Zero response to support tickets

  • andrewtgh

    (@andrewtgh)


    1 month ago

    I’d been using this software for years, with mostly positive experience. Until I tried reaching out for support for a billing/licencing issue under the “new” Liquid Web ownership. Absolutely no response to any of the three support tickets I’ve raised – I get an acknowledgement, so I know it’s not a spam filter problem. They just seem to have stopped responding. I would now recommend that potential customers avoid this software like the plague due to lack of support, which is a shame because it used to work very well for our needs. We’re now starting a project to assess alternatives and switch over.

Viewing 1 replies (of 1 total)
  • Plugin Support Darian

    (@d0153)

    17 hours, 51 minutes ago

    Hi @andrewtgh

    Thank you for taking the time to share your experience. I understand why this has been frustrating, especially after being a long-time user of our software.

    I can see how receiving an acknowledgement for each support request but not receiving a follow-up would leave you disappointed. That’s certainly not the experience we want our customers to have.

    I also understand your decision to evaluate other solutions. While we’re disappointed to hear that, we appreciate your honest feedback, and I’ll make sure it’s shared with the appropriate team.

    If you’re still willing, could you please share one of your support ticket numbers? I’d like to review what happened with your previous requests, check their current status, and respond accordingly.

    Thank you again for taking the time to let us know about your experience. If there’s still an opportunity to assist you, I’d be happy to help.

Viewing 1 replies (of 1 total)

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