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“Was impressed, then....”

Written on: 06/12/2012

I have used Krystal on two occasions, the most recent being a reseller account using Eris server at £29.99 per month. The set up procedure was very good and very simple to operate. I have a few questions to ask support and used their support ticket system to ask these questions, normally receiving a reply within a 12 hour period. This was quite acceptable. However I did have a few issues that I though were urgent enough to warrant a call to their offices where I was greeted by an automated response, selected the number for support whereupon I was then met with some music playing for approximately fifteen seconds before the call was terminated. This occurred on four separate attempts on the same day and, therefore, I had to resort to the ticketing system. A little annoying but insurmountable. After about a week I noticed that my sites were not visible and all were offline. I tried to call again and got the same result on the telephone so ticketed them. The response was fairly swift and explained that it must have been someone at my end fiddling with the email passwords resulting in the system locking me out. My sites were visible to everyone else except me. This didn't help much as I could neither receive nor send emails and neither could I log in to the control panel of any site. Krystal fixed this immediately and gave me some pointers about amending passwords. Then came about a week ago, locked out again, raised a ticket and eventually received a response along the same lines as the previous response. However, this time I knew that no passwords had been altered and although they pointed to a change made in late October, these emails are in daily use and that change would not have suddenly caused this problem. To cut to the chase they were unable, or unwilling, to solve the problem believing that it was of my own making. We reached a situation where no progress could be made and I immediately cancelled my account and transferred all of my accounts elsewhere. Just beware of intransigence...

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