metallicrab
Rochen Community Member
First, let me say that a testimonial is a testimonial...they aren't always good, they aren't always bad.
I started with Rochen over a year ago, as obviously suggested by Joomla.org...back when I started doing CMS sites for a couple of
customers. Let me say that Rochen had me from the start. They
were helpful in getting me set up, and answered my novice questions
with only kindness.
....Then I upgraded to a reseller account. I have no idea why, but ever
since then, my experience with Rochen has been terrible...to say the
very least. While their packages are priced with good value, a single
staff member has spoiled my faith in Rochen.
I have found that lately the router I am on (Austin) is prone to more
problems than it used to have. That is not my problem, however...my
problem lays in the fact that one of their staff members has time and
time again been very very rude to me through support tickets. Where I
drew the line is when I approached the "billing department" about an
overcharge I noticed from Rochen on my bank statement. Now...it
is still undecided whether my bank or Rochen caused this problem...but
I can tell you one thing...this support guy from billing was rude to me
for the last time. He offered no help whatsoever.
All in all, Good things about Rochen:
1. They have decent prices.
Un-desirable things about Rochen:
1. Only tickets...no phone or live chat like almost all other hosts.
2. Under-staffed...literally like 1-2 people answer my tickets and
one of them is totally rude and egotistical.
3. I have had the "support staff" answer billing questions and the
"billing staff" answer support questions.
4. They WILL NOT admit when they're wrong. Plain and simple.
5. One of their "senior" staff members is perhaps the rudest person
I have ever dealt with.
6. Rochen claims that one of the things they are most proud of is not
outsourcing their customer support....that is great...but only having
a handful of people...and only by way of support tickets? THERE ARE
OTHER HOSTS that have GREAT support teams that ARE NOT outsourced.
I started with Rochen over a year ago, as obviously suggested by Joomla.org...back when I started doing CMS sites for a couple of
customers. Let me say that Rochen had me from the start. They
were helpful in getting me set up, and answered my novice questions
with only kindness.
....Then I upgraded to a reseller account. I have no idea why, but ever
since then, my experience with Rochen has been terrible...to say the
very least. While their packages are priced with good value, a single
staff member has spoiled my faith in Rochen.
I have found that lately the router I am on (Austin) is prone to more
problems than it used to have. That is not my problem, however...my
problem lays in the fact that one of their staff members has time and
time again been very very rude to me through support tickets. Where I
drew the line is when I approached the "billing department" about an
overcharge I noticed from Rochen on my bank statement. Now...it
is still undecided whether my bank or Rochen caused this problem...but
I can tell you one thing...this support guy from billing was rude to me
for the last time. He offered no help whatsoever.
All in all, Good things about Rochen:
1. They have decent prices.
Un-desirable things about Rochen:
1. Only tickets...no phone or live chat like almost all other hosts.
2. Under-staffed...literally like 1-2 people answer my tickets and
one of them is totally rude and egotistical.
3. I have had the "support staff" answer billing questions and the
"billing staff" answer support questions.
4. They WILL NOT admit when they're wrong. Plain and simple.
5. One of their "senior" staff members is perhaps the rudest person
I have ever dealt with.
6. Rochen claims that one of the things they are most proud of is not
outsourcing their customer support....that is great...but only having
a handful of people...and only by way of support tickets? THERE ARE
OTHER HOSTS that have GREAT support teams that ARE NOT outsourced.