Webfusion  Reviews 123

I have wanted to pay an invoice for over a week.... 3 people in technical support can't figure it out and whoever is emailing me repeats the same thing over and over regardless of me telling them it isnt working.

I have had unauthorised charges from them which has led to my credit being blocked on more than one occasion . No one will reply to my email about this and there is no form of customer service available over the telephone!

absolutely awful customer service & taking payments as and when they feel like it? avoid at all costs!!

Hello
I was having a problem with our VPS and this matter drove me mad, so I decided to contact webfusion support and they were very helpful and accommodating, they not only gave me instructions on how to fix it, but also fixed it for me. Wow they are good, especially Marian

Great help in migrating and setting up a new server :0)

I've been using Webfusion for around 8 years for hosting now.
I have contacted support before and as a general rule they have seemed to be ok but their responses are very flatly 'yes or no' and the replies are very scripted.
I recently upgraded to their 'Linux Unlimited' hosting package (by using the upgrade facility on the 'myserverworld' control panel). After 6 days there was no sign of the upgrade so I contacted Webfusion support to find out how long it would take and was told they would 'escalate this problem to our engineers for you who will investigate further' (this was at 3pm on a Friday).
At around 10am the following Monday (guess Webfusion don't work weekends!) I got a reply from support stating 'Our engineers have upgraded your hosting to Unlimited as requested'.
Upon checking my site I was met with a '500 Internal server error' so I contacted support again to advise that although the hosting package had been upgraded I was getting the error.

After exchanging a few messages and getting the scripted Webfusion responses, they decided to go home at 5pm without bothering to resolve my problem.
I phoned the Webfusion tech line to be told 'it's been escalated and they will look at it as soon as possible'. I was also told the engineers work 24/7 by tech support.
So, fast forward to the following day (just over 24 hours of my ecommerce site showing 'Internal server error') and, around 9.30am the following day someone at Webfusion support fixed the problem?

I got the standard, scripted 'it's working now and sorry for the inconvenience caused' support message.

I realise that occasionally things go wrong, but my gripe is that if a business cares about it's customers, they would resolve the problem, not go home and leave it till tomorrow!

For anyone who is considering using Webfusion hosting, I would recommend you be wary of the following points:

1) Although they probably have support teams that work 24/7, realistically you will only get support Monday to Friday, 9 till 5.

2) If you incur any losses whilst their servers are down, or with an upgrade etc, tough. You'll get a scripted apology and that's it.

3) The phone support is a bit like a blunt pencil (pointless!).

4) When you get the final 'fixed and apology' message, if you push you'll get a message that blames you, or your 3rd party software (come on guys, 3rd party software isn't exactly unusual!!) or -insert something else type fault here-.

All in all, my recent dealings with Webfusion support have made me rethink my business relationship with them as having to deal with 'part time support' and heavily scripted is not what I'm looking for :-(

My problem was resolved very quickly by a very polite staff member who took his time to fully explain the problem and how he was going to resolve it. He also took some time to explain some technical issues to me when I asked him. Perfect service which I rarely find from many other service companies nowadays. Highly recommended. Very pleased with the service I got.

Having been with Webfusion for a number of years have had to regrettably close an account, but just wanted to thank Webfusion staff for all the help and expertise I have received - superb support staff!

Used to be fantastic, and VPS support was good. Just been told VPS support is now hardware only and from 9-5. I am sure my contract was for 24/7 !! May have to ask for a refund

Sucks big time

Read what's above as that says it all

Robert and I discussed a problem with a folder that refused to vanish. He was polite and friendly and he went away and solved the problem. However THEN he phoned me to make sure I knew he had solved it and I was happy with the solution. Unexpected and pleasing.

I do like it when people go the extra mile.

Good response and quick resolution to our problem. Thank you

Don't bother asking for support on a Sunday as hardly anyone is working. 1st line support is poor and is generally there to fend customers off. There is no active server monitoring so if your server goes offline you'll have to tell them as they won't know!

I'm no server Einstein and I get stuck sometimes. Web fusion support always gets me out of a jam. I think it's strange that the reviews here are so "marmite".....

I would never have any contact with this cvompany and its subsidiaries again. Websites regularly fall down, they do not inform anything unless asked repeatedly, server software is continually changed and often causes incompatabilities.

I would not use them solely because of the difficulty of terminating any webspace or annual service - just look at their terms and conditions!

The only thing I can say they do well, is ask for money.

They have a whole legal department with qualified staff trying to extract money for terminated services by strong threats, this alone gave me a good indication of what kind of company I was dealing with.

In my case they also passed personal information to third parties, thus contravening the (UK) Data Protection Acts.

Don't do it!

Just good to have the support when I needed it.

Great company to work with.
Their support team is really very good. They sort any issues straight away allowing me to get on with running my business.

If you want your website to be down 75% of the time, have entire weekends with no availability, lose customers and have no way of talking to anyone who can fix the problem, then you're in luck - webfusion's hosting will utterly screw over any website you have with them.
This is the most utterly useless hosting company you are likely to encounter. They spend their time scouring third party review sites like these posting fake reviews, and then Nerys or Karra will respond to 1-star reviews in order to promise to 'look into the problem' - Trust me, as a webfusion customer, you will NEVER get anyone from webfusion promising to look into a problem, you will just be ignored, or be told there is nothing they can do about it for 14 days.

Do not throw away your money, go with anyone but these clowns, they are useless. I await Karra's reply, offering to look into the problem - which never happened when i was a customer.

Support side very clear, with regular updates, which is important to me as I dont feel left in limbo and forgotten in a big ticketing system, this is a much improved service as I have been a customer for over 10 years.

I stay with Webfusion soley because the technical support is so good. People really nice, action prompt and they always sort things out - real never say die spirit.
Well done tech support!!

I have been a customer of Webfusion for 14 years....what a mistake that has been! terrible customer service, support are as good as useless none seem to know the capabilities of their servers and have told me numerous times it is my fault when it turns out it is a failing on their hardware or they won't turn on certain features, so that stuff like Wordpress won't even work properly, had server go down for 4 days last year, lost customers because of it but no explanation as to why and they just 'Heath Robinson' it back to life I guess in the hope it won't fall over every 5 minutes, rather than replace the older stuff as I know this server is at least 6 years old! having got quite a lot of websites running it is going to cost me a considerable amount of time and money to change to a new company but it's time I did as they are getting worse instead of better.
Update: got a reply with an email address to contact, email address is invalid..just another example of their incompetence at customer service

Server management is an area where I have a very modest understanding and so when attempting a tricky and sensitive email migration for a large client who relies on their emails, the suggestion from a Donhost/Webfusion support member (Oliver!) that I could just ring him up at the appropriate time and he would guide me through it is absolutely invaluable. I have had a generally very good experience with Donhost/Webfusion tech support up until now, but this latest offering really made my day and made what promised to be a very nerve wracking day on email migration an absolute dream :) Very pleased!