webgo GmbH

Dear Jens, thank you very much for your open feedback. We’re truly sorry that you’ve currently formed such an impression of us. Especially considering that you’ve known us for many years, have recommended us, and have always been very satisfied with us in the past. We can well understand that the incidents you described are frustrating for you. That’s why we would, of course, like to look into this in detail and help you as effectively as possible. That you’re currently unable to log in and experienced such a long wait when resetting your password certainly isn’t what we expect. We also very much regret that you are currently not experiencing our phone support in the way you’ve been used to from us in the past. In this regard, it may help to use the callback feature we’ve introduced. This way, you keep your place in the queue and our support team will call you back automatically. Of course, in cases of longer wait times in the phone hotline, contacting us via Live Chat or email can be a sensible alternative. Regarding your specific concern—being unable to log in and the long delivery time of the password email—we can confirm that we unfortunately weren’t able to reconstruct anything like that. We would be very happy to review with you why you can’t log in at the moment and why the password email delivery took so long. One possible cause could be, for example, a temporary IP block—but we would need to look at your specific case to be sure. We will therefore contact you personally as soon as possible to review everything properly and help you in a targeted way. It’s important to us that you regain reliable access and that we can understand what led to the issues you described. We take your criticism of the current service experience very seriously. System changes and technical improvements must not mean that, as a long-standing customer, you no longer feel well looked after. That’s exactly what we’re working on now—and will continue to work on—in the future. We’d appreciate the chance to clarify your issue with you personally and to rebuild your trust in webgo. Kind regards, Your webgo Team

Dear Ms. F. B., Thank you very much for your open feedback. We’re sorry to hear that, for you at the moment, the pricing developments and the service quality aren’t in the right balance. Especially with email topics like spam, it’s completely understandable that you expect clear feedback as quickly as possible. The fact that you already forwarded us an email header and haven’t received a response so far doesn’t match our standards. We would like to sincerely apologize for that. Under the pseudonym used here, we unfortunately can’t make a clear connection to an existing ticket. So we’d be grateful if you could reply to your existing ticket again. That way, we can clearly assign the case, review it together with you, and clarify why you haven’t received feedback yet. Regarding the price adjustments, we’d like to briefly put the situation in context. You’re right that we made changes in two consecutive years. The first started in 2024—marking the first time in our company’s history—and then the second began again in the past year. The second adjustment was smaller compared to the first. Particularly for very inexpensive existing bundles that have sometimes remained unchanged for many years and may include multiple included domains, a change can still be noticed more clearly in individual cases. Of course, we understand if your needs have changed over the years. We’d be happy to advise you as best as possible based on your requirements so that you get a package that fits you optimally. When it comes to spam filtering, we want to explain transparently that spam—and also phishing—emails have become a much bigger challenge for all providers. Unwanted emails now make up a significant portion of all email traffic. At the same time, spam and phishing messages are increasingly convincing, thanks to automated processes and AI. As a result, it has become technically more difficult to reliably detect unwanted messages without also incorrectly blocking emails you actually want. This balance is especially important for spam filters. With webgo, you can also customize the spam filter individually. This includes, among other things, the filter level or spam score, as well as your own filter rules—for example for specific terms, sender addresses, or subject lines. In the webgo Webmailer, you can set this up under “Settings” and “Filter.” There, you can specify, among other things, whether affected messages should be moved, deleted, or handled in another way. You can find a suitable guide here: https://webgo.de/faq/wie-erstelle-ich-spamfilter-im-webgo-webmailer We’ve also summarized additional information about the current level of spam and the background here: https://webgo.de/blog/ihr-postfach-unter-beschuss-warum-bekomme-ich-so-viele-spam-mails Regardless, it’s still our goal to continuously improve the hosting of your email addresses and mailboxes. That’s why we’re working on ongoing optimizations and will communicate relevant updates transparently as soon as they’re available. We’d appreciate the opportunity to review your concern personally and individually and find a solution with you that you feel comfortable with. For that, we’d be glad to receive an email referencing your review. Thank you in advance! Kind regards, Your webgo Team

Hi Dagmar, thank you very much for your open feedback—and for your loyalty. We’re very sorry that you haven’t received a timely response to your ticket in the past few days. When a website is repeatedly unavailable or crashes occur, a quick and reliable response is especially important. That you had to follow up again yourself is not in line with our standards for good service, and we’d like to sincerely apologize for that. We completely understand that this situation is frustrating for you. We can also see that you need specific information from the error log to narrow down the cause of the website crashes. That kind of information should be available to you promptly. As an additional helpful note, we’d like to point you to something right away. You can view the error log at any time directly via your customer portal. Please open the relevant contract and go to “Webserver,” then “Apache Status.” There, among other things, you can download both the access log and the error log. In your ticket, you already mentioned that the crashes appear to be connected to a plugin update. You shared an important clue for further narrowing down the cause. If a single WordPress plugin is indeed triggering the crashes—as you suspected—then it can be helpful to temporarily disable the affected plugins for testing. You can find an appropriate guide here: https://webgo.de/faq/wie-aktiiviere-ich-den-wordpress-debug-modus Regardless, you should of course have received a response from us earlier as well. We’ll review your case again in detail and contact you personally as soon as possible, so we can work together to understand what happened at the times you mentioned—and ensure we support you as effectively as possible in clarifying the issue. Our goal is not only to be technically reliable, but also to stand by our customers in stressful situations in a committed, clear, helpful—and above all timely—manner. We’d be grateful if you could give us the opportunity to clarify your concern with you personally and help restore your satisfaction. Kind regards, Your webgo team

Dear Aaron, thank you very much for your excellent review, and for the kind words that came with it! We’re especially pleased that you highlighted our communication in a positive light—and that we were able to help you with your request to your complete satisfaction. We also truly appreciate your feedback and thank you for taking the time to share it. We’re delighted that we can offer you the service you expect and want as a web professional. Wishing you continued success with your projects! Kind regards, Your webgo Team

Dear Dirk, Thank you very much for sharing your experience with us. We’re very sorry that you got the impression that no one is reachable or that nobody is taking care of your matter. We can well understand how frustrating that kind of situation can be—especially when you need support and don’t get through in time. Of course, we work every day with great commitment to reliably help our customers. At the same time, we’d like to be transparent: there may currently be longer waiting times by phone and in chat during certain periods. In particular, our callback service works well when there’s a higher volume of inquiries, as it often helps avoid extended wait times. That said, this is of course not what we aim for, and we take your feedback very seriously. One reason for the increased number of requests is extensive changes to our PHP infrastructure. These steps are intended to further improve the performance of the hosted websites, but understandably they can also lead to additional questions in the meantime. It’s important to us to address the situation openly—without trying to justify your experience. We’d be happy to discuss your concern with you personally and review together how we can best help you. We would appreciate an opportunity for a clarifying conversation, and we’re confident we can find a solution together. We’ll also try to reach you directly, and we’d be glad if you could give us the chance to restore your satisfaction. Kind regards, Your webgo Team

+++ Reply to your review update +++ Dear Hans, Thank you for taking the time to update your review and for describing your experience so thoroughly. We’re very sorry that you got the impression that your comments were not heard or taken seriously. That is not what we aim for. We understand that recurring 502 errors can be extremely frustrating. And if, on top of that, it feels like multiple websites are affected and that your assessment as an experienced user wasn’t given enough consideration, it’s completely understandable that this would lead to disappointment. We want to avoid exactly that. We take it seriously to address concerns carefully, in a way that’s easy to follow, and with a solution-oriented mindset. This also includes checking technical causes in a differentiated manner. With 502 errors, there can be various contributing factors—both at the server level and within individual applications. At the same time, it’s important that indications of multiple affected websites are taken seriously and properly categorized. We would therefore like to go through the details of your specific case with you once again directly. We would also like to sincerely apologize for the impression that the communication in your case was not on an equal footing. We’re already working to further sensitize our team and to provide more targeted training to improve communication. We also take your criticism regarding the management of PHP versions and PHP Extended Support seriously. In this area, we’ve already implemented improvements and are continuously enhancing the customer portal. The goal is to give you a clearer overview of domains, subdomains, PHP versions, monitoring information, and relevant status indicators—so that especially web professionals with multiple projects can quickly see where action is needed. We would be happy to arrange a joint conversation and are confident that we can find a solution together. We will try to reach you personally, and we’d appreciate it if you’d give us the chance to restore your satisfaction. Kind regards, Your webgo team --- +++ Reply to the original review from 2019 +++ Dear Mr. Braumüller, Thank you for your feedback! As we already assured you, we are looking into the root cause in detail in order to address the complications with the automatic renewal. As mentioned, unfortunately we have no influence on the validity period of the SSL certificates from Let’s Encrypt. Kind regards, Your webgo team

Hi Marie, first of all, thank you so much for your long-standing loyalty—now over a decade! That’s a very long time, and certainly not something to be taken for granted. We’re all the more pleased that we’ve been able to impress you consistently—and even today in particular—with our service, and that you were able to clarify your tricky request to your complete satisfaction with our colleague. We wish you continued success, and we truly appreciate this great review—we will, of course, pass your praise on right away! Here’s to the next 10 years. Kind regards, Your webgo Team

Dear Elmar, Thank you very much for your feedback. We’re sorry that you got the impression that your issue was not clarified to your satisfaction. We take your feedback very seriously and review the relevant processes carefully, because your satisfaction is important to us. Regarding the situation you described, we would like to clarify that the domain fischer.info is not offered as a freely available “subscription product.” The display during the ordering process when you enter this domain only means that the domain could, in principle, be assigned to a package. In our domain selection, it simply says “Select.” However, this does not automatically mean that the domain is freely registrable. If a domain cannot be registered due to external requirements, protective mechanisms, or registry rules, we unfortunately cannot register it for any person. The previous wording “available” made similar situations even harder to understand, which is why we no longer state that it is “available,” but only that the domain should be selected. Any subsequent availability would then need to be checked. We’re sorry if the way things were presented during the process was unclear to you, and if the statement made by our service team at the time didn’t, from the outset, reflect this special case. Unfortunately, this detail was not known to us at the time. We apologize for that. We would be very glad to discuss this with you and are confident that we can find a solution together. We will try to reach you personally and would appreciate it if you would give us the opportunity to restore your satisfaction. Kind regards, Your webgo team

Dear Armin, As with Trustpilot, we’d like to emphasize how truly sorry we are that you were affected by repeated and exceptionally burdensome restrictions—and that’s why we appreciate your understandable critical feedback. We know that, especially for business-critical projects, stability, reliability, and transparent communication are key expectations. For that reason, we regret that we weren’t able to meet those requirements to the extent you have every right to expect in the situations you described. We’re fully aware that two significant disruptions on consecutive days don’t just have technical consequences—they also come at the cost of trust. We therefore take your criticism regarding the downtime and the lack of transparency during that time very seriously. Please be assured that this event at no point reflected our own quality standards. Our technical team worked immediately and with the highest priority on analysis, stabilization, and a sustainable resolution. Unfortunately, the solution that had been developed wasn’t sustainable, meaning the same issue caused another period of unavailability the following day. We completely understand, however, that from a customer’s perspective, this was an insufficiently handled situation and wasn’t communicated appropriately. We would like to sincerely apologize for that. Going forward, we will address exactly this point with a particular focus. In addition to further technical measures to improve stability, we are working intensively to make our communication and information processes during any disruptions significantly more transparent, faster, and easier to understand. Such exceptional events are, of course, not the norm—even if your personal experience may have suggested otherwise in the recent past. We understand that, especially for professional or business-relevant projects, trust is built not through words, but through dependable performance. That’s why our focus is now clearly on deriving concrete, lasting improvements from these incidents. We explicitly regret the loss of your trust and would very much like the opportunity to restore your satisfaction. An immediate, personal exchange would be a first step in helping us better understand the specific impact on you and to rebuild lost trust as effectively as possible—step by step. Thank you in advance for your feedback! Kind regards, Your webgo Team

Dear Hassan, Thank you as well for your detailed and open feedback. We’re very sorry that you experienced recurring performance issues over such a long period of time, which in turn led to restrictions in day-to-day operations. With productive WooCommerce projects in particular, we know just how crucial stable performance, short load times, and a reliable technical foundation are. We also explicitly regret that our communication did not give you the impression of a satisfactory, sustainable solution. In particular, the longer response times and the continued dissatisfaction have never been in our interest. At the same time, we would like to be transparent that your case has been actively and intensively handled internally for a very long time. In addition to multiple technical measures, repeated system adjustments, and migrations, your project was also discussed extensively and individually in numerous personal conversations. During these discussions, we repeatedly pointed out that, according to the current state of things, the load spikes we observed are not attributable solely to the server environment. Instead, the specific structure of your website and the resources it requires may also play a significant role. In cases like this—especially with complex dynamic processes, plugins, database load, or shop-specific developments—a deeper review may be necessary by specialized external developers or WooCommerce experts. We understand that such notes do not always provide the quick solution you hoped for. Nevertheless, it’s important to us to communicate honestly and professionally when the underlying cause cannot be fixed purely from an infrastructure perspective even after an in-depth investigation. Our goal has never been to shift responsibility, but rather to work together with you to find a realistic and sustainable solution that fits your individual needs. Your latest message has again been forwarded to our complaints management team for handling as quickly as possible. We will continue to review the case carefully and discuss with you openly which options make the most sense for your long-term requirements. If it turns out that your project permanently requires an even more tailored infrastructure, we will state that transparently as well. If that’s something you’re considering, we’d be very happy to talk with you about an individual server solution and a corresponding offer. Regardless of this, you can, of course, continue to make use of our satisfaction guarantee. We deeply regret the frustration this has caused, and we also thank you for your detailed feedback. Naturally, our goal is to restore your satisfaction and work with you together on a sustainable and fair solution. Kind regards, Your webgo team