Burlee.com - Review Response

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Please note that this form is only for web host company's representatives.  Responses from others will not be posted.  Customers should submit new reviews or email the original reviewer instead.

You are responding to the following review:


good uptime/poor customer service - Review by Brad submitted on January 31, 2003
Customer's web site: www.urstylin.net
Length of time hosted by this company: 1 year - 3 years
Date when last hosted by this company (as of January 31, 2003): Current customer
Plan used: Unlimited
Customer service rating: 3 out of 10
Technical quality rating: 3 out of 10
Cost rating: 5 out of 10
Overall rating: 4 out of 10
First the plusses:
I've never had downtime using the 'unlimited' service plan with Burlee. Recently, though, we wanted to expand the site and add e-commerce.
After explaining the fact that we had only 60+ items to sell, and we weren't expecting any serious server traffic, we were told that our existing 'unlimited' service plan would suffice. We purchased the e-commerce package Storefront 5.0 directly from storefront.net and asked Burlee to make the DNS data connection for us (per their FAQ page). Well, I received a confirmation e-mail from Burlee stating that this had been accomplished. However, I couldn't connect to the MS Access DB they supposedly created for me. I've sent them two separate e-mails, both a week apart with *absolutely no response*. They have experience with the Storefront software, as they sell this package as part of their e-commerce solution, so it should be fairly simple for them to create this connection and/or troubleshoot w/ me. But no - silence from their end for the last two weeks.
Although to be fair, the few times I've contacted customer service via the toll-free 1-800 number, my call has been answered within several minutes.
But still, the technicians I speak to don't seem very technically savvy, and seem (to me) to be reading off pre-written scripts.
I also had a problem FTP'ing to my site, and was told after several back-and-forth e-mails that my IP address had changed. Not sure why it would change, nor why they wouldn't pre-emptively contact me and /tell/ me it was changing - but whatever...
Overall, if you know what you're doing, and/or you're looking for a host for a personal site which doesn't require a lot of technically proficient people to hold your hand, I say go for it.
However, if you're selling products, or if you require a knowledgeable host who will promptly answer questions with solid easy to follow answers, I'd think twice before going w/ Burlee.
Sure, the prices are good, but the canned e-mail responses and lack of technical know-how by their phone support left a bad taste in my mouth.
Caveat Emptor!



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