Heart Internet
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'Adrian' - a credit to a failing company
An awesome member of staff, a big thank you to 'Adrian' on the Support Ticket Desk. He is a very knowledgeable, enthusiastic and tenacious man. He did not stop trying to resolve an ongoing and persistent fault with my DNS, which prevented my website from even getting off the ground. I've been with Heart Internet since about 2010 and have had multiple websites online through 'HI', over the last few years they have slipped, and become less intuitive (the customer panel), slower at answering problems or understanding the problem you are describing (unsure if this a language issue or not, given today's multi-cultural existence), and they seem t be forever getting more and more costly with less and less offered. Since the Dutch company took over I have not witnessed any improvements despite promises they are making such, I suspect those improvements are to the payroll and the office decor and not to service or benefit for customers. As much as Adrian gleams he is a diamond in the rough at HI and unfortunately, the end will come for the business between myself and HI as they decline further and further year upon year. The brains that kicked HI off sold up and moved on and I am likely to migrate over to their new venture (do your own homework, I'm not selling the original creator's new company or helping anyone leave HI). However, HI is a sinking ship, and unfortunately I don't feel great staff like Adrian will be enough to save the company, we don't use business like HI because the staff are good, we use them because the services provided are good and don't often need people like Adrian to resolve those issues. When support tickets outstrip staff availability (more work than available hours), that's a clear indicator that you have a difficult, cumbersome or faulty system, network or company structure. I want HI to know that I do not recommend them or their services, I cant because its too poor to put my name too, but I recognise the individuals like Adrian who do a sterling job within a crumbling organisation. I wish Adrian all the best, as for HI, I hope you take the negative comments onboard and address them, each of them, they are all valid however small or insignificant you might think they are. My three stars are not an indictment of Adrian, he as an individual, gets a 5-star rating from me, the 3-star rating is for HI as a whole, it is a mediocre company at best and that is reflected by my 3-star rating of HI.