When I approached Gary at Step3 Digital…
When I approached Gary at Step3 Digital to take over the management of my website from my previous provider, I set out my requirements clearly and simply. Gary was keen to take on the work, and we arranged a meeting at our business premises.
During that meeting, it became apparent that Gary was more interested in developing an e-commerce platform, which I had made clear I did not require. Despite this, he continued to promote that option. My priority, as advised, was a redesign of the existing website, and Gary showed little interest in addressing the immediate issues or providing interim solutions.
More recently, a single payment was missed because my business bank account had been compromised, which was entirely outside my control. When Gary emailed me about the missed payment, I responded promptly and explained the situation in full. Despite this, Step3 Digital took my website offline and removed its hosting without any attempt to discuss the matter or agree a reasonable resolution. For a business that depends on its online presence, this action was disproportionate and showed a complete disregard for the client relationship.
I would urge any business considering Step3 Digital to think carefully about whether they can rely on them, particularly if circumstances beyond their control ever arise.Thank you for your response. For the benefit of those reading, I would like to clarify the following.
The Direct Debit was not cancelled by choice. It was cancelled as a direct result of my business bank account being compromised, which was entirely outside my control.
When I received your email regarding the overdue invoice, I replied explaining the situation in full. Despite that explanation, the website was taken offline without any further contact or attempt to agree a reasonable resolution. One missed payment, caused by a banking security issue that had been explained to you, should not have resulted in a long-standing client's website being removed.
[I acknowledge that the website files have since been sent to me.] However, a business's online presence cannot simply be switched off and handed back without disruption, and a short conversation would have avoided this entirely.
I stand by my review as a fair account of my experience.
