Anonymous
map-marker Markham, Ontario

Incompetent technical support – mess with my website few time and cannot install SSL properly

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It has been two weeks that I am trying Netfirms to install SSL on one of my domain name [I paid or 3 years] and still they having problem installing it. After two weeks they confirmed that they install it manually. Even after installing it manually still the https shows not fully secured with exclamation sign! So where is the QA of this company - they do not know what https should show when typing URL with SSL. Also, when asked them to reinstall a working version of that website still after three weeks nothing happened and every time different stech support give BS story. nOW i AM TRYING TO GET A MANAGER ANY THEY ARE RELUCTANT WHY! I WANT MY MONEY BACK AND CANCEL ALL MY ACCOUNT WITH THEM.
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Loss:
$450
Reason of review:
SSL incomplete and Website not working

Preferred solution: Full refund

Anonymous

Support Staff with no experience - no support phone number on website.

Be advised, when you call support, you'll speak to someone and explain your issue, then they'll wait on the phone with you for someone on their support team to reply to them. Usually a member of support of a hosting company are staffed with professionals who have experience. I've been on the line for 10 minutes and 9 seconds, I've had to repeat my simple problem 3 times and the incompetent young lady has been quiet for 5 minutes... I asked is she there, she stated rudely " Just hold". If this was godaddy my 500 server error would have been resolved by now because you're always speaking to a support technician. Slow and unprofessional.
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Reason of review:
Bad quality
Anonymous

BAD, BAD, BAD CUTOMER SERVICE

I moved all of my domains and hosting accounts to Netfirms about 5 years ago...primarily because I would be able to talk to a live person if there was a problem. Unfortunately, I soon discovered you can only talk to someone after waiting in Hold *** for a long time (sometimes over an hour) and their techs are not very knowledgeable and barely interested in helping.

Until recently, the inconvenience of moving my domains and hosting elsewhere kept me there. But the problems have become worse over time. More and more they are insulating themselves from live conversation with anyone that has a problem involving billings or errors of their part. As my domains and hosting terms expire, I will move everything to another host and registrar.

Avoid these people like the Plague!!!

They are deceptive, insensitive, money grubbers. Customer service is something to which they only pay lip service.

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Reason of review:
Poor customer service
Anonymous

Domain Verification - NETFIRM SUCKS, CUSTOMER SERVICE SUCKS

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Their ability to be any kind of helpful in a situation that was brought upon them is HORRIBLE. The lack of knowledge the staff has is horrendous, exhausting to listen to and communicate with.

They have no idea what they are talking about, the English barrier is frightening, not helpful at all with a wait time of at 30 minutes before someone even picks up. All they had to do is resend the link for the ICANN verification to a different email then the one on file. Well, that was to hard to do, they insisted that I send over a copy of my license and a DBA of my business to verify myself. Makes NO SENSE, none.

My site had been down for over 3 days now, losing money each day it is down and they could give a rats ***. I ended up buying my old domain again that the email went to originally associated with my account, getting the link and able to verify within seconds. CUSTOMER SERVICE IS EVERYTHING!

Oh yeah, not to worry Netfirms, you just lost a loyal customer. *** OFF!

View full review
Loss:
$10500
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

NETFIRMS CUSTOMER SERVICE IS A BAD JOKE.

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Website we've owned since 2006 disappeared earlier this week. Apparently needed to be "verified". They had an old email that we no longer have access to... So...I sent drivers license, updated passwords, updated email address. Spent 2 LONG chats, where they ended up referring me back to the website? Promises to send us to a SPECIALIST. Trouble ticket # 1580****. They promised to have a "specialist" contact me, never happened. I cc'd the compliance department at Tucows where they apparently have a wholesale/retail relationship, they offered to help us. And placed our website back up temporarily until we can figure out what to do about Netfirms. Soon as this is settled, they have lost yet another customer. Netfirms has HORRID internet reviews.
View full review
Loss:
$1000
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Atrocious service - many bungles costing me months of work

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I tried to close my account due to them wiping out my websites - yup, while trying to solve problems. The lady was on the phone FOREVER and had no idea or experience on how to solve ANYTHING.

Mam, just a minute mam while I check out this problem mam. I tired to port my domains to a different company who said I could then after paying said they don't accept .ca. Are all of these companies unscrupulous? Now netfirms is unable to access my domains and it's been weeks of problem solving getting passed on from one person to another.

They asked for my divers license to prove who I am. After submitting it I felt sick as I don't trust them. They are still not able to release them and looked into totally different domains ??? the .coms The woman on the phone said that I couldn't talk with Tucows because Netfirms OWNS Tucows and I won't get any answers different.

I said really, you own Tucows? Still not resolved, want to get away from them forever

View full review
Loss:
$2000
Reason of review:
Bad quality

Preferred solution: Deliver product or service ordered

Anonymous

Netfirms Hijacking domain accounts.

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In 2015 Netfirms removed the ability of customers to delete their own domains from their account and now require customers to call Netfirms Customer Support. I got tired of being asked if I want to do this or that which would cost me more money. I have 10 domains under a main account with Netfirms. I allowed the main account domain to expire (since I can no longer remove it myself) and now Netfirms has blocked all 11 Domains. I can not longer recommend Netfirms to Anyone - BEWARE !!! You have been WARNED !!! It is disgusting that Corporations can do this to customers. Locking all my domains because I do not want to renew just 1 domain.
View full review
Loss:
$1
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

A complete shitshow

I have over 10 years working on IT and dealing with Hosting providers, etc... I never seen anything like Netfirms... The biggest shitshow in the world of hosting providers. Their Tier 1 technicians are a joke, don't waste your time with them. I've opened 100 tickets with them... all super basic... change on Zone, Redirect timeouts, Propagation issues, Memory issues... Everything took multiple calls, hours of nagging and finally me ranting to everybody about it until we get to ONE person in NETFIRMS that has the technical knowledge to understand something more than a password reset... No point getting into details but if you are in IT please please please stay aways from them... this will save you a LOT of time, money and energy....
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Reason of review:
Poor customer service
Anonymous
map-marker Calgary, Alberta

Horrible service - BUYER BEWARE!!

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Netfirms lost me over $10,000 of sales throught emails. The server rejected all emails going out and in.. they ever solved it at all.. until I had to switch to Go daddy. I would stay away from this company by all means. They kept giving me a ticket everytime I called in and the tech support had no idea why this was happening, they could see the emails getting blocked. The system assumed it was spam but in reality it was my orders coming in for my company. I can not believe how it turned out. I HAD TO SWITCH PROVIDERS!!!
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Reason of review:
Poor customer service
Anonymous

Offending and insulting image and misrepresentation of Hinduism

Netfirms - Offending and insulting image and misrepresentation of Hinduism
Sacrilege and disrespect towards Hindus and Hinduism by Netfirms The use of Indian symbols/God is a trivial and sacrilege with a disrespect to Hinduism. Netfirms don't even seem to understand what is Karma as per Indian philo. Why you did not use Islamic symbols or even Jesus? You show how insensible you are with your bias and partial mindset. Is it because Hindus are not like Muslims who will gun you down that they can be insulted? I am offended but can understand your bigoted Christian disrespect towards Indian Culture and its ethos. Your ads is misleading and offending. I can now understand this site: http://netfirms.pissedconsumer.com/ and http://www.complaintsboard.com/complaints/netfirms-c359647.html due to your barbarian mind-set.
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Reason of review:
disrespect and misused of Hinduism symbols/representation for ads

Preferred solution: shows tolerance and respect towards others' cultures and religion and don't make inappropriate use of religious symbols

Anonymous
map-marker Cape Town, Western Cape

Netfirms Sitelock Service Review

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Netfirms extorted me to upsell Sitelock service. They did a bogus scan that identify harmless files that may br malicious. Then tell you they will suspend your account if you do not take action.(and buy Sitelock) The files were only able to compromise my own site so why do they care to shut me down? After almost 10 years!!!!
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Reason of review:
Poor customer service
Anonymous

Horrible Service and Support

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I had been using Netfirms from early 2004 - up until now (June 2015). I have had a few small issues with them in the past, but this past week was the worst. I don't use them for hosting. Simply domain registration thankfully. I have had about 3 dozen URLS registered with them over the years, but their service has really dropped-off over the last couple of years. The use 3rd party outsourced services from India. That makes communication very difficult. Not only that, but they have absolutely no capability to correct or resolve any issues or complaints that you may present. They use "canned" messages and always say they will forward your issue to another department. There is no email address (and even when a support ticket is submitted requesting one) that you can use to complain about the level and lack of support directly to the company. So, guess what?!? Netfirms never learns how *** their outsourced service provider is because all your interaction and complaints go to the outsourced company. There is a bug in adjusting A RECORD - I tried to remove the ns1 and ns2 entries but instead of removing them it duplicates them. Now there are 50+ ns1 and ns2 pointers in my A RECORD. Almost a week now and they are still there and haven't been cleared. I will not be renewing any domains with them, and will transfer what I have.
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Loss:
$300
Cons:
  • Technical support
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

Been with them for 9 years...and lately.....they are absolutely horrible for customer service and response.

Guest

We have had netfirms for awhile and everytime have to contact support they give 'canned'/scripted responses. I've even questioned if its just a chat bot as they repeat the same thing and don't read your responses on the support tickets.

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Anonymous
map-marker Woodbridge, Ontario

DNS Records issues

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They change DNS setting without asking you. Apparently, their system does it automatically every time they're making a change. Biggest idiots out there. The support sasy "We are not changing DNS setting without a permission"...if that's true, then how come it happened 4 times already? I have screenshots to prove and etc. No one seem to care at Netfirms. stay away from this *** Get yourself a hosting with Siteground, Godaddy or pay for a premium hosting and get yourself Amazon hosting, like i did. I will be closing all of my accounts with netfirms and possibly taking them to court.
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Reason of review:
horrible service
Anonymous

Domain Name Server

I registered a domain name with them for my website and did a wordpress site some time ago. I recently upgraded and tried to use their DNS A-Record interface to point my domain to a new host. It turns out the DNS center is just for show and doesn't even work! Apparently the DNS is actually with HostGator, but there I never set up an account with them so I can't get access to change my A-Records to point to my new host! What a fraudulent service! If you want simplicity do not use Netfirms (or HostGator) for any of your web needs. This company is apparently just a middleman. If you need an easy site there are much better services out there.
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Nelta Boa
map-marker Rochester, New York

Netfirms is the bottom of the pit.

I’ve been with Netfirms for a good 10 years now. When I first join Netfirms, they were a Canadian owned company with up time and support when needed (had very few issues where I had to call on support then) was excellent, with very reasonable pricing. They WERE the cream of the crop back then. But now since Netfirms was acquired by Endurance International Group, Inc., (10 Corporate Dr., #300 Burlington, MA 01803, phone: (866) 897-****), the quality of service has greatly degraded. Issues listed as follows AFTER Netfirms was acquired by Endurance International Group, Inc.; 1. Email issues: Most of the time, email deliveries are very slow, as I have seen may times an email was sent to one of my 7 email accounts, I received it up to 8 hours later (when I was on the phone with a client and they sent me an email at that time). 2. Email service is down often. 3. When an issue arisen, Customer Support ALWAYS said that it was my problem and not theirs. One time I called Gary Engel, Sr., Customer Support Vice President, directly and complained to him. Within 2 hours, the issue was corrected. But a few months later, it became an issue again. 4. They just about DOUBLED their hosting fee’s in one year (if I remember correctly, it was something like a 85% increase), then the following year they increased it again WITHOUT notice (I was on “auto-renewal” at the time). I went to REMOVE my auto-renewal and come to find out, if I disable “Auto-renewal”, my hosting service would be canceled at that time. So you are FORCED to use Auto-renewal. 5. I had to call Customer Support at the end of August 2013 in regard to Netfirms email service was down. It was very hard to understand the CS agent. It came to my mind that the agent wasn’t from the US but I wasn’t sure. They told me that it was a system wide outage. After the system came back up again, it took forever to check all of my email accounts that used to take only 3 seconds to do, but now it took 20 second to complete if there was no messages waiting. I contacted them again. Again (as in the past), they wanted to see my email setting for my email accounts. So I made a webpage with pictures of all my setting dedicated to Customer Support with “tracking” so I can monitor when they look at the page. WELL, come to find out, the tracking show that Customer Support is now located in Mumbai, Maharashtra, India, which confirmed my thought from before. In the past, I heavily promoted Netfirms as the place to host your website at. I used to have 22 of my clients webpages hosted on Netfirms and all but 1 had move to a new hosting service due to the problem they encountered with Endurance International Group Netfirms and 5 of my clients dropped me as their webmaster and hired someone else when they moved. Endurance International Group Netfirms has cost me thousands of dollars in revenue. I still maintain a webpage on Netfirms as long as I have a client still with them but once they move, I will discontinue using Netfirms. Word of advice... STAY AWAY FROM NETFIRMS ...
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Loss:
$4500