Beware of false claims

[garyfjones]

As part of our biennial benchmarking exercise we have compared the service offered by Rochen to a number of other selected suppliers. We approached this exercise in an open manner and involved the staff at Rochen. With the advice they offered free of charge we opened 3 new accounts with other suppliers. All but one appeared to be overselling what they could actually offer. The last company limited what they could offer and we have not identified any overselling issues. Careful reading of all of their terms of service were required and none compared to the
level of service offered by Rochen.

All 3 companies failed in their customer support. A support ticket was raised on all 3 companies with a simple query and some 24+ hours later not one has responded.

These unwanted accounts have all been closed.

In conclusion - there is no better service than that offered by Rochen - with special reference to their excellent customer service.

It takes a man to admit he was wrong - We were wrong and Brad was right.
The advice he offered was faultless - as normal.

It was never our intention to leave Rochen but this exercise has proved that Rochen are the best in the market.

Well done

Gary Jones

[Chris]

Hi Gary,

Thanks for the testimonial :)

I am glad we were able to help with your review process. Checking what’s available in the market is not a bad idea, but larger disk space and bandwidth quotas at lower prices doesn’t mean better value for money in most cases, because you will run into the type of problems you describe.

Rochen very much focus on providing the best service possible supported by the most qualified technicians and the best infrastructure money can buy. We will never go down the route many providers have of selling plans with crazy amounts of disk space and bandwidth as this would only end up coming back to hurt us and our customers.

We are not perfect but our goals are always to maintain the best possible uptime, keeping sites loading fast and giving prompt and educated responses to tickets.

We appreciate your business and look forward to continuing working with you over the coming years.

[garyfjones]

Hi Chris

After 36+hrs we received the following reply (from one of the test companies) to our simple support query that would be listed as low/medium.

If it wasn't so serious it would be funny !!
__________________________________________________ ________
Hi Gary,

Our 24/7 support only applies to telephone our tickets are answering between the hours of 8am-8pm Monday-Friday and 9am-5:30pm on Saturday. You're ticket was raised at 8pm on Saturday and as there were nobody here to answer it this is why you've not gotten a response, I suggest if you'd be looking for an urgent answer to call up rather than email.

__________________________________________________ ________

We're happy to forward a copy of the original as like us it is hard to believe.
We don't feel that this is the right place to name and shame - Remember this is from a major player in the hosting market.

PM if a copy would be of interest. We would like the opportunity of supplying more details on how not to do it. We can't believe it.

We have said it before and will say it again - Rochen Customer Service is second to none - True 24/7 support with rapid response. They are the best.

Keep up the good work

Best Regards

GJ

[Brad]

Ahh.. this made my day!

Thanks Gary.