I stated the other day that I was surprised my former web host emailed me asking for feedback after I'd closed out my account. No survey, or feedback form, just a straightforward email.

And now I am surprised again. Why? Yesterday morning I received a response to that email. Only nine or ten hours after I sent it. And, much to my pleasure, the representative largely understood what I was talking about. She had some interesting and relevant comments.

So, here I am, presenting part two of this email exchange. I plan to respond to her email to clear up a minor mis-perception I think she has, but otherwise I feel like she's really taking my feedback and handling it properly.

(And this is something I have to say… I have respect for all the people I worked with at this host. They were very professional, responsive, and good at resolving issues. This email is further indication of the customer service this hosting service provided.)

---

First of all, thank you for taking the time to share such thoughtful and detailed feedback. We genuinely appreciate the level of insight you provided, and I can tell this wasn’t a decision you made lightly.

I’m glad to hear that, overall, you found value in the infrastructure and services we built. At the same time, I completely understand the frustrations you experienced, especially with the recurring optimization issue and the feeling of having to repeatedly reapply fixes after updates. I can absolutely see how that would become frustrating over time, particularly when your setup was intentionally kept simple and close to the default WordPress experience.

Your comments regarding testing against default WordPress themes and preserving user-defined optimization settings are especially valuable, and I’ll be sure to pass that feedback along to the relevant team. Even though the underlying issue may have been more nuanced, the impact on your workflow was very real, and that matters.

I also appreciate your honesty about pricing and feature fit. It makes complete sense that a platform designed for agencies, developers, and more complex website management can feel excessive when your primary focus is writing rather than maintaining large-scale web infrastructure. Sometimes the best solution is the one that stays out of the way and lets you focus on the work you actually care about.

And regarding WordPress itself, while experiences and preferences naturally vary, I can certainly understand your perspective on how the platform has evolved over the years. For users whose priority is writing efficiency and simplicity, the shift toward block-based editing and increasingly visual workflows hasn’t always been a welcome change. It’s clear you’ve given a lot of thought to your workflow and the tools that best support it, and it sounds like you’ve found an approach that aligns much more closely with how you prefer to work.

It’s great to hear that you were able to migrate your sites successfully and settle into a solution that better fits both your workflow and your budget.

Thank you again for having been with us and for giving our platform a chance over the years. We truly appreciate your support, your candid feedback, and the professionalism with which you shared your experience.

Wishing you all the best with your writing and your new setup moving forward.

---

Categories: #Article, #Feature Tags: #Webhosting, #Customer-Service, #email, #rants

	FediRing
◀️ Prev	Home	Next ▶️