Green Geeks negative review #9361 by Dave Dawes (dave@n...) on 2010
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...Dave Dawes ( dave@n... )
I canceled because of out-of-hours technical support which is mission-critical to me. I needed to sort out a number of problems at the weekend and the support was just not responsive enough.
Previous hosting companies have provided impressive 24/7 customer support via live chat (so you are not waiting hours between emails) but they are not Drupal specialists which is what I needed for this site. The 24/7 support via live chat is only at a very basic level which is mainly regurgitating FAQ links and then asking you to email technical support with anything above that.
A real shame as they seemed a really good ecological web hosting company.
Previous hosting companies have provided impressive 24/7 customer support via live chat (so you are not waiting hours between emails) but they are not Drupal specialists which is what I needed for this site. The 24/7 support via live chat is only at a very basic level which is mainly regurgitating FAQ links and then asking you to email technical support with anything above that.
A real shame as they seemed a really good ecological web hosting company.
Dave,
This is Trey Gardner CEO of Green Geeks. We are sorry to have lost your business and sorry to hear that you feel that our support was inadequate.
I was appraised of Dave's cancellation last week and I did have our quality assurance manager Joe contact him via his cancellation email. I would like to clarify for all of the readers here about our support hours and methods so that they are clear.
Green Geeks offers 24x7x365 live chat and email support as well as phone support from 9am (EST) - Midnight (EST Monday through Friday and phone support from 9am (EST) - 8pm (EST) Saturday and Sunday. Our support personnel are North American and when you call you will be speaking with a friendly, knowledgeable English speaking support representative.
Now our 24x7x365 chat support personnel are our tier 1 representatives. They are very good at assisting our customers with information on how to do a number of things with their web hosting accounts.
Our tier 2 representatives man the phones and help out with some chats but usually are busy handling the support email requests.
Our tier 3 reps are our server admins. The admins are handling the servers making sure that they are running properly and they are assisting the level 2 technicians with any email issues which may be over the tier 2 reps' heads.
For areas of support which require more research in terms of directing customers on how to do specific functions for their web sites, (like how to modify a specific module within Drupal) due to the fact that research needs to be done on our part to get the correct information to the customer we handle those requests by email because handling them by chat is inefficient. If we handled research related issues by chat or by phone we could have numerous customers at the same time, backed up, waiting on chat or on the phones for information that we are busy doing research on. In these instances we request that the customers submit a support ticket request so that our staff who are dedicated to the tickets can concentrate on doing the research and getting the proper information to the customers.
You can learn more about our support services:
http://www.greengeeks.com/why-us/wu-support.php
And You can get support by going to:
http://www.greengeeks.com/support/main.php
Dave also mentions that our staff are not Drupal experts. Since Drupal is an ever growing 3rd party open source software program supported by thousands of Drupal webmasters we rely upon the expertise of the people we work with at Drupal.org for supporting their 3rd party product (since after all they know it best).
Drupal.org has tons of places to go to get Drupal specific assistance. In addition our Drupal clients can go to:
http://www.greengeeks.com/kb/idx.php/37/0/DRUPAL-Hosting.html
to get to our Drupal FAQ area which will help direct our clients to the areas on Drupal where they can learn to do specific things. We also have a Drupal video tutorials section.
Green Geeks servers are configured to allow the current and the upcoming future new release of Drupal 7 as you can see from our server configurations:
http://www.greengeeks.com/phpinfo.php
and which you can read about at:
http://www.greengeeks.com/kb/idx.php/37/149/article/DRUPAL-SYSTEM-REQUIREMENTS--How-does-Green-Geeks-support-Drupal-users.html
In addition we work closely with some of the head people at the Drupal association and we have confirmed that our servers have the latest installations for the Drupal software program so that our clients have the very latest security and functionality.
Green Geeks is a recommended Drupal hosting provider which you can see on their site and we were chosen to be the official Drupal web hosting company for the Drupal For Dummies help book released late 2009.
Again I extend my apologies to Dave. I would like to say however we believe that as a company that we have structured our support department so that we are handling our customers questions and issues in a manner to provide the very best, and fastest method to provide accurate information and resolutions to our clients' needs.
In addition we are proud of our capabilities with regard to supporting Drupal customers and we believe we have created a terrific environment for our Drupal clients and we understand that with a program like Drupal there are going to be some very specific inquiries from our clients who would be best served by getting the absolute exact answer to those questions by the Drupal community and we have worked hard to make sure that we have all of the proper guides so that those customers can receive that correct information from the Drupal association.
Thank you and good luck with your web site projects,
Trey Gardner
Marketing representative ([email protected], ).
This is Trey Gardner CEO of Green Geeks. We are sorry to have lost your business and sorry to hear that you feel that our support was inadequate.
I was appraised of Dave's cancellation last week and I did have our quality assurance manager Joe contact him via his cancellation email. I would like to clarify for all of the readers here about our support hours and methods so that they are clear.
Green Geeks offers 24x7x365 live chat and email support as well as phone support from 9am (EST) - Midnight (EST Monday through Friday and phone support from 9am (EST) - 8pm (EST) Saturday and Sunday. Our support personnel are North American and when you call you will be speaking with a friendly, knowledgeable English speaking support representative.
Now our 24x7x365 chat support personnel are our tier 1 representatives. They are very good at assisting our customers with information on how to do a number of things with their web hosting accounts.
Our tier 2 representatives man the phones and help out with some chats but usually are busy handling the support email requests.
Our tier 3 reps are our server admins. The admins are handling the servers making sure that they are running properly and they are assisting the level 2 technicians with any email issues which may be over the tier 2 reps' heads.
For areas of support which require more research in terms of directing customers on how to do specific functions for their web sites, (like how to modify a specific module within Drupal) due to the fact that research needs to be done on our part to get the correct information to the customer we handle those requests by email because handling them by chat is inefficient. If we handled research related issues by chat or by phone we could have numerous customers at the same time, backed up, waiting on chat or on the phones for information that we are busy doing research on. In these instances we request that the customers submit a support ticket request so that our staff who are dedicated to the tickets can concentrate on doing the research and getting the proper information to the customers.
You can learn more about our support services:
http://www.greengeeks.com/why-us/wu-support.php
And You can get support by going to:
http://www.greengeeks.com/support/main.php
Dave also mentions that our staff are not Drupal experts. Since Drupal is an ever growing 3rd party open source software program supported by thousands of Drupal webmasters we rely upon the expertise of the people we work with at Drupal.org for supporting their 3rd party product (since after all they know it best).
Drupal.org has tons of places to go to get Drupal specific assistance. In addition our Drupal clients can go to:
http://www.greengeeks.com/kb/idx.php/37/0/DRUPAL-Hosting.html
to get to our Drupal FAQ area which will help direct our clients to the areas on Drupal where they can learn to do specific things. We also have a Drupal video tutorials section.
Green Geeks servers are configured to allow the current and the upcoming future new release of Drupal 7 as you can see from our server configurations:
http://www.greengeeks.com/phpinfo.php
and which you can read about at:
http://www.greengeeks.com/kb/idx.php/37/149/article/DRUPAL-SYSTEM-REQUIREMENTS--How-does-Green-Geeks-support-Drupal-users.html
In addition we work closely with some of the head people at the Drupal association and we have confirmed that our servers have the latest installations for the Drupal software program so that our clients have the very latest security and functionality.
Green Geeks is a recommended Drupal hosting provider which you can see on their site and we were chosen to be the official Drupal web hosting company for the Drupal For Dummies help book released late 2009.
Again I extend my apologies to Dave. I would like to say however we believe that as a company that we have structured our support department so that we are handling our customers questions and issues in a manner to provide the very best, and fastest method to provide accurate information and resolutions to our clients' needs.
In addition we are proud of our capabilities with regard to supporting Drupal customers and we believe we have created a terrific environment for our Drupal clients and we understand that with a program like Drupal there are going to be some very specific inquiries from our clients who would be best served by getting the absolute exact answer to those questions by the Drupal community and we have worked hard to make sure that we have all of the proper guides so that those customers can receive that correct information from the Drupal association.
Thank you and good luck with your web site projects,
Trey Gardner
Marketing representative ([email protected], ).
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