services OK, hSo is a disaster though
We have been a customer of theirs for over 10 years now, paying more than £ 120.000 so far. It took 5 weeks (!) after DHL overnight-delivery to get 4 new machines racked and they ask for almost £ 2.000 net, ex VAT to get this job done (fee includes removal of 3 old servers from the same rack).
Communication is a disaster. Last year a server of ours was lost in their Leman St. offices right after delivery and was only found weeks later. Response times of some days up to some weeks seem to be the norm.
The most annoying: you may kick them as much as you like, but they will not respond earlier or move their bottoms faster.
We're still customers of theirs, but we are dissatisfied and will leave if the situation does not improve.
Reply from hSo
We appreciate your decade as our customer and we apologise for the delay in setting up your new servers.
A number of factors contributed to this delay, but your new servers are now live. We are ready to decommission the old servers as soon as you give the word.
We hope any remaining issues can be resolved quickly.
If there are ever any matters you feel need further attention, please don't hesitate to contact your account manager, Mark.
