DD
Dale D
1 reviews | Active since Feb 2019
14 May 2025, 13:36
Poor support response time
I would like to express my concern regarding the lack of responsiveness from your support team. My support ticket has been pending for nearly 30 hours without acknowledgement, and my attempts to reach out via phone have been unsuccessful. This level of customer service makes it extremely challenging to maintain business operations that depend on your services. For context, other hosting providers I work with typically respond within an hour. I respectfully request more timely assistance with my issue.
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Replies (5)0
Replies (5)
1-grid's replyOfficial
14 May 2025, 14:13Hi Dale,
Thank you for your feedback regarding the lack of responsiveness from our Support Team in relation to your Support Tickets.
We’re deeply sorry to hear about your experience so far. This is not the experience we expect you to have, and we apologise for the delays while we are currently experiencing an influx of customer queries at this time.
We have taken your feedback very seriously, and will take heed of this as our Team works diligently to attend to your query as quickly as possible.
In the meantime, we have escalated a request to our Support Team to investigate your concerns, and connect with you to provide feedback.
They should be in contact with you as soon as possible as we would really like to help.
Warmest regards,
The 1-grid Team
Thank you for your feedback regarding the lack of responsiveness from our Support Team in relation to your Support Tickets.
We’re deeply sorry to hear about your experience so far. This is not the experience we expect you to have, and we apologise for the delays while we are currently experiencing an influx of customer queries at this time.
We have taken your feedback very seriously, and will take heed of this as our Team works diligently to attend to your query as quickly as possible.
In the meantime, we have escalated a request to our Support Team to investigate your concerns, and connect with you to provide feedback.
They should be in contact with you as soon as possible as we would really like to help.
Warmest regards,
The 1-grid Team
1-grid's reply14 May 2025, 14:13
Official
Hi Dale,
Thank you for your feedback regarding the lack of responsiveness from our Support Team in relation to your Support Tickets.
We’re deeply sorry to hear about your experience so far. This is not the experience we expect you to have, and we apologise for the delays while we are currently experiencing an influx of customer queries at this time.
We have taken your feedback very seriously, and will take heed of this as our Team works diligently to attend to your query as quickly as possible.
In the meantime, we have escalated a request to our Support Team to investigate your concerns, and connect with you to provide feedback.
They should be in contact with you as soon as possible as we would really like to help.
Warmest regards,
The 1-grid Team
Thank you for your feedback regarding the lack of responsiveness from our Support Team in relation to your Support Tickets.
We’re deeply sorry to hear about your experience so far. This is not the experience we expect you to have, and we apologise for the delays while we are currently experiencing an influx of customer queries at this time.
We have taken your feedback very seriously, and will take heed of this as our Team works diligently to attend to your query as quickly as possible.
In the meantime, we have escalated a request to our Support Team to investigate your concerns, and connect with you to provide feedback.
They should be in contact with you as soon as possible as we would really like to help.
Warmest regards,
The 1-grid Team
DD
Dale D's updateReviewer Update
23 May 2025, 08:18I'm extremely frustrated with 1 Grid's customer service. After submitting a ticket at 9am yesterday, I'm still waiting for a response, almost 24 hours later. Their response time is consistently terrible, and it appears the only effective way to get their attention is by posting publicly on HelloPeter rather than using their own support channels.
DD
Dale D's update23 May 2025, 08:18
Reviewer Update
I'm extremely frustrated with 1 Grid's customer service. After submitting a ticket at 9am yesterday, I'm still waiting for a response, almost 24 hours later. Their response time is consistently terrible, and it appears the only effective way to get their attention is by posting publicly on HelloPeter rather than using their own support channels.
1-grid's replyOfficial
23 May 2025, 11:10Hi Dale,
Thank you for your reply and feedback. We're truly sorry about this experience once again, and we are doing our best to ensure we are handling customer queries as quickly and accurately as possible during an influx of customer contacts at this time.
We have however, escalated a request to our Support Team to review and attend to your latest Support Ticket as a matter of urgency. They should provide you with an update response via the ticket as soon as possible.
Please know that we really want to help, and we will monitor the resolution of your request to ensure you get the assistance you need.
Warmest regards,
The 1-grid Team
Thank you for your reply and feedback. We're truly sorry about this experience once again, and we are doing our best to ensure we are handling customer queries as quickly and accurately as possible during an influx of customer contacts at this time.
We have however, escalated a request to our Support Team to review and attend to your latest Support Ticket as a matter of urgency. They should provide you with an update response via the ticket as soon as possible.
Please know that we really want to help, and we will monitor the resolution of your request to ensure you get the assistance you need.
Warmest regards,
The 1-grid Team
1-grid's reply23 May 2025, 11:10
Official
Hi Dale,
Thank you for your reply and feedback. We're truly sorry about this experience once again, and we are doing our best to ensure we are handling customer queries as quickly and accurately as possible during an influx of customer contacts at this time.
We have however, escalated a request to our Support Team to review and attend to your latest Support Ticket as a matter of urgency. They should provide you with an update response via the ticket as soon as possible.
Please know that we really want to help, and we will monitor the resolution of your request to ensure you get the assistance you need.
Warmest regards,
The 1-grid Team
Thank you for your reply and feedback. We're truly sorry about this experience once again, and we are doing our best to ensure we are handling customer queries as quickly and accurately as possible during an influx of customer contacts at this time.
We have however, escalated a request to our Support Team to review and attend to your latest Support Ticket as a matter of urgency. They should provide you with an update response via the ticket as soon as possible.
Please know that we really want to help, and we will monitor the resolution of your request to ensure you get the assistance you need.
Warmest regards,
The 1-grid Team
DD
Dale D's updateReviewer Update
16 Sept 2025, 11:53Yet again, I am experiencing a lack of response from your support team. I submitted an High priority support ticket at 9:56am and have yet to receive any feedback. Given the importance of this matter, the delay is extremely frustrating and is beginning to impact my operations. Could you please escalate this ticket and ensure that I receive assistance as soon as possible? Prompt support is critical, and I would greatly appreciate your urgent attention to this matter.
DD
Dale D's update16 Sept 2025, 11:53
Reviewer Update
Yet again, I am experiencing a lack of response from your support team. I submitted an High priority support ticket at 9:56am and have yet to receive any feedback. Given the importance of this matter, the delay is extremely frustrating and is beginning to impact my operations. Could you please escalate this ticket and ensure that I receive assistance as soon as possible? Prompt support is critical, and I would greatly appreciate your urgent attention to this matter.
DD
Dale D's updateReviewer Update
16 Sept 2025, 14:184 hours now and still waiting????
DD
Dale D's update16 Sept 2025, 14:18
Reviewer Update
4 hours now and still waiting????