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!
Date of experience: 20 June 2024