written by mikeleonhart on 07/05/2017
I used to get a response within a few hours for urgent queries.
I am pulling my hair out at their responses for my urgent query over the last 3 days.
My VPS went down (without reason) it took them 24 hours to respond, and whatever they did to put it back online has knocked off capability for me to log in.
I've sent detailed Cron Job reports over with what the fault is, and explained that their resolution has taken the ability away for me to continue with my day to day use.
I've just waited 48 hours to have a response which someone has clearly not bothered to read my detailed information. I'm now back in the queue probably for another day or two and in the meantime I can't continue with half the stuff I need to for my businesses
As rated by our community of reviewers
Binary101010's Response to mikeleonhart's Review
Written on: 09/05/2017
Couldn't agree more... I've just written a similar review having previously considered them 5 stars (a few years ago!)
Smarthosting.co.uk's Response to mikeleonhart's Review
Written on: 30/10/2018
Thank you for taking the time to leave a review back in 2017, we have been working back on older reviews so thought we would drop you a reply.
Firstly do accept my apologies for any inconvenience caused at the time, during our merger back in 2017 we did lose several staff members, this caused a backlog within our ticket desk, in turn, slowing down our ticket response times, we are sorry that this temporary blip to our usually fast service caused inconvenience at the time.
We do fully appreciate that at the time 24hr / 48hr ticket responses were not acceptable, especially when the service is used for business purposes.
Over the past 20 months, we have built a larger support team, improved our service offering and migrated to a new platform, improving the overall service substantially.
If you would like to try our new platform and see for yourself the service improvements, do make contact with us, we are happy to offer £100 service credit so you can try without any commitment.
Kind Regards
Dave Kimberley - Smart Hosting COO
Reviewanonymous's Response to mikeleonhart's Review
Written on: 12/05/2017
They are absolutely rubbish.. Steer clear of them