Terrible, disengaged and inefficient service provided by some agents.
I wasn't familiar with this company until the previous provider I had actually hired decided to shut down a division comprising a handful of clients and forcefully transferred us all to Neolo without any prior consent, and out of the blue, on January 3rd.
Ever since the change was put into effect, at least one of the clients I offer hosting for stopped having a functioning emailing service, which is key for his business, and that was when the whole ordeal started.
During these last 50 days there has been an appalling alternation between blaming everything on a temporary issue or hit and miss suggestions, at times baseless or devoid of any proper argumentation but always seasoned with total disregard for feedback and a blatant lack of empathy.
When out of frustration I expressed on chat it felt like they were rather dodging the problem than having a proactive approach, their WhatsApp representative got offended and said he was not going to continue assistance "in these terms". Never mind this whole situation is jeopardising the business relationship of more than two decades I have with my clients.
The committed to revise this decision but noting has happened for a fortnight.
They took weeks to properly figure out the right invoice for me. They eventually forced me to pay amidst the ongoing technical failures by automatically shutting down all websites in the scheme on a Saturday morning.
Today I reported the Control panels for all websites are down and the agent on shift replied back saying “In order to access the control panels you have to log in with your username and password. If you forgot your password you can contact us”.
A complete disregard for customer service to the extend of not even reading properly what´s being reported or looking at the screenshots provided!
I am really starting to doubt they have any interest in helping me whatsoever, at this point.
Reply from Neolo
Unfortunately, your account was on the server of a hosting company we acquired. By the time we were able to migrate it, it was too late. This type of solution isn't normal. Everything was resolved in February. We regret not having been able to resolve it more quickly; we would have loved to.