I am done with Cirtex for good

[luis.sg]

My experience with Cirtex has been the worse I've ever had after 7 years working as a webmaster.

If you ask support/billing more than one thing at once -regarding the same matter-, they will stop answering after the first question. If you want to go further, then you have to insist. If not, the are happy by doing the least they could do. Also, when you remind them there are questions or requests left to solve, they kind of freak up, and they then start talking to you in a rather rude way. No hellos, no thank yous, no good-byes... nothing. I have emails such "it's done". That's it. If at least this brief comment was true, I would be a bit happier. But nope, and also they never anticipate any circumstance, they won't tell you more than is strictly necessary and yet they forget important details. Take care of your customers, it is every company's first golden rule.

But the worse part is when you submit a ticket. Of course you expect to get an answer rather sooner than later, specially when the ticket's priority is set to "emergency". I've sent one of those hot potatoes three hours ago. Have you guys received anything from them? Of course, you haven't... Me neither.

Apart from this, I've suffered other issues such: slow servers, email problems that never got solved -they blame my GMAIL account instead...-, servers are down often... well, horrible. I guess you can't get much more by the price you pay. But I've been told of other companies, much more professional, that won't charge me more than Cirtex. If anyone wants advice, PM me, if my account is still alive after this fierce criticism, or after I shut closed the account myself and happily move on.

I am also writing my journey through all this problems with Cirtex in a major technical blog in Spain, which is read by thousands of people that won't be caught by this company.

My overall rating is: bad. If only they were a bit less rude or at least they pretended to be helpful, things would be much better for them. And some English lessons would be a plus, too -this coming from a Spanish man-.

Greetings to all, now I wave you good bye and wish you all customers good luck with your websites.

Cherio!

[Cirtex Admin]

Hi,

I have replied to your helpdesk ticket, while I understand you're unhappy with our domain transfer process, I have checked and we've already unlocked domain and emailed you EPP Code to transfer domain to your new host as you requested and now it is up to new host, not us.

You have submitted 3 tickets on the domain transfer issue to your new host but please note we need time to arrange the domain transfer process, anyhow you're all set since days ago, you just need to contact your new host, they should help you we cant update DNS now that you want domain transferred to them, I don't think you understand.

The last ticket you submitted was during beginning of june and all those issues were resolved so I don't think your evaluation of our service is very fair. The domain transfer issue is marked as billing and it is not instant resolution time as many support issues can be since our billing staff is not 24/7.

Anyhow, good luck with your site.

Cheers to you as well

[luis.sg]

Originally Posted by Cirtex Admin

Hi,

I have replied to your helpdesk ticket, while I understand you're unhappy with our domain transfer process, I have to say we've unlocked domain and emailed you EPP Code to transfer domain to your new host as you requested.

You have submitted 3 tickets on the domain transfer issue to your new host but please note we need time to arrange the domain transfer process, anyhow you're all set since days ago, you just need to contact your new host, they should help you we cant update DNS now that you want domain transferred to them, I don't think you understand.

Ok.. so the thing is that I don't understand. Rudeness uncovered. Of course I understand. My 3 tickets where all relating to the same thing, but then again I was asking for a few steps to be followed in my first one. Since I didn't get any answer and you took so long, I submitted other tickets after moving it forward myself.

The problem was not the DNS. I asked for my domain to be unlocked AND the epp code. I got a reply, saying the domain was unlocked. That's it. So I thought, what's up with the code... not a word about it. I had to contact you again and wait a few more hours.

I understand perfectly. You have contacted me through private messages to end up saying "you don't understand" here, in my face.

I have done all the steps, and so has done newHost, my new company. Now you have to approve the domain transfer.

Originally Posted by Cirtex Admin

The last ticket you submitted was during beginning of june and all those issues were resolved so I don't think your evaluation of our service is very fair. The domain transfer issue is marked as billing and it is not instant resolution time as many support issues can be since our billing staff is not 24/7.

The last ticket I submitted, you are right, was before june... That is because by than I had given up with you and was already looking ofr anothers company. You could check that, indeed, I haven't done anything on my website.

You know, trying to make your customers look like fools won't help you either. Accept that you could improve your service, that would make everybody, including me, think that you are worthy.

Ciao ciao.

EDIT:

Cirtex Admin: did you get EPP Code? we sent it out through our domain registrar to your original email then just give to newhost and its up to them how long it takes

ME: I think there is a bit of misunderstanding here... let me put it simple:

- I have the epp code,
- I have submited it to new Host, and they have started the process of transferring the domain. They have sent an email to sales, asking them to approve the transfer. I have a copy of the email.
- It is no up to them, actually, it is completely UP TO YOU.

[Cirtex Admin]

Hi,

Thanks for clearing things up, I contacted you via PM to get the ticket ID so I can look into the exact issue that is why, and I see where the misunderstanding is, that the last step of Domain Transfer requires us to accept it but from the responses we kept thinking you still haven't received the information or done the required procedures to make the domain transfer.

There really is no need to open multiple tickets on the same issue and our techs remained professional entire time, but I understand why you were frustrated as you wanted to transfer domain out asap.

Anyhow good luck with your new host, I'll take care of the last step of the transfer.

Cheers

[luis.sg]

Thank you. Yes it seems there was a bit of misunderstanding.

I'll try to be more explicit from now on.

Cheers,

[Cirtex Admin]

No problem, language barriers can be problems at times especially when it's over the internet.

Anyhow the issue is very very simple We'll get you taken care of.

[st1905]

- I have the epp code,
- I have submited it to new Host, and they have started the process of transferring the domain. They have sent an email to sales, asking them to approve the transfer. I have a copy of the email.
- It is no up to them, actually, it is completely UP TO YOU.

How come can you say that "it is up to you" for cirtex?

You have submitted epp code then cirtex unlocked the domain so it is not related to cirtex anymore.They can do nothing about your transfer from now on.

You blame cirtex for bad support and rudeness but i really dont think so.I`ve contacted the ticket support before and never received any rude behaviour also they fix things very fast.

At this hosting business you can always have problems but it does not mean that your hosting provider is bad.

Good luck with your new service.

[luis.sg]

st1905,

You've copied the answer to your own question:

Q. How come can you say that "it is up to you" for cirtex?
A. I have submited it to newHost, and they have started the process of transferring the domain. They have sent an email to sales (Cirtex), asking them to approve the transfer. I have a copy of the email.

So now Cirtex has to approve the transfer. I have to say, in favor of Cirtex, that newHost has sent this request to a wrong address. So nobody's perfect!

I am being helped now, but I had to write my frustrated moaning down to get this help! Anyhow, I am glad someone is here to hear our complaints. So after all at least there is one person here taking care of the customer.

[Cirtex Admin]

Hi

Glad we found the root of the problem

[luis.sg]

Yes... so it seems.

My complaints about Cirtex were not just about this domain issue. In general I was unhappy by the support team, but I have been told it is going to be restructured soon, which are good news, shame it didn't happen before I had to move.

Good luck you all.

[Cirtex Admin]

Originally Posted by luis.sg

Yes... so it seems.

My complaints about Cirtex were not just about this domain issue. In general I was unhappy by the support team, but I have been told it is going to be restructured soon, which are good news, shame it didn't happen before I had to move.

Good luck you all.

Hi,

There will be many good changes coming up

Cheers