26 Feb 2014
David W. Valentin
I'm writing to compliment you on your level of Customer Service. It is just fantastic and I've already started spreading the word to my peers and colleagues.
The way I came to SiteGround was through pain and hardship. The
previous host for my company's website were heinous. Our site went down (to NO fault of our own) the week that I had sales reps on the ground at the SXSW convention. The timing could NOT have been worse and the response time was something like three days. It was awful. There was no support, except for empty loop speak on in a chat window. You know responses like, "Our technicians are working on it at this time blah blah blah."
So needless to say I suffer from acute PTSD when it comes to my
website. AE35 Media is a start up. We are a small company and as such everyone has to wear many hats and do things that are WAY WAY out of our normal comfort zones. After the SXSW debacle I did the research on my own and decided on SiteGround because your company's online reviews are terrific and your sites virtually never go down.
So a few days ago, I logged into our site and found that the SiteGround curtain had gone up. I'm making the distinction because the site wasn't down. It was just...I dunno...hidden. So I was bracing for the absolute worst when I called the help number and was kinda blown away when a very nice man by the name of Petar picked up, introduced himself and had my site back up and visible in under 5 min. Seriously. It was so easy and painless I was taken aback by it.
Well it turns out (again, thanx to Petar) that our site was curtailed
because we exceeded our traffic allocations. Somehow another site
we/you are hosting for us gained 600,000 hits in under a month. I have no idea where the traffic came from or even if it was real or bots.
The reality is that I don't care. It was for a site for a project that isn't going well and is slated for shelving. All I knew is that I didn't want my own site to go down. So I talked with Petar and he helped me decide that we should upgrade my plan that would migrate our servers.
I gave the go ahead on it and the whole thing happened in under 12
hours. Seriously seamless.
Now there were a couple of loose ends on my end that I didn't anticipate as well...I'm not my company's web guy normally. But I knew enough that the changing of the servers would mean that a couple of things had to be re pointed, and the email server would have to be altered (which meant opening new accounts in our enduser's clients) and I wouldn't be able to access the login window for the back end via my old book marks. And of course I couldn't have been smart enough to think of all of this "stuff" all at once. So over the next couple of days I took advantage of your company's chat room options.
I chatted with Iliya, Gergana and today Olga.
In all earnestness, this is hands down, without question or exception
the BEST Customer Service I have ever received at any time pertaining to ANY online service. All three representatives were courteous,
thoroughly knowledgeable and incredibly helpful. Whatever kind of
training you've given them is exceptional and SiteGround and the level of service you provide should become the standard by which all other
companies are measured. Give the four of them a raise...some sort of
commendation because even though I am in the business of media I am in fact one of the dimmest folks there is when it comes to navigating
things online. Rooting around in the architecture of my site or
accessing the Cpanel is just not something I'm comfortable with, but
all of your reps never...ever..not once made me feel like the bozo that I am. They actually TAUGHT me some things. And now? Now I know just enough to run my business better.
I have confidence now. Because even though I have no real clue what do when problems arise, I do know that your company and your team of
customers reps DO know what to do when I end up on their doorstep.
Thank you for proving to me and everyone I tell that site hosting is in fact a business that when its done well can be a source of pride for all site owners big or small.