Review Time
Chelsea took ownership of the call and the situation, despite big mistake by Sitelock to close down my sites with no pre-advisory or notification that the websites would go offline for non payment. An email would have been nice to remind me the date of payment instead of shutting down my sites, making me lose the face infront of my customers. They remember the issues we had in july which was supposed to be resolved with the high priced protection offered by sitelock, but then today again they called back to inquire about their sites being down. please don't do this again and avise me next time I'm approaching a non payment date or if a payment doesn't go throught. Nonetheless, Chelsea was great on the phone and the websites were reactivated within minutes after my call.
I spoke with James and he was incredibly knowledgeable and guided me through my support plan and ways to improve it. He listened to my concerns and solved all of my issues. He answered my questions with language I could understand! Website work is not my primary job so it always feels overwhelming when some speaks in jargon I don't understand and this was not the case! Feeling much more confident about the security and health of my business website!
My negative review about SiteLock 👿The backstory:I use HostGator hosting. I had an additional service connected, the SiteLock addon, which monitors the security of the website.Yesterday morning I received a message from SiteLock that malware was detected on my site. The day before, I had inserted the advertising network code, which is often scolded by antivirus because of its specifics. This code is not actually malware, but to experiment, I decided to remove the code from the site and restart SiteLock scanning. I also enabled the "SiteLock CDN/Firewall" feature in my personal account at HostGator.The same evening, I discovered that my site had become unavailable. Chrome was showing an error:"This site can’t be reached.The webpage at https://******/ might be temporarily down or it may have moved permanently to a new web address.ERR_SSL_UNRECOGNIZED_NAME_ALERT"It also turned out that the site is successfully opened via VPN and mobile network.I googled the problem, found some ideas, tried to apply them (in particular, to clear the DNS cache, reboot the router, etc.). Nothing helped.I decided to write to HostGator support. It is noteworthy, that I like their technical support: always friendly consultants, available 24/7, solve problems quickly.I wrote to "Malware/Security" section. I explained the situation (that SiteLock was scolding at the advertising script, that it wasn't malware, but I removed the script anyway; I specified that the site is not available only on my network and that I recently enabled SiteLock’s CDN/Firewall).A SiteLock representative joined the chat room, requested my website name, and then started asking me absolutely unconstructive questions:- Do I feel that the malware has been removed?- Do I know how malware works?- Do I understand what he says?Then he started talking that the viruses will come back unless I protect my site "for just 40 bucks a month". At this point, I probably should have become really scared and gave him money immediately (LOL 😕).I had a strong feeling that SiteLock's representative thought he might intimidate me and hit me up for money. But the trick is that I am aware of what kind of scripts I placed on my site. I also think I can tell the difference between malicious code and other problems with access to the site. If the malware had crashed my site, the site would have been unavailable from any network, not only from my home network.So I silently closed the chat with SiteLock. And after 30 seconds I received a catch-up email 💩:“Here are the details of the services to remove and prevent malware:Website Scanning TrueSpeed CDNTrueShield WAF I look forward to your feedback on this service for $25 per month.”After that, I decided I no longer want to use SiteLock services and disabled their add-on (which costs $3 a month) on my hosting ❌.The problem with the site has not disappeared and I decided to write again to HostGator technical support, but in another section - Tech Support/SSL.This time I was answered directly by a consultant from HostGator. He asked permission to access my cPanel, and found a problem with the A record there. The record was changed from my domain name to ***.sitelockcdn.net ❗. Because of this, SSL did not work properly. We changed the record to the original one and the site soon started working.Conclusion: As I understand it, the A record changed because I clicked the “SiteLock CDN/Firewall enable” button. While the update came into effect, my site was unavailable.Maybe the next day everything would have been fine, but my experience convinced me to say goodbye to SiteLock forever, because nothing annoys me more than trying to hit me up for money and make me look like a fool without even bothering to figure out the situation 👿.😏 Ironically, the problem was caused precisely because of SiteLock's actions, which did not warn me that my site might be unavailable for a few hours after the firewall enabling.
Sitelock has some of the worst customer support!!!About two weeks ago after one of our testing servers that host a third party script, it got hacked.So our clients asked us to upgrade the security.By accident we took a Sitelock package via their website and only after doing so was advised by our hosting company that they can provide the sitelock via our hosting dashboard and offer better packages.So within less than 60 minutes after the Sitelock account was opened we requested the subscription to be cancelled and asked for a refund.We did so as we wanted to take a upgraded Sitelock package via the hosting company.Plus if all went well, consider to have done so for all 10 server we now have to manage.So confirmation was given that to finalize cancellation their Billing Department would need to phone to confirm our request.We tried contacting their Billing Department via their support system and they are never available.Had to speak to their technical support staff twice already who always said they did a manual request to Billings Department.To date still nothing.They do not care about their customers.If this is how they treat current customers then I do not think we should use them in future.Invoice 213 11 16
5 years ago, I might have hung up. Fortunately, I received this call at the right time and listened to what the Sitelock representative had to say. Everything was thoroughly explained to me regarding the services that would be provided and by the end of the call, I was confident with answering yes. I have been waiting for the voice on the other end of the phone to be friendly, understand what I was looking for and someone who could share with me how their service could help not only me but anyone visiting my site. I felt like he could see my vision and related to many of the things I spoke of when describing the type of site I wanted to create. I believe that knowing this and knowing his product was essential to amazing customer service and my business. Thank you sitelock and thank you J.
With the latest malware attack, we were losing hefty amounts of money daily. Thanks to the fast and efficient work of SitLock we can now operate in peace with the confidence that this type of thing can be only a memory. Thank you SiteLock team.Dr. Wayne Bottiger
Honestly unbelievable assistance from the support team! I have never experienced such top notch customer service from any other company and I am extremely picky. Ethan was the most helpful representative I have ever spoken to. All of the Techs and Reps for that matter! I have talked to customer service and technical support teams for GoDaddy, for Bluehost, and for several other companies that I work with and let's say NO comparison. I called in another time with a different concern and happened to get Ethan again and everyone in my home jumped up and was smiling that we had the tech pro on the phone! Honestly that is not a lie. I'm depending on SiteLock to protect all of my websites and client sites as well. I wanted to personally thank Ethan for such a great experience. He remains calm even when you're panicking. His attitude is always pleasant and he is extremely efficient and effective in what he does. I honestly think he should be in some higher capacity with the company considering the fact that he knows how to code and everything else. Bluehost Turned me away from a concern that I had regarding some issues with my site being open to hackers. They actually told me that they were googling the answer and sending me the document in which I freaked out!! When I called in to SiteLock Ethan was so helpful while I was panicking that he figured out how to protect my site and if that isn't going above and beyond I don't know what it is. I can sleep at night now knowing that my sites are protected and that my clients are happy.
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