Platinumservermanagement Reviews 9

This company has went from good to extremely bad they used to answer and resolve tickets within a day or at least a week now it takes over a month with no issues resolved when you submit a ticket you will get a reply we are looking into this after that no follow ups and weeks into over a month no issues resolved , complaint on their site is also useless you will receive a follow up stating they are looking into it and that's all over a month later no response or issues resolved so don't waste your time submitting a complaint on there.I am not sure if they are not qualified to work on servers anymore or if they took on too many clients for their small team to manage or if they are only working on bigger proactive clients clearly they are not into good customer satisfaction, you will be paying a monthly fee to them with no issues resolved over a month so basically that monthly fee you have just wasted for no work being done on your server.

I used them a few years ago and they were great. Signed up recently and the service is now extremely bad. As others have mentioned, open tickets, get a response quickly saying we're looking into it. Then nothing. Esculate to a manager, same again, "We're looking into it" then nada. Stay away.

They are fast on their first response which does not mean anything then "We'll be updating you shortly " or "We are working on it" Boom they are gone for weeks, months no more reply. You escalate your ticket to a manager and he says "I am checking the ticket 8.....for you now" He is gone too for weeks, may be months. Your both tickets are at the dead and and your site is down. They do not care about your server or urgency! This is their regular practice!

Signed up and first ticket has been open for 2 weeks. I sent off a enquiry to supervisor, that has been open and unanswered for a week. Cost me a month for the experience but I am happy I found this out now rather than later.
edit: after I removed my server from the service, I received a very detailed and informative reply. This could have been done towards the start of the fortnight wait or after my 2 requests for a progress info - but alas, they gave me a refund unprompted which was unexpected but welcomed. I wish they had of replied with progress earlier.

They are worst service. They do not have any experience and will take hours to reply the support ticket and when we ask any questions they will reply very rudely. never join them.

Really bad service. The company takes at least 24 hours to respond each question. When you have a problem it takes forever to solve. If your server has real problems they cancel your account and there's no way to talk with them anymore. They cancel your account without previous notice.
If your server has pending issues they just abandon you. Buyer Beware. Don't do business with this company.

don't waste your time.
- the response is pretty bad in timing, even if you let them know that it is an urgent matter. The took a lot to respond (12h-24h or more). I don't how they calculate the average response of 1h and 3h for resolution. that wasn't my case in any of my tickets.
- these people do not read what you ask or request. they reply only to what they want and ignore the rest.
- be prepared to have a lot of back and forth fro every query you have, do not try to ask more than one thing in a simple request they will collapse.
- your ticket will be assigned to one agent, so you need to wait for this agent to be available and continue working on your case nobody else will help you. If you try to create another ticket for someone to take a look since it is urgent and you didn't get a response in one day. they will be mad at you and reply that there is a ticket already open with your case.
- finally don't worry if they can't help with your problem, they will simply cancel your account and refund your money. very professional.
- more than 20 years on the business but they don't have google reviews, yelp or other trusted reviews official account. wonder why. fortunately, trustpilot allows us to comment about it.
I make sure they will appeal with a lot of justifications and excuses and stating nothing is true. basically, that is what they did when we claim that their service is awful. they just want to clean their name and conscience but we know how they work.
good luck.

Very bad experience for these three reasons:
1. Despite of telling them that my requirement is urgent, they weren't able to setup a server properly in 5 days.

2. I kept on checking their portal for their first response. A response came after 6 hours with their modified time stamp which said that the response was made in 2 hours. A total LIE!

3. I told them that i'm not getting email notifications(not even in my spam box) of the support responses made, so I requested them for help. They told me that gmail filters may be blocking their email. DUDE i understand that this could be the reason if my email ended in spam, but that's not the case.

Update: The good part. They gave me a full refund. Have to say that they did the hardening part very well, but their technical support didn't follow my instructions properly(not once, but twice...this caused additional delay)

I tried to login to your client area to post proof, but couldn't login with my details(probably deactivated as they sent a refund)

Regardless, thank you for your prompt reply on this review here :)