New Hosting Offers Valid For Existing Customers
I'm an existing customer of Hosting Company X and notice that they have recently launched an offer that is a higher config than what I have right now, at the same price.
When asked about it, I was refused the higher config citing that new offers are not applicable for existing customers. I've been with them for over a year and have been experiencing very good support from them, but this one issue baffles me.
Why are existing customers less important?
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Quote: Originally Posted by LiquidWeb Greetings, We will take care of server administration issues, we do not take care of any content issues. From the email you sent it sounds as if you are looking for a web developer that can watch over your site, and make corrections and adjustments as needed. This is beyond the scope of what we offer. If you have further questions please let us know. Quote: Originally Posted by yosmc XY, right now I am just looking for someone to answer my questions. For what it's worth, I didn't draw the name "Liquid Web" out of a hat, and I had already been to your website prior to sending you my mail. Anyway, here's what I read from your responses: THE BAD NEWS: - Even if it's a one-time emergency, you are paid extra and not providing help would ruin the client's business because the client is currently in a thunderstorm in the middle of the Atlantic, it is not possible to convince Liquid Web support to fix a fatal error that may have been triggered by a programming error in one of the client's scripts. - Although Liquid Web's server monitoring is called "Sonar" it is - in practice - just as slow as the one I've described in my intitial mail (because if it was any better, you would have told me by now how LW would have handled the given example differently). - Even if all my sites are down because your staff has misconfigured mysql to break under heavier traffic, or because one of the tables crashed, Liquid Web's staff will do nothing until notified because as long as the mysql service itself is up, you don't see any reason to intervene (if this is something you'd care about and fix, I'm sure you would have let me in on it by now). - EDIT: Or wait - you guys are installing mySQL but you're not configuring/tweaking it so it actually works for the client? Not sure, seems like I actually have to *guess* on that one. - Liquid Web's ticket system cannot provide sub-accounts with lesser privileges (because if it could, you would have advertised it to me). - When Liquid Web sets up new servers, /tmp is below 1 gigabyte as well, and when this causes issues, it is definitely not Liquid Web's fault (because if you would be handling this any differently, you would have pointed it out). - Liquid Web has too many customers already, which is why even customers who know what they want aren't told what they can get, but instead receive links to canned information that doesn't answer their questions, along with the info that Liquid Web probably isn't for them anyway. - Generally you're in a hurry and can't spend more than 5 minutes on the average ticket. THE GOOD NEWS: - LiquidWeb offers DoS protection (I had missed that, but see it clearly now). Hope there was nothing I missed. So - thanks for all the extensive information you gave me (and sorry for using up so much of your precious time), I will make sure to honor it when I reach my decision. No further replies. Anyone know what's wrong with these people? Are they full, or do they only take on easy customers who need nothing?
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