Review Time
i recently changed the hosting on my website, purchased an "essentials" plan with the hosting plan, and immediately started getting attacks on my website. After contacting sitelock multiple times with no response, my site was suspended. This time, sitelock responded when i contacted them and informed me that the plan i had purchased did absolutely nothing- it only scans for malware, and despite the scans showing there was no malware on my website, sitelock support insisted there was( and essentials just doesnt show it) and i would have to pay for their most expensive plan to ever have access to my website again. They essentially held my livelyhood hostage until i paid a large amount to even be able to access the backend of my site.
I requested sitelock services through my webhost (bluehost), because my website (wordpress) had trojan and is no longer working.Their communication is messed up and unorganized between the hosting company and sitelock.They could not run the scan because of an SSL issue (none of the providers knew what to do) and were unable to support properly.Then I found out that they have closed my ticket as completed and received a satisfaction survey!They have not fixed my website despite my multiple calls with their support team.They should follow proper processes for support and communication.As of now, my website is still down for 5 days.
I had a good feeling about SiteLock when I signed up, and the signup process was super quick. I signed up three websites and im still not fully set up. I get emails from someone I've not dealt with who don't seem to relate with the information I have already provided. When speaking to them on the phone, I've had great support and also very poor assistance. I just don't seem to be getting anywhere fast with completing the setup. They admitted to a mistake that was made that cost me nearly two days of sales in downtime on my main website. Human error can happen, and boy did it cost me, but I did ask for a manager to call me about it, and that never happened either. Im sure this is not the usual service that Sitelock give as they seem to have good reviews overall, but this is my honest experience and Im very disappointed.
Customer Service was very poor. My website had been hacked, my domain was down. I contacted Sitelock immediately, they said they couldn't help as the domain was not live. I eventually restored the domain myself and restored my deleted files.I asked Sitelock who I have a paid subscription to prevent these issues for help after doing the above myself. They stated I had to re-upload my site's files and have the site live again before they could perform a malware scan. For all I know, these files could still contain malware and cause the same spam and redirects on my homepage, putting my website visitors at harm. Very poor service.
Sitelock successfully cleared a serious malware infection on my website and put in place their complete protection solution very quickly. Though there were some bumps in the road connected with migrating from another cdn to theirs, their technical support team was able to successfully resolve all issues. Phone support (faster than other methods) was able to resolve all issues, and reps were always willing to take as much time as was required.
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