Not happy

[wombat]

Hi all. I decided to purchase a dedicated server from hostrocket after allot of comparison with other providers offering similar deals for the same kind of rates and I decided to go with hostrocket due to fantastic pre-sales support. My emails were being answered within an hour of me sending the email however this level of service did not continue after submitting my application and credit card numbers.

I was told to expect my welcome letter on the day that I submitted the application. It’s now four days later and I have received nothing. My emails to support have gone unanswered.

I think 24 hours is a maximum amount of time for a server to be put online by today’s standards. Failing to have a server up and running within that time frame is unusual and hostrocket should at least send clients and email informing them of what the problem is.

At this point I can confirm I’ve heard nothing 4 days after submitting my application other than an email from the staff member who i was dealing with saying that my account will be setup as specified and that I should have the welcome letter "today". I will keep everyone informed as to how much longer the setup takes.

Regards.

[HRTimothy]

If you could send a PM to me directly with your domain or something I can use to reference your account, I will bring this to the attention of someone in our dedicated department.

We strive to provide outstanding service. However, sometimes mixups happen. What you are describing is not typical, so it is likely an isolated issue with your particular order. If you get that information to me, I will look into that for you and address this issue for you.

Have a great day!

[wombat]

Hi HRTimothy

I sent you the details via private message.

I received an email today on my support ticket saying that my enquiry has been forwarded to the dedicated server department and that they will get back to me as soon as possible. Anyhow it’s now been 5 days.

[HRTimothy]

Thanks, I received the PM. As I said in my response, a member of our team will be in touch with you today.

Good luck with your new server and welcome to HostRocket!