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CloudClone's customer service is dreadful.
they claim to offer 7/24 online support,this is a lie. After my machine crashed and went offline, neither restarting nor recovery mode could restore it to working order; its status remained offline. I submitted a support ticket, yet it took five hours for anyone to respond, followed by another two hours before it was finally fixed.
Comments
I don't see anything wrong with it since it 7/24
7 hours a day
24 days in a month
24/7 support doesn't really guarantee fast response times. They might still have a long queue of tickets.
If you want super fast replies from a provider, go to a provider that provides a SLA guarantee on their reply times and pay their prices, not a budget end provider then bash them on here because you opted for a cheaper end of the market server.
Someone please make meme for this:
It has been: 0 days
Since last complaint about Cloudcone
in other news, the sky is blue
Moved thread from General to Providers
cloudcone can't have a break
Is 7 hours from opening s ticket to getting a satisfactory resolution bad?
It's not bad
Sometimes customers misunderstand that 24/7 companies have multiple tickets for different issues and situations that require more time to respond, and sometimes it can take several hours, including overnight, to close the issue.
It's understandable, and we understand how sometimes incidents are handled in minutes, but we don't say that.
I went to Social Security today at 9 AM and had the number 540, but the numbers aren't called in order. I saw what was happening: 550, 580, etc., and I waited for four hours. But I kept asking, not all inquiries are the same. I left at 2 PM with that number, and it's understandable why some incidents take longer to handle.
Those ticket times sound normal
Hi @nikan ! Thanks for the feedback, and sorry again for the trouble.
Glad to hear it’s all sorted now, we’re always working on improving response times, especially for urgent cases. If anything comes up again, just let us know.
Twenty-five days ago, I purchased two new machines from your company. Given that this old machine has been crashing incessantly since five days ago, and you have failed to resolve the issue completely, each crash necessitates submitting a support ticket and waiting for resolution. I no longer feel confident using your services. I require a full refund for the new machines and a partial refund for the old machine. How do you account for my refund request being ignored and closed outright by your customer service personnel? Would you kindly advise me of your proposed solution via Lowandtalk?
I recommend setting up a dedicated troubleshooting option. This ticket option should be clearly labeled to handle only specified network issues, hardware failures, and other related malfunctions.
It's been 17 hours since I submitted the support ticket, and they're still playing dead.
This is lowend support, thanks for your contact. Your support time have been doubled.
They have 24/7 support doesn't mean personal 24/7 support, be patient
Yes, please refer to the terms and conditions:
Otherwise, if this applies to your service, the instructions to request SLA credit is provided.
https://cloudcone.com/policies/service-level-agreement/
They're my slave wdym😈