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“Service as it should be but rarely is”

written by webmechanix on 10/06/2016

As a long-term customer of 34sp.com who has tried many different hosting companies during the past 15 years, I have no hesitation in recommending them to all those who require a reliable, feature-packed and economical hosting service that supports the customer every step of the way.

The phrase 'customer service' has become increasingly devalued and meaningless nowadays. Many companies pay lip service to the concept by adopting what one can only describe as a 'box ticking' methodology which looks good to their shareholders and investors, but leaves their customers out on a limb, seething with frustration and indignation. 34sp.com is that rare exception, a company that not only delivers what it promises, but backs up its promises with real service that puts the customer first.

Their ticketing system allows the customer to raise issue and concerns which in my experience are normally resolved within hours, often much less. The staff on the end of the telephone support lines are both knowledgeable and courteous. Every problem I have ever raised with them has been thoroughly investigated and rectified in the shortest possible time with minimal disruption. 34sp.com go even further and have often fixed issues which were entirely of my own making without charging me a penny for their time. How many companies do this? Frankly, I know of very few, and if you're honest you will agree with me.

Just recently, 34sp.com were subjected to a severe DDoS attack—an increasingly common problem for all hosting companies and ISP's. Their network went down at 11am in the morning, resulting in all hosted services becoming unavailable. When I noticed our websites were down, mail had stopped, ftp wasn't working and 34sp's support phone lines were down, I headed over to their Twitter account for information. To say I was appalled and dismayed by the allegations hurled against 34sp.com would be a gross understatement. Not one post mentioned the possibility that the outage might be caused by circumstances beyond 34sp.com's control.

When 34sp.com updated their online status page to inform customers what was really happening, I checked Twitter again to see if any the armchair critics who had castigated 34sp.com earlier in the day were now apologising for jumping to conclusions. Not one had. Whether this tells us something about Twitter users or humanity in general, I would not like to say, but does demonstrate how quick many people are to complain. I should add that 34sp.com restored full service within two hours of the DDosS attack. If that's poor customer service, let's have more of it please!

To conclude, 34sp.com operate in a highly competitive and difficult area and do so with a level of technical expertise, professionalism and customer service which continues to exceed my expectations. For that reason, among many others, my company will continue to use them.