BobcaresReviews of bobcares.com

Response from BobcaresSep 29, 2026

Hi Greg, We are sorry to know that the use of the word “unlimited” was misleading and caused confusion. We would like to clarify that on our Server Management page https://bobcares.com/server-management/, we clearly mention: “No limit on the number of servers supported. You get expert unlimited server support within minutes – 24/7.” Here, “unlimited” refers to the number of servers supported, not unlimited support hours. This is also explained in detail on the same page --- "Limitless Server Management and monitoring services do not put a limit on the number of servers supported. You will have 24/7 access to server experts for proactive and on-demand server administration activities, as long as it falls within your total 36 hours/year (Annual billing plan), 9 hours/3 months (Quarterly billing plan), or 3 hours/month (Monthly billing plan) quota" We hope this clarification helps explain how the plans work. We are sorry that this was not clear to you initially, and we appreciate your feedback. Regards, Sruthi S Quality Manager Bobcares

Response from BobcaresSep 3, 2025

Hi Glen, We are truly sorry to hear about your disappointment and want to provide the full context for clarity. Our team followed standard best practices by creating a complete backup before upgrading Moodle from v3.11.18 to v4.2. When issues arose, we attempted to restore the latest backup. Unfortunately, three unexpected failures occurred during the process: i) phpMyAdmin could not handle the full database restore. ii) The hosting panel stalled at 99% during restoration. iii) The hosting provider restored an older backup instead of the most recent one. To minimize downtime, our engineers manually restored the available database and adjusted the configuration, which successfully brought the site back online. These failures stemmed from the limitations of the shared hosting environment—a risk we had previously advised against. A VPS with root access would have eliminated these obstacles. The 5 hours you purchased were fully utilized across backup, upgrade, multiple restore attempts, escalation, and recovery work. However, as a goodwill gesture, we have credited back the entire 5 hours, reaffirming our commitment to fairness and customer satisfaction. We remain dedicated to providing professional, transparent service and regret the frustration caused by the hosting environment’s constraints. Regards, Sruthi S Quality Manager Bobcares

Response from BobcaresMar 1, 2024

Dear Blake, I'm reaching out to address the concerns you raised regarding the DNS records migration and the subsequent challenges you encountered. I'd like to clarify the situation and detail the measures we've taken to resolve the issue. We became aware of the difficulties you faced during the DNS records migration following the DNS switch. It was observed that the DNS records were not correctly transferred to the new server, leading to your concern. We apologize for the issue on our end in ensuring the DNS records were accessible on the new server after the migration. Despite our engineer’s initial belief that the migration was successful, steps were missed to confirm that, which is against our norms. As per the level of service reviews here, this was not our normal level of service and has been escalated and resolved internally. I want to emphasize that this incident does not reflect our usual service quality or our capabilities. As an ISO-certified organization, we follow strict quality standards and have rigorous checks in place to prevent errors. However, when shortcomings occur, we are committed to acknowledging our mistakes, addressing them promptly, and taking steps to prevent them in the future. Following your report on February 28th at 17:00, we confirmed that all DNS records had been accurately restored and were operational. To alleviate the inconvenience this situation has caused you, we have credited your account so that you can continue to use our service cost-free to ensure you see our service standards we provide daily to thousands of customers. You can be assured that we are taking this incident very seriously. We are thankful for your patience and continued trust in us. Our team is committed to providing the high-quality service you deserve, and we look forward to continuing to support your needs. Should you have any further concerns or need additional assistance, please feel free to reach out. Thank you for your understanding and support. Regards, Sruthi S Quality Manager Bobcares

Response from BobcaresJan 15, 2024

Hi Robert, I understand and empathize with your concerns about response times and the nature of our initial communications. At Bobcares, we are committed to catering to diverse client needs through our various service plans. Our standard plan is designed to offer dependable support at an economical rate, whereas our priority plan is tailored for clients who require immediate, direct assistance for more urgent technical issues. It seems that your initial choice was our standard plan, but you have now upgraded to the priority plan, acknowledging its more direct and responsive nature. We regret any inconvenience caused during the transition period for your priority chat login, which now facilitates real-time interactions with our expert techs. I'm glad to hear that you've observed a noticeable improvement in response times since this change. Regarding the protocol for email responses, we initially sent an acknowledgment to confirm we have received your inquiry. Subsequently, we aim to provide a detailed and effective response as promptly as possible, taking into account factors such as your chosen service plan and the urgency of the issue. Concerning the malware issues on your server, we've put forward a comprehensive strategy to ensure thorough cleansing and robust security. To move forward with this solution, we kindly request that you review and approve the proposed plan outlined in our ticket. Ensuring your satisfaction and the security of your server is paramount to us. Should you have any additional concerns or require further support, please do not hesitate to reach out. Regards, Sruthi S Quality Manager Bobcares

Response from BobcaresJul 14, 2023

Hi Damien, I am sorry to hear that your experience with us was not satisfactory, and I sincerely apologize for any inconvenience caused. I know we have talked within a ticket as well and I will respond here as well. We take your feedback seriously and are committed to addressing the issues you encountered. Some clarity is needed and I will explain below. During the signup process, you questioned the 20 server points you raise above and you were happy with our response, as we provided you with an answer that you were happy with. We explained (prior to your sign-up) the following - Saturday 24th June at 13:00 and I quote: “Our Limitless Server Support Plan includes 'unlimited servers for 24/7 on-demand support.' Additionally, you can add up to '20 servers for 24/7 monitoring' within the same plan..….” And to which, you responded - Saturday 24th June at 13:24: “Hi, Thanks for the detailed response. Regards, Damien And then continued to sign up. This point seemed clear from our end. I hope we provided you with enough clarity as your response seems to suggest so. Reeshma provided you with details, as well as myself on the auditing and how to get certain features of your plan. We accept this could be clearer and have taken internal steps to make it easy for clients to see how to access these pieces of information. We also alerted you that the portal team had been notified of this, we take minor and major improvements from customers straight to our internal development teams to action and put live. After some clarity, and the specialized software you mention above, Reeshma (one of our senior team members) alerted you that George KC would be the best fit for all your tasks going forward and was allocated to your tickets. As you acknowledge, there is some software in your stack that is not widely used and we try to support all stacks. When George KC was allocated to your account specifically there was some progress and you wanted George to only work on the issues going forward. “Monday 3rd July at 17:24 Thanks Reeshma, I would like George to finish of the job this week, even if it burns all my hours. Regards, Damien” With all that said, we realize in several of the tickets we were not as timely as we would like to be and are reputable for and we did not hit the service quality levels that we would want. There were some communication gaps, even if the software was not widely used. We have created internal corrective actions for this and we take this extremely seriously. We refunded you the monetary amount of unused hours that were in your account at the time of the complaint ticket. We knew we had not performed the level of service we would want anyone to experience and we take this very seriously. We also provided you with another 5 hours, to use us at any point in the future, hopefully with George KC and our other talented engineers, to show you that we can provide a stellar service that we are known for. Again, we are sorry that your experience was not to the level that clients expect and receive from Bobcares on a daily basis, we hope in the future with your complimentary hours we can make up for this. Regards, Sruthi S Quality Manager Bobcares

Response from BobcaresJun 23, 2023

Hi Keith, I will go through the points one by one, in order to address your review: i) I’ve reviewed this and we would say this is quite timely in nature, in our priority chat software, you had 50+ responses/replies with our tech team member over chat back and forth fluently. Within an hour, we provided you with the errors that you needed to show to a developer. You ended the chat with the following: “I will wait to hear back from the developer. Thanks for your help”. The issue was resolved at that point and left with yourself. ii) Regarding this task, we admit that we did not provide the correct disclaimer to alert you about a scenario where during the maintenance, some downtime could have happened. The corrective action on our end has been taken and we could have provided a better disclaimer. On the back of this we gave you 5 priority hours to use for our service in future. We should have understood more clearly your off-peak hours at this time. We are sorry for this. iii) We admit that while we were able to provide you with a solution you accepted and asked us to schedule, the two team members could have communicated better, the architect of the solution and the team member performing the task in the morning off-peak hours. The redis cache element had a gap in communication, whether the client (yourself) needed to confirm or not. This is not the Bobcares standard. I see that even after this one star review, you have come and used our service where you thanked us for our help. While you have had many good experiences using our brand since late 2022, with audit tasks, alert handling and more, we know that these specific issues listed above were not to the Bobcares level both you and we expect. We’re providing you with a refund for your service plan and are providing you with hours and service in the future. Regards, Sruthi S Quality Manager Bobcares

Response from BobcaresMay 7, 2023

Hi Anthony, As per your review, and several emails between us about these specific issues, I’ll address specifics and other points below. 1. If you are referencing the server migration at the end of December 2022, we would like to bring to the attention of the readers here that while there were some glitches during the migration, Sherin (our server admin lead) and I met with you in January 2023 to discuss these issues and take corrective action. I trust you recall the meeting, and that you were pleased with the steps we took to improve the service quality. For your convenience, the meeting minutes of that call were provided to you, so you can recall the positive nature of that call in relation to the actions and feedback. 2. For your other points, I would bring to the attention of the readers that a) You acknowledged our efforts and improvements in your feedback on March 18th via ticket #230171: "Overall it has been good, we had some rough patches but we have gotten thru them and the QC managers always are able to correct the problems." We had not had anything else suggested anywhere else. 3) Regarding being “offered a refund”, we did provide you with a partial refund and that was processed already so I do not believe it was just offered, we offered a partial refund even though we had no obligation to do so as we thought it was appropriate. 4) We discussed this on the call on Jan 24th at 7 AM CST. 5) I believe this is in regard to the WordPress issue. We’ve tried to prove to you that this was not us. We’ve asked for logs if you believe this was us. We stand by our point that we were not the party at fault for the WordPress auto-update issue. 6) Since April 6th, I see that you have interacted with only two people in the business, myself and Visakh. I discussed this particular point with Visakh and we were not able to find a place where we tried to upsell you additional services since this point. 7) As I see, you raised the cancellation on April 6th, after the WordPress ticket. We have not billed anything since that point. We take every piece of customer feedback seriously. Whenever there was an issue, we investigated it and you provided us a positive feedback with regards to our QC process per 2) above “QC managers always are able to correct the problems.” We take QC seriously and we get on calls/interact with any customer that has anything but a stellar service until we receive positive feedback. We’ll always do that for every customer, new and old. I’m sorry you feel this way in regard to our service. Regards, Sruthi S Quality Manager Bobcares

Response from BobcaresDec 15, 2022

Hi Grant, Sorry to hear that you are not satisfied with the service we provided. I accept that our server administration team in this case did not work to the normal Bobcares standard. Let me clarify that for the server setup task, the team took 16 hours and 8 minutes as billable time (not, 24 hours). I understand a few delays occurred due to an unexpected surge between Nov 11th till Nov 14th. As Bobcares always value our customer satisfaction, we reverted the credits back to your account. Grant, I opened a ticket for you where I explained the corrective measures moving forward to address all your issues. Regards, Sruthi S Quality Manager Bobcares