Comodo SSL "Support" (if you can call it that)

This is going to be a rather long post compared to others. But, hopefully it will benefit someone out there. The following is my support conversion with Comodo regarding the purchase of an SSL certificate that I never got. The fact that I never got it is not near as troubling as the fact that I never received a resonable response from Comodo regarding why I had not received it yet. Note: this conversation was over the course of 5 days and at no point was I ever able to contact a human who could help.


Conversation
Dave Bush

Posted On: 01 Mar 2007 01:50 AM
Shortly after purchasing my SSL certificate, I faxed my Articles of Organization (equivelant to Articles of Incorporation) for my LLC for order number xxxxxx. When I log into my account it says you are still waiting for my corporate documentation.I also sent an email to support and did not hear anything back. Very frustrating! Is there some problem I should know about? It's been more than 48 hours.

(ticket was closed with no response from support)


Dave Bush

Posted On: 01 Mar 2007 02:14 AM
Closed with no comment? What's up with that?! SSL still isn't available either.


Steve

Posted On: 01 Mar 2007 02:17 AM
Hi Dave,Thanks for your mail.As the Order is "Awaiting Validation",Our validation team need to validate and issue the Certificate.Please contact docs@comodo.com for further information. A CC is marked to Docs. Should you have any queries do not hesitate to write to us.

Order # 2491395
Regards
Steve
Technical Support


Docs

Posted On: 01 Mar 2007 02:20 AM
Dear Sir/Madam,Thank you for your email. This is an automated response to advise you that we have received your email and we aim to respond within 4 hours of receiving your email, but our response may take longer.Thank You>


Dave Bush

Posted On: 01 Mar 2007 11:06 PM
I call, no one answers. I leave a message, no one returns my call. I email, no one responds. I put in a ticket and it gets closed with no response. I reopen the ticket and I'm told I can't get help to send an email to some place else. I sent the email and nearly 24 hours later, I still haven't recieved a response.Now, I ask. If you were me, how would you feel? What would you do?I'm not asking for the certificate, I understand that may take some time. All I want to know is that you got the fax I sent, that everything is in order and you are still processing the order. Is that such a security risk you can't even tell me that?!This is the worse customer service I've recieved from any company in recent memory.


Karl

Posted On: 01 Mar 2007 11:10 PM
Hi Dave Bush,Sorrry for the inconvenience.The ticket is closed in support and forwarded to validation department,They will assist you further.Please bare with us.



Docs

Posted On: 01 Mar 2007 11:20 PM
Dear Sir/Madam,Thank you for your email. This is an automated response to advise you that we have received your email and we aim to respond within 4 hours of receiving your email, but our response may take longer.Thank You>


Dave Bush

Posted On: 02 Mar 2007 06:00 PM
And the wait continues... MUCH more than 4 hours later.My phone number is myPhoneNumber you can reach me by email at emailaddress1 or emailaddresstwo or emailaddress3. If I do not hear from someone who can answer the simple question of "Did you get my fax and is the certificat being processed?" either via phone, by email, on in response to this ticket, by the end of the day today, I will cancel my order, call my credit card company and tell them not to process the charge, and will take my business and any future business you may have recieved from me to your competitor. Who, btw, has live chat and was VERY helpful last time I renewed a certificate with them.


Dave Bush

Posted On: 03 Mar 2007 01:51 PM
Times up. I'm cancelling my order.

(once again closed with no comment)



Dave Bush

Posted On: 03 Mar 2007 02:54 PM
Please confirm my order has been canceled. Don't just close the ticket with no comment.

(closed again without a response)


Dave Bush

Posted On: 03 Mar 2007 03:25 PM
Keep in mind that this whole thread is being documented.I will keep reopening this thread until I get a valid response.



Dean

Posted On: 03 Mar 2007 04:12 PM
Hi Dave,Sorry for the inconvenience caused.I would like to inform you that to validate your order you have to send documents for the order and I hope that you have already received a mail from validation department.Please let me know if you need any further support.RegardsDeanTechnical Support



Dave Bush

Posted On: 03 Mar 2007 04:29 PM
Dean, if you read the entirety of this thread you would realize that the problem is that I HAVE faxed the documents.Are you telling me (finally) that no one got those documents?


Dave Bush

Posted On: 03 Mar 2007 04:32 PM
Oh.. and the only reply I ever got from docs@ was the one that said, "Well, get back to you in 4 hours or more..." and then they never did.


Dave Bush

Posted On: 03 Mar 2007 04:39 PM
I'm uploading a PDF image of the Articles of Organization I originally sent via FAX (I faxed them to myself, I THOUGHT faxing them to you would be more direct and more efficient. Guess I was wrong.)Keep in mind "Articles of Organization" are the LLC equivelant to "Articles of Organization" at least in the state of Connecticut.

(closed without comment)


Dave Bush

Posted On: 03 Mar 2007 04:59 PM
Closed without comment again?!What's happening?


Dean

Posted On: 03 Mar 2007 05:19 PM
Hi Dave,I have forwarded the issue to the validation department along with document and validation department will let you know the information on your issue and the issue will be resolved shortly.

Regards
Dean
Technical Support


Dave Bush

Posted On: 03 Mar 2007 07:15 PM
Should I be concerned that my account summary STILL says "awaiting" next to "Corporate Documentation"?Appreciate that someone is at least answering my questions.

(I guess I shouldn't be concerned. No one ever answered this and I did finally get my certificat.)

Nigel Packham

Posted On: 05 Mar 2007 11:26 AM
Hi,The SSL has been issued and should be with you shortly.

Regards
Nigel
Technical Support

(Well, look at that, one week later, I finally got my certificate!)