Cpvr
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According to a recent Reddit post, Liquidweb has removed their main support line for customer service(phone support):
Goodbye Liquid Web Support
My long-time server provider Liquid Web has rug-pulled their phone support without notice. I wondered why until I bullied my way past sales. Pretty sure the old folks were ****-canned. Guy I talked to was clueless and "new" to Liquid Web. He was obviously not a member of the team that I've been talking to and relying on for many years.
It truly impresses me that someone was able to take some of the best tech support I've known and turn it into some of the worst in about 48 hours. It doesn't bode well for the future of my favorite server provider.
To the amazing and fabulous former Dedicated Server Support Team at Liquid Web, I would like to say **Thank You** for your years of fabulous and professional support. You will be truly missed! Your talent and dependability were the driver of my loyalty to the Liquid Web brand. Now that you are gone, there's little reason for me to stay. I can get hosting with mediocre support anywhere for a lot less than I have been paying Liquid Web.
This was a result of their recent staff cuts from the sale of their company:
“
The recent round of cuts they did axed all of the remaining normal support techs. Some are moving onto alternate roles but most are taking the offered severance. A lot of good techs I know got let go. The upside is they're all talented and hopefully land on their feet. I don't believe there are any remaining US based support technicians. Honestly it's funny because the first offshore group we had wasn't bad. But then they just kept outsourcing more and the quality kept declining.
Add that to the fact that support techs being asked to sell products and upsell all the time put a lot of pressure on everyone and at that point their first objective was to sell and not fix. That's one thing I think is being overlooked quite a bit here actually. Even I was under pressure to sell as well but I usually barely hit the cut, and was given slack because I was very productive in actually fixing ****. One reason it's so hard to get support now is because the technicians you're talking to first think about what they can sell you to fix the problem. That is very real and ongoing. Especially because the new batch we brought in, is paid according to their local wages and whatnot in their offshore country. So I know for a fact that those guys have sold a lot and doubled their pay based on sales commission because the ratio of commissions to actual pay was incentive to sell only and not do actual work. If y'all have any more questions feel free I know quite a bit about the workings that happened at that time. I also will never post a false statement about the company, because it's so easy to find true statements that are explaining the downfall of this place.”
“I'm pretty sure most all original folks have been let go now. This most recent investment firm that purchased them last year has really been cutting the fat to try and make their investment back. That includes gutting the Lansing office, laying off most US staff, 12% price increase, and now dropping phone support.
what are your thoughts on Liquidweb removing their direct support line for their customers? Do you think having phone support is still highly important?
Goodbye Liquid Web Support
My long-time server provider Liquid Web has rug-pulled their phone support without notice. I wondered why until I bullied my way past sales. Pretty sure the old folks were ****-canned. Guy I talked to was clueless and "new" to Liquid Web. He was obviously not a member of the team that I've been talking to and relying on for many years.
It truly impresses me that someone was able to take some of the best tech support I've known and turn it into some of the worst in about 48 hours. It doesn't bode well for the future of my favorite server provider.
To the amazing and fabulous former Dedicated Server Support Team at Liquid Web, I would like to say **Thank You** for your years of fabulous and professional support. You will be truly missed! Your talent and dependability were the driver of my loyalty to the Liquid Web brand. Now that you are gone, there's little reason for me to stay. I can get hosting with mediocre support anywhere for a lot less than I have been paying Liquid Web.
This was a result of their recent staff cuts from the sale of their company:
“
The recent round of cuts they did axed all of the remaining normal support techs. Some are moving onto alternate roles but most are taking the offered severance. A lot of good techs I know got let go. The upside is they're all talented and hopefully land on their feet. I don't believe there are any remaining US based support technicians. Honestly it's funny because the first offshore group we had wasn't bad. But then they just kept outsourcing more and the quality kept declining.
Add that to the fact that support techs being asked to sell products and upsell all the time put a lot of pressure on everyone and at that point their first objective was to sell and not fix. That's one thing I think is being overlooked quite a bit here actually. Even I was under pressure to sell as well but I usually barely hit the cut, and was given slack because I was very productive in actually fixing ****. One reason it's so hard to get support now is because the technicians you're talking to first think about what they can sell you to fix the problem. That is very real and ongoing. Especially because the new batch we brought in, is paid according to their local wages and whatnot in their offshore country. So I know for a fact that those guys have sold a lot and doubled their pay based on sales commission because the ratio of commissions to actual pay was incentive to sell only and not do actual work. If y'all have any more questions feel free I know quite a bit about the workings that happened at that time. I also will never post a false statement about the company, because it's so easy to find true statements that are explaining the downfall of this place.”
“I'm pretty sure most all original folks have been let go now. This most recent investment firm that purchased them last year has really been cutting the fat to try and make their investment back. That includes gutting the Lansing office, laying off most US staff, 12% price increase, and now dropping phone support.
what are your thoughts on Liquidweb removing their direct support line for their customers? Do you think having phone support is still highly important?
