Disappointing Support Experience Led Me to Switch Hosting Providers.Recently, my website was suspended by SiteGround due to a malware infection. What followed was one of the most frustrating customer support experiences I've ever had.First, I struggled to even access their live chat support, as it's hidden behind layers of knowledge base articles. When I finally connected with an agent, they were completely uninterested in helping me resolve the issue efficiently.I explained that I had specialized software that could quickly clean the infected files, but the agent refused to temporarily lift the suspension to allow this. They didn't even mention the possibility of whitelisting specific IPs - a solution I only discovered later through the ticket system.After creating a support ticket on March 25th, communication was excruciatingly slow:Initial response at 9:29 AM3-hour wait for follow-up responsesNew infections appearing faster than I could clean themMultiple unanswered urgent messagesWhen I requested a clean backup restoration, the new agent (Kostadin) simply directed me to knowledge base articles or offered a paid manual restore service. Despite deleting all files as instructed and sending multiple follow-up messages, I waited hours without response while my site remained down.Fed up with the lack of urgency and solution-oriented support, I researched alternatives and discovered Scala Hosting. The difference was night and day:Immediate response to my inquirySeamless migration of my website and emailProactive, step-by-step guidance throughout the processSite back online within hours, with proper malware removal supportHalf the price of SiteGroundIf you value responsive support that actually solves problems rather than creating obstacles, I strongly recommend looking beyond SiteGround. Their support team seems more interested in following rigid protocols than actually helping customers in crisis situations.
