During the time I was moving my business and personal domains to WiredTree, I mentioned several times how impressed I was with their excellent customer service and technical support. I moved the business domain first, and Monday was the one-month anniversary of the move. Everything has gone quite well this month, with only minor move-related issues that were taken care of almost as soon as I hit “Enter” on the support ticket request.
I was still surprised and pleased to receive a follow-up email from WiredTree customer service manager Joe Doss, checking to make sure that all was in fact going well, reminding me of the different support options, and inviting my general feedback.
I continue to be totally impressed with WiredTree, am very happy to have a great hosting company like this local to me in Chicago, and am feeling very good about my decision to have both my business and personal VPSs there.
I want to say a good word for my former web host, Web.com. I ended up there by way of HostPro being sold to Interland being sold to Web.com. You can see that could have been a recipe for disaster, although honestly I never had the issues with Interland that some of the bad reviews during that time would have predicted. In fact, my overall experience was quite good, with local American 24/7 tech support, available by either ticket or phone, throughout all of the moves. I did not leave because I was dissatisfied with customer service or tech support. Rather, the ownership changes had ultimately resulted in a move away from VPS support, and my aging server was not able to be updated to 21st century standards.
I had a rather frustrating experience while cancelling, though. I cancelled on my billing day and the customer service person who handled the call would not cancel the charge for the coming month. When the automated follow-up email arrived, I expressed my displeasure that the charge was not waived since the cancellation was made on the billing day by a long-time customer who had never missed a payment. Within less than 24 hours, I had a call and an email stating they would reverse the charge. When the credit did not show up online, a customer support supervisor took responsibility for walking the credit through the system and making sure it went through properly. All ended well. I would be happy to continue to recommend them to anyone who needs shared personal or commerce hosting.
So that’s my good customer service story for two companies. Just wish I had more of them!
(NaBloPoMo | June ‘09: 17 of 30 | 75% Challenge: 144 of 274)