Green Geeks negative review #6089 by Kyle (Kyle@d...) on Aug 2009
Green Geeks got a negative review on and one official response on
3411 Silverside Rd. Tatnall Building #104
Wilmington , DE 19810 US
☎ Phone 1-877-326-7483
📧 sales@g...Kyle ( Kyle@d... )
After 3 weeks hosting my web site at Green Geeks, the hosting server had a crash. My site was down for nearly 60 hours. During this time, no support was available over the phone and only a few emails went out to customers about the problem. Each email was overly optimistic and promised to have all sites back up very shortly. This obviously did not happen. When I finally got someone on the phone he was juggling the conversation on speaker phone while pounding away on his keyboard responding to other customers' emails, etc. After the server was back up Green Geeks offered 3 free months to all customers, but customers had to send an email request to receive this offer rather than having it automatically applied.
Less than one week after this outage, a server reboot caused my website to be down again. The reboot was at 2AM and my site was still down at 10AM. During and after this outage phone calls were not answered, voicemails and emails were not returned, and no explanation was given.
When customer service can be reached, they are unattentive and use technical jargon that most customers, including myself, do not understand.
Cost savings and green hosting do not matter. Down time cost my business more money than any savings could provide and there are other green hosting options.
99.9% guaranteed up-time is false.
Less than 90% up-time in first 30 days of service.
Customer service representatives are inaccessible.
Customer service representatives are unattentive.
Total scam.
Less than one week after this outage, a server reboot caused my website to be down again. The reboot was at 2AM and my site was still down at 10AM. During and after this outage phone calls were not answered, voicemails and emails were not returned, and no explanation was given.
When customer service can be reached, they are unattentive and use technical jargon that most customers, including myself, do not understand.
Cost savings and green hosting do not matter. Down time cost my business more money than any savings could provide and there are other green hosting options.
99.9% guaranteed up-time is false.
Less than 90% up-time in first 30 days of service.
Customer service representatives are inaccessible.
Customer service representatives are unattentive.
Total scam.
This is Trey Gardner owner of Green Geeks.
I would like to say that Kyle's account did suffer downtime as he stated, we saw a server error that had never happened before but we were able to fully restore all clients accounts on that server from our nightly backups once we had the issue sorted out.
During the entire event we had multiple communication avenues communicating with customers via phones (which were busy and fairly difficult to get through) as well as chats (which was our best means of immediate communication) and emails (which sent 8 total updates to the customers during the outage). I Personally manned the chats and calls along with all of our support personnel and I personally was on chat with Kyle several times during the outage communicating with him about what was happening.
In addition during and after the outage I made 2 phone calls to Kyle as I did with several other customers who had asked for or in Kyle's case demanded a personal follow up call from me. During our last call which lasted 45 minutes I had explained to Kyle exactly what had happened, what we were doing at the time to ensure the server stability and to ensure that this could never happen again in our environment. Unfortunately in that call Kyle accepted none of the detailed descriptions of what had taken place nor any of our follow up procedure protocols.
Kyle had a previous call into our support department and spoke with Joe just an hour after the server was restored and was helping a few clients who continued to have some isolated issues with their sites. During that call Joe was chatting online with those customers and chatting to send information to the admins to help those customers restore the rest of the areas of their sites which were still having some issues. Kyle grew angry at Joe for continuing to service those customers on chat rather than talking on the phone with Kyle to have Joe explain more about what had caused the downtime. Joe asked if Kyle could call a little later or if Joe could call Kyle back for an explanation when things had completely stabalized for all the customers and would provide him with that information. Kyle did not appreciate the fact Joe could not devote his time solely to Kyle's inquiry, that Joe still needed to help customers and subsequently Kyle hung up on Joe and did not call Joe back once things had quieted down. We believe Joe acted correctly in this matter and that the customers who were still in need of help should have taken priority at that time.
The communication to Kyle as well as the rest of our customers was honest and non technical about the outage and where we were in the restore process at all times. Kyle is the only one of our customers who has expressed that communication was ineffective during this outage.
This outage was the only one of it's kind in the history of Green Geeks and as we have continued to communicate to our customers (via several emails) since we restored service to all their sites all of the additional safeguards that we have put in place to ensure that this could not occur ever again. We pride ourselves on great service and great customer support and outside of this outage to a portion of our clients we maintain our 99.9% uptime guarantee.
Because of our committment to our 99.9% uptime guarantee we felt it our responsibly to offer our clients compensation for the outage, many of whom have taken our offer without any sort of complaint about having to email us to have it added to their accounts.
We regret that this outage occurred however we do not feel that Kyle's representations are accurate nor fair to the work our support and administration teams have done to make sure that we restored service to our clients, present them with real time information and compensate them for the outage.
Thank you for your consideration,
Trey Gardner
CEO
GreenGeeks.com
Marketing representative ([email protected], ).
I would like to say that Kyle's account did suffer downtime as he stated, we saw a server error that had never happened before but we were able to fully restore all clients accounts on that server from our nightly backups once we had the issue sorted out.
During the entire event we had multiple communication avenues communicating with customers via phones (which were busy and fairly difficult to get through) as well as chats (which was our best means of immediate communication) and emails (which sent 8 total updates to the customers during the outage). I Personally manned the chats and calls along with all of our support personnel and I personally was on chat with Kyle several times during the outage communicating with him about what was happening.
In addition during and after the outage I made 2 phone calls to Kyle as I did with several other customers who had asked for or in Kyle's case demanded a personal follow up call from me. During our last call which lasted 45 minutes I had explained to Kyle exactly what had happened, what we were doing at the time to ensure the server stability and to ensure that this could never happen again in our environment. Unfortunately in that call Kyle accepted none of the detailed descriptions of what had taken place nor any of our follow up procedure protocols.
Kyle had a previous call into our support department and spoke with Joe just an hour after the server was restored and was helping a few clients who continued to have some isolated issues with their sites. During that call Joe was chatting online with those customers and chatting to send information to the admins to help those customers restore the rest of the areas of their sites which were still having some issues. Kyle grew angry at Joe for continuing to service those customers on chat rather than talking on the phone with Kyle to have Joe explain more about what had caused the downtime. Joe asked if Kyle could call a little later or if Joe could call Kyle back for an explanation when things had completely stabalized for all the customers and would provide him with that information. Kyle did not appreciate the fact Joe could not devote his time solely to Kyle's inquiry, that Joe still needed to help customers and subsequently Kyle hung up on Joe and did not call Joe back once things had quieted down. We believe Joe acted correctly in this matter and that the customers who were still in need of help should have taken priority at that time.
The communication to Kyle as well as the rest of our customers was honest and non technical about the outage and where we were in the restore process at all times. Kyle is the only one of our customers who has expressed that communication was ineffective during this outage.
This outage was the only one of it's kind in the history of Green Geeks and as we have continued to communicate to our customers (via several emails) since we restored service to all their sites all of the additional safeguards that we have put in place to ensure that this could not occur ever again. We pride ourselves on great service and great customer support and outside of this outage to a portion of our clients we maintain our 99.9% uptime guarantee.
Because of our committment to our 99.9% uptime guarantee we felt it our responsibly to offer our clients compensation for the outage, many of whom have taken our offer without any sort of complaint about having to email us to have it added to their accounts.
We regret that this outage occurred however we do not feel that Kyle's representations are accurate nor fair to the work our support and administration teams have done to make sure that we restored service to our clients, present them with real time information and compensate them for the outage.
Thank you for your consideration,
Trey Gardner
CEO
GreenGeeks.com
Marketing representative ([email protected], ).
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