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SherWeb Feedback: When Little Things Become Big

written on November 7th, 2012 by zach

For the past few years, we have used SherWeb for our business hosting needs. Their service is too expensive, especially compared to alternatives like Google, which we will pursue soon. Many times, the hosting services has stopped with no reason, leaving us without a properly functioning email solution. This last time, this week in fact, they sent an apology letter that underscores our experience with then. Notice the obvious here by seeing who it’s addressed to and that it lacks a signature. Sometimes, it’s not that the little things matter, it’s just the little things, like this letter, remind you of the bigger problem.

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2 Comments »

  1. Dear Mr. Braiker,

    We want to apologize for our error in sending out a non-personalized letter. Our policy is to always send personalized emails to customers, with an html link added for those who are unable to read the email correctly due to their Outlook or other email client. In this case, we inadvertently forgot to personalize the html version. We regret the error and have since corrected it (http://images.sherweb.com/html_emails/cx/2007_071112-1.html).

    We also want to address the larger issue you raised regarding the uptime of our services. Our team knows that having a properly functioning email solution is vital for customers, and it works very hard to ensure 100% availability. Our Exchange 2007 environment has reached all of its SLA targets in the last eight months.

    No environment is flawless, however, and we do confirm that the technical problem we experienced Tuesday did affect you. We take our failures seriously and try to correct them as quickly as possible. This includes demonstrating transparency by providing customers with all the available information to ensure they remain up-to-date on the situation. The problem has since been fixed and we apologize for any inconveniences it caused.

    Thank you for raising these points with us.

    The SherWeb Team.

    Comment by SherWeb — November 8, 2012 @ 1:53 pm

  2. Thank you for your feedback. I appreciate your willingness to engage in an open discussion about these issues. Thank you.

    From my perspective, I am constantly having to defend why I use your service instead of Google’s products to my team. The reason I have most often provided is trust and security, that you will not “mess up” our system.

    While this is true, it’s also true that the service is frequently unavailable, including, I believe, for four hours during my business day this Friday. It’s somehow constantly being tested in such a way that impacts my service and those of others. I have become frustrated by these service updates, especially because your service is more expensive than competitors, I expect a better result.

    Thoughts? Have you experienced this too?

    -Zach

    Comment by Zach Braiker — November 14, 2012 @ 8:09 am

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Zach Braiker

This blog analyzes where social media culture and business converge. Zach Braiker is the CEO of Refine & Focus a social media agency and an adjunct professor of social media at Emerson College.

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