Ravi Jay: cookieMaster + blindteddybear + Dj aaRJay

Friday, March 16, 2012

Three reasons to NOT use SiteGround - Review as a customer

So, we have been using SiteGround for web hosting. There were several issues that came up during hosting - but most of them were quickly resolved by the technical support. What went unnoticed that the issue resolutions were not permanent fixes but were 'patches'.

Anyway, two days, I realised that I am not assured an FTP slot to Siteground at all times! I do have a shared server but still, I do not think it is fair to me that I am denied FTP access to my server at any point in time.

The explanation given to me involved talking about number of possible connections and perhaps SiteGround increasing the limit of users -- should it concern me how Siteground manages issues internally? I mean, I have my stuff to take care  -- I do not need to worry about things that should be working normally!

To be fair, I was quite happy with a LOT of things that SiteGround tech support team did.
Tech Support Review:
1) Fast response time - Awesome
2) Helpful responses - Awesome
3) More than one person handling your request (at times) which means you need to explain your issue again because there is a good chance that the third developer (perhaps in the next shift) does not know what transpired before - VERY BAD.
4) Supervisors try to not say things straight up when they know they are mistaken. (This could be a personal observation)

Anyway, the sales team at SiteGround should make it abundantly clear that when a customer signs up to use semi-dedicated hosting services, it does not mean that we are able to connect to the server using FTP at all times. When we are able to connect, it cannot be assured that connections wont drop (given that you are not inactive). However, from observation - I have seen that once I am connected to the server, I am normally able to stay in without a problem.


Conclusion: Be careful of what you are getting into when you begin using SiteGround as your hosting service provider. Their lack of
1) Transparency and inability to give straight answers
2) Resources to ensure seamless functioning and
3) Servers not doing 99% availability. (I have reported several times when our blogging platform was not available - this was reported by customers -- imagine how embarassing it is for a new start-up?)

I have not decided who I am going to approach but I will move out of SiteGround's services very soon.

11 comments:

  1. Very interesting post, trying to understand the issue. Was the issue too many other customers trying to connect via ftp so you could not connect?

    Do I understand that correctly?

    Thanks! -- Steven

    ReplyDelete
  2. I am using Siteground over a year and I had already many problems which repeated as well, just like the complain above with the ftp users and connections. I do have a dedicated and siteground had to raise the limit many times even we are maximum of 3 people accessing the same time. So they suggested to use ONLY one connection for each user which would make the transfer very slow!

    But my main problems with siteground are:

    1.) Shut down of websites without warning

    The switch of your websites and hopefully you are catching the email they sent to you that they have already switch of the website or websites.
    The same time they offer you to fix the problem for a fee, but they do not tell you right away what is wrong. Only after asking than they tell you some problems and after they tell you some other problems.
    Sometimes these are no problems at all, but your website is down and your clients are complaining or like in my case I lost already a few clients because of this.


    2.) Email sending switch off without warning

    Same thing here: they switch off your emails and than it takes hours or even days to get back. In the meantime clients go to other providers which can handle email much better that siteground can.
    When you ask for their help they give you some tips or send you a link on how to be email compliant. We are compliant but this does not bother them at all and they still keep blocking your emails or your entire websites.

    Only because of they do have a fast response the content of their help is not at all the best on the market. Mostly only a lot of bla bla bla and of course they do not provide any phone access to their help desk which make things even worse in a delicate situation.

    I do strongly advice people to be careful when choosing siteground as they might get the same run-a-round as we do.

    Now I am looking for a server that actually works and is controlled by us and not by some support which may turn of your websites when ever they feel like it.

    ReplyDelete
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