Strongbox - Lack of customer Support

[SAS_Jack]

On or around the 4th April i sent an email to strongbox/bettercgi asking them to activate Strongbox on a members section for me after already making payment a week or two earlier (i had issues with a custom DNS with my hosting company).

I didnt receive a reply to my email, for seven days until i received an email saying (12th April) there had been problems at the strong box offices and my issue would be dealt with right away. 3 days later and i received an email saying it had been installed and everything was tested and working ok.

I wasn't able to login to my wordpress cms for a few days after and i was racking my brain as to why. I shot off an email to strongbox and they replied and said that a plugin needed to be activated and tested as it was wordpress. Surely this should of been activated at testing.

Its been 8 days now since i first contacted them about my logging in issue. I have been unable to login to my members section for coming up to 2 weeks. This issue should of been addressed when it was installed 2 weeks ago as they said it had all been tested and working properly. Luckily the site isnt live but is almost there and is now waiting on strongbox to get their act together.

This isnt the first time it happened. It tooks weeks with one of my other sites. I am quick to praise the software but the support is below par and has left a sour taste in my mouth. I was planning on purchasing throttlebox for a couple of sites in the future but dont think i need the hassle.

[Nurgle]

wow they are normally pretty damn quick..

https://www.bettercgi.com/strongbox/contact.html

ever thought of calling them?

[nation-x]

Originally Posted by SAS_Jack

On or around the 4th April i sent an email to strongbox/bettercgi asking them to activate Strongbox on a members section for me after already making payment a week or two earlier (i had issues with a custom DNS with my hosting company).

I didnt receive a reply to my email, for seven days until i received an email saying (12th April) there had been problems at the strong box offices and my issue would be dealt with right away. 3 days later and i received an email saying it had been installed and everything was tested and working ok.

I wasn't able to login to my wordpress cms for a few days after and i was racking my brain as to why. I shot off an email to strongbox and they replied and said that a plugin needed to be activated and tested as it was wordpress. Surely this should of been activated at testing.

Its been 8 days now since i first contacted them about my logging in issue. I have been unable to login to my members section for coming up to 2 weeks. This issue should of been addressed when it was installed 2 weeks ago as they said it had all been tested and working properly. Luckily the site isnt live but is almost there and is now waiting on strongbox to get their act together.

This isnt the first time it happened. It tooks weeks with one of my other sites. I am quick to praise the software but the support is below par and has left a sour taste in my mouth. I was planning on purchasing throttlebox for a couple of sites in the future but dont think i need the hassle.

Here is an unfortunate truth. Email is an unreliable medium and, more than likely, your email was lost in a sea of spams sent to junk mail. Ray provides great customer service, in my experience.

[fris]

ray is usally good with support, wondered what happened?

[raymor]

This was taken care of earlier this morning. SAS_Jack, I apologize for the delay.
We have been going through some difficulties, but I am hoping that everything will
be getting back to normal starting today and we just need to catch up so we can
continue to provide the excellent service people have come to expect from us.

It sure does seem that when it rains it pours. Like Japan's triple whammy of earthquake,
tidal wave, and nuclear situation all at once, sometimes it seems that everything comes
at once. We are adding redundant equipment and staff, though, to avoid this kind of situation
int he future.