Crucial-Au Review just over a month review...

[verdict]

Hello Crucial Members,

I thought of writing my crucial review i use alot of 3 other providers so i would likely compare them to them

Sales/accounts - 3.5/10
I have to say that there sales team are horrible, very slow there is nothing like waiting 24 hours + for a response. Even longer on the weekend. woot if they can afford to have the weekend off surely they can afford to hire night and weekend staff

Billing - 3.5/10
I put excess funds in my account on purpose to make fast upgrades, wrong thing to do took them over 24 hours to do upgrades. pointless to do so.


Tech support - 7.5/10
The tech team is on the dot with fast reply's and doing some things for me although i do dis-agree with an Australian company not supporting Australian Jobs. So that's where my score goes down.


Hardware - 10/10
Great hardware. Not much else to say


Network - 10/10
I have had zero downtime,since i joined Redirection. for the proof of the AU server.


Extras - 0/10
It has really piss's me off thinking about it but there reseller accounts are not private label a simple dns search links straight to them....... Need say no more.


Overall - 34.5/60

I know one month isn't a lot, but I think it's worth it to write a review.

[Ijan]

Hi Verdict,

Thanks for your review, we do appreciate all feedback! In response to your points.

Sales/accounts - 3.5/10
I have to say that there sales team are horrible, very slow there is nothing like waiting 24 hours + for a response. Even longer on the weekend.

> Our Sales team don't work 24/7, they work normal business hours. Replies can take between 24-48 hours however are generally quicker. Our operating hours are also mentioned within the Pre-Sales section of our forum.

woot if they can afford to have the weekend off surely they can afford to hire night and weekend staff

> We believe everyone should have some time off, we all work extremely hard to keep our customers happy and if the decision is made to offer 24x7 sales support we'll let everyone know

Billing - 3.5/10
I put excess funds in my account on purpose to make fast upgrades, wrong thing to do took them over 24 hours to do upgrades. pointless to do so.

Adding funds to your account won't process upgrades immediately, in your specific case both upgrade requests were submitted outside of our normal business hours. I did process once request as i was the last one still in the office (like i usually am) however the second request was submitted after i had left and therefore was completed in the morning.

Regardless we are looking at speeding up the response time of our accounts (and sales), this will be addressed in the new support system we will be rolling out shortly.

Tech support - 7.5/10

The tech team is on the dot with fast reply's and doing some things for me[/quote]

We do commit a lot of our time to our support so it's good to hear that you are pleased with the level of tech support you are receiving.

although i do dis-agree with an Australian company not supporting Australian Jobs. So that's where my score goes down.

This is untrue, we do support Australian jobs and are currently hiring at the moment! We do however have a large international customer base as our business was originally focused on the International market. We currently host over 13,000 websites and own and manage over 450 servers in the US and AUS so in order for us to provide a high level of technical support to our customers we do employ staff around the world

Hardware - 10/10
Great hardware. Not much else to say

Again were glad to hear that you are happy with the hardware. We have invested a great deal of time and money in to deploying our infrastructure and it's only going to get better in the coming months! (details will be released soon).

Network - 10/10
I have had zero downtime,since i joined Redirection. for the proof of the AU server.

Glad to hear this as well, refer to my point of better things to come soon

"Extras - 0/10
It has really piss's me off thinking about it but there reseller accounts are not private label a simple dns search links straight to them....... Need say no more."

>> Are you referring to crucialdns as the nameservers? This doesn't necessarily relate to our business as there are other hosts with similar names. If you want complete anonymity another options is to setup your own nameservers.

In the end if you do enough research you can always find out where someone is hosted

We are currently planning some major changes for the rest of the year, we're all extremely excited about them as our customers are really going to benefit from them! They do include however are not limited to.

* An improved support desk
* New procedures for our support, sales and accounts.
* A new website
* New products
*... and more staff! (were currently hiring)

Thanks again for your testimonial

[verdict]

Well i have my own privatenameservers and i am aware of how people can find your info but i have also multiple resellers around the world with just over 600 hosting accounts, i did have 187 of them on my crucial reseller but decided to move them else where (Not your fault) There is some problems i will highlight in just one moment

[verdict]

Well I'm going to be honest it appears you guys have changed some setting on the server, but removing the contact email from crucial would be nice how about each reseller having there own alerts email instead of using the alerts.crucialparadigm.com one.

And possible fixing this -
ERROR: No reverse DNS (PTR) entries. The problem MX records are:
249.75.98.203.in-addr.arpa -> no reverse (PTR) detected
You should contact your ISP and ask him to add a PTR record for your ips.

And i notice when you create accounts with WHM it doesn't allow you to use the dedicated IP as the shared instead of using the shared one which is easily traceable to the host with a simple dns look up....

Anyway i use many providers and those little things make a difference.

Added bonus's for maybe providing updated files would be nice aswell whmcs 4.0 is now out still no update at downloads, 3.2.1 CE is out Now still no download at downloads. Maybe moving a bit more swiftly. With things like that.

And although I' am happy with my package maybe you should change them for new customers as you are clearly overselling bandwidth!! But your business I'm happy in support but customer service would really really be nice!!

I really don't believe support is a icebreaker to sales i think excellent customer service service is and not having to pay for phone support.

Anyway looking forward to a new change with Crucial Company. I really hope you guys start just hiring Aussie staff 100% percent aussie would be nice . I do outsourcing and the reason to my success is people like the word Australian. I now make a heck of sales. 100% Aussie owned and Operated.

And if crucial can provide me with an excellent service i will be happy to stick with you guys for life unless the server goes down for more than a day! Then your gone!!

thanks for replying anyway!