maxer.com Omdömen 378

A £35 billing query turned into the termination of an account relationship involving 31 domains!

This started as a simple query over a promotion that was offered but not applied at checkout. I raised it on principle, not over the money.

Four days later I received a closure email saying a reply had already been sent. Nothing had reached my inbox or spam, so from my side it genuinely looked like the issue had been closed without being dealt with.

Based on that, I reacted strongly at the time and replied: “Don’t lie to me and tell me you tried to correct this when we both know you didn’t.” That was my honest reaction to what appeared to be a closed ticket with no evidence of a prior response being received.

Once the staff revisited, the issue was resolved very quickly and I thanked them for sorting it.

That REALLY should have been The End. But...it was not!

The staff and I had already established that, while they had sent the email, it had not reached me.

Instead, AFTER the matter was already settled, the owner stepped in personally and escalated an already closed case to ‘address tone’ and what he considered ‘acceptable’ when raising a concern. The conversation was moved away from the support system and onto my personal WhatsApp number, which felt inappropriate given this was a straightforward billing query. This came across as condescending and unnecessarily authoritative, especially given the issue had already been resolved and the matter was already closed.

I made it clear that questioning a discrepancy is entirely normal. Being spoken to in that way, and having a service issue reframed as if it were a behavioural or disciplinary matter, was not acceptable.

At that point, what had been a straightforward business relationship turned into a completely unnecessary personal disagreement, and that was only ever going to head in one direction.

All of this over a £35 transaction where the promotion I applied wasn’t reflected at checkout.

Shortly after that, the account relationship was TERMINATED, despite the account having 31 domains registered and parked with them. I was told I’d have access to EPP/auth codes to transfer my domains, but once the account was restricted I could no longer retrieve them directly and have had to request them manually, turning what should have been a simple exit into a drawn-out process. The restriction was applied late on a Saturday night, leaving no practical way to get support while trying to move everything out. This meant a clean and immediate exit - which was always going to happen after what I experienced as a completely condescending and unnecessary intervention - was no longer possible.

Pathetic.

My issue was never with the support staff - they were great. The original problem was resolved. This became something else after the fact, and the account termination followed.

At no point did I insult or abuse any member of staff. It was crystal clear that this was no longer a professional discussion. I felt spoken down to, and from that point the focus moved away from the original business issue and onto something else entirely. It felt unnecessary and unprofessional. He was right about one thing though - “this is not a good fit,” which they framed in the unsigned termination email.

For context, I moved my domains from another service provider last year and the transfer process was very straightforward and surprisingly well supported.

I chose a local provider because I wanted to support a local business. That makes the way this ended particularly grim.

After the tone of the exchange that followed, it was obvious that continuing the relationship was no longer an option for me.

People can draw their own conclusions from the sequence of events. For me, the way it played out felt heavy-handed, unnecessary, and deeply unprofessional, and I would strongly advise anyone to think carefully before placing trust here.

Problem sorted out within a couple of minutes. Usual Maxer service!

Easy to get help, quick to resolve my problem, responsive website. Recommended for good support.

We have moved hosting companies a few times, due to email inconsistency and zero customer service.
This time after a lot of research we went with Maxer, so far so good. Last week we had a problem with our emails and it was sorted promptly and stress free, we are happy with our decision to move to Maxer.

Many Web service providers simply see their clients as Cash Cows that need to be Milked on a regular basis... but thankfully this is NOT the case with clients of Maxer.com

I have been a Very happy client of Spiral Hosting for many years in Ireland, and was somewhat worried when they were bought out by Maxer.

However my worries were totally unfounded. The previous high standard of customer service was not only continued - it was totally amplified.

Stefan in particular, always answered every Support Query Promptly, but he always does so Efficiently and he exemplifies what Old Fashioned customer services TRULY means.

Stefan is a credit to Maxer, and they in turn have created a true bar for what REAL Customer centric companies really need to provide.

May he, and they, continue to do so, for MANY Years to come...

Maxer know how to do customer service well and in a friendly manner.

We've been with them a few years now and any time we have had a problem (even ones of our own making) the responses have been quick and helpful.

Once again, Maxer (on this occassion Joyce O'Callaghan) has responded promptly and extremely helpful to my query. I know and am very confident that Maxer's service is beyond doubt.
Many thanks to Joyce and to all the team

I can not thank those guys enough - provided help immediately inspite of a night time during Christmas days. Problem solved in timely and efficient manner, thanks again for your effort and professionalism. Have a Happy New Year!

Maxer always respond promptly to any issues that arise, would recommend them!

Prompt reply from Joyce to an issue and it was resolved rapidly.

Excellent support service. Straightforward assistance in language I can understand from a human being and not a chat assistant.

Excellent service, fast response and problem resolved, thank you!

They always respond quick and prompt. wih detailed technical informations regarding the solutions.

I'm glad working with them!

Really helpful support for a complete novice. Many thanks.

I received a very quick, clear and friendly response which immediately resolved a security issue that I was having.

A seamless integration from our other provider combined with a much fairer pricing model. Highly recommended!

I've been with Maxer for almost 10 years. The consistency, friendliness, response time and desire to help has been tremendous, always.

We started with Maxer (then Spiral) several years ago. As a small site in Australia, we have grown, and the support offered by Maxer has been immediate and helpful on every occasion.

As someone who isn't very technically-minded, to have access to the chat-help is invaluable, particularly when there are issues with the site that I would normally panic about. I've learnt over time that those on the helpdesk (big shout out to Peter) have a great handle on all issues, and will go above and beyond to save a lot of headaches, time, and effort.

The website is my livelihood, and Maxer understand this, working to find immediate solutions when things go awry.

This alone keeps me as a satisfied customer. I'm not going anywhere - sticking with these blokes. Thanks

As usual sterling service, I have been with this company since 2001