Lonex neutral review #6194 by Darren Thompson (darren@d...) on 2009
Lonex got a neutral review on
Darren Thompson ( darren@d... )
I have never had the displaesure of such bad customer service in all my life...
I received a call from a client telling me their website was down... I contacted Lonex and told them and they told me they were aware this server was down and would resolve the issue as soon as possible.
I noticed my site was working and I was pretty sure they were on the same server; I checked and when confirmed this, I got back to them and they said they would check... and hour later I contacted them again and they said they were still looking into it and that they had technical support actually fixing the issue as we speak...
I checked my emails and could see that they had emailed me at 5:30 to advise they suspended this account themselves (a customer account within my reseller account) due to an exploit and for me to conact them for further details...
I advised them of this and asked why they had not told me in the morning and they advised they did not know and to open a ticket...
I opened a ticket and asked them what the actual exploit was, could be and whether they could switch on the account so we can remove the exploit...
We just received a report to show us what the script had done and nothing else...
I had to ask again the same question and the sent me the definition of exploit from a dictionary - the cheek of it!!!
2 hours later they offered to switch the site on (if I ask) and then we could remove the offending file...
I then asked for them to do this and they replied to confirm that have done this...
2 hours later I am still waiting... they have advised that there is a complication, giving it to a head administrator and that it is now in the queue... I asked what the longest anyone else in the queue had waited and was told 2 hours... I asked if they think maybe I should be handled first because I have already waited a total of 7 hours and was advised no - as I was not in this specific queue from the begining...
I asked why the closed the entire account down for this and not just the offending folder - due to the fact that they dont obviously have the resources to act spediantly...
I was told that this is their policy - I asked "isn't this like using a sledge hammer to crack a nut or one level away from switcing off the entire server cause some idiot had left a coffee ring on the top with which there was no reply...
I explained that had they the ability to switch it back on in 10 minutes that I would agree and maybe as they don't, they need to rethink this policy, as if the website was still active minus this folder - the client would still make money and we could afford to wait 6 hours for them to switch back on...
They gave the job to another administrator, told me it will take 20mins and that they will call me in 20mins with an update...
That was 40mins ago and I have not heard from them and I don't think I will...
There customer servce is lousy... maybe the reflects the price... system is OK when it's working and as long as you can wait a few days for them to look at it (for what would take other 10mins) - i.e. your webiste does not make you money - then it is fine...
Otherwise I cannot recommend and will be moving shortly...
I received a call from a client telling me their website was down... I contacted Lonex and told them and they told me they were aware this server was down and would resolve the issue as soon as possible.
I noticed my site was working and I was pretty sure they were on the same server; I checked and when confirmed this, I got back to them and they said they would check... and hour later I contacted them again and they said they were still looking into it and that they had technical support actually fixing the issue as we speak...
I checked my emails and could see that they had emailed me at 5:30 to advise they suspended this account themselves (a customer account within my reseller account) due to an exploit and for me to conact them for further details...
I advised them of this and asked why they had not told me in the morning and they advised they did not know and to open a ticket...
I opened a ticket and asked them what the actual exploit was, could be and whether they could switch on the account so we can remove the exploit...
We just received a report to show us what the script had done and nothing else...
I had to ask again the same question and the sent me the definition of exploit from a dictionary - the cheek of it!!!
2 hours later they offered to switch the site on (if I ask) and then we could remove the offending file...
I then asked for them to do this and they replied to confirm that have done this...
2 hours later I am still waiting... they have advised that there is a complication, giving it to a head administrator and that it is now in the queue... I asked what the longest anyone else in the queue had waited and was told 2 hours... I asked if they think maybe I should be handled first because I have already waited a total of 7 hours and was advised no - as I was not in this specific queue from the begining...
I asked why the closed the entire account down for this and not just the offending folder - due to the fact that they dont obviously have the resources to act spediantly...
I was told that this is their policy - I asked "isn't this like using a sledge hammer to crack a nut or one level away from switcing off the entire server cause some idiot had left a coffee ring on the top with which there was no reply...
I explained that had they the ability to switch it back on in 10 minutes that I would agree and maybe as they don't, they need to rethink this policy, as if the website was still active minus this folder - the client would still make money and we could afford to wait 6 hours for them to switch back on...
They gave the job to another administrator, told me it will take 20mins and that they will call me in 20mins with an update...
That was 40mins ago and I have not heard from them and I don't think I will...
There customer servce is lousy... maybe the reflects the price... system is OK when it's working and as long as you can wait a few days for them to look at it (for what would take other 10mins) - i.e. your webiste does not make you money - then it is fine...
Otherwise I cannot recommend and will be moving shortly...
63 out of 67 users found this review to be helpful!