BobcaresReviews of bobcares.com

202 E Earll Dr #410, Phoenix, Arizona

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The Fair Hearing score

4.8/ 5

Excellent

390 reviews

Bobcares4.8Excellent

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About Bobcares

Bobcares provides server management and outsourced support over help desk, phone and live chat for web hosting companies and other online service providers.

Bobcares (bobcares.com) has 390 customer reviews on The Fair Hearing, with an average rating of 4.8 out of 5.

Also known as: bobcares.com
Website: bobcares.com
Category: IT & Communication
Location: Phoenix, Arizona
Listed on The Fair Hearing: 2026

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Jan 14, 2024

I was really hoping these reviews were right

I was really hoping these reviews were going to be right and that maybe every outsourced indian company that I have tried in the past were going to be just a bad experience, but theses guys were going to be the "real Deal" - how wrong was I. First of all - there average response time that they advertise, is how long it takes them to respond to you a generic message saying we have received the ticket and to give them a "moment" to look. This is purely to keep up their stats, and ends up becoming annoying when every response you hope is a tech but it's just someone telling you "moment". When you do hear from someone - it will literally just be to ask you more questions, and then you'll have to wait hours for them to send another one back so that an average ticket can take 6 - 12 hours because they don't sit and work on your ticket, they are trying to have good stats by saying that they reply, despite the tech never actually doing anything. They will never use their own initiative, you'll always have to tell them what to do. For example, they focus on scanning my server twice now for viruses despite files being created that shows there is something that is still there - no one thinks about it until I again point it out and say I've scanned the server that's taken 24 hours twice now, but whatever is there, is still causing it to be there - shouldn't we make sure we are secured before running another virus scanner. Oh yes, let us now work on a script to close back door. You will have to hold there hand ALL the time. Every single time, hold their hand.

By Robert P.

Response from Bobcares· Jan 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