What’s Going On with Liquid Web’s Support?

Absolutely! It feels like they’ve transitioned from having actual engineers on support to mostly front-line agents reading from scripts. In the past, you’d speak to someone who really understood the technology, but now there’s a lot of back-and-forth before any real help comes.

Yeah, I’ve had similar experiences! They took away phone support, and chat help is often not very useful. For anything beyond the basics, they just create tickets instead of resolving issues right away.

We’re actually considering leaving Liquid Web as well. We have a lot of the same concerns mentioned here, plus their costs are just too high for our use case. We use WHM/Cpanel, and I’d love to hear suggestions for alternatives. I personally use DigitalOcean for freelance work, but I’m not sure we’d save much money there.

They were bought by a venture capital firm, and I think that’s when things started to go downhill. They got rid of a lot of the skilled staff that made the company great, and I wonder if most support is now off-shore.

I think the big changes started when they were acquired by a private equity firm. They used to invest heavily in skilled US administrators for support, but now it seems they’re cutting costs by outsourcing support. I had similar frustrations; I moved to a new service that offers quicker tech support.