Terrible downtime with a don't care attitude

4.5 / 5
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notdownagain1977's review of CWCS www.cwcs.co.uk


“Terrible downtime with a don't care attitude”

Written on: 24/10/2013 by notdownagain1977 (1 review written)

We have currently been with cwcs for about 3 years and the reason we are still with them is that it would be a nightmare for us to transfer our services that we have built up over the months to another provider. Although it is becoming more and more of a nightmare by staying with them.

In the last 3 years we have experienced very slow load times , frequent down times and even the worst experience ever of CWCS losing everything stored on our server!! even our back up depository!! If it wasn't for the fact that we had just started using a remote server for back ups (which we had just started using due to lack of trust in them) we would have lost everything.

The only contact you get from them is from the sales team who try to push you to upgrade. (eg "we have noticed you are using a lot of cpu during the night are you doing external back ups, you need to contact us to upgrade your cpu limit" ) F'ing right I'm doing external back ups and when we check we weren't even using 100% of the cpu allocated.

CWCS is a classic case as 'You DON'T get what you pay for' as they are quite highly priced when compared with other providers.


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Stefandunn's Response to notdownagain1977's Review

Written on: 24/10/2013

The downtime recently have made me question renewing our contract with them also.

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Ldocherty's Response to notdownagain1977's Review

Written on: 10/12/2013

Hello notdownagain1977

Peter from CWCS here. On behalf of CWCS Managed Hosting I would firstly like to apologise for the issues you have had. I would also like to assure you that we work hard to provide extremely high standards of customer service and support. It is unfortunate you feel we have a ‘don’t care attitude’: that’s just not what our company is about and is completely opposite to our whole ethos and the way we work.

We take all customer issues extremely seriously and our internal processes would normally have escalated anything like the issues you’ve stated to our Senior Technical Support along with your Account Manager (and further to Senior Management if necessary) until resolved to your satisfaction. But obviously something has gone badly wrong here and we would like to put it right.

As you have not provided your contact information it is not possible to look at your individual case and the issues you identify. However if you email your details to info@cwcs.co.uk a senior member of staff will be in contact to discuss any issues or problems you have had.

Cases such as this are extremely rare and we work hard to rectify any issues before they get anywhere near this stage. We monitor our network, backups and supports tickets both automatically and manually and it is highly unusual that this has not been resolved. We train all our staff in the importance of customer service and we built our company by delivering high quality, reliable hosting products and technical support.

Our sales and customer service team do contact our customers from time to time to check that everything is OK with their hosting, or if they have identified a potential issue (for example that your CPU usage is high). They do not contact customers to upgrade unless we feel there is a genuine reason to do so.

Please note from time to time we also contact customers that are not using their full resources and suggest ways in which they can save money!

With respect to our pricing, we provide business and enterprise grade infrastructure which we continue to invest in, we have ISO 27001 certification, provide 24/7/365 UK technical support from experienced and qualified staff working within our data centres, and deliver bespoke hosting solutions tailored to the needs of our customers. We believe the prices we charge reflect the quality of our products and services while offering value for money. We are not a budget web hosting company but we do maintain competitive pricing.

Our customer feedback is generally excellent as you can see from other reviews on this site (and other review sites as well). A recent survey of our customers in November 2013 also showed extremely high levels of customer satisfaction in all areas of our company (for example over 91% of our customers stated that they are likely to recommend CWCS to other businesses or people they know).

We are of course disappointed that you are not satisfied with our products and services, once again we apologise. If you contact us directly we will look in to your specific case and do our best to put things right.

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