This is the same review that I posted on XXXXXXXXXXX
* Stay Away From These Crooks *
* They suspended my account because I complained about their customer service *
Thankfully I was paying by the month, so have only lost $5.95 - but I have learned my lesson to research a lot before I give anyone 1 cent of my money.
I have been hosting with this company (various web sites) for about 3 years now.
The first two web sites were great, so once I relinquished ownership of them and started another web site, I immediately thought of Virtuoso.
I only wish I had a good experience to report.
Back in April I was having issues with connectivity.in the past (with the other web sites) we could email support directly, so I emailed them and received a generated "ticket opened" response.
A few minutes later I received a response from their account rep, who closed the ticket and told me that email was not the appropriate way to open a ticket. So I opened it via the proper way (Cerberus system on their web site). Through several email conversations (support takes place via email) I commented that the support staff was rude in the initial correspondence, and the rep's response was ever ruder.
I logged all correspondence and sent it to the sales email address, just wanting to complain to a manager that the particular rep was rude to me. I received no response.
Fast forward to now - I have been having database errors for about a week, so I opened a support ticket (yes, the proper way). At first they were very nice. But after 4 days of having issues, and 2 days of downtime, I asked them for an update on the situation, they told me it was a bug and they were working on it (good enough for me).
I then received an email stating that they were rebooting the server that night (this was last night). This morning, as of 6:30am, my site was still down, with no update email as to what was going on.
Here is the log of the rest of the conversation - make your own conclusions:
Dana Reale
Sent 6:26am (2 Hours Ago)
I have not been able to consistently connect to my web site for over 10 hours now, and the very rare time that someone manages to, I receive an Error 12 again.
I would sincerely love to be able to do a Db backup so that I may look into other hosting, if this is not resolved soon.
Please advise.
Support Staff
Sent 6:38am (2 Hours Ago)
It would help if you read the two emails we sent out yesterday to you (and yes, mail server was running just fine)
This was called a Scheduled Maintenance. Pleaes do read your emails we sent out earlier. This is not downtime for no reason.
Security updates are critical whether you like it or not.
Dana Reale
Sent 8:12am (20 Minute Ago)
Yes, I did in fact read the emails that were sent out, thank you very much for your snotty reply.
The email said that the servers were coming down at 11pm Cst and would be down for 10-15 minutes.
If your company Communicated with its members when things take longer, perhaps you'd keep customers.
When a site is down 6 hours after the "scheduled maintenance" is said to be completed, people are going to wonder what's going on, especially if there has been a several-day history of problems, and support staff being unhelpful.
Thanks for nothing, your support staff is rude and incapable.
Support Staff
Sent 8:14am (14 minutes ago)
"thank you very
much for your snotty reply."
Very stupid comment and if you Did read your email you recieved another one shortly after telling you that
the maintenance was rescheduled for this morning, fool.
Account suspended. Take your Nasty attitude
somewhere else."
Dana
St. Charles, Missouri
U.S.A.
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