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Please note that this form is only for web host company's representatives. Responses from others will not
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You are responding to the following review:
| Terrible service - Review by
Anonymous submitted on April 2, 2003 |
| Customer's web site: www.starrlabs.com |
| Length of time hosted by this company: over 3 years |
| Date when last hosted by this company (as of April 2, 2003): Current customer |
| Plan used: What they call Classic and now their Basic plan |
| Customer service rating: 1 out of 10 |
| Technical quality rating: 5 out of 10 |
| Cost rating: 1 out of 10 |
| Overall rating: 2 out of 10 |
They used to have acceptable service and I've been with them for 6 years. We recently switched from a Classic service to the Basic service,their current offering that has more available services.
Aside from the hidden charges such as a "Club" fee that accompanies "free hosting" their tech support has disappeared. They promised 24/7 telephone support so expect to spend several hours, perhaps weekly, on hold. They prefer email support so expect to see a lot of this "This is an auto-generated response. You will NOT receive a reply to your email." Their techs are polite and bright, but they each have a (sometimes radically) different solution to a given problem. Often a convincing solution to a technical question doesn't work at all and is followed up with a completely different explanation. Depends on who you talk to. It's taken two months for them to get my username and password working costently. It still doesn't work and now they've accidentally locked our site to all visitors. We've spent three hours on hold today alone and have sent several of their special "customer care tickets" to no avail. I don't mind being over-charged, but the service that was once ok has become absolutely the worst! They also need more songs on their music-on-hold loop. I've memorized all of them by now.
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