First, thank you for your post - we always appreciate our customers' feedback - this only helps us to improve our service and address internal issues in the organization in order to provide even greater hosting experience to our clients.
As for the case, due to our privacy policy we are not able to reveal any part of the communication with our client to either prove or disprove any of the mentioned issues. Thus, I will only provide additional information about the case.
During the pre-sale chat the customer complained about slow site performance and has been informed by our Sales representative that we use several optimization techniques and if the issue is a hosting-related one it will be resolved by our technical team. However, in case the issue require development work and code debugging this would be beyond our scope.
After the client signed up for our service, his website has been transferred completely free of charge by our technical support. Then, our team has investigated the reason for the slow performance and tried several optimization techniques including CDN, Memcached, Google PageSpeed -- all these have been provided free of charge.
Due to the fact that the site speed was not improved by these optimizations our team investigate the issue further. The client's website, by the time of the issue, had about 25 plugins, most of which developed by third party companies, not part of the standard SocialEngine stack. We narrowed the issue to a few specific plugins which were causing huge delay in the page load trying to load external resources from an inaccessible source. Due to the fact that the client explicitly said that the site is under development and it is not live or accessible by any visitors we have temporary disabled 3 of the site plugins to measure the load speed and to provide additional technical information.
After our team explained what has been done and provided a lot of technical information about the issue, our techs kindly explained that the speed issue was caused by some of the plugins and it required a progreammer or web developer attention.
As far as I can see by the post above the issue was indeed resolved by a developer at the end which only confirms our findings. By the time we communicate with the client he was not satisfied by the results and our service. Because of the fact that we have a strict policy for customer satisfaction we offered a full refund in case the client finds our service unsuitable and explained that we will not be able to resolve the issue because it is not hosting but dev related one.
The client decided to discontinue the service and our billing department (because we are NOT scam) provided a full refund without charging any fees for the work and reports we have done.
Last but not least - we are very sorry to hear that this customer was not satisfied by our service and this case has been reviewed internally to avoid such issues in the future.
This company is the worst I had ever dealt with. They are advertising on their website that they can handle problems like slowing website, pages unable to load faster, saying they have the best optimization techniques that can handle any problems related to speeding.
But in reality that's was not true. My site just had only a speeding problems. I trust their ad after chatting with one of their agents who confirmed that all of that can be easily done with their optimization techniques. But right after doing the migration, these people were working on my site, but a few hours suddenly things became worst. Pages were very slow. They even shut down some of my plugins without my consent stating these were responsible of the issues.
I was complaining about the issues by submitting several tickets to them. Despite all my disappointments, they kept apologizing for not letting me know in advance for taking my plugins down and so on and so on. They even threatened me to immediately issue a refund after they messed up my site.
Not only that, they aggravated the situation by even disturbing my layouts. This company is a complete scam. Their service is terrible. I was able to locate a developer who not only fixed their mess but also sped up my site that cost me thousands to repair. Please be aware of this scam and run if ever you pop in on them. You will be very disappointed for their services.
FastComet Reviews
AWFUL NEVER USE DON'T BELIVE THEIR STARS!!!
1st - my card when I tried to pay hosting was marked as 'Fraud'
2nd - I get in touch in live chat with somebody who's name is Iva B.
I was asked to talk, then to send my mail, than to make call to my office phone in the profile in 01.00 am!
She said the problem is that she don't like that my ip is different than the place shown.
I told her about vpn, but she don't have an idea what is it. (lol)
That's what we call 'support' in IT company.
Then i spent almost half an hour asking to delete my account and private infromation.
Finally she agreed when i said I will never will use this services!!
it's look like I'm talking to Zimbabwe IT support , not USA.
Sorry ,Zimbabwe support looks better.
It's a shame to do so with your clients.
Wish everyone not to choose this!!
Pay more and make a deal with reputable companies NOT fastcomet.com !
Klaus
AWFUL, NEVER USE, DN'T BEIEVE THEIR STARS
1st - my card when I tried to pay hosting was marked as 'Fraud'
2nd - I get in touch in live chat with somebody who's name is Iva B.
I was asked to talk, then to send my mail, than to make call to my office phone in the profile in 01.00 am!
She said the problem is that she don't like that my ip is different than the place shown.
I told her about vpn, but she don't have an idea what is it. (lol)
That's what we call 'support' in IT company.
Then i spent almost half an hour asking to delete my account and private infromation.
Finally she agreed when i said I will never will use this services!!
it's look like I'm talking to Zimbabwe IT support , not USA.
Sorry ,Zimbabwe support looks better.
It's a shame to do so with your clients.
Wish everyone not to choose this!!
Pay more and make a deal with reputable companies NOT fastcomet.com !
Klaus
Official response by FastComet
Hello,
First, thank you for your post - we always appreciate our customers' feedback - this only helps us to improve our service and address internal issues in the organization in order to provide even greater hosting experience to our clients.
As for the case, due to our privacy policy we are not able to reveal any part of the communication with our client to either prove or disprove any of the mentioned issues. Thus, I will only provide additional information about the case.
During the pre-sale chat the customer complained about slow site performance and has been informed by our Sales representative that we use several optimization techniques and if the issue is a hosting-related one it will be resolved by our technical team. However, in case the issue require development work and code debugging this would be beyond our scope.
After the client signed up for our service, his website has been transferred completely free of charge by our technical support. Then, our team has investigated the reason for the slow performance and tried several optimization techniques including CDN, Memcached, Google PageSpeed -- all these have been provided free of charge.
Due to the fact that the site speed was not improved by these optimizations our team investigate the issue further. The client's website, by the time of the issue, had about 25 plugins, most of which developed by third party companies, not part of the standard SocialEngine stack. We narrowed the issue to a few specific plugins which were causing huge delay in the page load trying to load external resources from an inaccessible source. Due to the fact that the client explicitly said that the site is under development and it is not live or accessible by any visitors we have temporary disabled 3 of the site plugins to measure the load speed and to provide additional technical information.
After our team explained what has been done and provided a lot of technical information about the issue, our techs kindly explained that the speed issue was caused by some of the plugins and it required a progreammer or web developer attention.
As far as I can see by the post above the issue was indeed resolved by a developer at the end which only confirms our findings. By the time we communicate with the client he was not satisfied by the results and our service. Because of the fact that we have a strict policy for customer satisfaction we offered a full refund in case the client finds our service unsuitable and explained that we will not be able to resolve the issue because it is not hosting but dev related one.
The client decided to discontinue the service and our billing department (because we are NOT scam) provided a full refund without charging any fees for the work and reports we have done.
Last but not least - we are very sorry to hear that this customer was not satisfied by our service and this case has been reviewed internally to avoid such issues in the future.
Kind regards,
Mira Evans
Customer Care
FastComet.com
This company is the worst I had ever dealt with. They are advertising on their website that they can handle problems like slowing website, pages unable to load faster, saying they have the best optimization techniques that can handle any problems related to speeding.
But in reality that's was not true. My site just had only a speeding problems. I trust their ad after chatting with one of their agents who confirmed that all of that can be easily done with their optimization techniques. But right after doing the migration, these people were working on my site, but a few hours suddenly things became worst. Pages were very slow. They even shut down some of my plugins without my consent stating these were responsible of the issues.
I was complaining about the issues by submitting several tickets to them. Despite all my disappointments, they kept apologizing for not letting me know in advance for taking my plugins down and so on and so on. They even threatened me to immediately issue a refund after they messed up my site.
Not only that, they aggravated the situation by even disturbing my layouts. This company is a complete scam. Their service is terrible. I was able to locate a developer who not only fixed their mess but also sped up my site that cost me thousands to repair. Please be aware of this scam and run if ever you pop in on them. You will be very disappointed for their services.