Network Solutions Informative - Network Solutions no longer up to par
HERNDON, VIRGINIA -- Within last 3 weeks our access codes have been re-set 11 (!!!) times for "security reasons".
I guess we ought to be grateful and feel incredibly secure, however the price we have paid for this has become unbearable. Due to not being able to deliver files to a client by the deadline, we lost a project and consequently that particular client.
We feel increasingly frustrated and feel embarrasssed for having to apologize to our clients for their repeatedly denied access. The unreliable service makes doing our job impossible.
We receive no less thank 4 marketing emails from NS per week, yet we have not once been notified of an interruption of service. NOT ONCE!
Since NS outsourced the CS and TS call center to Philippines the customer service and technical support are now unbearable due to cultural (+other) differences. 70% of the call time is spent listening the representative robotically apologizing in every sentence and repeating the same sentence over and over again. I understand that this might be intended as an expression of courtesy, but in truth it's utter waste of time and after the 30th apology, flat out annoying.
Nine years ago a phone call to NS was answered immediately, problems were promptly solved and the overall experience was so far above competition that it was worth paying more that for the competitors. Now I regrettably must say that NS is the worst and most unreliable vendor I conduct business with.
Was it greed that resulted in all this or simply a wrong hire to the top spot in the organization?