Review Time
1. We been using Vodien’s services since early 2020. On 28th MAY 2024 afternoon, we found out that our website suddenly in “suspended” and later in "404Not Found" status. My Japanese director was conducting a presentation to an important potential client, he wanted to share our website's info but unable to proceed further, my director felt embarrassed during the meeting. This critical timing had huge negative impact towards our company reputation, image, future business and trust.2. That was how we detected this issue and immediately live chat with your Tech Support Team, requested top urgent but their story was kept on changing depend on who had attended to you from the Live Chat. 3. Initially, I was thinking that they might accidentally “removed files” of our website, so once they had found our data/files, they could upload it again. They seem accidentally “suspended” our account on 28th MAY.4. Instead of checking the issue internally, the Support Team was kept on asking me many tech related questions, such as “wait..is there a migration was being done?” (So, why you didn’t inform us earlier?..) “There are 2 servers found at our record here, so which one are you using now? (by showing me 2 codes/numbers)” I totally don’t have any IT knowledges, I’m just an admin staff. I was so confused by all these tech’s questions.5. Based on Chat I-14902159(29MAY-6.15AM) – I was told that I should ask our website developer to upload the “missing files” to solve this issue. Support Team ensure that their site had rectified the issue and DNS was updated correctly. I was really confused again as the error was triggered from Vodien so why it was related to a 3rd-party company (my website developer)?6. Anyway, I checked with my website developer, and they confirmed that they had hand-over everything to Vodien in 2020. Ended up, I went back to chase Vodien again (after wasted 12-hrs). Finally, they informed indirectly that “found the missing files, uploaded it correctly” and our website was back to normal on 30th MAY evening. Estimated 2.5-Day downtime.7. My director requested to speak with Rene (Vodien’s sales PIC who’s handling our account whereas in March, Rene had mentioned to me that any issue, please refer to him), but the Support Team insisted that we ONLY can deal with Support Team as their Sales dept is doing Sales solely. It seems that we were blocked to communicate with Rene who’s handling our account. This is strange or maybe there’s NO sales representative who’s handling our account as a Vodien’s client?? 8. We firmly request IMPROMENTS as follows – A - Any server/hosting “migration” or any downtime involve in our system, please officially email to us. B - Please improve overall internal communication in order to provide us a better understanding of the whole issue. C – Please provide correct answer to client instead of directing them to a different direction to buy time/end the Chat faster. D. – Please prioritize more on your clients’ problem instead of sharing Vodien’s internal technical problems. Not all your clients are Tech savvy.9. We hope totally ZERO re-occurrence of this kind of issue in the future. As client, we want SOLUTION!! Not Vodien’s internal problems.
1. We been using Vodien’s services since early 2020. On 28th MAY 2024 afternoon, we found out that our website suddenly in “suspended” and later in "404Not Found" status. My Japanese director was conducting a presentation to an important potential client, he wanted to share our website's info but unable to proceed further, my director felt embarrassed during the meeting. This critical timing had huge negative impact towards our company reputation, image, future business and trust.2. That was how we detected this issue and immediately live chat with your Tech Support Team, requested top urgent but their story was kept on changing depend on who had attended to you from the Live Chat. 3. Initially, I was thinking that they might accidentally “removed files” of our website, so once they had found our data/files, they could upload it again. They seem accidentally “suspended” our account on 28th MAY.4. Instead of checking the issue internally, the Support Team was kept on asking me many tech related questions, such as “wait..is there a migration was being done?” (So, why you didn’t inform us earlier?..) “There are 2 servers found at our record here, so which one are you using now? (by showing me 2 codes/numbers)” I totally don’t have any IT knowledges, I’m just an admin staff. I was so confused by all these tech’s questions.5. Based on Chat I-14902159(29MAY-6.15AM) – I was told that I should ask our website developer to upload the “missing files” to solve this issue. Support Team ensure that their site had rectified the issue and DNS was updated correctly. I was really confused again as the error was triggered from Vodien so why it was related to a 3rd-party company (my website developer)?6. Anyway, I checked with my website developer, and they confirmed that they had hand-over everything to Vodien in 2020. Ended up, I went back to chase Vodien again (after wasted 12-hrs). Finally, they informed indirectly that “found the missing files, uploaded it correctly” and our website was back to normal on 30th MAY evening. Estimated 2.5-Day downtime.7. My director requested to speak with Rene (Vodien’s sales PIC who’s handling our account whereas in March, Rene had mentioned to me that any issue, please refer to him), but the Support Team insisted that we ONLY can deal with Support Team as their Sales dept is doing Sales solely. It seems that we were blocked to communicate with Rene who’s handling our account. This is strange or maybe there’s NO sales representative who’s handling our account as a Vodien’s client?? 8. We firmly request IMPROMENTS as follows – A - Any server/hosting “migration” or any downtime involve in our system, please officially email to us. B - Please improve overall internal communication in order to provide us a better understanding of the whole issue. C – Please provide correct answer to client instead of directing them to a different direction to buy time/end the Chat faster. D. – Please prioritize more on your clients’ problem instead of sharing Vodien’s internal technical problems. Not all your clients are Tech savvy.9. We hope totally ZERO re-occurrence of this kind of issue in the future. As client, we want SOLUTION!! Not Vodien’s internal problems.
The issue number is E-93090. The main thing that made our experience great was the speed of response and issue turn-around. We had an issue whereby we had missed the expiry of an SSL certificate and needed to contact Vodien to get the renewal expediated before it expired the next morning. They had a new certificate for us within 6 hours which saved us from an embarrassing outage.
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