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IncogNET and Lack of Support
connorb23i
Member
Hey LET,
I'll start off by saying that I am making this thread to detail my personal experiences with IncogNET. This is not a slanderous post, but rather one to inform potential new users so they can weigh their options accordingly before deciding to operate with them. You will see further in this post that I have been more than fair and have given ample opportunity for them to jump in and rectify the situation.
First, I really wanted to like their service, since it checked a lot of boxes for me. I'll also caveat that perhaps your experiences with them have been better than mine, and additionally that I am on a low-paying managed plan at the moment, which may have affected their priorities internally regarding customer service.
I purchased their managed CloudLinux hosting option and starting using it around a month ago, while making the ticket in question on August 8th. Their advertised response time is 72 hours and I posted on a Thursday, so I expected them to get back to me on August 14th by the latest (a Wednesday). Evidently, this did not happen, and I reached back out to them on August 20th (again, giving them ample time to respond in-between then).
For my second response I even attempted to give them an out, saying that I will handle the service they advertised myself in a way to show good faith and hopefully tit for tat be understanding towards one another. All I was looking for was some sort of response; one might even say, incredibly basic communication.
That did not end up happening, and on September 1st (2nd if UTC), I reached out to MannDude here privately trying to see if he was aware of the situation and hoping to just get a response. Well, it's been about 2 days, and I still haven't heard anything from him. I also went to him directly, privately, to do him the grace of not publicizing this in case there was any sort of misunderstanding, or the ball was dropped accidentally, and most importantly, because I just wanted to fix this and hopefully move on with them.
Ultimately, this has soured my experience with them, and I don't think I can stay around in fear that I will end up being ignored again—whether intentionally or accidentally—if something actually crucial comes up.
Connor
Comments
@MannDude
Will replying to a ticket for the second time cause the ticket to be requeued?
Perhaps @suut. At the very least it marks the status as "Customer-Reply"; although, even up to my second reply, the time elapsed was a total of 8 business days.
Sorry for the delay, I don't typically check my LET PMs very often so haven't seen your PM requesting me to review your ticket.
It's no secret that our helpdesk is a bit of a mess right now. This was recently addressed in an email to all customers sent out a couple weeks ago announcing the launch of IncogVPN that also included IncogNET's roadmap for the future. Aside from some product / service announcements it also mentioned the support wait time and general customer service was an area of focus.
Unfortunately this year we've been suffering from some growing pains. The joys of a small and growing business. Much of our focus has been on product/service development which has pulled eyes and energy away from the helpdesk and you can see just what all we've been up to and how active we've been on Twitter: https://x.com/IncogNetLLC
Stick around though, I think you'll find that things will only improve. We're aware support is slow and we're working on new documentation (since almost everything is self-managed anyway) and working on reducing the queue times dramatically.
Typically, yes. But it was still weeks between so he shouldn't have felt the need to 'bump' it anyway. We should have answered it sooner.
EDIT: I also want to reiterate that we rely a lot on automation and external monitoring of all servers and our network. Believe me, if there is an actual critical incident that requires our attention I know almost immediately. Between SMS, Slack, and emails to the "oh shit" inbox, I'm usually the first to report to our upstreams if there is an issue. So while our support response times are quite poor, we're not ignoring anything critical. But in any case, it's a point of concern on our end as well and something we're addressing and working on fixing.
They have violated the contract.
You deserve a refund of service fee for this billing period.
He already received such an offer, for the full term.
Can't see without an account. Platforms that require registration are a cancer to the internet.
x.com is particularly bad, similar to instagram, they will say "something went wrong" or "oops! " which actually means "you have been blocked because you aren't logged in and using google chrome without a vpn". Fake errors designed to frustrate and mislead.
Post your updates somewhere else, like, I don't know, an RSS feed?
Appreciate it MannDude. I sympathize with the small business growing pains. Wishing you best of luck with your continued growth.
IncogNET has been apologetic and offered a refund for the full term. If it's any consolation, their actual hosting services have functioned adequately and did fit most of my needs, so it seems disingenuous to go forward with a refund with my support item being the sole reason.
I would have to agree with you. They do have a Mastodon account but it looks like it hasn't been updated for some time.
Oh?
You can read X without logging in.
>
>
how?
you can read individual tweets but without proxy tools that scrape and present a general timeline mixer you cant just browse around for long
https://www.sotwe.com/IncogNetLLC
lmao
Well done.
...
Tweets now automatically crosspost to our Mastodon.
Wasn't aware that you had to have an account to view Tweets. Also, briefly looked at the RSS feed option, but not seeing a sane way to do that just yet that doesn't require to be done manually.
In any case, Twitter and Mastodon are options if you want to see random updates, memes, and shit-posts by us.
Are you running WHMCS? Its Announcements feature has some RSS support.
https://docs.whmcs.com/clients/the-client-area/announcements/
"The announcements system, along with showing announcements on the WHMCS homepage, will also output announcements into an XML RSS Feed for use in readers and on other websites."
I would just like to apologize ahead of time, and declare my innocence before 9/6/2024.
You can view the main profile page, however it doesn't show the latest tweets in order or sometimes at all. You can't view replies to tweets that you open via direct link, you can't view the "tweets and replies" or "media" tabs, and after browsing more than a few profiles you get completely login blocked.
🙏 Appreciated. Sorry if I came off annoying, twitter gets on my nerves.
@MannDude I've been trying to contact you through your helpdesk for weeks now. How can I get your attention?
LET