42 Responses

  1. Saqib Khan
    Saqib Khan December 24, 2012 at 19:25 | | Reply

    No doubt WP Engine comes with many features that we can’t find elsewhere, but what sets me back is the alarming high costs. The pricing is not a “bit costlier” but I can use the word “overpriced”. Of course not everyone will agree to this, when we take in to account the costs from Hostgator, Dreamhost and others.

    1. Ryan
      Ryan March 1, 2013 at 16:40 | | Reply

      That seems to be the most common hangup that I hear about WP Engine. The thing is, I find that WP Engine saves me time each and every month. That’s time that I can be using elsewhere. And they give me peace of mind – I know my websites can handle traffic spikes, have daily backups scheduled, etc. Obviously they don’t fit the hosting bill for each and every website, but they do an excellent job for those that do.

  2. Austin Gunter
    Austin Gunter December 25, 2012 at 05:53 | | Reply

    Hey Jean,

    Thanks for the review. From where I’m sitting, it looks like you were focused on achieving a balanced perspective of WP Engine’s strengths as well as our weaknesses. Thanks for the review! I wanted to add a few things, and then also respond to the commenters so far!

    [NB: I manage the content and community marketing for WP Engine, so please assume all appropriate biases in my comments :-)]

    In terms of support, you’re absolutely right that up till now, we haven’t offered 24/7 support, but we always have on-call admins and developers who can be raised in the middle of the night, plied with the darkest roasts of espresso, and who will go to troubleshooting your site quickly, regardless of the time, or the time zone.

    In 2013, one of our top priorities is hiring out to 24/7 support. Obviously, we’ll continue to do that in the same deliberate way, and only hire awesome people that are excellent for you to work with, and who also know their WordPress. One of our founders and the CEO, Jason Cohen, wrote about those values here: http://wpengine.com/2012/11/creating-a-company-culture-that-thrills-customers-at-wp-engine/. Rest assured that as we get to achieving 24/7 support, you’ll continue to get ticket responses within half an hour, from awesome, friendly engineers.

    @Saquib: You ask a great question, and it’s a common one. Frankly, the generic answer is that managed hosting may not be the right choice for people who are primarily concerned about getting the cheapest hosting. Still other folks pay for a dedicated server or a VPS that they self-manage (which isn’t cheap), because they like doing all the sysadmin stuff. But if you want a cost-breakdown of what goes into $30 a month for hosting, you can check out wpengine.com/expensive.

    @Chris: you’re definitely right that only the exceptions get tons of traffic. But scalability isn’t the only concern of our customers. We host a lot of sites for large companies who pay for a security guarantee so they know that no matter what, we’re patrolling the security of their site so they don’t have to. Or they go for incredibly fast page-load times which dramatically affect their SEO, so that the traffic they DO get is more likely to convert. Sometimes less is more, but your site still has to represent your brand.

    Thanks again for the questions!

    -Austin

  3. Chris Langille
    Chris Langille December 25, 2012 at 04:56 | | Reply

    Good read. Although I don’t use them personally, I think their service is worth every penny. That said, I see why people are afraid to pull the trigger.

    I can’t remember exactly where I saw this, but there was an article stating that roughly 85% of WordPress blogs get less than 1,000 hits per day.

    I’m not sure how accurate that is, but if it’s true I guess that just isn’t enough traffic for the average blogger to spend that kind of money.

    P.S. BackupBuddy is awesome though!!

  4. Jeff Sauer
    Jeff Sauer December 25, 2012 at 18:37 | | Reply

    Great Review Jean. I don’t think I could write it better myself. I had the same reservations about losing the exact same 4 plugins (well, caching, DB backup, Broken Links and Related Posts… I had used slightly different DB and Caching plugins). I quickly found a better related posts plugin called Related Posts Thumbnails.

    The other items you mention are also things I had to sort through and I have also been frustrated with their limited support. Case in point, the time I accidentally wiped out my wp-config file and they never responded to my request for restoring. I had to delete and start over from scratch. The other frustration I have is with their homepage. It’s completely unfriendly for existing customers because it’s geared entirely toward acquiring new users.

    Overall I’m quite happy with my 10 site developer pack.

    Thanks for your thoughtful review.

    1. Austin Gunter
      Austin Gunter December 26, 2012 at 04:22 | | Reply

      Jeff, I’m sorry to hear that you didn’t get a response back with your support issue! That’s definitely not in line with how we normally see support go! In fact, that’s the exact opposite of what I typically hear. It may be water under the bridge at this point, but please don’t hesitate to email me if I can help out with this, or anything else you may run into in the future: austin@wpengine.com.

      Thanks!
      -AG

      1. Jeff Sauer
        Jeff Sauer December 26, 2012 at 16:55 | | Reply

        Thanks for the offer Austin – I am sure it was just a small lapse. Other times I needed a response it did come in timely. This time just happened to be when I needed it the most. Fortunately, I was able to fix the problem. Will keep you in mind for next time if this happens.

  5. WPStuffs
    WPStuffs December 26, 2012 at 16:38 | | Reply

    Very indepth review I think WPEngine is one of the best WordPress hosting but costs much higher than VPS hosting.

  6. Mike Zielonka
    Mike Zielonka December 26, 2012 at 21:47 | | Reply

    Great review. Their support has been awesome for me. Since I moved to them I ran into a lot less hosting issues related to WP which I think is a direct collation to them optimization their servers for WP.

    I take great comfort in them doing only WP. IMO WP Engine and Zippy Kid offer the best WP only solutions right now.

    I share the same concern as most of you do…which is there are certain plugins that are bad. But as most of you learned, there are very good reasons why they are banned and frankly will not allow you to scale very well at all.

    Keep Rocking WP WP Engine! Shout Out to Trafton for getting me hooked on WP Engine!

    If you guys have any other questions about their services and want the opinion of a customer, hit me up on twitter @mikezielonka.

  7. serdadu2
    serdadu2 December 29, 2012 at 04:42 | | Reply

    wow.. fantastic

    thanks nice share bro

    greeting

    peace

  8. Arick
    Arick February 24, 2013 at 02:43 | | Reply

    I definitely would like to try WP Engine for couples unmanaged domains. Using shared hosting is good but when it grow bigger, lots of downtime will happen. Time to try another hosting packages. The choices are VPS or Managed hosting just like WP engine. In the end, both of the choice will be replaced by Dedicated hosting or even dedicated server. The only question which bugging me is: whether WP engine is dedicated hosting with low prices or just ‘managed hosting’?

    1. Austin W. Gunter
      Austin W. Gunter February 26, 2013 at 02:21 | | Reply

      Hey Arick, I think there is a 3rd option. We’ve got all the benefits of a dedicated host, but the difference is in how we manage your servers for the scalability and security of WordPress. You *could* have a dedicated box, but we’re actually able to charge less because we run our servers *very* efficiently, and at scale!

  9. Frank Shafer
    Frank Shafer April 14, 2013 at 05:58 | | Reply

    Hi Jean,

    I couldn’t agree with you more – I host with WPEngine and I won’t be going back to shared hosting anytime soon. Sure, it’s a bit more per month, but it’s really not that bad when you think of it as a fully managed WordPress host. They’ve updated WordPress for, did some tuning on my theme just because, and generally have pretty awesome support. Speed and load times are excellent and were worth the increase in price by themselves in my opinion.

    – Frank

  10. Cesar Falcao
    Cesar Falcao April 28, 2013 at 01:54 | | Reply

    I’m using WPEngine for almost a year and I couldn’t be happier. A start I got a little afraid about the price, but now I cant see any other solution for my host. Fast, secure and excellent uptime.

  11. Cesar Falcao
    Cesar Falcao April 28, 2013 at 01:56 | | Reply

    EDIT: I’m using WPEngine for almost a year and I couldn’t be happier. At start I got a little afraid about the price, but now I cant see any other solution for my host. Fast, secure and excellent uptime.

  12. satish
    satish July 15, 2013 at 13:29 | | Reply

    My WordPress Powered Site with zippykid had some support issues. So, I checked some other options such as WPOven, Page.ly, Synthesis, WPEngine. Page.ly donot give Site migration in their basic plan. WPEngine, WPOven and Synthesis gives Site migration assistance. WPEngine being the most popular. So i decided to switch to wpengine

    1. Jean
      Jean July 15, 2013 at 14:02 | | Reply

      I’m sure you made the right choice Satish.

    2. Austin Gunter (@austingunter)
      Austin Gunter (@austingunter) July 16, 2013 at 01:01 | | Reply

      Thanks Satish! Hope you’re loving everything so far 🙂

  13. Per-BKWine
    Per-BKWine July 24, 2013 at 15:36 | | Reply

    On the support: agree that it is a pity that it is not totally 24/7.

    On the other hand, they are tremendously responsive during their office hours and even outside those you can usually get hold of the emergency support.

    In short, I have been very impressed by their support. (I’m a customer since 2-3 years)

  14. Teri Adler
    Teri Adler July 30, 2013 at 23:50 | | Reply

    Super fast hosting, and nothing short of that. So happy that I switched my real estate website over to WP Engine several months ago.

  15. Julie Anne Rhodes
    Julie Anne Rhodes November 29, 2013 at 19:36 | | Reply

    Interesting post and comments. I have been researching, and WP Engine were most definitely my first choice for my own website’s needs, UNTIL I tried to reach their sales department (ready to buy a year in advance and initiate the migration of my website to their servers). Three times throughout the day I sat through long hold times only to end up having no choice, but to leave a voice message – which so far 10 hours after the first, has not been returned. This is quite worrisome when sales are usually MORE eager to speak with you than technicians.

    After reading the Austin Gunter’s 2012 reply about adding 24/7 phone support in 2013 (and it is now November 29, 2013) I am more alarmed about the lack of response. Shame, I really thought they would be the solution. Clearly not.

  16. Julie Anne Rhodes
    Julie Anne Rhodes November 29, 2013 at 19:50 | | Reply

    Yes please, I would love for it to work out.

  17. Austin W. Gunter
    Austin W. Gunter November 30, 2013 at 11:11 | | Reply

    Hi Julie Anne,

    I’m with WP Engine and I want to apologize for the lack of a positive experience that you had with us. I’m assuming you were calling on Black Friday, one of the busiest days for any sort of business, so I can fully understand how you must have been pulled in a million directions. I’m on call for WP Engine support all Thanksgiving weekend, so I can personally relate.

    We have seen a spike in sales requests in the past 48 hours, and while we have a growing sales team, we’ve erred on the side of hiring more support than sales most of the time, which might have meant we weren’t able to return your call yesterday. I’d like to follow up with your message directly so that I can escalate this to our sales team and have them reach out to you first thing Monday morning!

    If you wouldn’t mind, please send me an email directly, austin@wpengine.com, include a bit of info about your site, and I’ll personally get the ball rolling for you.

    Thank you so much for writing here, and offering us feedback. That helps us get better as a company.

    Talk to you soon,

    -Austin

  18. Per Karlsson, BKWine
    Per Karlsson, BKWine November 30, 2013 at 04:31 | | Reply

    In no way am I representing WPE, I am just a customer. But what you say Julie (and Jean) surprises me.

    I am already a customer so I don’t have much contact with sales, so no opinion on that.

    On support though:

    live chat is (unfortunately) only available during (US) office hours.

    HOWEVER, they do have 24/7 phone support. At least that is my experience. I have at a few occasions had reason to contact them urgently during my daytime (central Europe) which is in the middle of the night their time.

    They do have a 24/7 phone number and I have been able to reach a live tech person in the middle of (their) night. Not a top level expert support guy of course, but at least someone who did take ownership of the problem and made efforts to resolve it.

    Usually, if it is not very urgent, I use email (Zendesk actually) to contact support and in 9 cases out of ten (or better) I get very prompt answers.

    1. Julie Anne Rhodes
      Julie Anne Rhodes November 30, 2013 at 10:53 | | Reply

      I’m still in the startup stage of one of my businesses which means I am still wearing most of the “hats”, working 12 hour days, and that makes my time my most highly valued commodity – I called that number 3 x during the busiest sales day of the year, and they not only kept me on hold for 5 minutes each time, I then ended up with a voice mail at the end of it. I went through this process 3 times, left two messages and received NO call back as promised, none, nada, nothing. I even tweeted them as Jean recommended, and no reply.

      The whole point of paying the high price of a managed hosting company’s fees is to be able to delegate part of what I have to manage within the company to the most capable person and/or company in order to save my time for more pressing matters that need my attention specifically. I fail to see how wasting my time is either confidence inspiring, or more importantly fulfilling any part of the service they are supposedly offering?

      I am extremely disappointed, because I did a LOT of research before trying to contact them. It would have been their easiest sell ever, the sales people didn’t even have to do any work – all they had to do was return my call in a timely manner! What an appalling way to run a business.

  19. chuckcalamity
    chuckcalamity March 22, 2014 at 15:05 | | Reply

    I’m a WPEngine customer (signed up about a month ago). I was disappointed to find out yesterday that their chat support stops at 6pm central and I missed them by an hour. Then I was very surprised to find out that their chat support isn’t available on weekends! All this talk about 24/7 support and hiring more staff, etc. Why not AT LEAST offer chat support during business hours, 7 days a week?! (I currently need support and now I have to wait until Monday.)

    Another thing that disappointed me was one of their main selling points (right on their home page) of “Curated Plugins & Themes,” turned out to be a lot of over-hype —

    Quote: “Befuddled by the thousands of plugins available? Not sure which WordPress theme is the best for you? We’ll suggest the best based on our own experiences. We love working with the WordPress community and third party plugin developers to make sure you don’t waste time trying to find the best WordPress plugin.”

    The only thing they have is one blog article that mentions a dozen or so plugins specifically for ecommerce sites.

    There is a real opportunity to actually make a directory of tested, proven, useful, stable, well-documented, well-supported plugins that make WP great. ANYTHING would be better than the mess that is wordpress.org/plugins.

  20. chuckcalamity
    chuckcalamity March 24, 2014 at 15:08 | | Reply

    Well, I was finally able to speak to support after waiting all weekend. Here’s how that went:

    *** I would also like to point out, that at the time of this comment, their home page makes two very nice, juicy sounding claims about their service ***

    1) We’ll suggest the best plugins based on our own experiences. We love working with the WordPress community and third party plugin developers to make sure you don’t waste time trying to find the best WordPress plugin.

    2) A lot of hosting companies say they have “great support”, but few can claim that a WordPress hosting expert will answer all your questions. At WP Engine, there’s no “first level” of support. The entire staff at WP Engine are the best WordPress experts, so you never hear “We don’t know how to do that.”

    — Ok, on to the support chat —

    Me: I’m trying to find a plugin that will let me take an external RSS feed for a podcast, and display it using the media enclosures as links. I’ve looked at several plugins but can’t find anything that does this. It’s odd, because SimplePie can do that, and that’s what powers WordPress’ RSS parsing. What do you recommend?

    Support: That’s something I don’t have any experience with personally. And no one here has ever done anything like that.

    Me: I was told I would be talking to a WordPress expert. Your site says: you never hear “We don’t know how to do that.”

    Support: Haha good point. But you can’t expect us to literally know everything.

    Me: No, just stuff related to WordPress.

    Me again: So do you or someone else there have any experience with SimplePie?

    Support: Nope. That’s nothing I’ve ever heard talked about around here.

    Me: (speechless)

    The support chat ended with: How likely would you be to recommend WPEngine to your friends?

    (on a scale of 1 to 10)

    [Zero]

    1. laneholt
      laneholt March 24, 2014 at 16:10 | | Reply

      Hi Chuck,

      My apologies we did not supply you with the level of support to meet the expectations we set forth. We do our best to know as much as we can about all of WordPress. This particular function is important to many WordPress user, but what you were hoping to do with it is something that must be called by customer code in themes and plugins. This is why the tech you chatted with wasn’t familiar with it. We are taking this feedback to the team and will be training the staff on this functionality. I wish we could have met your expectations, and we hope you allow us another chance to do so. I’m happy to talk more with you if you would like. You can reach me at lane@wpengine.com

  21. M-patch 2 Review
    M-patch 2 Review February 27, 2015 at 09:11 | | Reply

    I do accdpt as true with all the concepts you’ve presented on your post.

    They are very convincing and will certainly work.
    Nonetheless, the posts are tooo quick for beginners.
    May you please lengthen theem a little from subsequeht time?
    Thank you for the post.

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