Comments on: Customer Service Hell in Web Hosting (Eleven2.com)

By: eleven2 customer

eleven2 customer — Wed, 14 Oct 2009 23:26:41 +0000

I’ve also had many struggles with the Eleven2 support. Any time I directly address their poor support, they all but ridicule me. A small company should be able to react quickly and provide some level of transparency when extended downtime takes place. Eleven2 has done very poorly at keeping me (a paying, ticket-submitting, reselling customer) informed of the issues, so that I could in turn keep my clients informed.

Waiting for my current plan to run out so I can switch. Probably to MediaTemple or ASO.

By: David

David — Sun, 26 Jul 2009 11:50:12 +0000

Eleven2, is the worst hosting company that we ever dealt with. We will no longer do business with them. I’m saying this with no hidden agenda, stay away from Eleven2 it’s A BIG SCAM!!!!!!!!!!!!!!!!!

By: nate

nate — Wed, 04 Feb 2009 22:33:01 +0000

Darren,

Thanks for the comment, but “smugness”? I don’t expect the same “support” for me. I do expect a company to look at their own problems whether a customer brings it up or someone outside the company.

The fact I used to be a customer really doesn’t play much of a part in it except for the part where I could be trusted because I was with them from pretty much the beginning of their existence, referring customers, not complaining throughout the years, etc.

What really went on here was that this company had (I’m assuming still has) no process for taking help and feedback from anyone other than their own customers (which honestly wasn’t that great even as a customer towards the end of my time with them). They would rather be ignorant.

By: Darren

Darren — Wed, 04 Feb 2009 21:16:08 +0000

I’m pretty amazed no one here sees through the “smugness” of the OP! He was a customer, sold his reseller account (meaning he is no longer an Eleven2 customer, yet he expects the same support as though he was the one paying the bill every month. Go figure.

Eleven2 may have its problems, but the only problem here is the OP’s expectation that Rodney would jump through hoops and bypass internal protocols setup to track client issues and make sure they are resolved – because he used to be a customer.

Not affiliated in anyway with Eleven2 or any other provider, was actually researching them for my own hosting.

By: nate

nate — Tue, 01 Apr 2008 17:01:52 +0000

Yea, sorry guys. I wish I could help anyone who is with them right now, but unfortunately, there’s nothing I can do except keep talking to people on this blog post, link to this article from other places, etc. It helps get the word out and gets us up in the search engines when someone searches for them. Right now we’re on the 2nd page of Google for “Eleven2″, but we need a little bit more love from folks to get on the first page and actually beat out their own sites and terms.

By: Unsatisfied customer

Unsatisfied customer — Tue, 01 Apr 2008 13:26:39 +0000

Where’s that “awesome customer service” of which he speaks???

By: Unsatisfied customer

Unsatisfied customer — Tue, 01 Apr 2008 13:25:30 +0000

I’ve been on hold now waiting for someone at Eleven2 to answer for almost 20 minutes and counting. I sent them a ticket (just the way they like it) asking them to close my account and issue me a refund, but they are ignoring it. I’ve opened 2 tickets now. I tried to send them an email ticket, but it bounced back saying the email was not from the email address of one of their clients, but it actually WAS sent from the email address I have on file with them. Their website makes them look deceivingly professional. Rodney, looking at your above post, I think you’re a smug bastard. I want my money back!!!!!!!!!!!!!

By: Brian Dusablon

Brian Dusablon — Thu, 21 Feb 2008 17:01:38 +0000

LOL. Let’s see. CEO of hosting company that gets blasted for poor customer service comes in and brags about the business it’s gotten him. Very professional.

I especially appreciate the wonderful grammar and typing skills he employs. All lowercase and excessive use of exclamation marks sure makes me want to go sign up today!

By: nate

nate — Thu, 21 Feb 2008 05:57:12 +0000

Wow, if people actually signed up for your service after reading this post, you have a bunch of really stupid customers. Enjoy that. They’ll probably be your best ones since you can pull the wool over their eyes for years.

Have fun man.

By: rodney

rodney — Thu, 21 Feb 2008 05:55:40 +0000

thanks nate for all the great publicity we have gotten man signups from this post!!!! i guess the line “any publicity is good publicity” pays off! send more our way!