Magento Go Review – Sucking Support & $99 Ripoff for SSL Setup

by Yang Yang on September 27, 2011

Magento goI officially signed up with Magento Go‘s Going Places plan for $25 / month and paid $99 for my SSL to be installed. It’s been 3 days and I wish I had better things to say about them.

And this is my review.

Uptime: 4.7 / 5

It’s too early to tell because I’m only with them for 10 days (in trial for 7 days). Sometimes it’s a bit slow. Magento is known to be resource-intensive. But as of now, Magento Go has been constantly up and responsive for me.

Price: 2.5 / 5

I would have given them 5 / 5 if I don’t have to pay $99 for my SSL to be installed – yes, that’s JUST for the installation service, not the SSL. You have to provide your own SSL certificate purchased from a CA to them. And this didn’t turn out to be very pleasant. I’ll come to that later.

The $1 million stimulus package that they promised to discount the monthly subscription fee by $15 for a year hasn’t been activated for me – and I contacted them about this twice – got NO responses of any kind. Waited nearly 24 hours and still no emails. So I logged back in to see the tickets. You know what I found? The tickets are all DELETED, like it’s never happened before.

What kind of support does that?

So the $1 million stimulus program is pretty much false advertising. Chances are, you won’t get it. Or you will. We are totally at their mercy.

Features: 4.1 / 5

If you are ever building an online store, once in your life time, you should use Magento Go. It simply makes sense.

After trying a few more online store builders, I think I’ll unsay the above saying.

Everything seems good, if not great. There are some parts that can be improved, such as the theming system, backup system, etc.

Their top plan for $125 / month offers a tingling of just 32GB monthly bandwidth. Anyone with decent SEO skills would easily hit that mark in half a year, especially if you’ve got lots of large images for the products. And extra bandwidth are charged $10 / GB. Pretty expensive. AND they don’t even have a bandwidth meter where you can see how much you’ve gone so far. So good luck…My tip is to use external website for hosting the product images.

Otherwise, Magento Go is simply NOT an magento go: not for growth. Be prepared to pay premium when you are locked in with them.

Support: 0.8 / 5

Appalling. If you are ready to pay $xxx per month for the top plan, you would probably be treated much better. But that’s just a theory.

I opened a total of 9 tickets, they DELETED 3 of them and responded to 3 of them.

They sent a very important message to *my* email. I didn’t receive it. Because that’s NOT my email, not even close. How hilarious is that!

Ticketing system is very hard to use. You would view the message and then click “Back” to return to the previous page to reply to it – if you have to quote something, you click “Forward” to view the message sent to you and then click “Back” again to continue writing. Very user-UNFRIENDLY ticketing system.

I posted a “Problem” message to the collaboration site (a collaboration support community to help dilute the workload of the REAL support team) about how my SSL hasn’t been installed after paying $99 and why my tickets got DELETED in the ticketing system. You know what they did? They changed the “Problem” status to “Question“. You know, it doesn’t look pretty in red.

Quick Facts about Go’s Support

People love interesting facts. Here are them.

  • A total of 3 tickets that got NO responses and simply got DELETED:
    1) A request for installing my SSL attached with my certificate files from GeoTrust
    2) A request to be enrolled in the $1 million stimulus package they promised – $15 monthly discount for next 12 billing cycles
    3) A question why my store home page doesn’t display the newest products after I added them in the backend – tried 2 different approaches but none of them worked.
  • After I complained about the SSL installation, they claimed to have sent an email to me at yanghit (@@@@@) gmail dot com. Apparently I didn’t receive it. Because that’s NOT my email, nor anything close.
  • For me, their support turnaround is about 12 hours, sometimes as long as 3 days, IF they respond at all. (I just recalculated the actual turnaround based on tickets’ and questions’ time stamps)

12 Hours Support Turnaround

Any support turnaround that’s 12 hours or longer is just unacceptable for mission critical sites such as eCommerce stores. Ordinary content sites have an eCPM of about $5 – $50 per thousand visits, however, online stores generally averages $200 – $2000 per thousand visits. Every hour of problem or down time causes substantial loss; the greater the traffic & conversion rate, the greater the damage.

People who choose Go are generally not technically oriented and would require a lot of help along the way. It would be a very painful experience for them should something get haywire yet they can’t get anything done in 12 hours.

Magento Go has got to seriously work on that.


They got a final score of 60.5 / 100. Merely passed.

I will keep you updated on my experience with Magento Go. Even though their support isn’t the best in the world, I’d still recommend them to you. Hopefully they can see this review and give their support department a revamp.

I would love to see Magento Go becomes the go-to brand for online eCommerce solution. However, as of now, you would be better off with CE and do your own hosting, if you’ve got some technical nerves. In this case, I would like to recommend the Avalanche Magento theme.

What other folks are saying…

Seems I’m not alone on the bad experiences with Magento Go:



Update: I submitted a ticket and a *problem* at the collaboration site asking for a refund of the $99 SSL setup fee and they finally got back to me, addressing a question I asked 23 hours ago. After a few more tickets (each taking 2 – 3 hours for them to respond), my SSL is finally up and working.