webgo GmbH

Dear Jessica, Thank you very much for taking the time to provide us with such detailed feedback, and above all for your long-standing loyalty since 2009. That’s a long time—something we truly don’t take for granted and that means a great deal to us. It is all the more regrettable that you did not feel your concerns were fully addressed in a way that met your needs. Of course, it is our priority to offer you the best possible hosting solution from our portfolio that meets your specific needs. In this context, we would also like to briefly put the figures you mentioned into perspective. Many providers have therefore adjusted their plans accordingly and reduced the number of included domains. Offers that combine a wide range of services—and in particular a high number of included domains—at relatively low prices have become rather rare on the market and are hardly economically viable in the long term. Many competitors have even gone a step further, dictating how the included domains are allocated, reducing them to just one domain, or offering only one domain free of charge in the first year. The terms you mentioned from a competitor represent an absolute exception. It is important for us to emphasize that we continue to focus on offering a stable, high-performance, and reliable overall package. At the same time, we fully understand that the price-performance ratio must be right for you and feel fair. It is important to us to emphasize that we remain focused on offering an extremely stable, very high-performance, and above all reliable all-in-one package with the best possible customer service. Because, just as you yourself mentioned, it remains our goal to find the best possible hosting solution for our customers. We are therefore very pleased that we were able to find a solution that satisfies you, thank you for your long-standing loyalty, and wish you continued success! Best regards, Your webgo Team

Dear Matthias, Thank you very much for taking the time once again to update your review and describe your experience so candidly. First of all, we would like to sincerely apologize for the rocky start. Such a delayed domain activation, the wait times you described, and the communication from our support team naturally do not meet our standards for service quality and responsiveness. We are all the more pleased that we were ultimately able to manually resolve the activation for you at short notice and, of course, have credited your account accordingly for the period in question. At the same time, we take your feedback very seriously! In particular, regarding the lack of understanding regarding the inconveniences you experienced with support and the associated service. Especially in such situations, it is important to us not only to provide technical assistance but also to communicate in a sympathetic and transparent manner. We deeply regret that this did not happen in the way you expected. The delays in domain registration you described are an exceptional case. We have already used this incident as an opportunity to review and further optimize our internal processes. We are all the more pleased that, despite this initial experience, you are still giving us a chance and have updated your review. That is exactly our goal. We don’t just want to solve problems, but to learn from them and do better in the future. Should you have any questions or need support going forward, we are always happy to assist you and would like to convince you of the technical quality and stability of our hosting. A quick note: Please feel free to use our callback feature. This allows you to use your time productively, and we’ll automatically get back to you as soon as possible! Thank you very much for your trust and we wish you a successful start with your projects! Best regards, Your webgo Team

Dear Mandy, First of all, we would like to thank you sincerely for your long-standing loyalty. A partnership of this duration is by no means a given, and we truly appreciate it! It makes us all the happier to hear that you have been completely happy and satisfied with us and our service throughout all these years. We are delighted that you are actively using the new callback service and are pleased with this improvement! We thank you for your wonderful feedback and the accompanying review, and we look forward to the next 8 years together! Best regards, Your webgo Team

Dear Mathias, Thank you very much for your honest feedback and, above all, for your loyalty over the past five years. We are all the more sorry to hear that you are currently dissatisfied with us and our support. The fact that you are currently experiencing long wait times on the phone and in chat does not meet our own standards, and we fully understand how frustrating this can be in your daily routine. You raise a very important point regarding availability, which we are working on with great urgency. We are, of course, aware that, especially when our services are used for business purposes, a quick response time and reliable contact persons are crucial. For this reason, we have already implemented measures to improve precisely these situations. Among other things, we have introduced a call-back feature. This eliminates the need to spend a long time on hold. You can conveniently request a call-back and will be contacted by our service team as soon as possible. Regardless of this, we are currently working intensively to further optimize our support processes. In particular, we are focusing on response times, clear responsibilities, and better workload management across all channels. We deeply regret that you are currently unable to recommend us, especially given your previous positive experience. We would be all the more grateful if you would give us the opportunity to regain your trust. Best regards, Your webgo Team

Dear Kunst, We are delighted to hear that our colleague was able to assist you with your website to your complete satisfaction and that you are happy with the service you received. Thank you for your excellent review, and we wish you continued success with webgo! Best regards, The webgo Team

Dear Micha, Thank you so much for your wonderful review and recommendation! We are delighted to have had the opportunity to support you and your website. Thank you for your loyalty, and we wish you all the best in the future! Best regards, The webgo Team

Dear SchneeFlocken Design, Thank you so much for the great review! Best regards, The webgo Team

Dear Lars, Thank you very much for your candid feedback and for sharing your positive experiences with us so far; we truly appreciate it. We are all the more sorry that your recent experience has left you with a different impression. The fact that you received no response to your ticket for over two weeks and also received no information regarding the status of your complaint via email certainly does not meet our standards for service and communication. First of all, we would like to emphasize that you are absolutely right. Even if an issue requires more time to resolve—for example, because it has been forwarded to a specialized department—there should at least be a brief update confirming that the matter is still being processed. This is precisely part of our internal communication policy. We are very sorry that, in your case, there was a lack of information. We also understand that such a situation can be particularly frustrating, especially if you have had positive experiences with our support team in the past. Our goal is always not only to resolve inquiries but also, when necessary, to provide transparent updates on their current status. We would therefore be very grateful if you would give us another opportunity to review your specific case in detail. We’d be happy to look at your ticket and clarify why this delay occurred. Of course, we also want to ensure that your request is processed by the relevant department as quickly as possible. We will, of course, address this as soon as possible and will contact you personally regarding this matter. Thank you very much for giving us the opportunity to review this matter despite the current situation. We are confident that we can find a solution together and would be delighted to fully restore your trust in our service. Best regards, Your webgo Team

Dear Thorsten, Thank you very much for your feedback and for speaking with us personally! We are very pleased that we were able to restore your satisfaction and regret the inconvenience caused, for which we would like to apologize once again. We appreciate your trust and wish you continued success with webgo! Best regards, The webgo Team

Dear Dr. Torges, Thank you very much for your long-standing loyalty and for taking the time to share your experience. First, we would like to clarify that any potential data loss is in no way related to the login issue you described. Regarding access to your account, we have utilized all technical and organizational measures at our disposal to provide you with the best possible support. We sent you a system-generated email to guide you through the login or recovery process. The delivery was logged by our system and, according to server logs, was successfully transferred to the relevant mail server and accepted there. Since the non-delivery also surprised us, we reviewed the relevant log entries and provided them to you as a screenshot for transparency. Unfortunately, the subsequent processing path of an email after successful acceptance by the receiving mail server is technically beyond our control. To assist you as best as possible, we have also offered you an alternative solution: using a different email address by filling out our email change form. We have clearly outlined this option to you as well. However, implementation is only possible with your cooperation. You have declined this. Against this background, the statement that we are “unable” to grant you access is factually incorrect. We have taken all possible steps and offered alternative solutions. We have also informed you that, unfortunately, we cannot verify what the email provider checked in this case and why the emails are being delivered successfully but are not appearing in your inbox. In this situation, it might be helpful for you to contact the email provider with the information we provided and request clarification. Regardless, we understand, of course, that the situation is frustrating for you, especially if access is urgently needed. Our goal remains to work with you to find a solution. If you wish, we remain at your disposal to provide you with the best possible support within the limits of data protection regulations. Best regards, Your webgo Team