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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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| Great until they called to "fix" something and wrecked my site - Review by
Anonymous submitted on June 20, 2003 |
| Customer's web site: www.retroworks.com |
| Length of time hosted by this company: 1 year - 3 years |
| Date when last hosted by this company (as of June 20, 2003): Current customer |
| Plan used: Bronze and Windows Bronze |
| Customer service rating: 2 out of 10 |
| Technical quality rating: 8 out of 10 |
| Cost rating: 5 out of 10 |
| Overall rating: 4 out of 10 |
Signed up in 2000, no problems, reliable statistics. I'm happy as a clam, never contacting Tech Asst.
2003- They call (2 people actually) cheerfully checking up how things are going and offering me help with my site.
They ask what would be nice, I say better "edit with Frontpage" I guess. They say they'll switch me to Windows Plan. (Later - I suspect its a switch from backbone Tier 1 to Tier 2 server, possible reason for their call...). Helpful Ed says they'll take care of everything, move the site, etc. (I lose webmail, which he forgot to disclose, but it's an honest mistake)
Next day, site is moved, I start editing with Frontpage, works well. However I begin to notice my POP mail is "timing out". After a few days I contact Tech Support.
LongStoryShort - After initially referring me to FAQs on how to set up POP mail (duh), I find someone who is actually reading my message. She does good investigative work, but says there's a commonality with the messages which don't download (from a listserve which sends >50 per day, some coming through, some not - so I don't really know if its statistical probability or Windows plan can't deal with some email). Her conclusion -- tell the people sending the emails to send them differently. My conclusion - go back to the old Unix plan.
Here they get gruff. I'm sent a curt message that my issue has been addressed, that incoming email is a "3rd party software issue". They do not address my request to move back to Unix, just say case closed.
I go back and contact one of the friendly people from sales. General impression - She's poorly armed. She says the guy she spoke to informally read my email and says its obvious that Unix worked and Windows didn't and I should go back. But she's supposed to say it's a 3rd party issue, so in other words I'll be charged for the move back.
I say Verio moved me, it didn't work, I don't want to be charged to move back. Back and forth she says ok. They send me a email advising me to make a backup of the site in case, and they'll move all the contents.
3 days later, no site.
Lady suggests I switch to a plan costing $149/mo. Short discussion.
I contact them again, THIS time she says there's "some misunderstanding", I should know I need to upload my own site from my hard drive. They "never" transfer the site contents. Please reread the instructions.
1) I tell her they did it a month ago when they initiated the swap. (she stammers that it's a relatively new policy? then says a gruff person ("*master")refused to do it) 2)I reread their instructions and which clearly say they will move the site. Moreover I remind them they initiated the plan change, not me.
Issue still unresolved. So - I had no problems for 3 years, but once I had a problem I got labelled a pain in the ass and they basically are acting like the PHONE COMPANY or something.
I can't compare them to anyone else yet, so I don't want to nuke them on the rating. But I'd say my experience is do not do business with them unless you are a big client. They are sort of bipolar, initiating "we're all helpful" calls and saying I should use them more, then "we're gruff and you are a pain in the butt."
Probably 9 times out of 10 they are right and there's a pain in the butt client changing their minds.
(From here, I'm going to speak to my brother in law, he's a bigwig at Sevenspace, the small company their VP was recruited from, and see if I can get a personal referral of help. But that doesn't count for rating the service higher.)
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