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“Urgent Support tickets take 24 hour+ to get a reply”

Written on: 17/05/2017 by Stevens41 (1 review written)

It seems like since leaving this review they have been ignoring me more and more. I have two high priority tickets since yesterday and no reply either of them. The ticket position keeps on moving up then back down again. I said at the bottom of this review that I will change this review if you guys improve again but it seems like there will be none of that.

the support used t-o be great and service used t-o be the best.

But recently i have been having issues after issues.
1.) the support started taking days t-o reply, you can find below their apology which they only did after my chase up. its probably the nicest thing they have done but it does not bring my websites live or solves my other issues as you will read more about in the other points.
"Firstly please do accept my apologies for the delay in replying.

I fully agree that the delay in handling your ticket was not t-o the level of service that we are aiming t-o provide.

We are however working literally night and day currently t-o upgrade our platform which will prevent issues like this happening.

The upgrades have caused an influx in tickets which has slowed down our ticket queue in turn slowing down our response t-o your ticket.

I can assure you once we have completed our platform upgrades we will have removed a large chunk of platform specific support in turn speeding up our overall ticket times and getting back t-o the faster replies you are used t-o."

2.) Their IP was and is blocked by Hotmail, outlook and many other Microsoft services which mean non of the websites can neither send or receive emails from Microsoft services such as outlook and Hotmail.
I asked them t-o migrate my server t-o a new server which has a non blocked IP, after more than a week of taking 24 hour plus per reply they finally decide t-o move me t-o a different server which took 10min (how hard was this t-o do t-o start with, cpanel migration t-o cpanel migration is so easy that you must be very bad t-o make a mistake and they claimed we cant rush in t-o it), and they definitely didnt by taking more than week t-o move me t-o a different server and now I check and that server also has the IP blocked by Microsoft services. well done ....

3.) They cant make their mind up about their pricing and plans, they have changed it so many times that I feel like I have t-o constantly come back and check.

4.) It is very obvious they are short on staff but despite having such high revenue they refuse t-o higher more staff as if they wanted t-o they would have done it in the past 2 months that their service went all wrong.

5.) Unreliable- They are constantly had DDOS attacks which they could not handle (finally have increased the DDOS protection), they constantly had space issues (multiple times I was not able t-o install wordpress because there was no space left), this is despite my entire account only using a couple of GB at the time.

I have been their customer for a year plus and they used t-o be great, I constantly prised them for their hardwork and great service before they were bought out by krystal hosting. I will continue t-o give them the benefit of the doubt and stay for 1 or 2 months more t-o see if they will improve, I will happy change this review once their service as a whole starts t-o improve but until then I have had a very poor experience since they have joined forces with krystal hosting.
I wish them the best in improving and looking forward t-o it as I miss the old smart hosting which had best service I faced in the hosting industry.

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