I am an IT techie with an eCommerce company and I have been a Securenetshop (SNS) customer for several years since starting my own business. When I first started with them, I was really happy with the features of their cart.
But, first the Tech Support got 'subbed out' to India or Pakistan. I often could not understand the techs and they knew next to nothing. But, others, in fairness, were pretty good and courteous.
Then, SNS started having problems with connectivity and bandwidth. The cart would work slowly, hang, not work, or go down. Embarrassingly bad performance.
This week was a real nightmare. After off and on problems for the past several days, the system went down in the early morning hours of Saturday 27th. We found out about this maintenance outage when a customer left us a voice mail stating that she could not enter an order through our cart.
The problems continued off and on through the weekend, worsening on Monday Oct. 29th with numerous hours of downtime. The company never bothered to notify any of their customers of the outage.
Their outage affected all of their customers apparently, as some of them called us to alert us that they were also down. About this same time, the Support department at Securenetshop STOPPED taking calls from customers. Their voice mail overflowed, and their response time to emails became a 24 hour turnaround with false promises about how everything was or would be back up and running soon. Tuesday, Oct. 30, the shopping cart was down all day and we lost innumberable sales. Securenetshop actually called us that morning to check to see if we were back up and we told them "no", after which the Support guy said he would call back in an hour, but never did.
Support did offer a free month of service, but the problem is that the service is still poor as I write this. So, most of the SNS customers are now looking for either a) a good attorney, and/or b) a new shopping cart provider.
Interestingly, this used to be a good company with US tech support. It has gone straight downhill and I would not be surprised if it closed up shortly, based on their current poor service. Customers will not tolerate 6 days of intermittent downtime from a shopping cart service, NOR SHOULD THEY HAVE TO.
If you are considering SNS, I suggest you consider vendor. Pay more - you will get more. We wished we had never signed up with them and are looking for another vendor ourselves. As soon as we find one we like, we will be migrating to another company and getting rid of SNS.
Terrible service, dreadful support, no phone support at all, and a shopping cart that either hangs, doesnt work, or is slower than glacial melt. No one wants that for their shopping cart service.
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