Not Great At Best / At Worst Shocking

Click here if this is your business
★★★★☆
4.1 / 5
81.9% of users recommend this
Click here if this is your business
  • Value For Money

Guest's review of Pickaweb Limited www.pickaweb.co.uk

★☆☆☆☆

“Not Great At Best / At Worst Shocking”

Written on: 28/01/2014

I have been with pickaweb for a number of years but alas i feel they have treated me with contempt for the last time.

i have had them double charge for hosting that was cancelled and then drag there heels to process the refund. and now i found out by accident that my website was offline. the response i got from the tech support was that it was down for less than 20 mins (something im not convinced about) and when requesting log files and error logs that the cpanel doesnt display im told that the logs im looking for do not exist? (i.e the error log sould be 300 lines but only shows 26 after i rang tech support and this evening it shows 3 lines)

if i had know that as a customer i would be putting out the members of the sales or technical team asking for simple things to be answered i would have saved them all the trouble and gone with another provider.

  • Value For Money

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Pickaweb's Comment

Written on: 29/01/2014

Hi,

We are sorry that you feel this way. We always respond promptly to refund requests & if a hosting has been renewed & the customer wishes to cancel & receive a refund we apply this in 100% of cases, no questions asked. We are very fair on this point.

In terms of the downtime, we are here 24 x 7 if there are issues so we can check immediately, but I understand that you are frustrated & we wish to demonstrate our goodwill so we have refunded this month's hosting in full for you.

All the best,
Tony

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Thisisalaugh's Comment

Written on: 29/01/2014

It's a shame that you don't contact your customers direct when there is an issue instead of having your customers chase you for 7 hours for access to the error logs that should have been accessible at the time. I'm aware I am not your biggest client but your tech support guys are moody and rude. They have the charm of an angry Rottweiler while making you feel as if you are inconveniencing them for asking them to look into an issue that I checked on chrome and Firefox on a pc AND then checked on safari on an iPad and via the browser on a lumia. I then ran cmd and used the command ping -t my domain to varify there was a response before I rang your tech. Try to get some people on the quiet to ring into tech support with genuine issues as you will be surprised. The refund is a case of too little too late I am going with another provider as I still do not feel you have shown any satisfactory resolution to my previous issue when you double charged for a yearly hosing plan that had been cancelled and then took a full week to get the money back in my account. That was not prompt or fair. Your mistake I paid the overdraft fees for the charges you made without authorisation. If you would like to contact me direct just drop me an email.

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review