| ||Reviews Written By This User|| |
List of All Reviews Written By Russ Gannon from Liverpool:
discount asp worst customer service ever
Written by Anonymous User (#1510-130) from Liverpool (Friday, June 22, 2007)
||Listing Reviewed: DiscountASP.net
Strengths: Good product
Weaknesses: under valued customers
Details: My business is in the UK, my website was down due to a renewel for three days which cost the business a lot of money. they informed me at 8pm (uk time) that the card details were not correct - unfortunetly we diddnt pick that mail up at our office is closed. discount asp then shut us down at 12pm (uk time). we attempted to contact them though out the course of the weekend but we would only get a response after 8pm (uk time) and that was to refer us to aa ticket number that diddnt exist. Discount asp should provide 24 hr support if they value their customers as we are a typical example of poor quality support.
Review Based On: 13 Month(s) of usage
|Rebuttal From Listing Owner: DiscountASP.NET provides 24/7 technical support but our Billing Department operates at normal business hours (PT). For our customer's security, only Billing staff can touch anything to do with a customer's credit card or transactions. Therefore, admittedly, things do slow down during the weekend and evenings for Billing matters. For this particular situation, the time zone difference also added to the delays which resulted in the suspension. I'll have our Customer Care lead check out this post to conduct a post-mortem. I can say though that as we grow we will continue to get more Billing Coverage throughout more of the evenings and weekends.