Our company web site has been hosted with Verio for several years. Our web site was inoperable from September 29 until October 6 due to Verios negligence. Their technical support department damaged our entire server by reinstalling Apache-Webserver, PostgreSQL-Database and a new version of PHP code. Our entire web site was affected and over the course of eight days, I and my web managers had over 20 telephone calls and email correspondences with Verio with no solution to our problem. Fortunately for me and my company, one of my web managers happened to have an older version of our web site stored on one of his computers. After multiple unsuccessful attempts to have Verio restore a backed up version of our web site to our server I had no other alternative than to pay my web manager to reinstall his back up version of our site to the server. He spent several hours reconnecting and testing all databases to ensure that everything was functioning properly. Between his fee and the fee from my graphics designers at, I incurred $1,200 in expenses to fix what Verio caused. Had my web master not had his own back up version of the web site, we would have lost a $55,000 investment in our web site. We additionally lost almost $7,000 in sales due to our site being down.
This is the absolute worst customer service experience I have ever had. If I treated my customers in the manner in which I was treated, I would not be in business very long.
After numerous calls to Verio in a desperate attempt to get our site up and running, I asked if I could be assigned to one person at a higher level of skill and management. I was told that was not possible. Every time I called, I spoke with a different person and it felt as though I was starting all over again from the beginning. I finally, on October 5th, requested that someone return my call the same day as this had taken entirely too long to do a simple backup restoration. I was promised a returned call but one never came. I opted to pay my own team to do a back up as I was out of options. To make matters worse, I heard nothing from Verio for three weeks and then out of the blue, received an email from Brad D. On October 21 stating that unfortunately, due to the delayed response, the restores from September have been deleted. Whose delayed response? Obviously, Verios delayed response. Unbelievable.
I requested Verio to reimburse my company the $1,200 I spent to pay my web master to fix what Verio caused. I think that is a very fair request given that I also lost sales during the time my site was down. After admitting that they did a horrible job of customer service, my request for reimbursement was denied and all they offered was a credit $267.
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