Suggestion: Better customer service!

[danny]

Lately I've had 3 hard drive failures in so many months, the recent was restored after over a day of being offline but not restored correctly. So email, ftp, cpanel didn't work, Apache config was completely screwed, home directory ownerships where all wrong, yet the engineer had assumed everything was fixed as expected.

I get no real sense of urgency when this things happen with eUKHost. I was previously with LiquidWeb and they would jump on any issues, updating you at every step along the way and understanding how important it is your server was online. With eUKHost I just seem to get the same standard responses:

"Give me a moment please. I am looking into this."

or

"We are working on this issue, and will update you soon."

No matter what I ask. Then waiting around for an age before even any kind of response is received. Currently, I'm wait for my server to be rebuilt for nearly 24 hours after apparently the kernel was corrupted, I can only assume this relates to the screwed up hd replacement as I haven't touched any of the server software myself.

From what started as a good host, I'm now REALLY disappointed and as soon as I can get my server back online I'm shifting to another decent UK host that actually offers prompt support for urgent server issues.

Easily the worst customer service I've ever had for a UK based company!

[AlexP]

Hello Danny,
We extremely regret for the inconvenience caused to you. I am looking your issue with top prority. I will get eveything fix within next few hours and will update your JQN-117-84943 ticket.

[LucasFisher]

So, lets hope now that they will solve this problem. Its definitely very hard to find a good customer service.

[danny]

It did get more of a priority after posting in here... Unfortunately the server still wasn't working correctly, with whm/cpanel not accessable at all after it had been apparently resolved.

I've now moved all my sites to another dedicated server provider which are unfortunately not in the UK, but offer a 30 minute SLA on support emails. I sent an email to their support team last week and it was resolved in just 90 seconds!

I may take another look at eUKHost in the future as I'll be needing some UK hosting but it'll only be if they can improve their support response times. I appreciate I'm not the only one with server issues but I shouldn't have to wait 24 hours to get my server rebooted, nor over 8 hours just for a human response!