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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.
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