Big Wet Fish Hosting review #10731 by Angus Gilmour (angus@M...)
Big Wet Fish Hosting got a negative review on and one official response on
Unit 8C, Kilroot Business Park
Carrickfergus , NORTHERN IRELAND BT38 7PR UK
☎ Phone 028 9507 2311
📧 info@b...Angus Gilmour ( angus@M... )
What a shabby organisation. Avoid this company as a purveyor of Ebola. I have had to constantly request support to have the domain registrar point our domain name at their servers. Despite raising support tickets, most of which are ignored, I have actually never had the courtesy of a reply or to get the premium web hosting paid for in November to a basic acceptable level.
All I use is 2 active email accounts - I do not take any advantage of web page hosting, MySQL database etc etc etc.
Rotten company with rotten managers. Mr Kincaid should be thoroughly ashamed of himself.
All I use is 2 active email accounts - I do not take any advantage of web page hosting, MySQL database etc etc etc.
Rotten company with rotten managers. Mr Kincaid should be thoroughly ashamed of himself.
Thanks for posting this review but I am afraid I cannot agree with most of what was said. I do know there was an issue needing resolved and that was due to an error on our part but I do believe we worked with you to resolve this. I do apologise for the error on our part. Prior to that time you had been a client of ours for years and as far as I am aware you were a happy client.
You say most support tickets are ignored. Unfortunately your own client area does not show that. I am in your client area now and here are some examples:
01/06/2010 23:35 : You raise a support ticket
02/06/2010 07:50 : I respond
02/06/2010 09:03 : You respond
02/06/2010 11:50 : You respond again with more information
02/06/2010 11:59 : One of our staff members responds
02/06/2010 11:59 : You respond telling us you will 'give it a go' As we did not hear back we assume it has been resolved
Other support tickets also contain replies from our staff in a timely manner. Therefore I am afraid I simply cannot agree with you when you say "most tickets are ignored" and "I have never had the courtesy of a reply"
I do see a number of active web hosting accounts with us and all servers they reside on are up and functioning. In fact one server has been up for 198 days at this time. Therefore we have been providing the "premium web hosting" that you refer to.
I cannot agree that our company is rotten. Thousands of active clients would not agree with that. I do admit we handled one incident badly and I apologise for that but the resolution of that issue was not helped by the receipt of at least 30 support replies in quick succession on multiple support tickets on 23 April 2010. Firstly this was very confusing for staff. Secondly every reply pushes the ticket to the back of the queue thus hundering our staff working to resolve the issue. As an example you sent replies to one support ticket at the following times: 8.20am, 8.23am, 8.31am, 8.39am, 8.41am, 8.42am, 9.44am, 10.33am, 11.45am, 11.57am, 1.06pm. Each reply pushed the ticket to the back of the queue as we answer all support tickets in order of last reply. Your actions I believe caused a delay in us resolving this issue for you and perhaps added to your frustration causing this bad review.
I am also sorry that you feel I am rotten as a manager and that I should be ashamed of myself.
I do see you still have active accounts with us so I trust we can move forward following the incident on 23 April 2010.
Regards
Stephen.K
Big Wet Fish Hosting
www.bigwetfish.co.uk
Marketing representative (customerservice@bigwetfish.co.uk, ).
You say most support tickets are ignored. Unfortunately your own client area does not show that. I am in your client area now and here are some examples:
01/06/2010 23:35 : You raise a support ticket
02/06/2010 07:50 : I respond
02/06/2010 09:03 : You respond
02/06/2010 11:50 : You respond again with more information
02/06/2010 11:59 : One of our staff members responds
02/06/2010 11:59 : You respond telling us you will 'give it a go' As we did not hear back we assume it has been resolved
Other support tickets also contain replies from our staff in a timely manner. Therefore I am afraid I simply cannot agree with you when you say "most tickets are ignored" and "I have never had the courtesy of a reply"
I do see a number of active web hosting accounts with us and all servers they reside on are up and functioning. In fact one server has been up for 198 days at this time. Therefore we have been providing the "premium web hosting" that you refer to.
I cannot agree that our company is rotten. Thousands of active clients would not agree with that. I do admit we handled one incident badly and I apologise for that but the resolution of that issue was not helped by the receipt of at least 30 support replies in quick succession on multiple support tickets on 23 April 2010. Firstly this was very confusing for staff. Secondly every reply pushes the ticket to the back of the queue thus hundering our staff working to resolve the issue. As an example you sent replies to one support ticket at the following times: 8.20am, 8.23am, 8.31am, 8.39am, 8.41am, 8.42am, 9.44am, 10.33am, 11.45am, 11.57am, 1.06pm. Each reply pushed the ticket to the back of the queue as we answer all support tickets in order of last reply. Your actions I believe caused a delay in us resolving this issue for you and perhaps added to your frustration causing this bad review.
I am also sorry that you feel I am rotten as a manager and that I should be ashamed of myself.
I do see you still have active accounts with us so I trust we can move forward following the incident on 23 April 2010.
Regards
Stephen.K
Big Wet Fish Hosting
www.bigwetfish.co.uk
Marketing representative (customerservice@bigwetfish.co.uk, ).
2 out of 15 users found this review to be helpful!