Reply from ICDSoftAug 24, 2023
Note: Trustpilot allows reviewers to update their reviews. The initial review was posted on August 23, and consequently updated on September 2.
Our answer to the August review:
===
Dear Sir/Madam
For the last two days (48 hours), our support team responded to 22 support requests from you, including fixes of WordPress plugins, data restore requests, data removal, and multiple guidelines on how to proceed with various tasks. Our team started to work on each of your requests seconds after you posted it. All provided assistance was to the best of our abilities, and a great part of it - beyond the scope of a hosting support service. We are quite happy to help our customers as much as we can, as long as we can, even when it is not a part of our job.
Yet, you find our service horrible, despite our effort to assist you working with a 28GB/250k-inode WordPress site with over 100 plugins, including additional staging plugins making the installation bigger and (probably) advice from a remote developer also working on the site. All this is definitely not an easy task. But it is what it is, and if you find the service horrible, then we regret that we cannot meet your standards of quality service.
Probably you would want to read our latest response in our ticketing system, which was posted before your review on this site.
Best regards,
The ICDSoft Team
===
Our answer to the September 2 updated review:
A couple of important points to mention:
1. Nowhere in the communication with this customer we have detected a malfunction of our systems, or something that is not working as expected/described in our FAQs. Actions such as "create staging" and "restore backup" take longer than a couple of minutes to complete, due to the size of the site - 28GB in size, 80 plugins currently. Each time we provided proper instructions that often the customer failed to follow.
2. The account is for a site that is not live yet and the customer is working on it, apparently with a couple of other parties (developer, Elementor support). We are being accused of delays in resolving matters that are 1) outside the scope of our support service, and 2) issues with a very large WordPress site, which take longer time to resolve.
3. Most of the numbers mentioned in this review are incorrect or irrelevant. For example, for a restore procedure of a WordPress site, it matters the size of the site itself and not the total size of the hosting account. For staging and backup/restore procedures, it matters the total number of plugins, and not just the currently active ones.
4. The account was renewed on August 27. Four days after the initial review for a "horrible service", for a non-live site, instead of trying to claim a money-back guarantee, for example, the customer just extends the service. WHY ON EARTH would someone pay for a service that they find horrible?!?
At ICDSoft, we are all humans and not AI-based bots. We put our hearts into resolving customer issues, very often going over what is expected from us. With this customer, after over 50 support questions, hours of work, and being many times over the hosting support service scope, in the end, we get a "horrible service" label. Just because of "wasted 24 hours" when building a complex new site, or two hours for resolving a problem that is not server-side related. Or because the customer is selecting a couple of times the "Sep 3" backup, instead of the "Sep 1" backup, as instructed!
We are not sure if the actions of this customer are deliberate, or if the whole situation with this complex site is a result of haste or misunderstanding on how things would work properly. But in any case, from our point of view, this is getting quite absurd, and we do not see how we can continue to provide service to someone whose goal might look like paying for service just to hammer it publicly.
Best regards,
ICDSoft Team
