Sunset Net

Review: Our email server went down on Feb. 11,2014, for the first two days the was an announcement on their answering machine that service would be restored approximately 4:00pm on Feb. 11. That message changed on Feb.13 stating that their email server had been repaired and it had not, the company technicians who are the only ones who can correct the problems proceeded to take a four day weekend. The company does have a back-up technical service (Computer Zone) who provide support well but they do not have the capability to correct problems with the server Sunset.net are the only ones who can make those repairs. Computer Zone informed me on Feb. 15 that I had been locked out of the server, there is only two accounts in the town that I live in so this is probably true. I started calling Sunset.net on Feb. 12 and informing Computer Zone that I had a problem. I spoke with Sunset.net customer service on Feb. 17, they informed me that I did not talk to Computer Zone until Feb. 15 which was not true but regardless they were aware that I needed one the their techs to repair the problem. I have called every day since Feb. 12 and have never spoke to one of their techs, I would imagine they are off for the weekend now. I am in the process of putting on a $200,000 banquet on March 1 and unfortunately a lot of contacts use email which I have not had for eleven days. Having had a career with a company that believed in legendary service the last thing we would have done is to take a four day weekend when the majority of our customers were out of service. I have been told since Feb. 17 that a tech would call me, that hasn't happened and I still have no email service.Sincerely, [redacted]PS The company lost their spam filtering service in October and still do not have any.Desired Settlement: My main concern is that this company is charging for a service that they are not providing and are not giving their customers the service and respect that they do deserve, I personally will change email service but this company should not be able to conduct business as they have.

Business

Response:

Our customer service/tech support is available 24hrs a day, 7 days a week. I'm not sure why he calls every day, but doesn't speak to a tech (that's what they're there for). As for why they couldn't find a record of his call, it's because Sunset and C-Zone customers are tracked in separate support ticket queues, so if they were to have searched both, they would have found the other conversations. The phone system itself can be searched for "caller id" numbers as well, so as long as he hasn't blocked his number, we can verify not only when he called, but the duration of the call, and where the call was routed, and then to the tech(s) he spoke with. It will also tell us if he hung up before the call was answered by a tech. Admittedly, there have been issues with our mailservers, primarily due to the new .eu and .me.uk domains being offered for registration. Spammers worldwide have been purchasing and exploiting these new (not yet properly filtered) domains and the FCC/ICANN can't keep up with the complaints, so our servers are getting hammered with junk mail. That said, if the customer identified himself as a c-zone customer, the techs would have been troubleshooting on the incorrect server. We are slowly getting a handle on the spam issue, but it will probably take months for the flood to stop coming in from .eu. We had a similar problem with the .pw domain last year. This is obviously causing a huge backlog in support calls/tickets, and for that I do apologize. In any case, email is a "free" service, so there's no "credit" to be offered. The 3rd party program that we offered through Postini was terminated by Google after they acquired Postini and shut it off without notice (well, they reneged on allowing our customers to be able to migrate to Google Docs for the same price). The customer shouldn't be getting charged for this service any longer, but if his account fell through the cracks, I'll check up on that and get it fixed. THAT service would be eligible for a credit back to Oct 29th when it ceased to be operational. I will contact this customer personally to explain all of this and to make sure everything is in proper working order.

Consumer

Response:

I realize nothing is going to be done about this issue and I have all ready changed email providers but his statements are incorrect. I did call Sunset.net daily for three weeks and was told a technician would call me back and resolve my problem, this never did happen from Feb. 10 to March 2. There was a technician that called me after the complaint was filed and after their service was discontinued. I do have the phone records to verify my complaint. I no longer have a problem because I changed providers but they are telling you B.S.

Review: Sunset Net is trying to say I owe them for 2 years of internet service. The amount they turned over to collection is 1014.13. I asked for my legal document that I signed with them? No internet service would not collect for over a period of 2 years and leave the service on. I never had internet with them? I have Dish and had at the previous address. This company apprently purchased the other company I had DSL with. I went to pay my bill one day and it was closed. So my wife got Dish satellite. Not only will this hurt my credit , this is extortion.Desired Settlement: I offered 300.00 to the credit bureau . they turned it down. Now I want the bill adjusted and off my credit report. I should not even owe 300.00 .