Zero Lag negative review #20997 by petergl (makanamozo@h...) on 2012


Zero Lag got a negative review on and one official response on
Zero Lag
289 S Robertson Blvd. #441
Beverly Hills , CA 90211
US
☎ Phone 1-877-937-6524

zerolag.com is inactive, but is redirected to performive.com
Customer review #20997
1/10
petergl ( makanamozo@h... )
Time Hosted 3 to 6 months
Global rating
Features
Price / Cost
Customer Relation
Control Panel
Horrible experience with Zerolag Communications. I would not be writing this if I didn't feel compelled to warn everyone about the horrible service I received. The technicians are extremely condescending if you're not a systems admin. I'm a web designer and I need a hosting provider that will provide me the level of service I need to get my work done and online, not a two cent lecture on what I did wrong or overlooked because I was overworked in trying to get multiple major projects completed. I can provide details of my 1 star experience - they don't put me on a dedicated load balancer when our firm paid for our own equipment and were then placed on a shared server with another company. They will also take days to answer any questions or resolve issues. If you try to leave, they'll flat out delete your content or it will "mysteriously disappear" with no backups available. Believe me, this has happened to me. Pass this hosting company if you want to keep your business online and afloat.
After 12 years in business these are the first bad reviews that have been posted about ZeroLag, so we would like to respond.

ZeroLag, like every company, is not perfect, but two of these reviews we suspect are the work of the same person and are a gross manipulation of the facts. Yes, we may on occasion make a mistake and yes, every so often we miss the mark on providing the level of customer service we aspire to reach 100% of the time. We learn from our errors and never make the same mistake twice thanks to our well kept operating procedures that are followed to the T by our staff. Our customer support staff is located in our datacenter, 30 feet from our servers, and many of our staff members have been with us for over a decade. The accusation that he or anyone would delete your content would never happen, not even once. We rarely touch our client's applications and if we do it is only with a client's written permission.

We only use brand new Dell hardware for all dedicated server environments so the accusation that we place clients on used hardware also would never happen. Our clients are welcome to visit our data centers anytime and most do on a regular basis. If we made a practice of what was implied we would not of been able to grow the company as successfully as we have over the past 12 years.

We have many, many happy clients some of which have provided us with testimonials on our website in response to these two dubious reviews and we thank them very much for stepping up to help set the record straight about ZeroLag. http://ZeroLag.com/Testimonials.

After following up on our internal records and talking with our staff we are fairly certain we know who this poster is. The day before the time of the first posting, we had a long time client site go down due to their application crashing. The client was using a freelance developer at the time who pointed the finger at ZeroLag. It was clear the application was the issue and not the server or infrastructure. After continual finger pointing by the developer we were finally forced to provide the client with log files showing that the developer modified the files that triggered the application crash. The client summarily released the developer. The client is still with us and the site has not gone down since the incident.

We are not happy about the entire incident. The situation was bad for all parties involved and we feel for the developer as much as the client that experienced down time. It was an extremely rare case but these things can and do happen.
If I am wrong about the identity and cases of the poster(s) we have no record of your incidents. We invite you to contact us by phone to provide us with details about the specific cases. We really would have appreciated the chance to address your concerns before you posted slanderous comments about our company. Please call our toll free line 877 937 6524 and ask for Will Bernstein

Marketing representative (Loren Boykoff - loren.boykoff@zerolag.com, ).

104 out of 118 users found this review to be helpful!

Gary Newmar ( gnewbar@h... ) review | Don ( dking@e... ) review