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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:


Poor customer service - Review by Mikko T. submitted on October 18, 2002
Customer's web site:
Length of time hosted by this company: 1 year - 3 years
Date when last hosted by this company (as of October 18, 2002): Current customer
Plan used: Pro
Customer service rating: 3 out of 10
Technical quality rating: 7 out of 10
Cost rating: 8 out of 10
Overall rating: 3 out of 10
Well I must agree on the customer service, it's non existent. I had a situation on my site, I exceeded my bandwith quite a lot. I noticed it only few days after it happened. I had no emails about it...I had to make ticket to them. That's ok by me, I can monitor the site myself too if needed.

It took almost a week to handle this simple thing, I wanted to know how much it's going to cost. It took several days before I got an answer how much I owe them and we both agreed on it (they emailed promptly back everyday just fine during the week). Ok, then came the weekend, I don't work on weekends and I don't read my emails during weekends (I used my work email, not home) so next monday I got an email waiting for me, saying I have to answer them within 48 hours or they they close the ticket. The mail that had the total cost I owed them came in the evening before the weekend, on friday, so I didn't see it untill monday. Anyway, I answered them that I agree and let's do that and charge me for the due I owed them and waited one day, nothing happened. I emailed them again (I used the address in the support ticket and it was recorded in the ticket itself so it coulnd't been lost anywhere, it's still there) and I was now getting frustrated because no one has yet replied. Nothing happens, I wait another day and make another support ticked asking what's taking so long (foolish, I know, I was angry at that time). Still no answer. I was replied everyday before and now suddenly no answer. Did they all go on vacation or what has happened. Or is this the "silence treatment" troublesome customers get?

I still want to pay them what I owe. But I guess I'm not so important customer to them so I can be treated like this with no worries. And maybe the bad reputation don't mind them either, they have other customers.

Bigger companies can afford loss of one customer, in the long term bad reputation can hurt them more. I think this behaviour is quite childlish. Oh, wait a minite, maybe I'm now behaving likewise, childlish by writing this comment? If they are in customer service they should treat their customer equally, I work myself in one of the largest firms in the world and this kind of customer support has never been allowed within the company.

Other than above "problem" with them all has worked quite good with them. I only have problems now and maybe this only an isolated "problem"...Still waiting for resolution in my case...



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