SiteGround

Siteground used to be great, and I recommended their support to anyone. But now they have limited my support saying I overuse it (Last month did support 6 times because of quarantine, other than that it is about 1x per month). I am paying for "priority support", am receiving terrible support, don't get the "24/7" support anymore, and am treated terribly. I have raised tickets asking about this and they just shut it down. I understand everyone is having issues with the times right now, but now is not the time to provide terrible support to your customers who have been with you for over 5 years (and pay for their hosting 3 years in advance, and was going to upgrade to higher cloud hosting).

Below is the email I sent to Siteground on 17 April 2020 in which I describe in details the total horror of their product and customer service. Hello, I am ecstatic to let you know that I want to cancel my services with you. The experience has been, in one word, atrocious. From day one, your hosting has been shocking, and time and time again when we sought support we were told it was our website; there were problems, there were coding issues, it was the number of plugins we use, it was the WPML plugin, it was our backup plugin, it was us opening too many tabs, it was everything possible but your service. It drove us crazy. In three months we opened over 50 support tickets, and the end result was as abysmal as it can be with none of them having solved a single issue. And now I have come to a discovery which I am delighted to share with you. A discovery that has proven that it is actually been your heinous product and service all the time. I wish to show you some screenshots of our cloned website hosted on the same VPS plan as you have, but with Chemicloud and for testing purposes on a different domain. Please enjoy the following screenshots, and while I am at it, I would like to stress that we want a total refund of our paid hosting services with you as the amount of sales we have lost due to your continuous 500 servers errors, as well as CF errors, has costed us thousands of Euros income. http://prntscr.com/s0khvb: In this screenshot you see over 26 tabs open at the same time in my browser. Whilst open, I scanned all over 50 plugins with WPML for strings, which are almost 40,000! On your VPS plan, I wasn’t even able to scan 1,000 strings without the server encountering a 500 error. To make things a little more challenging for the new host, at the very same time this was all going on I created a backup with All in One Migration, another plugin you happily told me was causing issues with your hosting. Needless to say, not a problem with Chemicloud. While I was scanning all those 40,000 strings, I also tested if this server could handle me setting the number of order items in WC from 20/page to 999/page, see http://prntscr.com/s0kkas at the very same time. No problem at all! No time-out error, nada, nothing. And so I decided to do another backup with All in One Migration. Still while scanning those files. And surely, no time out or even a much slower performance. Once the scanning of 40,000 strings was done, for good measure I did it again. And 5 minutes later again. No problem at all. And while this was all going on in the back-end, I fiercely browsed the website to see if there was any delay in opening pages (or, as what would happen with your service, we would see a 500 server error (the number of times we and our customers have seen this screen, http://prntscr.com/rvzrsv, cannot be counted). No matter how many pages I opened and kept open on the front end, adding products to my cart, deleting them, opening other pages etc. no errors… To test the last excuse I was given at some point by your staff (I was told I should close the tabs when not using as if having a few tabs open is something a VPS server can’t handle…), I left all 26 dashboard tabs open overnight and asked my colleagues to do the same, resulting in combined having over 100 active tabs open all night. I am sure by now you can guess the result? It all worked fine. For a moment you did make us believe that our site was the culprit as with fancy tools you scanned our site and with techy language kept on coming back with apparent reasons that there was nothing wrong with Siteground, but everything with our website. In true Donald Trump fashion, everything else got the blame as you conveniently dodged your own responsibility and you were happily pointing your fingers at everything and everyone but yourself. You even told us that upgrading to your highest plan would not solve our issues as the issue was our website… Chemicloud has shown us that on their Iron plan (their lowest level VPS, same specs as yours, see https://chemicloud.com/vps-hosting/) everything you told us wasn’t possible, everything that you told us was due to our website having errors, all the excuses in the world you managed to bring out, it was all total bullshit. In our last communication on 17 April, you told us that our site is heavily overloading your CPU and RAM on the server, see http://prntscr.com/s1c0sb and http://prntscr.com/s1c1vy. With above examples of how we purposely tried to exhaust Chemicloud’s server, don’t you see that your product is of inferior quality? Siteground, you have been degraded to an second class amateur. Now, I can anticipate your excuse (I have heard this one before, yawn…) in which you say that you don’t know what Chemicloud’s server configuration is, but that excuse doesn’t hold as their quality is light years ahead of you, at slightly a higher price. It’s like you’re selling me a crappy beaten up, second hand, broken down Volkswagen for pretty much the same price that Chemicloud is selling me a brand new Mercedes. And you have the guts to tell me it’s me, the driver, who doesn’t know how to drive the car and breaks it down. Totally ridiculous. And so, I demand a full refund for our hosting services with you and will transfer our site over to Chemicloud, with a smile on my face as I am about embark on a hosting journey with a provider that A) delivers, and B) doesn’t make the client believe the issue is with them. And the attitude you have by not allowing us to post tickets anymore because we have taken up too much of your time, see http://prntscr.com/s0kr83 is beyond scandalous considering from day one, your service and hosting quality, excuse my French, has been piss poor. How dare you limit access to support when it is your product that fails miserably? Siteground, you have been the worst nightmare possible in hosting-land. An to top it all off, even Chemicloud had troubles connecting to your crappy services, see http://prntscr.com/s1cnxg when they were trying to migrate the site over. I expect a confirmation of my email ASAP as well as a full refund for both the shared hosting and VPS hosting we paid. And do not hesitate to compensate us for the dozens of hours and lost income. It would behoove you to do so, although based upon our experiences I seriously doubt you have the decency to refund us for the hosting costs, let alone for all lost hours and lost income. p.s. I even totally forgot to mention the issues we encountered with some browsers (both desktop and mobile) not displaying images, see http://prntscr.com/s0kzjy. Of course, in true Siteground fashion, the blame was with our site and we were, for the gazzilionst time, referred to your friends Codeable as they’re good developers who can at super high rates fix this all. Our site doesn’t need fixing! Your hosting service do! Guess what? On Chemicloud, all browsers show images perfectly fine. Yet another massive fail from your end.

3 to 4 days for customer services to "get back to me on my hacked site. No way to speak with anyone while I loose my ranking in Google $$$. Non-responsive, unaware of security issues within its own hosted sites. Anything good about their services?

Technical Support is rude & appalling. They are just dismissive and abrupt and try and make you feel everything is your fault rather than help. My site has been down for 24 hours now for no reason. They really have very poor interpersonal skills and don't listen. This is my first day with this host as I bought a three year package. Will be cancelling i suspect.

I began my question to talk to Supervisor or Manager but no one didn't want to attend me. No supervisor as it said, no solution to my complaint and no customer service solution. very bad customer service as I was hanged up by sale representative Ms. Toni during conversation with her. How terrible and unacceptable service of Siteground!

I just moved my hosting from Hostgator to SiteGround and so far I have never seen such an excellent customer service ever! SiteGround claims to offer superior and best customer support in the whole web hosting industry. They are literally fast and customer support as per their claim. I've never faced any downtime from the last 11 months. Almost 100% uptime recorded. When it comes to loading speed and uptime, Siteground looks flawless. SiteGround is immensely better than my previous web host, Hostgator. Its Customer support is just awesome, Especially the chat support is good. I found one drawback, their renewal cost is very high.

SiteGround failed get my domain transferred and I had to revert to my previous hosting service and pay them what SiteGround couldn’t do. SiteGround refused to refund my domain registration fees even though the did nothing. No site transfer! No domain registration! Plus, they failed to configure my email accounts correctly. After 3 separate attempts to troubleshoot email issues, I was left with an excuse that my email client was broken and I’d have to take it up with MacMail. Seriously?!? I’ve successfully set up several email accounts with Mac before this. IMAP or POP3 doesn’t matter. SiteGround suggested webmail would be an adequate solution. SERIOUSLY?!? I want to use Mail because it is integrated with apps on my laptop, iPad and iPhone. I don’t want to use a second rate web browser to access my email!!! That’s not a solution at all! I requested full refund for my prepaid hosting services and a transcript of my last chat, As of now, I still haven’t received confirmation for either. FRAUD!!!

Thanks George T for getting my staging domain Wordpress site back up within 30 seconds!

We're using SiteGround hosting for the last many months & really impressed with the quality and performance it delivers. The websites load faster than our previous hosting with a high rate of uptime. SG's customer support is awesome and they will answer all queries or resolve complaints within a few minutes.

You guys offer the best customer service

So far I have been impressed with the support assistance at Siteground. Mladen has definitely met and exceeded my expectations. THANK YOU.

I moved some of domains here from GoDaddy after doing some extensive reviews of performance; I am not convinced that there is really much difference between the two. Also, pricing can be higher than GoDaddy in some cases and they do not offer NodeJS options on any service other than an expensive dedicated server. I am starting to now explore AWS as an option.

Thank you for great support!

The most helpful, solid hosts around!

I am a WP beginner, and SiteGround has provided amazing support. I've had a variety of unusual issues pop up in moving two websites to SiteGround, and they have been extremely helpful. They never made me feel small, or stupid. I appreciate so much their patience, and attention to my questions. MANY thanks to the SiteGround Support team.

Every time i contacted the support got an answer between a minute, and always successfully resolved my issues . I've changed 2 hostings, SIteground is the best so far. Really recommend to anyone who is either starting or planning to switch to siteground.

Again Teodora very efficient and very kind. I would like to leave for granted that she was our sales representative and that she helped us to decide to transfer our website (https://technosupplies.us)

I love Siteground. Their tech support is above and beyond any help I have received before. The tech support experience just makes me happy because they are wonderful people to work with. I do not post to review sites usually, but damn Sitegrounds tech support is just that good, I feel obliged to.

I've been using Siteground for a few years now to host my website. I'm not a website developer so having a provider with an excellent service is really a priority for me. My previous website provider was cheap but my site was slow and there was no service. I would recommend Siteground to both novices and developers.

Siteground consistently exceeds my expectations on support and quality of services. Thanks for all your help!

I can not recommend SiteGround highly enough. I have tried (literally) 4 other hosts and will never again venture away from SiteGround. Their tech support is remarkable, which makes the whole experience 10 star. Use SiteGround and don't look back!

Very quick turn-around time and friendly service! I don't feel bad when I need to ask for assistance as they are always so friendly and efficient!

Kontantin was excellent !! The help was A+ perfect Thank you so much !

Loved how professional, to the point, and technical the technician was able to identify my issue quickly and give advice. As an advanced user, I appreciated the advanced support. No "Have you tried this/that/etc." Just advanced technical answers to solve my problem quickly.

Best host, best tech support, excellent value for the price. Can't say enough good things about this company!