AIT - Review Response

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Please note that this form is only for web host company's representatives.  Responses from others will not be posted.  Customers should submit new reviews or email the original reviewer instead.

You are responding to the following review:


Tech Support Black Hole - Review by Anonymous submitted on March 14, 2002
Customer's web site: Submitted but not made public
Length of time hosted by this company: 1 year - 3 years
Date when last hosted by this company (as of March 14, 2002): Current customer
Plan used: Server 2
Customer service rating: 1 out of 10
Technical quality rating: 3 out of 10
Cost rating: 3 out of 10
Overall rating: 2 out of 10
This write up represents OUR direct experience.  Readers should make their own decisions.  AIT looked great on paper. Our experience: No customer service function (at all).  Our experience: Tech support simply "dried up" if they were unable to solve our problem on the first call.  We had ABSOLUTLEY NO ACCESS TO MANAGEMENT or SUPERVISORY STAFF.  It didn't matter what wasn't working with our site or mail, or what services AIT could NOT deliver.  We could not get to any executive in that organization--by mail, email, phone or fax! (The same, least experienced staff would "happily" continue to run and re-run the same tests, reinvent the same wheels day after day after day and confront the same dead ends--but we could NEVER, EVER get to a higher level manager or a "higher-level" tech. (who we were sure "could have" helped) It seemed to be "policy," (customers just didn't count at AIT) No amount of cajoling, pushing or even begging could get our serious problems resolved promptly.  If they couldn't "fix" it, it was ALWAYS our problem, or our ISP's problem (our ISP was another division of AIT!) or...but, never them.  They hung us out to dry FOR WEEKS without access to sending/receing mail, for example.  We loved 'em until our first problem, then we wanted to slit our own throats.  AIT is a risk we would NEVER take again.



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