Review Time
Do SiteLock even has a support team?I need an urgent help with my website and I already pay for their servicesI have logged multiple tickets, spent two day on the chat with the bot which says that it will connect me and 3 days later no luck.I have sent multiple emails to the Support team too explaining urgency of my issue. It’s day 3 and their time to response is 30 hours.I have been using their services for years and paying for it. One time I need support no one is available to help. incredibly poor support team and so far I’m not sure it even exists.Maria
The Support Staff is courteous, helpful, and willing to work for the client.Somehow the package we had in place for over a year (True Shield Premium) did not include the feature we needed (manual scan and clean). However SiteLock did provide us with a fairly low-cost upgrade which did provide a manual scan and clean, as well as reportedly unlimited future "scan and cleans". It took less than 4 hours for SiteLock to scan & clean our site, and report to our host.Support Staff gets 5 stars.Actually fixing our technical issue (manually clean) gets 5 stars.Providing what we believed we were originally "sold" gets 2 Stars. Overall rating is 3 stars.
Scammed by sitelock. Terrible experience and refund of the 11/12 unused months of service refused. I had a minor malware issue on my site and hostgator recommended using sitelock, so I pay for malware removal and 12 months of future security. Upon completion of their work, my site no longer functioned at all, just gave an error message. When I called to tell them this the woman said this is a common issue and I need to talk with a web developer because the malware they removed was attached to my website coding... if this is was a common issue why was there no mention of this upfront? It put me in a terrible position of desperation to find a web developer to fix my site immediately. Very disingenuous group, I called to follow up on my refund request and they said they had no notes of any such request and it was past the time window I could request a refund, when I said I had an email explaining I wouldn't be given a refund because their services are in my best interest he put me on hold and when he came back the new reason I couldn't get a refund was because their services were working great. Total scam and I will cancelling my service with hostgator when my contract with them is up for recommending and associating with this company..Update: 1 year later and they have automatically charged my credit card another $250 after cancelling a year. Run away from this company!
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