Customer Service is a massive let down

“Customer Service is a massive let down”

Written on: 03/05/2012 by pwatson80

I've been with streamline for nearly 8 years with an Un-Limited package, however over the last 2 years my subscription has raised by 50%. My site kept being moved to different server without warning, I often lost email connectivity sometimes for upto three days at a time.

As for customer service, after raising tickets you can expect anything unto 72 hours for a response. In my general experience the person responding hasn't even read your ticket properly, requiring many replies to get across your issues. Their written replies are often poor, and sometimes can't even be understood and even come across accusative. I'm sorry, they're providing me a service, not the other way round!

A good example: Recently, I received a renewal notification for my package. Aside the massive price hike, various services previously included in my package were now itemised as extras, thus increasing my renewal fees even further. I received no notification these services would no longer be included, they could at least let the subscriber know in advance! I proceeded to wind down extras such as SQL etc and requested that they be cancelled and removed from my package. They're response was these items were still included. My response to them, "Why have you invoiced me for them if this it the case". 2 weeks later I have not had a further explanation!

I've now all but cancelled my account, though still waiting confirmation... 72 hours and counting. Might require a phone call this time!