- Report: #282244
Complaint Review: SecureNetShop - Melbourne Florida
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Author Confirmed
Why?
SecureNetShop
P.O. Box 410474 Melbourne, 32941 Florida, U.S.A.
Phone:
732-694-1552
Web:
N/A
Categories:
Business Rating:
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Tell us has your experience with this business or person been good?
SecureNetShop Horrible Service The worst Company I have ever dealt with Melbourne Florida
Signed up for an account with this company, within a few days my shopping cart had gone down. Called them, told them about the problem. Could barely understand the person that answered. Then the shopping cart came up. Lasted 3 hours then went down again. Called them again bought me another 3 hours then the cart crashed again.
The shopping cart was off and on for the next 3 days then on the 24th crashed and has not been up again since. Every time I call they tell me to email them. Emails are useless they state they are aware of the problem and should have it fixed soon. A few days later they email me stating problem is fixed. But its still down.
Emailed them again. And I get the same story. They state they will get back to me. Next day I get part functionality 1 page the next page is down just as the first was. Still I have over 130 buyers that cant pay for thier items.
3 days later all of it is down again. It is now a week since the cart crashed, I have not heard from securenetshop. I have not had any communication from them. And the service I paid for is still not functional.
This company is a complete joke and a ripoff. Very unprofessional and Im almost dead certain this is a company run out of someones home. Notice the PO box Address. The person that answered the phone had such a strong indian accent you could hardly understand a word he was saying. And he never understood what my complaint was for. Basically like it was an answering service and not someone that knew anything about the service.
Jimmy
Decatur, Illinois
U.S.A.
The shopping cart was off and on for the next 3 days then on the 24th crashed and has not been up again since. Every time I call they tell me to email them. Emails are useless they state they are aware of the problem and should have it fixed soon. A few days later they email me stating problem is fixed. But its still down.
Emailed them again. And I get the same story. They state they will get back to me. Next day I get part functionality 1 page the next page is down just as the first was. Still I have over 130 buyers that cant pay for thier items.
3 days later all of it is down again. It is now a week since the cart crashed, I have not heard from securenetshop. I have not had any communication from them. And the service I paid for is still not functional.
This company is a complete joke and a ripoff. Very unprofessional and Im almost dead certain this is a company run out of someones home. Notice the PO box Address. The person that answered the phone had such a strong indian accent you could hardly understand a word he was saying. And he never understood what my complaint was for. Basically like it was an answering service and not someone that knew anything about the service.
Jimmy
Decatur, Illinois
U.S.A.
1 Updates & Rebuttals
Robert Houg
Melbourne,Florida,
U.S.A.
This was an isolated incident, not how we do business.
#2UPDATE Employee
Thu, November 15, 2007
We appreciate the writer of this report (Jimmy) providing identifying information, so we could review his account information. We are also pleased that Jimmy has decided to continue using our shopping cart service. I'm seeing that we are processing orders for his account as of this writing (11/15/07). I'm also showing that our staff replied to Jimmy seven times regarding the issues he reported. The last reply was on 11/03/07. It appears that Jimmy signed up for our shopping cart service just before we experienced a period of intermittent problems. I certainly understand how the timing of his signup and the unusual circumstances lead to his feelings about our service. This was the first time in 10 years we ran into problems we could not fully resolve immediately. The problems, due to a hardware upgrade, were completely unexpected. We've successfully completed dozens of hardware upgrades similar to this in the past, error-free and without downtime. We also thoroughly tested the new hardware prior to the upgrade. The sporadic problems were caused by a unique set of software and hardware conflicts that didn't surface in our test environment. Our System Administrator identified the exact cause and implemented the solution by 11/05/07. Since that time, all issues have been resolved and our uptime and performance levels have returned to normal. From the onset, every resource available was put toward resolving the hardware problems as quickly as possible. We worked around the clock to regain our usual level of stability. As bad as the intermittent problems were, our uptime was still 90.55% or better on each day during this period. Our shopping cart continued to process thousands of orders for our customers daily. Unfortunately, when users become accustom to 99.9% uptime, anything less becomes quite noticeable. The only exception was 10/30/07, when our uptime dropped to an unprecedented 74.56%. There were also periods when server response times were slower than normal, which reflected poorly on the overall performance of our service. Jimmy's opinions regarding our shopping cart are based purely on the intermittent problems he experienced from 10/24/07 to the date of this report, not the 10 years we've been in business. While we feel his defamatory remarks were overly harsh and exaggerated, we understand that he was a new user and may not have had prior knowledge of our company's normal level of uptime since 1997. We sincerely regret the problems we experienced and did everything we could to make it up to customers that were affected. We provided Jimmy with free service, as a token of goodwill. We were blindsided by the hardware issues and did our absolute best to limit slowness and outages. We got back to customers as quickly as circumstances allowed and worked non-stop to return to the high level of service our customers have enjoyed since 1997. Robert Houg Support Manager
