ALCHosting vs. sered 2019

639/). But before anything else, the 10 screenshots being referred to as supporting documents below can all be found here: https://www.flickr.com/photos/nilzon/albums/72157709628706192
I signed up with them at the end of May and just after a few days, they went down (and by that I mean being unable to access their Client Area). I sent support tickets via e-mail but none of them got a single reply (screenshots 01, 02, and 03). They should've at least posted something about the downtime on their homepage but there was none. I reached out to them on Facebook and all my messages were simply seen (screenshot 04). Very good job there.
Eventually, I got a hold of their CEO's contact number (+63 946 384 7918) and, to my great surprise, actually received a reply from him in WhatsApp. He told me that their websites were currently under maintenance because they're fixing their security system and that they blocked other countries from accessing them (screenshots 05 and 06).
After several days the Client Area and Support Team were finally available again. In an assumption that they actually have more visibility on their end on the status of my domain transfer, I filed a ticket asking for it. To my horror, I received the most horrible customer service reply to date. On top of an unsolicited Google search result, it ended with:
"If you not believed on me i guess you will believe on google" (see screenshot 07)
Now, you must be freaking kidding me. I shot back a reply and the ticket was ultimately left unattended and has actually been deleted already as of writing. (Well, what's new.) While a couple of my tickets have actually been responded to, here's what I observed with their customer support.
- They're not well-versed in answering questions. And that greatly includes the grammar and sentence construction.
- They don't attend to all your questions. I had one ticket where I asked three or four questions and in their reply only one of them was answered. I had to ask again and again and again.
- They don't attend to all tickets and they even close them immediately without a single reply.
- They don't seem to act professionally as evident in their replies to some of the reviews in https://www.hostsearch.com/review/alchosting-review.asp (screenshot 08). Because like I mentioned, they're not well-versed in doing so.
- Their Chat Bot is just a useless piece of decoration (screenshot 09) on their website.
Having said those, I'd say that there's no way that all the reviews in https://www.hostsearch.com/review/alchosting-review.asp are legitimate. Some might've only been crafted by people from ALCHosting themselves just to outdate and cover up the negative reviews about them.
I eventually opted out from them and filed another ticket for the refund. Like always, my ticket was never attended to (screenshot 10) so I tried my luck with the CEO again. Again, he didn't disappoint and referred me to their Refund Policy page, which states that for a refund to be possible, the support ticket should come first before initiaing the cancellation of the hosting. (Then again, doesn't it seem so far that their customer support is pretty much useless?)
Never have I ever stumbled into their Refund Policy page before he gave it to me, but somehow at the back of my mind I thought that maybe they just put up that new policy just not to refund me. Well, it's good riddance so I just let it go.
Other clients may have had good experiences with them but with me (and some others), it was never the case. I may have come in at a very unfortunate time for them but they didn't do anything about it at all. Customer support is something that should always be readily available to clients and in my opinion, they're totally not fit to do it. On the other hand, kudos to their CEO for being responsive.