Sher Web negative review #26845 by BillH (bh@p...) on Apr 2014
Sher Web got a negative review on and one official response on
Sher Web
95 Jacques-Cartier Blvd S, Suite 400
Sherbrooke , QC 19713 CA
☎ Phone +1 819 562 6610
☎ Phone +44 020 3371 9962[uk]
☎ Phone +33 (0)1 72 81 35 97[rest europe]
📠 Fax +1 819 562 1102
📧 mcassar@s...BillH ( bh@p... )
SherWeb...run away & save yourself!
I used to hear great things about them, apparently the acquisition has had a BIG negative toll. Tried moving two clients to them...what a mess. New "Cumulus" interface is at best problematic, high staff turn-over (and most of the senior guys are gone), a non-existent escalation path (they just keep sending you back to the same engineer - who has no idea what he's doing), and finally LONG delays to fix anything.
I used to hear great things about them, apparently the acquisition has had a BIG negative toll. Tried moving two clients to them...what a mess. New "Cumulus" interface is at best problematic, high staff turn-over (and most of the senior guys are gone), a non-existent escalation path (they just keep sending you back to the same engineer - who has no idea what he's doing), and finally LONG delays to fix anything.
Hi Bill,
We’re very sorry to hear that you did not enjoy your experience with SherWeb. As a partner-centric provider, we strive to offer the highest level of service to our 4000 valued partners worldwide. We routinely receive comments confirming our partner’s satisfaction and we are entirely receptive to feedback that highlights ways in which we can improve our services. Though we understand that you did not like your experience with us, in our opinion many of the assumptions and statements in your reviews need to be clarified.
Our recent acquisition of another hosted exchange provider was successful and effortless thanks to our dedicated team of technicians who have gained experience from multiple past acquisitions. There were no significant after-effects on our partners. Resulting impacts, if any at all, would have been felt only by users migrating to SherWeb from the acquired hosted platform and not by existing SherWeb users that are on completely separate environments.
Regarding staff movement and seniority. Our turn-over rate is much lower than the industry average, and our proven ability to attract and retain senior staff is supported by the monthly addition of seasoned IT experts to our team. For further information on this point please contact SherWeb directly; our Human Resources department will gladly provide specifics.
In addition to 24/7 VIP partner support by phone, chat or email, SherWeb has developed a vast library of support and training resources for its partners including videos, webinars, on-demand one-on-one trainings, setup guides, knowledgebases and more. These value added services are offered free of charge as part of our continued effort to help partners grow their business, meet customer needs and streamline operations while significantly reducing resources and costs. With these services our partners become familiarized with our portal (Cumulus), migration tools/procedures, and ensure that their customer migration and on-boarding experience with SherWeb is carried out flawlessly.
Let me confirm that SherWeb does provide an escalation mechanism. As is the case with any customer support effort, it might not be perfect in every situation. Although we receive positive feedback on a daily basis, we understand that at times we might not meet all partner’s expectations. We are committed to learning from these experiences and to improving what is already one of the best support service in the industry. For that reason, we truly appreciate feedback that helps us improve our processes and ensure the highest level of customer satisfaction.
Best regards,
Mathieu Leblanc
Director, Strategic Partner at SherWeb
Marketing representative (advertising@sherweb.com, ).
We’re very sorry to hear that you did not enjoy your experience with SherWeb. As a partner-centric provider, we strive to offer the highest level of service to our 4000 valued partners worldwide. We routinely receive comments confirming our partner’s satisfaction and we are entirely receptive to feedback that highlights ways in which we can improve our services. Though we understand that you did not like your experience with us, in our opinion many of the assumptions and statements in your reviews need to be clarified.
Our recent acquisition of another hosted exchange provider was successful and effortless thanks to our dedicated team of technicians who have gained experience from multiple past acquisitions. There were no significant after-effects on our partners. Resulting impacts, if any at all, would have been felt only by users migrating to SherWeb from the acquired hosted platform and not by existing SherWeb users that are on completely separate environments.
Regarding staff movement and seniority. Our turn-over rate is much lower than the industry average, and our proven ability to attract and retain senior staff is supported by the monthly addition of seasoned IT experts to our team. For further information on this point please contact SherWeb directly; our Human Resources department will gladly provide specifics.
In addition to 24/7 VIP partner support by phone, chat or email, SherWeb has developed a vast library of support and training resources for its partners including videos, webinars, on-demand one-on-one trainings, setup guides, knowledgebases and more. These value added services are offered free of charge as part of our continued effort to help partners grow their business, meet customer needs and streamline operations while significantly reducing resources and costs. With these services our partners become familiarized with our portal (Cumulus), migration tools/procedures, and ensure that their customer migration and on-boarding experience with SherWeb is carried out flawlessly.
Let me confirm that SherWeb does provide an escalation mechanism. As is the case with any customer support effort, it might not be perfect in every situation. Although we receive positive feedback on a daily basis, we understand that at times we might not meet all partner’s expectations. We are committed to learning from these experiences and to improving what is already one of the best support service in the industry. For that reason, we truly appreciate feedback that helps us improve our processes and ensure the highest level of customer satisfaction.
Best regards,
Mathieu Leblanc
Director, Strategic Partner at SherWeb
Marketing representative (advertising@sherweb.com, ).
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