1,328 total
Overall, your support is excellent and quick to resolve issue. I do suggest that a new server should have a number of common configurations ready for use instead of having me spending time to do the setup. Examples: SSL for host.mydomain.com and host.mydomain.com / nodeworx, Interworx login timeout setting, backup setting.
Date of experience: July 10, 2024
Liquid Web is very responsive to the need of their customers. At least that was my experience. Not just once, but every time.
I have been a customer of Liquid Web for quite a few years, now, and I have no intention to going anywhere else.
Customer Service is a priority, especially in this kind of business, where most customers, don't know what they are doing.
My 2 cents.
Date of experience: July 10, 2024
The patience with the customer service rep to help me solve all my problems
Date of experience: July 09, 2024
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.
Date of experience: July 01, 2024
Team installed ssl certificate on both servers quickly without issue and we were back up and running smoothly.
Date of experience: July 02, 2024
Their customer service is awesome, I’ve never had a problem that didn’t get resolved quickly. Highly recommended.
Date of experience: July 02, 2024
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.
Date of experience: July 05, 2024
The communications were clear and concise. A solution was immediately provided and action was taken shortly after. The follow up was appreciated.
Date of experience: July 02, 2024
I create a ticket and it always seems to slip through the cracks. I created this recent ticket 19220228. First tech tried to point url to different location. He didn't understand that we had a database server and program servers. He got it pointed back, but then no one would pick up the ticket. I called on another issue and Aiden was willing to check some very random items. Something was wrong with cPanel and we lost privileges for the user to get to the database. We got that fixed with the first agent, but then Aiden went above and beyond and he found out that somehow the access was limited to localhost. He found that and it was fixed right away.
Date of experience: May 31, 2024
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.
Date of experience: July 04, 2024
We just finished a major server migration with LW and had a number of pesky/plesky problems. A couple of the problems persisted and the LW team (Devin, Devin, Tom, Shelby, Quinton and Travis) rolled up their sleeves and got the job done and went over the top! Five stars are not enough!
Date of experience: May 21, 2024
LiquidWeb may not be the cheapest hosting company, but they have proved to me time and time again why they're worth the price. Their support staff is always there to help with whatever might go wrong with my server or websites. Yesterday it was Rob T. who answered my slightly panicked call for help. He spent the next several hours working out the issues that had brought my server to its knees, keeping his friendly disposition and sense of humor throughout the process. Everything is working perfectly again. Thanks Rob! And thanks LiquidWeb!
Date of experience: May 17, 2024
I called Liquidweb support about an email delivery issue and spoke with Miles Zimmer in Linux support. He was awesome.
Very knowledgeable and professional, and helped with the email issue, then he very patiently helped work through some other issues relating to server security.
I really appreciate Miles expert help. He deserves a raise! Really. I'm serous, give him a raise!
Feel free to contact me with any questions.
Sincerely,
Ralph O. Sharp
Date of experience: April 29, 2024
Always a pleasure to work with the liquid web support team, thanks again guys for fixing my issue...
Date of experience: June 20, 2024
Friendly and helpful support, discovered and solved the issue.
Date of experience: July 01, 2024
What happened to LiquodWeb? They went from having the best support and the best infrastructure to being one of the worst. We have been noticing this for 2 years. Several companies that use your services have the same perception. It's a shame, we are already on our way out, we have lost dozens of customers due to their frequent interruptions.
Date of experience: June 19, 2024
Reply from Liquid Web Inc.
We sincerely apologize for the experience. This is not the standard we strive for, and we are committed to addressing and resolving these issues promptly. Your feedback is invaluable to us as we work to improve and provide the exceptional service our customers deserve. Thank you for bringing this to our attention.
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: June 20, 2024
Hosting on LiquidWeb has always been a delight. Been with these folks for the past 9+ years, have used their Cloud and dedicated solutions. Unparalleled tech support round the clock, great server performance and uptime. Would highly recommend to everyone.
Date of experience: May 08, 2024
Things have changed. I've been with them for 10 years, I've had broken servers for about a month, both dedicated and cloud. They're refusing to migrate me or fix servers. Hold the reps must be fired, they're negligent, all saying different things, very inexperienced and unqualified! Don't deal with Lucas. Some other names of geniuses should be on here as well.
Date of experience: June 16, 2024
Reply from Liquid Web Inc.
Your experience falls short of our standards, and we are taking steps to address the issue. Your feedback is crucial in helping us improve, and we appreciate you bringing this matter to our attention. Thank you for your understanding and patience.
I've been helped by Kohl on numerous occasions, and have to say that while I've always had good support in general, Kohl's support and suggestions are exceptional! If possible, when I call for support, I ask if Kohl is available, because I trust the level of support - and the suggestions - he offers.
Do not, under any circumstances, lose him. He is a large reason that we choose Liquid Web to host our sites.
David Steiner
Date of experience: April 22, 2024
