I really really can’t stand customer support that, well, doesn’t.
We’ve been with our web hosts a good year now, and have always been pleased with the quality of the hosting. The web site seems quick enough, and I don’t think there has ever been any down time. We’ve only got one FTP account, which is annoying, but we’ll live.
Until we got through our next 6 month invoice. It got us thinking about what we’re paying for, and we realised we’re paying £4.99 for a service that is currently advertised at £3.99, with 5 FTP accounts and an additional 200mb of space.
No worries, I thought, lots of places have business processes that keep customers on the old deal until they ring up and complain. I’ll give them a ring, get my details changed. Or so I thought.
Apparently, because we signed up at the higher price, that’s it. It can never be changed. If I cancel my account and sign up again, they’ll charge us for the transfer of the various domains we’ve got registered. And this is even though we’re paying for a service with the exact same name as the one they’re advertising.
As Stuart said, I don’t care which country my CSA is based in, as long as they actually do CS… If I wanted an automated response from a script, I’d look at the FAQ.
I’ve fired off yet another email querying their policy, and if nothing changes, I think we’ll be going to trading standards – and moving web host. See? No-one’s the winner.