Okay, so I used to be the biggest Surpass fangirl. I've single-handedly referred at least 5 people to this site in the few years I've been here. At first I was extremely happy, but within the past few months, I've been more than disappointed.
So it started a few months ago, when my sites started going down every day. Usually I just ignore downtime and let it pass, but because it was so frequent, I started sending in tickets. After a few "it's fixed now" tickets, I finally asked to change servers. Although they were reluctant, my threat to leave seemed like enough to get them moving. They moved me to their "brand new, no downtime" server, SH141, from SH101. It took a few days, but I was optimistic.
A few days after that, it started up again. A half hour to an hour, every day. I'd send in a ticket, it would fix itself and I'd get an "it seems to be working fine for us" email. Well of COURSE it works fine for you, three-freaking-hours later (I'd say that 1 out of my 20+ responses was answered in under an hour by the way, contrary to what the website says). I finally sent in a ticket saying basically "Find out what's wrong with it because I can't deal with this anymore". And what do I get? "It works fine, your IP address isn't blocked and next time, send us trace route results". W-T-F?! YES it works fine, almost 24 hours later; no duh it isn't blocked (I always have people check); and what the hell is a trace route?!
I'm just so fed up. I'm tired of being sent through five different departments and waiting a day to get answers, I'm tired of no one understanding my questions and most of all, I'm tired of not getting ANSWERS. I'm sorry Surpass, but I have no faith in you or your support at all. Everything about this just sucks.
To anyone thinking of coming here:
. Go somewhere with live chat, somewhere with a phone number to call, somewhere where the packages aren't so huge that your website goes down every day. Just stay away!
Tickets (for reference): SXD-197710; BCQ-405732 (there's only two, but I got tired of sending in new tickets so I kept replying to my old ones).