Softsys Hosting negative review #35992 by evezzetti@l... on Jul 2018
Softsys Hosting got a negative review on
-anonymous- ( evezzetti@l... )
One of, if not the most difficult company I've ever had to work with. Not only does their member / portal interface malfunction constantly, they refuse to acknowledge the malfunction and provide basic service via their Customer Service email / ticketing system (pro tip - don't trust a hosting service that does business entirely through email and doesn't have a phone line where you can speak to a human to get answers and action.)
The most frustrating thing about this host was when we first began service with them in May of 2015. We secured a hosting package per referral from an existing Softsys customer (who has since defected due to tons of his own issues with the company.) We had secured service well prior to migrating from another hosting company, and didn't make any moves to access the server after initiating service. 5 days after beginning service - before we'd even attempted to connect via FTP or another method - malware infected the server and Softsys shut it down, putting the responsibility for cleaning the malware on us. We couldn't access the server at that point because they deactivated our ability to access it, as well, rendering the hosting account entirely useless! Weeks of fighting their customer service department finally resulted in a cancellation of service with zero refund. We already engaged them for Bronze DNS service at this point which was mediocre at best (we kept that service on for non-essential resources and because we knew that would be more lost money should we attempt to cancel). In June we hit that renewal point and staffers attempted to cancel multiple times' they could not due to the portal interface simply not letting them (erroring out). When it escalated to me, I again reached out to customer service - what else can you do? Again received some of the worst customer service, insisting that we just need to follow the steps in the guide - which we did each attempt we made to cancel. They are refusing to assist in the cancellation, and now the "invoice is overdue", so the error changed from "your request cannot be performed at this time" to "cancellation cannot be performed on an account that is past due".
I just received an email from Ruchir stating that "he saw no previous attempt to cancel". I'd told him our whole story earlier this week, and we exchanged unhelpful replies about it. I am not sure if this is even the real person managing the account, I get the feeling multiple people do, or they just don't care enough to read a customer's experience to try to troubleshoot what went wrong.
TL;DR: Stay away from Softsys.
The most frustrating thing about this host was when we first began service with them in May of 2015. We secured a hosting package per referral from an existing Softsys customer (who has since defected due to tons of his own issues with the company.) We had secured service well prior to migrating from another hosting company, and didn't make any moves to access the server after initiating service. 5 days after beginning service - before we'd even attempted to connect via FTP or another method - malware infected the server and Softsys shut it down, putting the responsibility for cleaning the malware on us. We couldn't access the server at that point because they deactivated our ability to access it, as well, rendering the hosting account entirely useless! Weeks of fighting their customer service department finally resulted in a cancellation of service with zero refund. We already engaged them for Bronze DNS service at this point which was mediocre at best (we kept that service on for non-essential resources and because we knew that would be more lost money should we attempt to cancel). In June we hit that renewal point and staffers attempted to cancel multiple times' they could not due to the portal interface simply not letting them (erroring out). When it escalated to me, I again reached out to customer service - what else can you do? Again received some of the worst customer service, insisting that we just need to follow the steps in the guide - which we did each attempt we made to cancel. They are refusing to assist in the cancellation, and now the "invoice is overdue", so the error changed from "your request cannot be performed at this time" to "cancellation cannot be performed on an account that is past due".
I just received an email from Ruchir stating that "he saw no previous attempt to cancel". I'd told him our whole story earlier this week, and we exchanged unhelpful replies about it. I am not sure if this is even the real person managing the account, I get the feeling multiple people do, or they just don't care enough to read a customer's experience to try to troubleshoot what went wrong.
TL;DR: Stay away from Softsys.
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