Below is a transcript of what I went through today, and the issue is still not resolved. I was trying to let Eleven2.com know that their servers were being blacklisted and they wouldn’t listen to me or even consider adding a ticket to look up the issue.
This kind of thing infuriates me, as a community evangelist.
The background on this is that I had once promoted Eleven2 and told people they were wonderful. Over the past few years, their support has degraded and their commitment to excellence has declined into a horrific experience.
If I ever told you to work with them in the past, I now recant. Please, go somewhere else, like ASmallOrange.com who has the best customer service and services I’ve experienced from a company. ASmallOrange rocks. Eleven2 should be canned.
Eleven2: hey, how may we help?
me: Hi, my emails are getting blacklisted for our server: [url] Baracuda and Outblaze are both blocking now. server is the one that holds perfectspace.com on it
Eleven2: have you submitted a ticket about this?
me: I can’t… I don’t have access. does it matter? your servers are being blocked because you have a spammer on one of them
Eleven2: hmm.. shoot an IM to [removed].. he might be able to assist you
me: his IM says Idle. can’t you do something about it?
Eleven2: hmm.. are you being hosted by a reseller of eleven2?
me: yes, i used to own the reseller company, but sold it to someone else. the point is your servers are being blacklisted
Eleven2: okay, you’d have to have the owner of the reseller submit a ticket about the issue. we can’t assist you directly
me: So, you’re telling me that you can’t even research the fact that your servers are being blacklisted, hurting many more clients than just me, because you have a protocol that forbids people who used to have a relationship with Eleven2 to contact you directly?
Eleven2: if you submit a ticket about the issue, we can assess the issue
So, I went to Rodney, the owner of the company when I saw him come back online.
me: Rodney, your servers are currently being blacklisted by Outblaze and Baracuda.
Rodney (Owner of Eleven2.com): can you submit a ticket with the error message and we will look into it.
me: unfortunately i can’t because i sold my reseller company to someone else. I can’t get a hold of them.
Rodney: ok, then i cannot help you. that is the only way we can get that done
me: are you kidding?
Rodney: all of our support is done through VIP
me: i understand that, but your servers are blacklisted. You can’t fix or research that because I’m not your client directly anymore? It’s affecting more than just me.. it’s affecting your whole server with that IP.
Rodney: i understand, we may alreayd be aware of it. which is why i need you to submit a ticket so we can look into it. we have over 600 servers, so we have to keep track of stuff through that, which is why we only provide support to our customers
me: I AM your customer… not directly, but I am still your customer. I understand the workload is not your issue, which is why you have resellers… but this is not a reseller problem. How about you just submit the ticket, since I can’t get ahold of the reseller, and say “thanks for letting us know”? Here’s the link: [url]
Rodney: i understnad, you will need to submit a ticket for that. i cannot even look into that legally or be talking to yuo. and btw, you are not a customer of eleven2, as if you are, you would have VIP access and would be able to submit a ticket, that is all you need todo, we are here 24/7 for you, and i am sorry your hosting company is not, but we cannot assist you as you not a eleven2 customer. take care!
me: Awesome. Nice work Rodney. I wish you the best on your awesome customer support.
Rodney: thank you! if you signup with us, you will get to experience our awesome support!
Again, please, if you’re with Eleven2.com, move away. Don’t use them. Spare yourself the headache. It’s taken me about a year to get to the point of writing this post. But this is the straw that broke the camel’s back.
I’m sorry, but this blog might be down in the next few days as I plan on moving hosts probably tomorrow evening.
Update: I did get a hold of my host, the reseller. They plan on leaving Eleven2 as well because, “eleven2 seems to have gone to the crapper”. See, it’s not just me.
[tags] eleven2, web hosting, hosting, websites, cheap, customer service, service, support, evil[/tags]