RH
Raoul H
1 reviews | Active since Oct 2013
06 Aug 2020, 12:42
Domain move resulting in issues from Hell
Shocking service. Tech support from Hell.
2 weeks of Tickets logging. Phone calls. Online Chat. Even had the escalated support connected to my machine for 4 hours, while he was attending to other people because they are so busy.
Eventually, in desperation connected with Microsoft Office 365 tech support who supp**** a work around in 4 hours. They were amazing.
Have since moved my domain to Xneelo. These guys are on the opposite end of the scale, now that I have used them for 2 clients. You can talk to them and they follow up on emails and actually deal with the technical issues..
Amazingly, the issue that 1-grid could not solve....GONE. 1-grid is *********** as well as very difficult to contact for 2 weeks.
Will move all my client asap
Helpful (0)
Replies (3)0
Replies (3)
1-grid's replyOfficial
06 Aug 2020, 12:44Good Afternoon Raoul,
Thank you for bringing this to our attention, we're sorry to hear that your recent experience with our team hasn't met your expectations.
We would like to follow up to make things right today, can you please send me your client ID along with the tickets you previously created. I will escalate this information to my team to investigate for you.
Sincerely,
Tara
Thank you for bringing this to our attention, we're sorry to hear that your recent experience with our team hasn't met your expectations.
We would like to follow up to make things right today, can you please send me your client ID along with the tickets you previously created. I will escalate this information to my team to investigate for you.
Sincerely,
Tara
Best regards,
1-grid's reply06 Aug 2020, 12:44
Official
Good Afternoon Raoul,
Thank you for bringing this to our attention, we're sorry to hear that your recent experience with our team hasn't met your expectations.
We would like to follow up to make things right today, can you please send me your client ID along with the tickets you previously created. I will escalate this information to my team to investigate for you.
Sincerely,
Tara
Thank you for bringing this to our attention, we're sorry to hear that your recent experience with our team hasn't met your expectations.
We would like to follow up to make things right today, can you please send me your client ID along with the tickets you previously created. I will escalate this information to my team to investigate for you.
Sincerely,
Tara
Best regards,
RH
Raoul H's updateReviewer Update
06 Aug 2020, 14:19Hi Tara
Spoke to one of your representatives and we discussed the issues further. I cannot believe how quick you guys were at getting back to me. If the support was as fast then there would be 5 stars all-round.
A future objective might be to try and keep these issues in the company before it gets aired in public, as you guys are obviously monitoring this area.
Suggestion: Create a place that these grievances can be aired inside your company (complaint area). If you monitor and resolved this as fast as you did this public complaint, then your brand will actually grow...
Second suggestion: Streamline your tech support into tier 1, 2 and 3. I am in IT support myself and if I need help from you its not because I have not tried to solve it. So help on resetting my modem will not work for a more complicated issue. Tier 1 should rapidly escalate it to next level, if they feel the standard solutions are not going to work, so that the client experience is pleasant and again the brand grows. They need to recognise these cases quickly and not go around in square circles. Microsoft has got this right where very quickly you get escalated through the system on the same call/chat until the right person can solve the issue.
Raoul
Spoke to one of your representatives and we discussed the issues further. I cannot believe how quick you guys were at getting back to me. If the support was as fast then there would be 5 stars all-round.
A future objective might be to try and keep these issues in the company before it gets aired in public, as you guys are obviously monitoring this area.
Suggestion: Create a place that these grievances can be aired inside your company (complaint area). If you monitor and resolved this as fast as you did this public complaint, then your brand will actually grow...
Second suggestion: Streamline your tech support into tier 1, 2 and 3. I am in IT support myself and if I need help from you its not because I have not tried to solve it. So help on resetting my modem will not work for a more complicated issue. Tier 1 should rapidly escalate it to next level, if they feel the standard solutions are not going to work, so that the client experience is pleasant and again the brand grows. They need to recognise these cases quickly and not go around in square circles. Microsoft has got this right where very quickly you get escalated through the system on the same call/chat until the right person can solve the issue.
Raoul
RH
Raoul H's update06 Aug 2020, 14:19
Reviewer Update
Hi Tara
Spoke to one of your representatives and we discussed the issues further. I cannot believe how quick you guys were at getting back to me. If the support was as fast then there would be 5 stars all-round.
A future objective might be to try and keep these issues in the company before it gets aired in public, as you guys are obviously monitoring this area.
Suggestion: Create a place that these grievances can be aired inside your company (complaint area). If you monitor and resolved this as fast as you did this public complaint, then your brand will actually grow...
Second suggestion: Streamline your tech support into tier 1, 2 and 3. I am in IT support myself and if I need help from you its not because I have not tried to solve it. So help on resetting my modem will not work for a more complicated issue. Tier 1 should rapidly escalate it to next level, if they feel the standard solutions are not going to work, so that the client experience is pleasant and again the brand grows. They need to recognise these cases quickly and not go around in square circles. Microsoft has got this right where very quickly you get escalated through the system on the same call/chat until the right person can solve the issue.
Raoul
Spoke to one of your representatives and we discussed the issues further. I cannot believe how quick you guys were at getting back to me. If the support was as fast then there would be 5 stars all-round.
A future objective might be to try and keep these issues in the company before it gets aired in public, as you guys are obviously monitoring this area.
Suggestion: Create a place that these grievances can be aired inside your company (complaint area). If you monitor and resolved this as fast as you did this public complaint, then your brand will actually grow...
Second suggestion: Streamline your tech support into tier 1, 2 and 3. I am in IT support myself and if I need help from you its not because I have not tried to solve it. So help on resetting my modem will not work for a more complicated issue. Tier 1 should rapidly escalate it to next level, if they feel the standard solutions are not going to work, so that the client experience is pleasant and again the brand grows. They need to recognise these cases quickly and not go around in square circles. Microsoft has got this right where very quickly you get escalated through the system on the same call/chat until the right person can solve the issue.
Raoul
1-grid's replyOfficial
06 Aug 2020, 14:49Hi Raoul,
Thank you for the follow up response – I’m happy to hear that you had a better experience with our team this time around.
Your detailed feedback is golden to us, I’m definitely going to bring it up in our next brainstorming meet.
Again, thank you for your continuous support – we look forward to serving you again.
Sincerely, Tara
Thank you for the follow up response – I’m happy to hear that you had a better experience with our team this time around.
Your detailed feedback is golden to us, I’m definitely going to bring it up in our next brainstorming meet.
Again, thank you for your continuous support – we look forward to serving you again.
Sincerely, Tara
Best regards,
1-grid's reply06 Aug 2020, 14:49
Official
Hi Raoul,
Thank you for the follow up response – I’m happy to hear that you had a better experience with our team this time around.
Your detailed feedback is golden to us, I’m definitely going to bring it up in our next brainstorming meet.
Again, thank you for your continuous support – we look forward to serving you again.
Sincerely, Tara
Thank you for the follow up response – I’m happy to hear that you had a better experience with our team this time around.
Your detailed feedback is golden to us, I’m definitely going to bring it up in our next brainstorming meet.
Again, thank you for your continuous support – we look forward to serving you again.
Sincerely, Tara
Best regards,