Web Hosting Canada
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Strong product, but support has taken a concerning turn
For several years, WHC has been at the top of my list when it comes to technical support. As a reseller, I’ve been extremely happy with the product and services provided, and the consistently excellent support was a major reason I stayed. Unfortunately, over the past several months, I’ve noticed a significant shift in their support protocol. The direct person-to-person chat I once relied on has been replaced by an AI chatbot that eventually hands off to a live agent. On several occasions, that handoff led to being escalated to multiple levels of support, only to end up with a ticket answered the next day—a far cry from the real-time support I was accustomed to. For years, the longest I ever waited to speak with a live agent was ten minutes or less. Recently, wait times have climbed to 68 minutes and even 162 minutes. Whether this is due to agent availability, a surge in demand, or a system issue, the result is a frustrating delay for time-sensitive matters. Phone support, once available for urgent issues, also seems to have been quietly scaled back. I’m currently working through several support tickets to resolve an issue that, in the past, would have been handled by a live agent in a matter of minutes. I’m not sure whether this comes down to the level of staff expertise or the new support structure itself, but something is clearly off. To be fair, AI chatbots can work well for basic inquiries, and I can see the potential for that approach. But for more complex issues—especially for resellers who depend on timely support—the current process is falling short. I’ve noticed more and more people in the industry sharing similar experiences over the last several months, which suggests this isn’t an isolated issue. I’m hopeful WHC revisits what made their support excellent to begin with. The product remains strong, and I’d like to see the support match that same standard again.