Webair.Com support
 

I've been a customer of them for years now, have 2 accounts with them. Although I consider them a good hosting company which has always met my needs, I'm pretty much DISAPPOINTED at this point.

I've had an issue with certain sites which were slow for 8 days now. If you can believe that, I couldn't get a quick fix for this. I've opened a ticket which was getting replied every 24+ hours or so (which is unacceptable in my opinion, I use 4 other hosting companies and all of them reply inquiries within minutes). I've asked 3 successive questions within that ticket but none of them got answered, their last answer was 3 days ago! I checked the site again and it says 24/7 support :disgust

Then I talked to MikeM which has always been of great help, we've established a new deal, he launched a Work Order (on March 29) for one of their technicians which had more than 24 hours to complete it... but it's been like 30+ hours and it has not been completed, although yesterday I emailed the technician as well asking about the status of the work.

I won't lengthen this more, I just wanted to share my experience and ask what others have experienced with webair.com support, so please share yours. I'm thinking to actually seek another provider.

your issue is 'my sites are slow'

or were you more specific ?

another webair success story.

Mike and Siggy doing too much blow again

i thought 'twas been gone down the drain years ago

Another Webair success story.

Just keep sending your money to Webair and then come crying here about their support.

Well, slow meaning it takes minutes at best for a site to load and when they finally load they don't display all content. Somehow they're broken, I tried different things upon their suggestion, even move one of them to another account as a test and it worked fine on the new account.

Anyway, my main concern is the fact that their support is actually way SLOWER than it should be. I understood there were some limitations on that account and wanted to upgrade (pay even more), but unfortunately I couldn't do that in a timely manner!

Things went fine until now... what can I say more.

I have a VPS plan with them for over 4 years. Can't complain really. Their live chat support is second to none.

:1orglaugh

Hello Aless,

Please get back to us on ICQ, we have in place a proposed course of action for you and we would like to help you resolve this issue.

8 days later you have a course of action?

what a joke of a company.

It's called "damage control".

Happens in every webair thread.

Another Webair success story :thumbsup

check my sig

/thread closed

Been with Webair for about 7 or 8 years now, nothing bad to report, everything is working fine and the support has been great.

Well, where on icq should I contact you since I see no icq # within your post or signature. I wish you had answered my tickets at least, there are at least two open atm which haven't been answered for 2+ days.

Another satisfied customer:thumbsup:thumbsup

Aless

We offered you a solution to upgrade from a virtual account to a vps account. You did not want to change because you would have to change your Ips. We must change the Ips because the range that you are on in your virtual account are bound to that server and cannot be moved. You are aware of this already. This isn't a support issue. We can move your account once you approve it.

Most hosts throw a ton of accounts on shared servers. Try to find a premium host that limits the accounts on each server for performance stability. Hint Hint

Mike... I did approve the change of IPs, you even created a Work Order for it:

[email protected]
to: [email protected]
date: Thu, Mar 29, 2012 at 11:04 PM
subject: Work Order[#24549] New Work Order Assigned

The work has been assigned to a technician which will start work on Thursday March 29th AM and completed by Friday March 30th 2012 08:00:00 PM.

I sent 2 emails after that as well, none of them replied:

from: [email protected]
to: [email protected]
date: Sat, Mar 31, 2012 at 12:40 AM
subject: Fwd: Work Order[#24549] New Work Order Assigned

Hello,

Could you please inform me regarding the status of this work? I need to those IPs added to my account ASAP.

Regards,
alessandro

The other one was to Work Orders email:

from: [email protected]
to: [email protected]
date: Sat, Mar 31, 2012 at 10:00 AM
subject: Re: Work Order[#24549] New Work Order Assigned
mailed-by: gmail.com

Hello,

It looks like this work order has not been completed yet! It says: "The work has been assigned to a technician which will start work on Thursday March 29th AM and completed by Friday March 30th 2012 08:00:00 PM."

It should have been done yesterday! I mentioned I needed this ASAP, it was URGENT, I'm having troubles with sites hosted on Webair since last Friday, no solution, delays in answering tickets are BIG.

To be honest I'm very disappointed!

####################

Mike, I do appreciate you and your efforts in helping and I suppose this does not entirely depends on you, but the fact remains and I don't enjoy being told there's something wrong on my side on this.

So Work Order (for adding the new IPs in order to move the slow sites) #24549 should have been completed by Friday March 30th 2012 08:00:00 PM, yet it's April 1st and it is NOT completed, although I sent two follow up emails asking for the status of it. Maybe that was your April 1st joke for me.

I think thats is a very valid issue/concern :)

:1orglaugh

:1orglaugh:1orglaugh:1orglaugh:1orglaugh:1orglaugh

Just move your damn sites, are you retarded or something?

Got Desperation?

:2 cents:

Bullshit. :2 cents:

I've never had a bad experience with webair in 6 years.

Yes he is. Next month he will be here crying again about something else.

Webair online support is only quick if you need some basic tasks. If you have some complicated problem, they will move you to the ticket system and those tickets are very slow.

I moved my sites to AdultEUhost and I am satisfied.

No I won't... be sure of that. And this is not about crying, I opened this thread just because I wanted to know if this same issue I had with slow responses is something that happened to others as well.

It sounds like many other hosting companies in regards to a tiered system.

If your shit is minor, it's handled by the Level 1 and 2 techs. There are typically going to be more of these sort available through a work day (i.e. faster turn around). If the issue is more complicated, it is escalated to the Level 3 tech, or queue. These are more complicated task, which take longer to resolve, and there is less staff to deal with them as they tend to be more rare on the whole.

:2 cents:

Before I leave webair.com (preparing another host to move what I have there), I'd wish to send the CEO a letter of complaint. If anyone has a way to contact him please share it here or send it privately on icq.

I may not be a big customer but I strive to believe they handled my issue totally unprofessional and with unbelievable amateurism. My loss because of this issue over 2 weeks exceeds $1K, this can't be just left that way.

mike(at)webair(dot)com

Thank you!

Damn, the amateurs at webair.com are simply incredible. I asked them to only bring my sites to live for 4-5 days until I manage to move the somewhere else. They managed to get them running fine after 12 days and 2 days after that they're completely down. Talked to 2 support members for 7 hours last night, lost half of the night with them... the tech guy assured me in 3 hours everything will be running smoothly, now 8 hours later ABSOLUTELY no change, DOWN.

I have contacts of 4 support members... none is online, I sent messages through ticket and live chat... NOTHING.

If there's still anyone there... RUN RUN RUN... as soon and far as you can.

I'm also looking into filing a report on them at an authority, they're just fucking me off and making me loose even more money.

Sounds like yet another Webair success story!

I find it interesting to see how much energy is spent by some individuals here to bash webair, makes you wonder...


on the other Hand, if you can recommend a solid host, please go ahead (i need a VPS)

Well i couldn't care less about Webair really but this is just a reaction to the tons of people who keep signing up for Webair and then cry about their service here.
And yes i can highly recommend www.reflected.net .
Been with them for 5 years now and can truly say their service is awesome. As well as their servers ofcourse.

I don't think it's bashing. It's more like some of us have been here for so many years, and seen so many threads about Webair fucking people's sites, that we simply go "I can't believe people are STILL this stupid."

I remember years back having a problem and the support was so bad I stopped paying them, I asked to cancel the account with no response.

6 months later they noticed and sent me a nasty email....

There is no support with webair virtual - they take fucking days to read the ticket for fucks sake.

LOL webair its a joke hahaha :1orglaugh

So many trolls here with fake nicks :Oh crap
Been with web­air long time and no problems, but maybe I'm lucky.

I've been hosting with them for years too but I've noticed that the support isn't as good as it used to be...

Tried webair a few times, every time was the worst hosting experience I've ever had.

Thanks!!!

We have also had many issues with them for a long while. In the end we got a servermove from BSD to Linux and our issues disappeared mostly. Took a few years though;-)

We always stayed hoping it would get better. Lately i notice the more experienced guys on live chat seem to be replaced with 'other' techs. Probably good, but not good enough for my issues as i only contact them when its over my head, which unfortunately means mostly over their LP rep's head also.

We've had being down for hours, mysql issues, billing errors, email problems and whatnot. In the end it was always taken care of, but moving servers isn't everything either, which kept us there too.

Reading this isn't comfortable.

Hosting with Webair = asking for trouble.