ICDSoft - 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:


Qualified thumbs up. - Review by Darren submitted on July 21, 2002
Customer's web site: Submitted but not made public
Length of time hosted by this company: 1 month - 3 months
Date when last hosted by this company (as of July 21, 2002): Current customer
Plan used: the only one available
Customer service rating: 9 out of 10
Technical quality rating: 9 out of 10
Cost rating: 10 out of 10
Overall rating: 8 out of 10
I have worked in the hosting business before, front to back. The main things that were important to me then are important to me now: security, uptime, response time, service improvements, and communication.

You can read everybody else's comments for how tight their setup is; front line support team is truly fast.  I signed up for the great deal and the fact that unhappy customers listed on this site were given a fair explanation.

Which brings up communication.  Their programmers had recently launched a more secure internal webmail product.  That's great, and it solves some problems of the former product, but something was lost in the transition... i.e., customer communication.  I wouldn't have spent an hour doing addressbook entries in the old release if I knew that they couldn't be ported to the new release.  Better still, if I'd known when there would be a new release or how to get to it, I would have started there instead.

Having been on the other side, I know these guys do a ton for my (sixty) dollars.  I also know that it doesn't cost a penny to properly set a customer's expectations.  Anyone paying so little for their level of service should be willing to accept some mild changes...so long as they're warned and updated.
Keep up the good work :)



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