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The Planet.. worst customer service.

July 15, 2008

Back in early May the co-lo server I have at The Planet experienced multiple outages over a several day period. I filed tickets with them every time an outage occured. After a few days had passed and everything cleared up, I filed a new ticket asking for some billing consideration for all the outages the previous week. After filing the ticket I was told by the support person who responded that I would need to contact this other person in the billing department, and she gave me an email address to do so. Funny, they work at the same place, was it too much to ask one to pick up the phone and call the other on my behalf? I guess so.

So I sent the other person an email and explained about the outages and asked for an adjustment on my bill. She told me to go file a support ticket. I explained that I already had and sent her the URL to their own ticket system. I mean, heaven forbid someone there actually do any actual work, like doing a search in their own ticket system for entries filed by yours truly. Geez..

I didn't hear back from them immedietly and figured it'd take a few days.

Two months went by and they finally responded today. They said they weren't compensating me for anything since the issue was with their upstream provider and not them specifically. They quoted a portion of the SLA and explained how this type of outage wasn't covered. Much suckage if you ask me and I told them so.

I've hosted with a number of providers over the years, and this is the first time I've ever been turned down for a billing credit for an outage.

So be aware, a customer service agreement means way more to The Planet than good customer service.

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