AB
Arthur B
1 reviews | Active since Jul 2012
28 Jan 2026, 13:55
Xneelo’s service has always been top-notch but...
Xneelo’s service has always been top-notch and truly five-star, however over the past few months there has been a noticeable decline. Over the last two days alone, I’ve experienced multiple issues with servers and websites, and each time I’ve reached out via chat, the waiting time has exceeded 60 minutes.
Today, a client’s website went down, and I waited over an hour for assistance from Brent. While the issue was eventually resolved, the sites went down again shortly thereafter. I have now been waiting for more than 75 minutes and am still awaiting support.
I’m concerned about how this aligns with the level of service Xneelo is known for, especially as my client is now holding me responsible for the downtime.
Helpful (0)
Replies (3)0
Replies (3)
Xneelo's replyOfficial
28 Jan 2026, 14:37Hi Arthur,
We appreciate you taking the time to share your recent service experiences with us, and we completely agree that this is not the level of service we wish to offer or the level of service you have come to know and expect from xneelo.
We appreciate you taking the time to share your recent service experiences with us, and we completely agree that this is not the level of service we wish to offer or the level of service you have come to know and expect from xneelo.
We fully understand how important our service delivery is in supporting you and your customers, and we do not take this responsibility lightly.
A service manager will be contacting you shortly to further discuss your experience and the measures we are taking to address this at the moment.
Kind regards,
Your xneelo team.
Xneelo's reply28 Jan 2026, 14:37
Official
Hi Arthur,
We appreciate you taking the time to share your recent service experiences with us, and we completely agree that this is not the level of service we wish to offer or the level of service you have come to know and expect from xneelo.
We appreciate you taking the time to share your recent service experiences with us, and we completely agree that this is not the level of service we wish to offer or the level of service you have come to know and expect from xneelo.
We fully understand how important our service delivery is in supporting you and your customers, and we do not take this responsibility lightly.
A service manager will be contacting you shortly to further discuss your experience and the measures we are taking to address this at the moment.
Kind regards,
Your xneelo team.
AB
Arthur B's updateReviewer Update
19 Feb 2026, 09:53I wanted to follow up on my previous post. It’s important to acknowledge that since these issues occurred, Xneelo has clearly made a considerable effort to improve its support services.
The communication from their service management was proactive, and I’ve noticed a significant improvement in response times and technical stability. It’s encouraging to see a provider take feedback seriously and take concrete steps to return to the five-star standard we rely on to support our own clients.
AB
Arthur B's update19 Feb 2026, 09:53
Reviewer Update
I wanted to follow up on my previous post. It’s important to acknowledge that since these issues occurred, Xneelo has clearly made a considerable effort to improve its support services.
The communication from their service management was proactive, and I’ve noticed a significant improvement in response times and technical stability. It’s encouraging to see a provider take feedback seriously and take concrete steps to return to the five-star standard we rely on to support our own clients.
Xneelo's replyOfficial
19 Feb 2026, 14:23Good Afternoon Arthur,
Thank you for the follow-up comments. Thank you for allowing us the opportunity to discuss and attempt to address your concerns.
It's reassuring to hear that the improvements we have implemented are yielding the intended value, and we appreciate your continued support.
Warm regards,
Your xneelo team
Thank you for the follow-up comments. Thank you for allowing us the opportunity to discuss and attempt to address your concerns.
It's reassuring to hear that the improvements we have implemented are yielding the intended value, and we appreciate your continued support.
Warm regards,
Your xneelo team
Xneelo's reply19 Feb 2026, 14:23
Official
Good Afternoon Arthur,
Thank you for the follow-up comments. Thank you for allowing us the opportunity to discuss and attempt to address your concerns.
It's reassuring to hear that the improvements we have implemented are yielding the intended value, and we appreciate your continued support.
Warm regards,
Your xneelo team
Thank you for the follow-up comments. Thank you for allowing us the opportunity to discuss and attempt to address your concerns.
It's reassuring to hear that the improvements we have implemented are yielding the intended value, and we appreciate your continued support.
Warm regards,
Your xneelo team