A Lesson In Customer Service

Why did we change hosting companies?

Customer service matters. Recently, Woodchuck encountered one of the most stressful weeks ever!  We learned (or re-learned) that:
Customer service is important.
Change is inevitable.
Change most often comes when you least expect it—and it’s not always convenient.

As those of you who host with us know, this past week we encountered server malfunctions that we know were an inconvenience and frustration to you. During the outage, we were appalled by the terrible customer service our hosting company provided, and as a result, we will be changing hosting companies. If our hosting company doesn’t give us great customer service, our clients suffer, and that is unacceptable. Here are a couple of the issues we saw this past week that caused us to make the decision to change:

Bad Communication

We called our (soon to be ex) hosting company 15 times in 2 days. Each time we called we got a different “tech” and a different story. We understand some companies are large and we might not always talk to the same person, but communication was severely lacking, no notes were taken on their part internally, and each time was a hassle to convey information they should have already had on file! It is very frustrating to hear a “tech” tell you information that you worked through three “techs” ago.

Lack of Integrity  

Do what you say you are going to do. Don’t tell us that you are going to email us a document in I0 minutes and then just not do it. We understand that everyone makes mistakes; we have been guilty of it from time to time. That being said, if you aren’t following through on your word 85% of the time, it’s no longer a mistake; it’s an integrity issue, and we will not work with a company we don’t trust.

So, through unbroken determination, numerous hours on the phone, and level upon level of technicians, we determined that making a move to a new server company was in the best interest for all of our hosting clients. We feel quite confident that although this will cause a minor disruption during the migration process, in the long run, the benefits will far outweigh the drawbacks.

We are confident that this new hosting company will offer better customer service. Why should you be excited? Without getting into a lot of details and technical jargon that might mean nothing to you, here are a few of the changes our clients will see:

  • Improved Speed
  • Fewer Interruptions in Service
  • Heightened Security

In the end it all boils down to this: Customer Service Matters!


The incredible thing about the internet is that we can work anywhere! Woodchuck Arts is geo-located in Newark, Ohio, Caledonia, MI and Toledo, OH. We serve clients from Seattle, Washington, to Washington D.C.

Email Heather at heather@woodchuckarts.com or call 724-281-0559
Email Erin at erin@woodchuckarts.com or call 616-528-2747

14 + 8 =