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Date Submitted :
October 30th, 2011
Length of time hosted by this company :
1 - 6 months
Overall Rating :
2 out of 5
Reliability :
1 out of 5
Support :
2 out of 5
Pricing :
2 out of 5
Verdict :
We order a high end managed single server with Liquidweb:
1. Liquid Web set up the server with the wrong files system for their own continues back up service
2. From the beginning we had problems with the continuous backup initially we cannot restore any backups from cPanel.
3. Liquid Web fail to set up any of the service monitoring (which is part of your managed server services we pay for) hence our first down time is for 2 1/2 hours as it happens at our night time and non of theLW support pick's it up, It's only restored after our system admin contacts LW.
4. Even after the monitoring is set up Liquid Web fails to identify further incidences and we again have over 30 min downtime until our system admin restarted services and kills again the bu agent task (which has to do with the continues backup)
6. After the 4th downtime Liquid enterprise support is taking over and supposedly having a look at the server just for it to shortly afterwards have another 2 downtimes.
7. Even after 7 downtimes your (regular and enterprise support) fail to diagnose the problem, event though our system admin pointed out the problem several times after the first down time but this is repeatedly dismissed by Liquid web. Final after the 7th downtime and we again telling, this time again the Liquid Web enterprise support, what the problem is LW act's and disable the continues back up solution which immediately prevents the i/O problems.
8. Now you Likes us to have another 2-3 hours down time to set up the server from scratch and set it up this time in the correct way?
9. We now get a Rackspace server for our major customers as we can't afford further downtime or not having continuous back up and ask Liquid web to prepare the server for the installation of the new file system
10. Three weeks later we schedule for the change over of file system to take place and schedule 2-4 hours downtime with our customers. Liquid web ensured previously the would prepare everything for a smooth transition.
On the Sunday night when the final sync was supposed to take place (after having 3 weeks time to prepare and test the sync it turns out no one tested in and it does not boot the server)
11. re-scheduled again
Every service unavailability we had has been caused by negligence or a lack of care onLiquid webs end how Liquid Web can set up a server with an incorrect setup and wrong file system in the first place is mind boggling.
The service and support has failed us continuously throughout multiple departments and people. This seems to be endemic within the organisation and not a isolated incident. Even the enterprise support, after supposedly watching the server closely, did not identified the issues or acted upon service unavailability appropriately and within a reasonable time.
The total cost for us is over 14k, 10 K in lost sales by our customer (and these is not a figure plucked out of thin air but can easily be substantiated as we have exact statistics how much is sold on average per hour) this does not include the time for our system admin, and my time which easily adds another 4K not to mention the headache and stress we had over the past 2 weeks during our night time caused by your negligence.
We have had a VPS plan with liquid-web for several years and the level of support and performance has been nothing short of excellent. We recommend them to all of our clients and they have been equally impressed with their response time.
Their plans are slightly more costly if you evaluate on a resources vs price comparison but the time that I have had to deal with other such setups in the past with support and trying to plea my case allows me to confidently rate LW's pricing/value 5 out of 5. There are many support tickets that I have placed that I am confident other companies would either respond that it is my responsibility or charge extra to complete the task (such as adjustment to setup or addition of software.)
My only concern is that they continue to offer the level of support and care as I have a lot of clients on their servers. When I worked in East Lansing I had a chance to tour their facility and it seems mixing consumer level hardware in would cause inefficiencies and possible long-term problems especially if under-staffed and they grow too fast. That said, I am far from a hosting expert and at this point have full confidence in their service and do not even consider other options when choosing a php/mysql host.
I tend to use their online ticket system the most, no matter what time of the day the ticket is handled and resolved quickly. The few times I have used phone support I have little to no wait until I can talk to a technician that can resolve the problem.
Used them for years and years. As previously stated by others, Tech Support is some of the BEST I\'ve encountered. We used to pay a guy to do the same things they\'ll do for free every day, no questions asked. They even help with errors I\'ve caused, sometimes even looking through my code to find the problem.
I have had the unfortunate experience to have multiple customers who host with Liquid Web over the years and I have watched customer service plummet to an all new level. Over the years I have seen support do a bunch of really stupid things, and my recent encounter was just as bad. I put in a service ticket, through their PIMMS system, and they annouced they would be charging me $15 to perform the task. Then, they managed to screw it up three times, and totally because no one checked their work when they were done. And each time I followed up to see why it wasn't working, they ask you to send your account password or client credit card information over insecure email?!? Hey, here'e an idea, how about opening one of the old tickets you closed and didn't complete correctly (although I was assured twice it had been fixed). Instead of saying, "We are really sorry, here is what happened, we are sorry this happened and you had to call in three times. It is now fixed and we apologize for the problems" they attacked me for raising the concern about sending private information over an insecure connection. I also tried to find out who to contact to complain about support's service and I was told to email "support@liquidweb.com"...where they will again ask me for my account password.....) I have just sent out emails requesting that my customers move to another more reliable service I work with, where customer service is 1) competent and 2) acknowledge where they make a mistake and don't try and blame the customer for their screw ups.
I have three VPSs and one Dedicated with them. I agree that for shared hosting they are a little more costly, but for VPS and dedicated SHOP AROUND! Their tech support is among the best if not the best. If you're looking for a new host call liquids support and see how fast you will get someone on the phone, under two minutes tops.
For VPS they are ridiculously cheap. Their infrastructure has not gone down in the three years I've been with them and its great to get a support team that doesnt sound like they are out of high school. I highly recommend using them.
I started using Liquid Web even before they had their first data center. Started with a Webmaster shared account, upgraded to a dedicated server and experienced no problems as they moved into their first data center. Stopped hosting student websites and downgraded to a VPS2 still never a problem of any kind. Once the newest data center opened I downgraded again to a VPS1 without problem and am still happy today with their service.
I have noticed a lot of changes, seen 2 redesigns of their website and I believe them to be a competitive force in the hosting business.
I used them for about 2 months. Their technical support is terrible. They take their own sweet time to reply to your queries and sometimes I had to go to the their live support chat to tell them I have an unanswered support ticket. The thing that pissed off the most was when a technical support staff edited my cPanel account name and MySQL database name without asking me. My web site went down for about 2 days because the PHP script's database parameters were messed up. They were only willing to compensate me $5 off my $60 hosting fees for this.
Liquidweb has been super. What little tech problems we've had have been dealt with immediately. You either get tech support immediately or after only a one minute wait. I couldn't imagine it being any better.
We previously used micfo.com and it was a nightmare. We've been with liquidweb about six months now and our website and email have worked excellent - very fast. I think they charge a little more, and I'm happy to pay more to have a solid hosting solution without any hassles.
I've had them for over 5 years, maybe 7. I can't remember.
Their ticket system is quick and to the point, and response is within 30 minutes. When you call, they fix things right away. Their staff is top notch!
It's so good I've recommended them to many of my friends and clients. I have multiple sites with them, and multiple plans. I'm even thinking about reselling thru them.
The price is a little higher but worth it. I've tried many other providers, and LW blows them away.
Out of all the support tickets, and calls over the years (probably 20+), they have solved them all quickly.
When I did have a problem, it was signing up a new site. A new SA set it up and it had issues. I notified LW and they fixed it asap, and provided me a discount.
I can't say enough about them. Feel free to ask me more detailed questions as I am completely satisfied: karl_garcia@hotmail.com
When I started up my new forum, one thing that was important to me was better tech support (my last experience wasn't that great). I can honestly say that Liquid Web has simply exceeded all my expectations. This is the first forum I've ever hosted (www.hawaiitalks.net), and their support staff has been invaluable. Their tech support is simply phenomenal, and I can't recommend them enough. They answer my questions same day and their phone service is top notch. Before, just getting someone on the phone took days if not weeks...with LW, I've had every single question answered on the first phone call. It might be a bit pricier than others, but I think it's worth it. I've heard some bad things about VPS, but honestly, the performance has been top notch so far.
I'm just freakin' happy I picked a good provider...'cuz my last choice sucked, and this new forum is very important to me. Liquid Web has exceeded my expecations so far. That, and their techs are super-friendly and knowledgeable!
I found LiquidWeb in WebHostingTalk and have read many good reviews about their service. Then I visited their site, a bit slow, might because of the low quality of my ADSL line, but very informative. Their server management service comparision and the InitAdmin service pack are very attractive. Within just 3 minutes I had decided to stick with them.
Unfortunately, in their order page, i saw that they don't offer Plesk control panel with their Linux server option so I must stopped the order process. You may say that Plesk or cPanel is just control panel and not important thing to rely on. But I currently have all my sites created and managed by Plesk so I do require Plesk control panel for easy server migration. Then I had emailed LiquidWeb asking for Plesk option, wow, I had their response after just 10 minutes. What an email support, super fast and useful. They said that they can offer me an unmanaged dedicated server and I can install Plesk myself. Unfortunately again, I need their server management and support services, not the server which I can get one with cheaper price and higher configuration from many provider elsewhere. That's why i rate LiquidWeb just 4 out of 5 for reliability and overall.
Now, I must find another managed dedicated server provider which does offer Plesk and can comparable with LiquidWeb in server management and support services. Not an easy work! I will let you know when I found one.
P.S: if at any time in the future LiquidWeb changes their mind and provides Plesk as an alternative for cPanel on their Linux server then I certainly will return to their order page and go ahead with them :)
I have a VPS on liquidweb for which I pay very little money for. They provide 800 tech support and email support. Generally when I call their 800 number my wait time is about 2 minutes max. ALL of their techies are TOP NOTCH. I ask them to do something on the Apache server and they just do it.
I have NEVER dealt with a hosting company as technically savy as liquidweb. I have been doing web development for 7 years now and I am extremely happy with them. Their VPS and dedicated prices are solid. A++
I run a .com and I've had a lot of different webhosts, including Lunarpages, Purehost and Network Solutions. I recently switched to LiquidWeb for VPS and the support has been truly excellent. It's definitely 24/7 from my experience calling them in the middle of the night and my average wait time has been a minute or two, even during business hours. What really impressed me was that I reccently had a complicated support issue and the LiquidWeb support staff worked as a team and found an immediate temporary fix to keep my website operating properly, and then went on to fully resolve the problem within 24 hours, hence avoiding any interruption to my business. What a contrast from Purehost, which would go down for days at a time without explanation! I highly recommend LiquidWeb.
I've setup about 5 separate website accounts through Sonet7.com, a subsidiary of LiquidWeb and have been very happy with every aspect of their service. The signup was quick and easy and there are many excellent features available. The site is easy to use and setup. There were a few billing snafus in the beginning with the price differenciation between the "Sonet7" and "Liquidweb" product offerings, but that seems to have stabilized over the past few months and Sonet7 has even sweetened their offering a little. The support is highly available, although I did find myself waiting on the phone for over 30 minutes one morning I called at 3am to test their "24/7 availability" (I don't know if they ever answered because I fell asleep before I spoke with anyone!). The staff has been very friendly, helpful and responsive. I like the follow-up I get through the e-mail responses from their online ticketing system. I have never had any problems with performance or availability. There are host providers that seem to give you more for less, but the savings are marginal if you factor in the headaches you get with substandard support, availability and communication. For my business and my clients' businesses, my unwavering recommendation is for Liquidweb! Keep up the good work, guys!
I have nothing bad to say about LiquidWeb. Their service has been excellent the entire time I have had hosting with them. I cannot remember any downtime of more than a few minutes, and it has all been planned maintenance, which they notify you of in advance. Their pricing is a bit high, but I guess you can say, "You get what you pay for". Customer Support has been excellent, their staff is very helpful when called upon. Overall a great company.
Quite satisified with this company. Their customer support is helpful, friendly and professional. I gladly recommend them to other software developers. Average response time to support email request: 10 minutes. Average wait time for support via telephone was about 30 seconds. I have no complaints about this company.
Great so far. After bad experiance with servermatrix.com I'm glad to see a hosting company doing good. No problems, fast service. Easy to setup with them, and they setup the servers quick. Only regret is no help desk style to review past tickets, and no forums to talk with other users. But I highly recomended them.
My friend refered me to LiquidWeb.com when I was looking for a webhost. Setup was fast, and support has been helpful and friendly for the 6 months I have been using them. Came with OSCommerce and PHP which was a big plus for me. They cost a little bit more that other places, but for the features, and support I get, they are awesome.
We paid for our website and domain registration through LiquidWeb, but it was about 5 months before we actually had it ready to go online. When we uploaded our files, we found out that our domain registration had not been registered to us. On the same day we registered it with LiquidWeb, someone (suspeciously) registered the same name with GoDaddy, but had never developed a site. LiquidWeb never notified us that the name was not registered to us, and after we spend a small fortune on printing that included the new website, we find out we didn't have it. LiquidWeb refused to take responsibility for not registering or not notifying us of this, and would do nothing to compensate for not having the name registered by extending our service or anything. They were very uncooperative. After one year, the other person did not renew the name, so we were able to register it ourself, but we dropped LiquidWeb! I would be very careful of a company that takes no responsibility when they drop the ball.
