I used to think these guys were really good, they are super polite, but in the end their lack of internal communication, has again resulted in me losing sales. I had noticed before poor communication between the initial agent and the technical team behind the scenes. More often than not the true essence of the problem is missed in their write up to the technical guy. This happened again today, resulting in a large loss to my business. Today, I contacted them because there was an admin panel issue. The agent told me that he had to escalate it to the technical team. While this was happening my site literally disappeared. I told the agent, forget the admin panel issue, we need to get my site back. I asked him to update the information to the tech team so they could work on getting the site back. He refused, saying the ticket was accurate. I said it wasn't and he said don't worry, they will see your site is down and solve that. I was sceptical but as he refused there was nothing I could do.Sure enough, nearly two hours later the tech support guy replies, only addressing the admin panel issue and ignoring the fact that my site was down. Finally, he replies that yes your site is down so use a backup to restore it. I could have done that two hours previous, but was told to wait for the tech guy, who wasn't even bothering to investigate why the site went down. I have had to do restores in the past because of my own issues, but on this occasion, I had not done any updates. As of now my site isn't back, and they just ask me to wait. Lots of apologies but no action, and you really have to doubt the sincerity of the apology.
