Very poor customer service from webkore.net

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Posted by xtype, 01-15-2008, 12:49 PM
Very poor customer service from webkore.net. Ive had an account with webkore for 5 months now and I feel I have had enough experience with them to comment on their support service. The account I hold with them is used to store and test websites prior to their launch so the sites are not advertised and do not get a lot of visitors, just members of our design and development team. Im very aware of how overselling is used so I dont think I expect to much from a small account, also we have a small team of programmers here so our support expectations are quite low, we only contact support if we can not access our files or the performance of our scripts is limited by the server performance. To give you an idea of what we use: Bandwidth. Over the 5 months weve been with webkore our bandwidth usage has been low, one month we used 421mb of bandwidth, and the other 4 months weve used between 29 and 70mb per month which I think is very low compared to the 100,000mb allowance. (overselling is definitely being used here but I dont think were abusing the host). Storage. Storage has been increased recently and were now using 124mb of the 3000mb allowance (I appreciate that 124mb is higher than a standard website but I dont think its excessive, and although overselling is definitely being used here I dont think were abusing the host in any way). Mysql. We have 1 database using 0.62mb Email. We dont use this account on this server for email at all, no accounts are set up. Ive attached a screen grab of the cpanel (called cpanel) to help support the above comments. Support requests. Finally we come to the support requests, weve had a couple of issues with the performance and reliability of the server which has lead to us having to contact webkore, Issue 1) Thiswas to do with php5 which was not working, we had already followed the advice on their forum but the situation was not resolved and the focus moved to an issue with cpanel. This was brought to the attention of webkore at the start of December but is still outstanding even now 6 WEEKS ON, my requests for updates on the situation have been ignored for the last 5 weeks. Ive attached a screen grab of the help ticket (called on hold) to see if anyone thinks im being unreasonable or expecting too much. Issue 2) This has recently occurred (after our last rebilling) and is preventing us from accessing our domain name through a browser and viewing our html files in the public directory. All were seeing is a 500 internal server error message, our Temporary Webpage URL is not accessible either so its not a domain issue its an issue with the server or the account on the server. (Ive checked the nameservers and they are both correct). The one reply from webkore was totally unhelpful and focused on the changes to PHP which was a different issue altogether. For any help ticket created, I would expect one of the following a) For webkore to resolve the issue b) for webkore to provide guidance on how we can resolve the issue ourselves. I feel this support ticket may stay open and be ignored for many weeks as I have not had a reply to say how they are dealing with it. Again ive attached a screen grab for your reference of the help ticket (called site down) to see if anyone thinks im being unreasonable or expecting too much. Finally Ive attached a screen grab of a test I did (screen grab called error test) to make sure it was not a local issue. This tested the server form 11 locations worldwide all of which returned a 500 internal server error message. Ive always favored the smaller players within the hosting industry and stayed away from the huge, more well known companies such as godaddy for hosting. However situations like this which take up much of my time trying to resolve is pushing me towards the bigger hosts who wont leave my files inaccessible for long period of time. Finally, this level of down time is unacceptable, but transferring all of our data over to another host is going to be a complete pain and ive made it clear to webkore that if they can not provide the service they have advertised, then any offer to move the files to another host on our behalf and refund this months payment as a sign of good will would be made very welcome. Ill update this post when a reply is received from webkore.
Posted by Echelon, 01-15-2008, 01:48 PM
Worst case scenario, most companies can assist you with transferring your files to another host when you order.
Posted by Daniel_G, 01-15-2008, 02:38 PM
No excuse for not replying to tickets, even if its just to inform the customer that the issue is being handled. If you are looking for another host thats reliable and friendly, have a look at ASmallOrange - http://www.asmallorange.com/ - I've been with them for over a year now and never had to open a Support Ticket, I also use a script to manage uptime for the last year and right now its sat at 99.997% (my maths my be wrong but I believe this is something like 3 hours downtime for the year). Hope you get this sorted.
Posted by marisc, 01-15-2008, 11:49 PM
It seems like you should find a different provider. Have they given you any explanations at all?
Posted by ldcdc, 01-16-2008, 02:07 AM
I wouldn't rely too much on the size of the host as a guarantee of anything, except perhaps a disappearing act. A big host is unlikely to vanish into thin air. On the PHP5 issue, they're probably waiting for cPanel to find a solution. They should have kept you up-to-date though, or offer some kind of alternative. Now, the host may have a more detailed second side of the story, where their actions/inactions might not seem so bad. I'll be waiting for it before I try to draw any conclusions.
Posted by TmzHosting, 01-16-2008, 04:19 AM
They should at least update you on how its going. - Prilep
Posted by xtype, 01-16-2008, 02:35 PM
I mentioned in the original comments that I would update this post should there be any developments and there has been. Yesterday, several hours after I posted this report and without any warning the status of both tickets was changed to ‘closed’. I reopened the newest ticket asking the following question ---- why close the support ticket.... wouldn’t it be better to try and solve the issue instead of ignoring it? ---- I received a reply shortly after saying… ---- Hello, As no other users on the server are affected by this certain issue, it has been determined it is a scripting issue, which we do not support (as clearly detailed by our support page). Regards, ---- The status of the ticket has again been set to closed. Whilst I appreciate being sent a response, the problem still exists and we’ve had a less than impressive response from the host who I thought would at least take an interest as it is effecting the entire account and not just a script on the account(maybe its just me expecting too much) . I am currently arranging for my files to be transferred to our new hosting account and I’m left curious as to why this has occurred, to help identify the issue I’m considering these essential factors…. 1) Why did my domain name not work with the hosting account (DNS was fine before I changed it to my new host), and why did the Temporary Webpage URL not work either? 2) If it was an error with a php script, why could I not see my html pages stored in the public folder? 3) Why Can I access cpanel via the IP address but not the domain? 4) What happened to the reply from cpanel? All communications between webkore and myself on these sujects has been included in this thread as I want to give a correct representation of webkores customer service.
Posted by godesigner, 01-20-2008, 10:19 AM
Never buy anything from Webkore.NET . Even they dont have correct end user support helpdesk. Even they havent refunded my complete money money.lol
Posted by TPoole, 01-20-2008, 08:04 PM
Yep its definitely time to move on
Posted by foobic, 01-20-2008, 08:21 PM
Hmm, on the face of it this doesn't look like the best customer service. However, as a general rule I believe there are at least 3 sides to every story; I too would be interested to hear the host's side of this one. But as for this: Almost certainly because the problem is / was not in any PHP script but in the .htaccess file. I would expect a team of programmers to be able to debug that themselves...
Posted by dotHostel, 01-20-2008, 08:37 PM
You will only find out how good a provider is when the going gets tough. Just move on. Last edited by dotHostel; 01-20-2008 at 08:46 PM.
Posted by tru1, 01-20-2008, 10:21 PM
Sorry to hear you're having problems. Might want to take the others' suggestion on moving to another host could be your best bet.
Posted by meltingcube, 01-20-2008, 11:24 PM
An internal server error (500) does not necessarily mean it is a problem with the server. Many times there is an issue with your .htaccess file. You can see what exactly is causing the problem by viewing the error log from within cPanel. None the less though the host should be able to find out exactly what is going on. \
Posted by dotHostel, 01-21-2008, 09:06 AM
You are right Unfortunately the initial issue seems was transformed into customer service doesn't care issue and IMO this is the OP real problem now -- he doesn't trust the host anymore. Last edited by dotHostel; 01-21-2008 at 09:17 AM.
Posted by meltingcube, 01-21-2008, 09:15 AM
Fixing this sort of problem is usually very easy. If the host does not care enough to take a few minutes to check it out then I agree you need to find a new host.
Posted by pilsentico, 01-21-2008, 12:58 PM
i have to agree time to move on, i recently leave webkore they use to have gr8 support
Posted by hayley2005, 01-23-2008, 03:27 AM
Hi Yesturday/today my site show '500 internal error' so i sent a support ticket at Posted: 22/01/2008 07:03 their time. I still hadnt got a reply. So today at 22/01/2008 22:41 their time i opened a new ticket with 'urgent' on. My site is still showing the error and yet i still havnt had no answers from them. Apparently my database isnt there for my forum. Yes we have backups on the webkore server but they still not responding. Is there anyone on this forum from webkore that can help me instead. With over 500 hits a day and 5,600 members, i cant afford to be down for so long! I am definatly moving from them once my year with them is up. This isnt the first time with the support.
Posted by Hosting_Reserve, 01-24-2008, 09:29 PM
I know you have paid but is it worth waiting? Get a cheap account elsewhere, test your website works just to make sure its not an issue with some of your code. If it works move hosts.
Posted by hayley2005, 01-25-2008, 01:34 AM
After another 6 hrs or so after my post, they restored my site, but still have NOT replied to my 2 open support tickets, and i have not received an email either. It definatly wasnt a code error, the site wasnt touched before the downtime at all either. Your right, it isnt worth the wait, in fact, i own 2 other server, Servage and Dreamhost, but im willing to give Webkore one more chance before i go. Saying that i would at least liked an apology or an explanation for my sites downtime, it is not professional the way they are doing things.
Posted by VCWS-Tim, 01-26-2008, 03:40 PM
Once apon a time, Webkore was active in these forums and would have jumped in with some type of information ..... hmmm ... guess only time will tell. :-/ All I can say is your NOT the only person who recently started having trouble with receiving replies. Good luck..
Posted by calande, 01-26-2008, 11:32 PM
LOL...The name reminds WebBroke
Posted by GreatDaneOwner, 01-27-2008, 03:40 PM
I've been with Webkore for about 9 months but I haven't really started using the account yet as I wanted to be careful and see how things go first. After a few months they dropped the ball big time but I decided to give them another chance. Now I'm in the middle of another problem (a smaller one, compared to the previous major letdown), concerning prolonged downtime which they didn't notice and fail to acknowledge. We'll see; I'm still waiting for their response (26 hours now). I'll be back with a more detailed report once I have more experience with them.
Posted by VCWS-Tim, 01-28-2008, 04:42 AM
hmmmm... somethings up. Can't quite put my figure on it, but today their live-chat appears to have been removed from their website. I feel the wheels of change are in motion. Put your seat belts on kiddies. :-p Could get interesting - but also might be nothing. I can only follow my gut.
Posted by hayley2005, 01-28-2008, 11:40 AM
To be honest i didnt know they had one. Probably wouldnt answer me if i had used it! 2 high server loads today, 1 open support ticket from me telling them to do something about it. As im typing this my site is loading very slow
Posted by SydneyJen, 01-28-2008, 12:26 PM
Same thing happened to Varhosting.
Posted by rv_irl, 01-28-2008, 12:37 PM
I'm actually pretty surprised nobody from WK has chimed in on this. They do usually respond here and address things publicly pretty fast. It could be that the person in charge has gone on vacation and things are just slightly slower than normal.. Or it could be some other situation you are unaware of. By no means am I trying to justify anything, but a possibility worth considering. I know people said support doesn't answer promptly at all, but even those getting delayed responses, have you tried asking them what is going on? This post was on the 21st, and Anthony (I believe he is the owner, WHT username: WK-A) was active on these forums on the 23rd, so I'm assuming he has already seen this - perhaps? Last edited by rv_irl; 01-28-2008 at 12:41 PM.
Posted by WireSix-Matt, 01-28-2008, 12:40 PM
It's awful when a company cannot even send you a canned "we're working on it" response.
Posted by GreatDaneOwner, 01-28-2008, 12:41 PM
I have tried twice during the past 48 hours. No response so far. I suppose it's time to move on.
Posted by VCWS-Tim, 01-28-2008, 02:37 PM
Here is a little bit of of hope: (I think) On 01/24 - I wrote webkore asking if everything was 'okay'. Pretty much a straight forward email. I basically wanted to jump ship before my feet got wet if the USS Webkore hit an iceberg. I had opened 4-6 tickets over a two weeks time regarding the end-user-support desk. Each was closed with no response. I am NOT posting this to put Webkore in a negative light. I am actually posting this to give people hope. I have a 'feeling' big changes are in the works and it hopefully will get better. Core Changes + NDA = Received this reply on 01/26: ---------------------- Hi Tim, I apologize for the issues everyone is having with us lately. We're restructuring many of our core systems. We are under an NDA, however, within a week or so, everything will be clear and support response times should be down to 5 minutes or less. As for the EUS helpdesk, we're using Kayako as of next week. The old version didn't have much in terms of features. Once everything is clear, we'll be sending it your way. Regards, Matt
Posted by GreatDaneOwner, 01-28-2008, 02:41 PM
There is definitely at home there. My ticket with the invoicing department has been taken care of. No news from support though. Perhaps I should just wait till we see what happens next week? I'm seriously considering moving to IH.
Posted by VCWS-Tim, 01-28-2008, 02:54 PM
Experience with both companies. Webkore has always been wonderful to us up till the last few weeks .... and then it's only been a problem getting the EUS setup. (Which they addressed) IH is also wonderful. Rameen & Chris are very involved and will do anything to help. I wish I could get SSH access at IH, but other than that you can't go wrong. 2-5 minute responses, End-User support desk that is ever evolving and a fairly active forum. Hard to go wrong. I hope WK does patch up it's holes and continues to be a strong company. Like I said, they have always been very good to us. Just my 2c. Tim
Posted by rv_irl, 01-28-2008, 03:11 PM
Thanks for the comments Tim!
Posted by ldcdc, 01-28-2008, 05:17 PM
Makes me suspect a buyout/merger.
Posted by GreatDaneOwner, 01-28-2008, 05:53 PM
It does sound like a buyout but should it affect support as well? I understand that these are turbulent times for them, but only for the management, I would think. Level 1 support should respond to tickets nevertheless, if you ask me.
Posted by VCWS-Tim, 01-28-2008, 07:53 PM
I agree about the support issues... Just to make it clear that my little comment is pure speculation; just as everyone elses is. I know nothing more than anyone else, but that message I received leaves a little room for the imagination. Guess we'll see. I'm going to hold on and trust in what I was told for now.
Posted by nax9, 01-28-2008, 09:09 PM
Tim is correct. There is definitely something big coming up within the next week, but not a buyout nor merger. More along the lines of convergence. We've had to cross-train many agents because of this. It's our goal to make sure that there are no "level 1-2-3" in all skillsets. Whereas some agents will remain level 1 for now, most will be trained and cross-trained for nearly all issues. Oh, and you'll also get toll-free phone and chat support manned 24x7. That's where the biggest issue is coming from Within the next week, everything will be made clear. Those who leave, I totally understand. Those who stay will very likely enjoy it. I've been trying to keep quiet about it, but I can see the issues. Afterall, I take a look at every single ticket every week.
Posted by GreatDaneOwner, 01-28-2008, 09:31 PM
Sorry, I've lost confidence. This was the second major letdown in less than a year. If training your people for new tasks means leaving tickets unanswered for well over 2 days, than I'm afraid I have no trust in the company any longer because then something is very badly organized here. Cancellation ticket opened.
Posted by VCWS-Tim, 01-28-2008, 10:08 PM
I agree with everyone in this thread - both sides. Heck, I'm being affected just as everyone else. BUT -- With that being said, Anythony nor anyone else at Webkore has (ever!) lied to me. In fact, they maybe guilty of being quiet and having lack of communication during this time of change ... but all information we are receiving IS consistant and I'm willing to put stock in it. Business practices and procedures sometimes seem unfair and vague (or even stupid) when your on our side, the customers. This can be true with any business or corporation going through changes. I still have total faith in the people at webkore, especially now that they have started communicating to some degree. Obviously, I can't stay this patient for too long ... but if all their asking for is another week... I'm on board. Hell, This Could be interesting. :-p Tim Last edited by VCWS-Tim; 01-28-2008 at 10:12 PM.
Posted by nax9, 01-28-2008, 10:59 PM
I feel this should be addressed. When you have the staff to make it work, but are cross-training, it will OBVIOUSLY impact lower-end customer service. There is no reason to take on additional cost (including training and incubation during those few weeks) for the small bump in support. I'll gladly take the minimal churn it causes, rather than having to fire temp staff members. Emergency issues are normally dealt with very quickly, shuffled off and onto the next one. I really do not care about the warm/fuzzy aspect of customer service. Whereas my team will try to be, I in no way, shape or form (for my own personal dealings) care about the fuzzy aspect. Things need to be fixed, they are being fixed. When I was a hosting customer years and years ago, and was told "hey, we're working on it!". I did not care. When it is fixed, then let me know. Now I'm sure many of you will come here and say CS is all-important. I agree to a particular extent and don't need a lecture on business dynamics and customer relations. I am being blunt because I can afford to be with my position in the company. Should members of my team do so, then there are problems and once they are brought to me, they are addressed with. However, I re-iterate, I personally, in my own life, do not care about warm, fuzzy and inefficient CS. I want efficiency and that is all. This is the mentality behind the shift to full convergence of all of our product lines, brands and services under one main roof. To those thinking I'm a monster for thinking as such, members of my senior team have already made themselves clear that customers don't ever need to deal with me unless you feel like chit chatting or something isn't being done. They are good people! The members of my team are there, because everyone compliments each other. The seniors care about all aspects of CS and that is why they are in a decision-making position. They run the day-to-day whereas I manage the whole. So yes, customers will very rarely ever deal with me In any case, those leaving, best of luck with your next webhost. Last edited by nax9; 01-28-2008 at 11:06 PM.
Posted by GreatDaneOwner, 01-29-2008, 01:43 AM
I couldn't agree with you more, Anthony. That is, if you consider a server down and unnoticed for over eight hours not an emergency. Look at it from the customer's point of view: you get notices from two out of two of your monitors set up for the account that it is down. You check it, it is indeed down. You say wait, surely they must be working on it. You wait. You wait for about six hours and then open a ticket. Support responds that the server is up and has been up! Then you get notices from your monitors that the server is indeed up. Then you don't know whether support said the server is up because by then it was up or because there is something wrong. In any case, you know that it was down for over eight hours and they either didn't see it or they deny it (which is worse?). You explain to them why you're particular that the server was indeed down. You ask them to investigate. They never respond. For over two days. Now this is where I was. And add to this the fact that you personally promised to me a few months ago when a problem was unnoticed then denied then ticket not responded to for days (several days) that it would never happen again. I had your word for it. And then you come here practically accusing people (your customers!) of wanting "warm and fuzzy" CS when you want to provide efficient CS instead???? The way things are done now - is this efficient? Is this a "small bump in support"? And you say you need no lecture on customer relations? Perhaps no; it would be pointless. I trusted you - you personally; that's why I stayed on last time. You betrayed that trust and made cynical comments about it. Keep the two months' fees I opened a ticket about. Uptime below 99%. You'll need the money. Shame on you.
Posted by Shaw Networks, 01-29-2008, 08:09 PM
Eight hours of downtime before they notice... not good. If something like that ever happened to us, I'd be tarred and feathered by hour #4
Posted by hayley2005, 01-31-2008, 01:13 PM
Another lost customer here. Site was down yday/today (according to my members) for a long time. As im typing this my site has currently been offline for 30mins so far, im so sick and tired of this that im not even going to bother with a support ticket. Too many downtimes and high loads in just this month alone. Once a month i can handle (and have handled in the past) but this is downright ridiculous.
Posted by pattygale, 01-31-2008, 03:42 PM
Anthony, I'm sorry, but you are way off base here and this is really a lame excuse. As a former customer, things have been bad getting progressively worse since November. I've had issues with incorrect billing (more than one instance), support tickets closed without even being acknowledged, which is totally unacceptable, and extensive server downtime. Cross-training or not, your resellers put their reputation on the line to their customers when utilizing your service. If resellers can't count on getting support or correct billing, how can they possibly entrust their customers to you? Support has been this way for longer than just a few weeks, but rather at least 2+ months. All elements aside, customer support IS the crux of any business. Just look around the internet, hosting companies are a dime a dozen, and without top-notch quality support, you are just another hosting company. Maybe there is something "big" coming in the next week, but that is still no excuse for leaving your resellers left to wonder. When you have resellers depending on your service and support in order to serve their customers, and that service and support becomes non-existent, at the very least, resellers deserve an explanation as to what is going on.
Posted by eldawg, 02-12-2008, 01:23 PM
Maybe this "something big" is here, because my sites hosted on a Webkore reseller account seem to be down for the past couple of hours.
Posted by VCWS-Tim, 02-12-2008, 03:00 PM
Remember the movie Independence Day when the timer finally stopped and the 'something big' happened. LOL!!! Sorry Webkore . . . Just being funny. Just using my imagination since thats the only thing I have to go off of.
Posted by VCWS-Tim, 03-06-2008, 03:07 AM
oh well. I'm done with Webkore as well. In all fairness, Didn't pay my bill. Was out of town. According to their suspension notice, I was a day late. Anyways, no harm. Their forum, billing system, etc. have also been down today. Is this the 'Something Big' we were waiting for? ---- Noticed Received 10:01PM 03/04/08 Dear xxxxxxxxxxx (xxxxxxxxxxxx, LLC.), Your hosting account has been suspended due to non-payment. Details of the account are below: Product/Service: Advanced 4 Domain: xxxxxxxxx*********** Amount: $27.99 USD Due Date: 01/03/2008 Please contact us as soon as possible to get your website back online. Webkore Internet Services Last edited by VCWS-Tim; 03-06-2008 at 03:11 AM.
Posted by thartdyke, 03-06-2008, 10:25 AM
The login to the support system from their front page does not work, though you can get in by following a link from an old support message. The URL to their forums has mysteriously stopped working. My database became inaccessible yesterday, and I eventually noticed that phpMyAdmin (which did work) was returning an IP address instead of localhost. When my support request was eventually answered (after about 12 hours) I was told that they had moved to a MySQL cluster, and that I was sent an email several weeks ago. When I told them I had received no notification, they said it must have got caught in my spam filter. Hmmm... My contact emails get sent to GMail, and I've never had that problem before, though their support system randomly decides whether or not to actually send emails *at all* in my experience. (I do check my Google Spam). Horde email is still not working after one day, giving an error message that it can't connect to the database. Wonder why that might be?... Very poor performance from Webkore. Errors, slow, no communication :-( They used to be so good as well.
Posted by VCWS-Tim, 03-06-2008, 10:43 AM
I know... they were great. In fact, I kept faith in the them until recently. Don't worry, I didn't get the email either and how could I get an email informing me that my 'Account was Suspended' but not an email regarding MySQL cluster changes. Sad.
Posted by nikg, 03-06-2008, 11:45 AM
I thought that it was only me complaining to them that didn't receive any mail informing about MySql changes. Most of my sites went down a few days ago and i when i contacted them i was told about that non existing mail. I was given a hostname to use instead of localhost which was not working either. So i had to login to phpmyadmin ( a few times till i could see my dbs), copy the IP and paste it in a large number of configuration files Plus i am having a feeling that my reseller account is on a VPS or a semi-dedicated. Not very happy with their support lately...
Posted by thartdyke, 03-06-2008, 11:53 AM
Yes, WHM reports: CENTOS Enterprise 4.6 i686 on virtuozzo Isn't Virtuozzo VPS software? I'm not sure it makes any difference, but it would be nice to be kept informed...
Posted by ghebert, 03-07-2008, 03:51 PM
I also had the surprise of having my database moved to another server. I've got two blogs in my account. One of them had the new database address (they must have changed it), one had not. I opened a ticket and they also told me that they had sent an email a few weeks ago, which I never received. In fact, I never received anything from them except for invoices. I've had a few problems with them in the past few months, all being a result of a configuration change that I wasn't aware of. I'll have to create a new topic on this.
Posted by ghebert, 03-07-2008, 04:25 PM
Sorry I can't edit my previous post, so here's my full story with Webkore.net: I've been a client there since June 2007. Everything worked perfectly for a few months. Then one day in October, I visit my site and the raw PHP file is sent to my browser instead of a parsed file (exposing my passwords and everything). I open a ticket at 4PM, which is answered within a few minutes. They are asking what version of PHP I'm using. I respond that I use PHP5 which I enabled by editing .htaccess (as explained on their website). Being anxious, I ask for an update a bit before 6PM. I get an answer at 11:30PM telling me that all the other sites on the server are working fine, and they tell me to rename my files to .php5 and see if it helps. I was in bed at that time so I didn't respond, and at 2AM the issue was resolved. They gave me the code to use in .htaccess instead of the information from their website (!). On January 13th, I visit my website: Internal Server Error. Happens for any page on my domain, whether or not they are PHP or plain HTML files. I open a ticket a 4:15PM. The next morning, I ask for an update on this issue. At 1PM on Jan 14th, I am told that, as posted on the forum in mid-2007, they moved the servers to PHP5 and they tell me how to access my PHP4 files again. I respond at 8PM that it's not a PHP problem, it happens with plain HTML files. I try a few things by myself and manage to fix two different issues by 1) editing .htaccess and 2) looking at the Error Log in cPanel (SoftException in Application.cpp:239: Directory "/home/boloxeco/public_html/techblog" is writeable by group). I update my ticket with this info on the same night. I don't know why many of my directories became writable by group, but I chmod'ed them to fix the issue. This ticket is closed without any explanation. On January 22th, I re-open this ticket because I'm having the same problem again. I try to edit my .htaccess file, with no luck this time. The next day, I ask for an update. They resolved this issue and the ticket is closed without any explanation. Then on February 2nd, I visit my site and get a DB connection error. I look at the config file of my two blogs and realise the working one has been updated. It now points to a new DB hostname. At this point, I'm pretty frustrated so I open a ticket asking what the hell is going on. I was never told that my DB would be moved to a new server. They reply within 2 hours that I was sent an email about a month ago about this. As other posted in this thread, I never received it. And if they sent an email telling me to update my scripts, why did they update one of my blog config file??? I read a post on WHT two months ago saying that "something big" was coming in the upcoming week. As of today, I'm not aware of anything. If I don't see any public explanation for all the changes that have occured in the past few months, I'm going to leave for another host when my billing cycle is over.
Posted by ghebert, 03-08-2008, 04:46 PM
Great, they just suspended my account!!! I think I've been polite in all my communications, if that's how they want to treat me as a customer, well I think we're both happy that it's going to end. Anyway, I'm also going to attach a screenshot of the different tickets that I opened, as mentionned in my previous post. There are always two sides of a story, this is my side. Attached Thumbnails
Posted by thartdyke, 03-08-2008, 05:47 PM
Me too - I received the same message this morning. I can't imagine what is going on at Webkore. Their communication used to be pretty good, and their support outstanding. Now, they seem to be afraid of the truth. Though I had been scouting around for a new host, I'd even thought I might stick it out with Webkore if they could just get their act together a bit. Still, it seems they can do without at least two of their customers. I've just signed up with Innohosting...
Posted by VCWS-Tim, 03-08-2008, 06:12 PM
For quiet a while, I had an account with both webkore and innohosting. I didn't need them any longer and had already closed out the innohosting account when I got the notice from webkore. Look, Innohosting is awesome. Chris and Rameen have really made that company shine. Just my opinion but I think at this point in time you'll be just as happy with inno as webkore - if not more. It is a different atmosphere. I'm not putting down webkore at all - They have every right to choose how their company is run but Anthony already went public stating how he doesn't care about the warm/fuzzy aspect of customer service. Hell, I kind of like warm/fuzzy customer service. I like Tech support to use complete sentences and sound like they care. I like 'getting to know' the people I'm working with. They were once like that - but something changed some time back. Anyways, I think you'll find that Innohosting was a good move. :-p
Posted by Tattoo Vampire, 04-12-2008, 04:09 PM
I've been with Webkore for several years... my only complaint is that response time to trouble tickets could be better. Anyhow, I received an email this morning informing me that Webkore was now under new ownership. Tried to check the forum for more info but it's still down.
Posted by ldcdc, 04-12-2008, 05:35 PM
Hmm... so the "core" did change after all, just not within a week. Last edited by ldcdc; 04-12-2008 at 05:39 PM.
Posted by SydneyJen, 04-29-2008, 10:08 AM
I took over a reseller account from somebody on webkore.net recently. Today I find out their cpanel is down and I get an invalid license message and their end user support link gets forwarded to a domain that has expired and is displaying a for sale page. I thought from reading messages from webkore.net that they had something good coming down the pike, this is not good. I am thinking of moving, but I will give them time to fix things before deciding.
Posted by P-nut, 04-30-2008, 07:04 PM
In my experience, Webkore (up through the beginning of this year, actually) was a very good reseller host. I was so impressed with how much they went out of their way for customers that I signed up for a VPS with them, in addition to my reseller account with them. However, I noticed that tickets that once took a few minutes to respond to ended up taking hours to even get a "an admin is looking at this" type of reply. A couple of times I submitted one around 11 a.m. and didn't get a reply for over 8 hours. Granted, they weren't emergencies, but for the nature of my questions I didn't expect to wait *that* long. I saw/received zero notice about the change in database settings. I was able to fix it myself, but it was mildly aggravating that I had to find out by getting a zillion errors on my development site. I finally got fed up and ended up moving things over to KnownHost and Idologic, and have been very pleased with their customer service. Would you mind copying/pasting that email? I was with them for almost 2 years (up through last weekend) and never received that email Last edited by P-nut; 04-30-2008 at 07:14 PM.

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