527043 (opened on 6/20/2024) and two other tickets (19576178 and 19608547) that follow the same issue. However, I have not received any replies as of yet!
Spain
Good service
Very good service
New Zealand
A mixed experience
In general, the support I received was terrible. It took 20 hours for someone to get back to me that knew what they were doing. Until that time, communication was poor, feedback was very slow, and I kept being told the issue was fixed, when it clearly wasn't. Zero stars for the first part. However, eventually a technician came on-board (Vince) that was able to quickly find the problem and solve the issue. He was responsive and effective. Five stars for Vince's help. Ultimately, the poor service of those first 20 hours proved to be very costly in terms of lost income, but I'm glad it was eventually resolved with Vince's help.
Mexico
Very pleased with the quick support!
My experience with the response received from the consultant is very positive, the reported access problem was resolved quickly and the reason why the problem arose was explained to me, which is a plus in the service.
United States
Flawless SSL install
Team installed ssl certificate on both servers quickly without issue and we were back up and running smoothly.
United States
Their customer service is awesome
Their customer service is awesome, I’ve never had a problem that didn’t get resolved quickly. Highly recommended.
United States
Great Communication and Resolution
The communications were clear and concise. A solution was immediately provided and action was taken shortly after. The follow up was appreciated.
Egypt
good support
good supportThank you Marsha
Singapore
I was wondering how to disable password…
I was wondering how to disable password login via SSH and only allow key login.Support was able to answer my queries and went the extra mile to enable the security settings for me.
