Green Geeks negative review #7081 by Vincent D. (soul_sentry05@y...)
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...Vincent D. ( soul_sentry05@y... )
I purchased reseller account at Green Geeks and had a couple of problems during my first few weeks.
First, a DNS problem, I needed to contact level 2 support via email because the tech representative who attended on me via live chat isn’t knowledgeable enough to solve the problem. Actually he can’t figure out the problem and keeps on insisting that everything was okay. I was very frustrated. Next, all my sites were down and I can’t load my cPanel or connect through FTP. I Contacted tech support via email and the first reply I got was, again, “Everything’s okay”. I needed to send another email and explain the problem extensively. (fortunately, I’m a web developer and so I know how web hosting stuff works. If not for my background, the problem may have continued for several days). The tech support guys don’t seem to investigate on issues thoroughly, they may have just done a couple of tests and immediately conclude that “everything’s okay”.
I’d rate Green Geeks 1 out of 10 for customer support. For all the times I contacted them, I never felt like a valued customer. Support staff aren’t nice and friendly, they are even arrogant and rude sometimes (especially those who attend to customers via live chat). I'm thinking of moving to a new host now.
First, a DNS problem, I needed to contact level 2 support via email because the tech representative who attended on me via live chat isn’t knowledgeable enough to solve the problem. Actually he can’t figure out the problem and keeps on insisting that everything was okay. I was very frustrated. Next, all my sites were down and I can’t load my cPanel or connect through FTP. I Contacted tech support via email and the first reply I got was, again, “Everything’s okay”. I needed to send another email and explain the problem extensively. (fortunately, I’m a web developer and so I know how web hosting stuff works. If not for my background, the problem may have continued for several days). The tech support guys don’t seem to investigate on issues thoroughly, they may have just done a couple of tests and immediately conclude that “everything’s okay”.
I’d rate Green Geeks 1 out of 10 for customer support. For all the times I contacted them, I never felt like a valued customer. Support staff aren’t nice and friendly, they are even arrogant and rude sometimes (especially those who attend to customers via live chat). I'm thinking of moving to a new host now.
This is Trey Gardner CEO of Green Geeks.
We do not have a Vincent D listed in our system nor do we have a client with the email address [email protected] listed in our system. I also checked the IP location of where this complaint originated:
Hosting Tools » IP Location Finder »
IP :61.28.177.9
Country: PHILIPPINES , Region: MANILA , City: MANILA
and we do not have any resellers from Manila or the Philippines with the name Vincent D
As far as resellers and FTP, we have an extensive knowledge base available to all customers including how to FTP:
http://www.greengeeks.com/kb/idx.php/19/051/article/Where-can-I-find-FTP-Software.html
and
http://www.greengeeks.com/kb/idx.php/19/050/article/Where-do-I-upload-my-files.html
And we have a reseller Knowledge base section especially for resellers:
http://www.greengeeks.com/kb/idx.php/6/0/Reseller-Hosting.html
Now looking at the issue which Vincent describes may have been due to a blocked IP address which is why in these types of circumstances our agents would be able to see our customers' sites and the reseller would not. Our system blocks IP addresses as a security precaution when someone tries to enter a server with faulty login information too many times. I do not have the chat records to validate whether this chat actually took place.
I am having our technical service manager search through the ticket records to try to find Vincent and make sure that he gets taken care of, again if he is in the system.
As far as our service agents being rude, I personally hire all of our customer service agents and I make sure that not only are they extremely knowledgeable but are also very friendly. Perhaps if Vincent is out of the Philippines there could be a language disconnect in communication that may be misunderstood as perhaps rude, however I know all our agents personally and I am certain that none of them would be rude on purpose or for any reason.
We will continue to try to find Vincent, perhaps he is in the system in a different name and with a different email address, Vincent if you see this please get in touch. Otherwise I might as the reviewers of this complaint to take it with a grain of salt as we do not have a Vincent D from the Philippines with the email address stated in the complaint anywhere in our system.
Thank you and have a great day,
Trey Gardner
Marketing representative ([email protected], ).
We do not have a Vincent D listed in our system nor do we have a client with the email address [email protected] listed in our system. I also checked the IP location of where this complaint originated:
Hosting Tools » IP Location Finder »
IP :61.28.177.9
Country: PHILIPPINES , Region: MANILA , City: MANILA
and we do not have any resellers from Manila or the Philippines with the name Vincent D
As far as resellers and FTP, we have an extensive knowledge base available to all customers including how to FTP:
http://www.greengeeks.com/kb/idx.php/19/051/article/Where-can-I-find-FTP-Software.html
and
http://www.greengeeks.com/kb/idx.php/19/050/article/Where-do-I-upload-my-files.html
And we have a reseller Knowledge base section especially for resellers:
http://www.greengeeks.com/kb/idx.php/6/0/Reseller-Hosting.html
Now looking at the issue which Vincent describes may have been due to a blocked IP address which is why in these types of circumstances our agents would be able to see our customers' sites and the reseller would not. Our system blocks IP addresses as a security precaution when someone tries to enter a server with faulty login information too many times. I do not have the chat records to validate whether this chat actually took place.
I am having our technical service manager search through the ticket records to try to find Vincent and make sure that he gets taken care of, again if he is in the system.
As far as our service agents being rude, I personally hire all of our customer service agents and I make sure that not only are they extremely knowledgeable but are also very friendly. Perhaps if Vincent is out of the Philippines there could be a language disconnect in communication that may be misunderstood as perhaps rude, however I know all our agents personally and I am certain that none of them would be rude on purpose or for any reason.
We will continue to try to find Vincent, perhaps he is in the system in a different name and with a different email address, Vincent if you see this please get in touch. Otherwise I might as the reviewers of this complaint to take it with a grain of salt as we do not have a Vincent D from the Philippines with the email address stated in the complaint anywhere in our system.
Thank you and have a great day,
Trey Gardner
Marketing representative ([email protected], ).
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