Contacted customer support today regards the latest bill grossly over estimated - could not believe the attitude and manner of the operative ... seriously and actively looking fr an alternative supplier. Wish I could say this was a one-off, alas not the case!
Giovan Maria Catalan Belmonte found this review useful
Where do I start?
Took out the all singing all dancing packages and have had nothing short of 8 months of misery, ping-pong email tennis, unsatisfactory support and customer service
Mobile phone add on brought my website down after installation and have had to remove it (their engineers inserted the code and amended existing page and global scripts without my authority)
They set this system up with the wrong information 3 times in a row meaning meaningless comparison with competitors who do not exist - at least 6 moths worth of seo reports and monitoring wasted
Producing reports for broken back-links .. when followed through some of the links are still there and active
Can't wait for the curent subscription to be over so that I can remove myself from their directory and have nothing mire to do with them
So many promises and assurances made have been broken .. non of which have they bothered to confirm back in writing, firm resistance in not allowing complants to be escalated higher up the company
we receive emails such as these:
"Sorry for delay in replying. The changes were made in our admin section but unfortunately the report did not reflect this. I am more than happy to add 2 months onto your advertising in the light off the report not reading correctly.
"I fully accept the fact that the report has not read correctly for the reason as follows : two of your competitors URl's were spelt incorrectly, I did change them for you as soon as you informed me and you accepted my offer of a free Touch Local Priority Listing as a gooddwill gesture, unfortunately the second report read incorrrectly but you would not accept my apology despite offering an extension of several months on your products.
Once again I apologise for any mishaps that have occcured, my offer stills stands butunfortunately I will not be authorising a refund
Yet nothing changes ... problems still continued to arise
Website Builder has obviously gone through a lot of changes to the back-end over the last months which will hopefully now deal with many of the ongoing issues
From the front end (user interface) we are noticing a number of upgrades and changes. 123-reg support are unable to answer this simple question:
'Where can we learn of the changes that have taken place and receive tutorials on what they are are and how to best make use of them?'
IN SIMPLE TERMS
a) WHAT HAS CHANGED
b) WHY HAS IT CHANGED
c) HOW DO I ACCESS THE CHANGES
d) WHERE ARE THE TUTORIALS TO MAKE USE OF THOSE CHANGES
Frustrating, but not unexpended .. ridiculous generic replies nothing to do with the query:
All tutorials for Website builder can be viewed in this link: http://www.123-reg.co.uk/support/category/Website-Builder (HAS NOT BEEN UPDATED)
We have improved our its performances. You can log into your package and see the new interface, new templates were added. (NEW TEMPLATES DO NOT APPLY WHEN ALREADY USING A WEBSITE BUILT ON AN EXISTING TEMPLATE)
If we can be of any further help with regard to this or any other matter, please do not hesitate to contact us. (NOT BEEN OF HELP IN THE PAST)
Small example ... adding images you are now presented with the following additional configuration options:
Off (default setting)
Off (default setting)
Another example that 123-reg need to either liaise fully with 3rd party suppliers in order to be clued up enough to offer support on products they offer, or refer queries direct to the people who have knowledge of the product and services
JUST WHEN YOU THOUGHT IT WAS SAFE TO GET BACK INTO THE WATER:
For the last week and a half (coinciding with the WebFusion backend upgrades), 123-reg have been aware of an issue with Sitemaps.xml not functioning. As a result, this has the adverse effect of hindering the website from being crawlled by google and other search engines, hence not showing up in search results.
This is not an isolated issue, as I have been contacted by another user of the same service who is experience the same thing!! It takes a lot for someone to be that disgruntled, that they make an active effort to seek out others who may be in the same predicament
*** How long would your business survive removing the most effective means of attracting new clients and enquiries? ***
As of today, Friday 15th March, we are into day number 8 and being once again reassured .... and I QUOTE
'Thank you for contacting 123-reg
I can confirm that our developers are aware of this issue and they are currently working on a fix for this. Unfortunately we can not confirm a time frame for this fix to be in place.
If we can be of any further help with regard to this or any other matter, please do not hesitate to contact us.
To have such a fundamental failure of a product for such a long period of time, with no solution in sight, for a paid service is surely unacceptable. To have this level of failure twice in such a short space of time is unforgivable and intolerable
After the recent previous experience of over 3 weeks not being able to gain access to our own control panel in order to make edits to our website - confidence has been once again shattered.
At a cost of newly £2500 we are having to invest in having a new 47 page website produced and hosted elsewhere. It is just too much of a risk continuing along this status quo of either Feast or (currently) Famine
123-reg is a great company so far as their core business is concerned. But feeding off their reputation and brand name to offer services and products operated, designed, managed and maintained by 3rd party companies to which they have little control, is a poor business model and one that is time and again proving harmful to serious business owners such as myself who have instilled trust and invested money in them
- Customer support agent was totally unaware when upgrades had been made, and had to be informed by a customer rather than their supplier!!
- Final straw was being given a point of contact within the 'Customer Experience' dept. When using the live support facility a few days ago, the agent I spoke with did not want to put me through to nor relay a message to him, they lied and said the person was on holiday - transcript of the conversation must be available yet no action has been taken
Its a Russian Roulette service - pays your money - takes your choice
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Poor customer service based on 14 months as a client with the web-fusion Website Builder system - not able to access the back end and edit my site for more than 2 weeks - not able to publish, upload etc ... constant array of compounding issues where they were not able to resolve as they have very little control over 3rd party providers they employ for non core services!!
Wish to thank James Fazakerley Customer Experience Specialist at Webfusion Limited for his immediate response to my review and issues surrounding it.
From our one conversation, reassurances have been received and subsequent gesture of goodwill has gone some way on the journey of repairing confidence moving forward - thank you!
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