gaslight: (Tom Baker People Suck)
gaslight ([personal profile] gaslight) wrote on May 1st, 2008 at 12:36 pm
Stay Away from Netrillium PT 2
Warning: Contains high levels of sarcasm.

The joy continues.

On the 29th I submitted a complaint to the Better Business Bureau online detailing my experiences with Netrillium. I did this right after I submitted the help desk ticket with the title "Will be contacting Better Business Bureau". It was not an idle threat. As I have said, within 30 minutes I was sent a short reply containing the information I needed to log in.

I log in and notice there are two invoices:

22143 04/29/2008 04/25/2008 $9.99 USD Unpaid
22144 04/29/2008 04/29/2008 $9.99 USD Paid


I submit another help desk ticket (the only way to contact them it seems) Tuesday night before 7 PM EST.

Yesterday I did receive two reminders about the outstanding invoice, but still no reply as of today to the ticket. However I did today receive a reply to my BBB complaint which again shows their "quality customer service".

This complaint is totally bogus. She has her domains. She has logged in (otherwise how would it have been renewed).

Live support is available during normal business hours. Ticketed support is available 24/7/365 and our admins are always on call for emergency situations.

1. I was only able to log in once I invoked the name of the Almighty BBB. Perhaps if I had done this with my most recent ticket it would already be resolved.

2. "Live support is available during normal business hours". I've checked on and off throughout the day and night. For instance right now it is 1:45 PM EST. Live support is listed as "AWAY". Just because I submitted the tickets at night it doesn't mean I wasn't working on it during the day.

3. "Our admins are always on call for emergency situations." How? The contact form only opens another help desk ticket. The phone number is disconnected. How are we humble patrons to contact the All Holy Admins? I must not have received the memo or my psychic connection must be on the fritz. Maybe it just takes them a while to get to Pennsylvania from Richmond, VA (where the BBB says they are) with their black internet doctor's bag.

I did a BBB search for Netrillium before I submitted my complaint.

BBB Rating: Unsatisfactory
Based on BBB files, this company has an unsatisfactory record with the Bureau due to 2 unanswered complaints.

The Bureau processed a total of 10 complaints about this company in the last 36 months, our standard reporting period. Of the total 10 complaints closed in the last 36 months, 2 were closed in the last 12 months.

These complaints concerned:
4 regarding Billing or Collection Issues
4 regarding Billing or Collection Issues
1 regarding Customer Services Issues
1 regarding Customer Services Issues
1 regarding Refund Or Exchange Issues
1 regarding Refund Or Exchange Issues
4 regarding Service Issues
4 regarding Service Issues

Let's see how long it takes them to respond to my ticket submitted Tuesday night. I don't think I should hold my breath.
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