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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:
| Interland - Review by
Anonymous submitted on April 24, 2003 |
| Customer's web site: N/A |
| Length of time hosted by this company: 1 year - 3 years |
| Date when last hosted by this company (as of April 24, 2003): Current customer |
| Plan used: VServer |
| Customer service rating: 1 out of 10 |
| Technical quality rating: 1 out of 10 |
| Cost rating: 3 out of 10 |
| Overall rating: 1 out of 10 |
The great thing about hosting with Interland is you know things cannot get any worse. Interland has set a benchmark in poor service which is hard to surpass.
I stick with Interland because they are the devil you know. There are no surprises. Their service is poor, their customer relations are worse and they make little attempt to hide it. When you play a game of "InterTicker" (or Interland Support Ticket System) you know the game could last for weeks.
Interland promises 24/7 support and they deliver on their promise (in as far as it true that you may submit a ticket 24/7). The promise ends there. Their first answer takes usually takes 2-3 days. As sure as your last support experience was pure hell, you can bet your next is going to be no different.
Their first 'solution' is invariably wrong. But spare a thought for their support staff (under-staffed or under-trained?), do they really have the time to read your problem? Clearly not, because they just skim through it. And so they generally completely misunderstand the problem.
As a result it is necessary to re-open the support ticket. This means your ticket goes to the back of the queue while you wait another 2-3 days. If you are lucky, the second reply may be adequate, so you will have waited 6 or 7 days in total. This must be 24/7 support in action.
Alas! This would not be Interland if things were always this prompt. I have in the past waited 21 days while Interland attempted to correctly setup a zone file for a domain. On major issues, support staff first go through a period of denial which last 7 - 9 days. This is followed by a period of pure incompetence which can last up to 5 days. Finally, after the head-scratching is complete, the staff must actually begin to work on the problem because then it is only another 5 or 10 days and they sort it out.
During these delays, you can mail any Interland address you can find. As you get desperate and you begin losing your own customers due to your hosting problem, you might even try the sales department and moan to your sales rep. The great thing about Interland is their ability to ignore you. You can fathom their staff's likely e-mail addresses by assembling the probable address using their surname and initial @interland.com. You know it reached them because it never bounced. Hell, you can fill in as many feedback forms as you like, but Interland just don't give one iota. It is remarkable that no matter what lengths you go to, they simply do not care. This is also evident by their lack of response to a public forum such as this one.
The one good thing about these delays is they give you an opportunity to warn others. Like now, I have been waiting for a reply from them for 6 days. After 3 days, Interland gave their standard robotic (and incorrect) answer...and then closed my ticket on the 6th day.
In terms of support, I have come to expect nothing from Interland, and this is exactly what I get. A big 'Thank You' to Interland! You never cease to amaze me. In my books you will always be No.1 (so what if it's from the bottom).
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