Live the Dream... More like a NIGHTMARE... Avoid FastHosts (Fasthosts.co.uk)

Member Name: Lee Brown

Product:	Fasthosts.co.uk
Date:	02/09/06 (64 review reads)
Rating:

Advantages: slick website, PR and pre-sales (misleading free offers)

Disadvantages: bad (AWFUL) post sales customer support

Live the Dream? More like a NIGHTMARE .....

FastHosts is a big/well known 'Host' ... that may well provide some tools for simple page creation (although this is not their primary business - and arguably shouldn't really be the basis for any review).

They do (like most business people) offer the chance to upgrade your account to offer more services (for more money) for those customers that dont know what they want initially or whos needs change over time. Of course they do - it's increased sales - and they will invest more money in providing people/expertise/polite service to help sell these services.

Also (conversely) they are less inclined to deal with issue resolution. You may well be handed back to the original 1st line help desk after escalating a problem to their 2nd line support team. You may well (like me) see that the 2nd line has added no value to the issue resolution - simply introduced a time delay and adding no value to the customer.

I had 2 specific questions/issues which I addressed to their customer services director - he declined to answer both questions - prefering to ignore the more difficult issue - but that didn't help me did it! Big company employees I think feel that their anonymity is an excuse to get away with doing bad job. My simple complaint remains unresolved after a month of emails -usualy being asked to repeat info they've already been provided with.

Some people may feel it's acceptable for Customer Services to request account numbers, and passwords to confirm identities.... but in the same email exchange???? - and sometimes being asked inconsistently for different identity information? They're a joke.

They do the big company 'walk the walk, talk the talk' - but beware if you need any sort of customer service.

AVOID FASTHOSTS until their customer service improves....not to mention their service availability problems ;-)

Summary: bad (AWFUL) post sales customer support