One of their support agents changed by mistake the setup of a website that was not on my account. Their support agents do not...展開
even understand how a robots.txt work (basic sysadmin knowledge) because they set an allow rule to an user agent that had not been disallowed in any previous rule on the robots file. Also, the other day, from another chemicloud account from one of my clients, a support agent on the chat was asking me on the chat how can she check the server response of a page. Another case of an agent lacking basic sysadmin knowledge.
This is not a problem specific to the agent that breaks basic hosting management protocols or the other support agent that didn't know how to use the chrome inspector, both cases are just a signal of how unsustainably is chemicloud escalating its growth. They are not investing enough in support service and this is what will end up breaking up everything. Not the inflated prices compared to competitors, its the terrible support service, because that was the only added value from this company in comparison to the competitors and it used to be brilliant 2 years ago when I came, and I recommended every client to do so. Not anymore, I'm leaving and my clients are leaving.
We have had so many bad experiences with Net Registry. Here is todays:
Today we found that our website had been taken down by...展開
Following numerous telephone calls to Netregistiry and misinformation provided by the out sourced service center, it transpires that the reason Netregistry saw fit to take take our website was because of an overdue payment for an annual website security subscription.
My understanding is that this is an optional service, i.e. it is not a requirement to pay for the annual security subscription.
Why would Netregistry penalize us by taking down our website? This is akin to blackmail and is a very underhanded approach to business. This has caused us considerable inconvenience and expense as no one in our company was able to send or receive emails. We were effectively held hostage by being made to pay for a service which we did not want in order that Netregistry would make our site live again.
I will be taking this further including a formal complaint to the ACCC.