.................................................. ......

I just signed up for a dedicated server from them, hope I dont run into trouble ><

We was with them a few years back had nothing but mysql problems and apache problems all the time. Glad we switched. As far as we are concerned with the experience we had with them is that webair sucks.

Garyh

Webair support threads are hilarious. They've bought about as many sigs here as they have disgruntled ex-customers from here just to keep things even.

Here's the problem I had with their support.....I'm not calling names or bashing or anything, this is straight up constructive criticism and if they pay attention it could go a long way towards making their customers happy.

If I had a problem and turned in a ticket, it would take a minimum of 24 hours for someone to look at the ticket. Seriously.
So for anything more important than adding a new domain or email address I couldn't use the ticket system, I had to call.
So I would call, and to their credit someone would always answer....I would explain the problem and that person would tell me they were on it, and then hang up.

An hour or two would go by and the problem wasn't fixed. So I called back, asked for the tech I spoke with earlier, but that tech wasn't there anymore....so I had to explain everything all over again to a new tech who told me he was on it....and hung up....and the process repeated itself all over again.

A ticket system is preferable, because you can keep track of things...what time it was submitted, who worked on it, what they did, when did it get handed off to someone else....etc.....but if you don't answer tickets in a timely fashion, then that system is useless and customers are forced to call.
Then your techs spend all their time on the phone and not answering tickets, and the problem perpetuates itself, and since there's no system to keep track of what was done via phone support, you end up with alot of problems not being fixed and alot of pissed off customers on the boards bitching about Webair.

My advice would be to ditch the phone support altogether and just stick with a priority ticket system. Some of the best tech support I've ever had was from hosts who didn't offer phone support.

If you insist on keeping the phone support then at least require the techs to create a ticket for every phone call and document what was done and not done so shit doesn't slip through the cracks.

That's why I left Webair a long time ago....getting support was too much of a headache. :2 cents:

They obviously have two lines of workers. The front row guys don't know their stuff very well.
You should have asked to get a senior tech to work on it.

you shouldn't have to ask for ANYONE, the work should just GET DONE

Exactly !!!!! and this is just one of the reasons to host with a Superior Quality host like TechieMedia. You will never have any support issues with these guys, NEVER.

:2 cents:

Webair has the worst support of any hosting company I've ever been with (except for maybe a couple that are no longer in business).

Good to hear you're happy as well. But it didn't surprise me :winkwink:

:pimp:pimp:pimp

-=- ! QFT ! -=-

Ray is totally right here on all points.

Outside of all that, it IS asking a lot for a host to monitor your server if it truly does fall in the un-managed category. Here's why - simply put that does not work in scale with hundreds or thousands of servers. First, it has a monitoring system paging techs all the time when it's not supposed to be. If a server is truly unmanaged, there is no proper response from the host. You may have screwed the server up, rebooted it yourself, turned off a service intentionally.... you don't want a host rebooting something that you just rebooted. Case in point, managed should be managed and done by a clear set of standards and practices. Un-managed is just that, it's a server that's priced like an auto rental: it's your job to drive yourself.

Brad

Man.. me chiming in on a "me too" post that Brad makes? What is this world coming to?!

But yes. Me too. I fully agree.

Managed is managed. Things are setup in a specific manner so technical staff can quickly, and efficiently diagnose a problem that may occur. Every time we've ceded to a customer and given them administrative privileges on a machine it has led to nothing but problems due to unmaintainable and undocumented changes being made.

When I can login to a machine and *know* certain things are setup in a certain way, so I don't need to go through a 500 point bullet list of things to check, I can *very* quickly delve into where I believe the problem might lie. If I have to go through 50 config files in a chain of troubleshooting that a customer may or may not have edited.. Well, it that exponentially wastes both my time, and increases the time your site is down. Don't even get me started on the "control panel" software out there... :)

While I cannot speak for anyone else, believe it or not, we truly *do* care that your site is down or not performing to your expectations. Over all my years in this business, when a customer is down or otherwise upset, I still cannot sleep, and get that huge knot in my stomach until it is fully resolved. When that goes away, I will know it's time to quit this business. Truly, when folks are effected by our screwups I do show physical signs of distress and will do whatever it takes to make things right again.

I know other hosts here are very similar. Some are not. Choose wisely!

If you go unmanaged, then understand this. Does your server ping? Yes? Is the hardware functional? Yes? Then guess what? Your host just fulfilled their end of the bargain. If you broke some software, it is entirely and 100% your issue to resolve. Hopefully your host DOES care, and will assist you, but do realize this is far and beyond what they "have" to or even should be doing.

I do agree that one of my pet peeves is customers calling in asking for a "regular reboot" just because.. Someone told them they should reboot their server every week or whatever. If you have someone competent running your systems, you should have uptimes measured in years. The only reboots necessary would be for critical kernel upgrades when/if security or performance issues arise. If you are having stuff being rebooted more than that, something is wrong with either your server configuration, your application(s), or the machine is underpowered.

Regards,

-Phil

Here's my experience with Webair... read about halfway down to see the actual timeline of events versus what they claimed... it was 3 hours before I even received an automated email saying my server was dead!

http://www.gofuckyourself.com/showthread.php?t=807012

I should add that was the only major problem I could recall - it wasn't like my server was going down every second day. I left them once my contract was up anyway.

I switched my hosting to Webair recently. Big mistake. I've been with them for about 2 weeks... and my sites have been spotty ever since. They tell me its a problem with routing and it's not their fault. Hmmm. They told me a tech was looking into it and I'd get an answer within 30 minutes... 4 hours later I had to call back and ask WTF is going on. The guy got an attitude with me... told me that other things came up that they had to deal with. I'm not bullshitting with these people anymore. Webair is horrible!

You really should talk to the people at www.techiemedia.com Never any issues with them and the support is by far the best in the biz period. I moved to them a bit over a year ago after trying several other "well known" hosts and all I can say is nobody even comes close.:2 cents::2 cents:

Webair is seriously the worst host ever.

I'm with National Net all the way.

Even before I was with National Net, I had a problem that our current host couldn't solve. Tony Morgan got wind of my problem, somehow magically got my cell phone number, called me at like 3am my time, and spent an hour on the phone with me trying to unfuck my problem - with another hosting company. Less than six months later we moved to National Net and I've never looked back. When I put in a work order at 3am their time, they respond quickly - and they always pick up the telephone no matter what time of the night or morning it is.

Top notch.

WebAir Sucks.

After reading this thread, I don't think I'll ever host with webair.

I used them b4 and they SUCK!
And their support SUCKS!!!

I have had a couple Webair accounts for years now and the few times I have needed support it took at least a few days to a couple weeks.

hmmmm seems fishy to me

I missed the original - there's no way you can be talking about Dave. He's been talking up your services since, shit, at least 2005.

what seems fishy?

Webair totally sucks balls. I want my money back! Let's see if they honor their refund policy.

if you got an emergency you gotta call them. Work your way up the food chain.

:thumbsup

Enough said.

:thumbsup

great reply!

:1orglaugh

No shit!! :1orglaugh:1orglaugh:1orglaugh

but hey what else can they say??

Well said I fucking love Mojo. :thumbsup

Mark

Here is what you do, search gfy for webair then search gfy for mojohost. I think you might be shocked what you find LOL.

Mark

see my sig

My point here is why bump a thread from over 6 months ago. What is your user id email it to me personally [email protected] and i will post exactly what the real issue is. Wether it's a virtual, or managed dedicated account, and put the facts on the line.

Additionally, i see a threat post count of what 89? and yes that seems somewhat odd to me =)

Common guys let's get all the facts straight. Webair hosts close to 100K ips now and growing, we have 6 locations! We offer more services than any other host out there from cloud hosting, managed hosting, to our own CDN network. Of course you shouldn't ha ve to wait 4 hours to have a ticket completed. Our average response time varies depending upon the situation as with every host.

Billy, send me your info I'll look into it personally, if we are at fault i'll fix the issue and host you for free for 6 months.

Fair enough? :)

I rarely have to wait for issues to get resolved.

Normally I call them directly and actually speak to someone... usually at 3am.

Thanks PW

This is usually the case...We always go above and beyond for our clients. Again this one seems kinda of odd to me.

old therad bump
89 post count
no details

If i am incorrect and we are at fault I will more than make it up to the client... if he truly is one. We have made GREAT STRIDES to im prove our ticket response time over the past year or so. We deal with thousands of clients. There Are huge differences between Webair and other hosts out there. If one of my employees said there is something more important for him to attend than the client he was working with he would be fired on the spot. We treat our clients like family. If we didn't we wouldn't be in business for over 13 years now.

Again, let's get all the details and put them all on the table and take it from there. My personal contact info is no secret =) see sig...:)

I don't mean to be a prick, but anyone who hosts with webair really does deserve what they get. There have been almost daily webair threads for years now and still people go with them, so no sympathy at all... you have seen the crap and you decided to go with a shit host to save a few bucks.

Theres 2 reasons why you see threads for Webair more than some hosts.

1. Webair handles more clients than most hosts and, if you haven't noticed, has packages that are great for absolute beginners as well as great deals for the big guys. So, you have more little guys that don't know shit from shit posting crap on the boards about problems they often created instead of doing what experienced guys would do... picking up the phone, using instant chat, ICQ and so on. The other hosts barely even market to the little guys anymore just so they don't have to deal with these problems.

2. Anyone who's been around as long as I have has seen how catty the hosting game is. Fake nicks pop up every other month trashing hosts like Webair.


Take what you see and discount about 90% of the bullshit when it comes to hosting piss threads on this board.

I have a server with them and there's always someone that can help me in the LiveChat.....

Jo vaig tenir molts mal de caps de Webair.

good post Pornwolf. Thats exactly how I chose Webair. I wanted a host with a solid network and reliability. If im down im not making money. Im never down at Webair.

Usually the ticket responses are good too. Chris, Lew and some of the other techs are top notch. I never had a problem long enough to effect business because these guys are on their game.
:thumbsup

give natnet a try. i just submitted a ticket right this moment, and guess what: by the time i post this message, they will reply to it... :)

lol, guess what? they solved the problem (hosting for 10 domains) and closed the ticket already... :) check out the previous message time... :)

Move on. Find better service.

Mike,

I've called tech support several times and I've had a ticket open for a while (#485473). I'm virtual and they've been telling me that it was first DNS and now a routing issue. I was told that since I'm in Japan the routing must be taking too long because it's so far away. What?! Then I was told that my site was working fine by several of your support team even though I sent trace routes that timed out from various locations. I asked people in vancouver, tokyo, miami...etc. to check the site and it's been down.

I'll email you as well but I'm sure you can check the details using the ticket number.

I did a search for Webair and this thread popped up. So this is the one I bumped. If you can fix the issue I'll be sure to let everyone know the good news just as I'm letting everyone know right now how shitty the service has been since I made the move.





Billy

been with Webair over 4 years now and they have been great.

I started with a small cheapo shared plan back then and upgraded to my own servers over time. they treated me like I was a big spender when i was paying just $9 a month back then and that always impressed me and I grew with them.

they have been in business forever and thats important to me knowing they are in it for the long haul and not some fly by night reseller. I always get the support I need when needed. If you have an issue just work it out with them and they will get you right. :2 cents:

I have never had any problems with Webair yet. I am hosting with them for 3 years now :2 cents:

No problems at all

That was the plan until they kept telling me all was fine. I was checking myself and it was down. Tell me that wouldn't piss you off.

I'm a small cheapo shared plan now BTW.

Just missed the hole aciton.

WEBAIR - the host for people who don't know any better. :thumbsup