ValueWeb Reviews
ValueWeb : ValueWeb Reviews : Lousy!
Jul 22, 2009 by Bubba ()
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to this review here I've been a customer of Valueweb's since around 1998. Up until a year or two ago I would have given them top ratings in everything.
However, something changed. Maybe it was their merger with Hostway. I don't know.
Their main tech support got moved to Sophia, Bulgaria, so now it's hard to understand some of their customer service reps (though not as bad as those in India).
I don't call tech support for simple stuff, so when I call, it's because it's a) Important, and b) over my head, and over the heads of their basic tech support.
Hold times used to be mere minutes, but now it's usually 10 to 18 minutes just to get to talk with someone...in Bulgaria.
Once a tech determines he/she can't help me (duh--i already knew that), they offer to "escalate" the issue. I wish that "escalate" meant "make important" but alas, it does not.
After 2-7 days, I'll usually get an email from tech support stating that the issue was resolved. AND IT USUALLY IS NOT!
I think the techs just mark them Resolved to get them off the desk. Maybe they get a commission on every resolved issue.
When I tried to email with the tech support person who sent the Resolved email, I got no response. Not even a "non-response email address" notice or a bounce. No response. So, to fix the non-resolved issue, I had to call the 800 number, talk to someone in Bulgaria, so through the whole thing all over again just to get the same type of response.
Whenever I tried to talk with a Supervisor, he/she was never available, and I was not even able to leave a message for him/her.
If this is how they treat customers who have been loyal to them for over a decade...wow, I'd hate to be someone just signing up today!