Name: Cobweb
Address: Cobweb Solutions Ltd, Delme 3, Delme Place, Cobweb Solutions Ltd, Delme 3, Delme Place, Hampshire
Rating: 4.74

“Issue not resolved - closed ticket without checking if it was resolved. I don't have any of the options shown in the KB article, the only options I have are: User account Exchange mailbox Help & support (every link in this section goes to a blank page except for navigation - no content - can't even log a support ticket from here had to send you an email from the public facing contact us page) I'm going to guess that I don't have permissions to see the options listed in the KB article. Either way - need this fixed please. As someone who worked in IT support for over 10 years I would never close a ticket without knowing that the issue was resolved first..... Those call resolution stats need to be based on actual performance not fudged calls.”

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(Support) - Posted 7 years ago

Hi Peter Thank you so much for taking the time to write a review. We are very sorry to hear your experience didn’t meet your expectation on this occasion. We have informed our Customer Service team and they will contact you shortly, along with Customer Relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest Regards Cobweb

Posted 7 years ago

“Customer service took forever to answer question, mostly evading the point by trying to push additional service charges.”

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(Support) - Posted 7 years ago

Hi, Thank you so much for taking the time to write a review. We are very sorry to hear your experience didn’t meet your expectation on this occasion If you would like us to investigate further then please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kind Regards Cobweb

Posted 7 years ago

“Speed, contradiction”

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(Support) - Posted 7 years ago

Hi Mathy, We really value your honest feedback; as part of our commitment to constantly improve our services, we have passed your comments to our Customer Relations team who will look into your comments. We are sorry for any inconvenience this may have caused. Kind Regards Cobweb

Posted 7 years ago

“Ridiculous series of emails every time time I try to call you back, always told the same thing. Someone will call you. every time this happens, I get no call, then another series of emails. I just had an automated mail telling me my 'incident has been resolved' it has not, we haven't even managed to discuss it yet, after about 10 days. embarrassing, to be frank.”

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(Support) - Posted 7 years ago

Hi Lee Thank you for your feedback, we are sorry this isn't yet resolved, please accept our sincere apologies. We re-open the ticket and a member of our team will be in touch shortly to discuss the issue with you. Regards, Cobweb

Posted 7 years ago

“Takes too long to add a mailbox”

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(Support) - Posted 7 years ago

Hi, Thank you so much for taking the time to write a review. We are very sorry to hear your experience didn’t meet your expectation on this occasion If you would like us to investigate further then please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest Regards Cobweb

Posted 7 years ago

“"failure to respond to our termination requests."”

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(Support) - Posted 7 years ago

We are very sorry to hear about this, we have passed your message along to our Customer Relations team who are investigating this issue and will get back to you shortly

Posted 7 years ago

“My initial query was made over the phone, when the operative told me that he had to consult a colleague, and would phone me back later that evening. This was not convenient, so he said I would receive the call the following morning. No call was made. After the initial call, I received an automatic email message saying that the incident had been logged, and allocated a reference. This message described the support issue as being "Issues with PST backup". But the subject of my query was not PST backup, it was mail archiving. I am unhappy that I did not receive a phone call when one was promised. I am also unhappy that the subject of my query was misunderstood, and that the wrong subject allocated to the incident without consulting me. Anyone working in IT support who does not know the difference between archiving and backup needs better training. This is not the first time I have experienced a problem when making a support call by phone, then having this translated into an "incident" whose allocated subject was significantly different from that of my phone call. The mechanism and helpdesk training you use for this part of your workflow needs looking at.”

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(Support) - Posted 7 years ago

We really value your honest feedback; as part of our commitment to constantly improve our services we have passed your comments to our Customer Relations team who will look into your comments. We are sorry for any inconvenience this may have caused. Cobweb

Posted 7 years ago

“Very complicated, long winded process.”

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(Support) - Posted 7 years ago

We are sorry to hear about this, we have passed your message along to our Customer Relations team who are investigating and will get back to you shortly.

Posted 7 years ago

“Whenever I call Cobweb they don't seem too concerned, and always direct me to do it myself in the Control Panel. I have been pushed around to different places and normally have to ask our IT consultants to solve the problem for us!”

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(Support) - Posted 7 years ago

Hi Hi, Thank you so much for taking the time to write a review. We are very sorry to hear your experience didn’t meet your expectation on this occasion If you would like us to investigate further then please contact our customer relations team on 0345 223 9000 or email customerrelations@cobweb.com. Kindest Regards Cobweb

Posted 7 years ago

“Issue is not resolved.”

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(Support) - Posted 7 years ago

Hi John, We are sorry your issue has not been resolved, a member of our customer support team is currently looking into your issue and will work with you to get this resolved as quickly as possible. Please accept our apologies for any inconvenience caused. Regards Cobweb

Posted 7 years ago

“I sent an email at 8.55 am and didnt get a response, chased at 5pm and had to call in the following day at 11.15 as still hadnt had a response All in all very poor in terms of IT support function”

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(Support) - Posted 7 years ago

Hello Ian, We are very sorry to hear about this, we have passed your message along to our Customer Support team who are investigating this issue and will get back to you shortly. Regards Cobweb

Posted 7 years ago

Hi Ian, Our investigation has highlighted your initial emails were quarantined due to the nature of the attachments, your feedback has highlighted a shortfall in our process which we have addressed with immediate effect. We are very sorry your experience fell short of our usual high standards, however we would like to thank you for your helpful review. Kind regards Customer Services Manager

Posted 7 years ago

“You didn't fix the problem, you wanted to charge me extra!”

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(Support) - Posted 7 years ago

Hi, We are very sorry you feel your issue has not been resolved on this occasion, if you would like us to investigate further then please contact our customer relations team on 0345 223 900 or email customerrelations@cobweb.com. Kindest regards Cobweb

Posted 7 years ago

“We have now flagged up this issue as a priority for our business twice and each time Cobweb have distanced themselves from the issue and I don't even think the last response is answering the question that we asked. Surely with a managed exchange service we should have the benefit of knowing that all our historical emails are stored on your servers so we can set appropriate storage protocols on our PC's but always know that if we need to access all historical data, we can?”

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(Support) - Posted 7 years ago

Hi Mark, We are very sorry to hear about this, we have passed your message along to our Customer Support team who are investigating this issue and will get back to you shortly. Regards, Cobweb

Posted 7 years ago

“Consumption billing is something that is advertised and yet for some reason not possible, i have yet to recieve a sensible reason why i cannot have this feature. This is more microsoft that CObweb fault but still not happy.”

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(Support) - Posted 7 years ago

Hi David, Thank you so much for taking the time to write Cobweb a review, we appreciate your honest feedback. Although this does not appear to be currently available, we are liaising with Microsoft for any updates. A member of our team will be in touch to gather your feedback. Regards, Cobweb

Posted 7 years ago

“It did not resolve my request and the feedback was incredibly vague. Support needs to be specific and have the low level detail. Not a conceptual answer.”

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(Support) - Posted 7 years ago

Hi Heston, We are very sorry to hear about this, we have passed your message along to our Customer Support team who are investigating this issue and will get back to you shortly. Regards, Cobweb

Posted 7 years ago

“Cobweb could not supply the agreed service”

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(New Customer) - Posted 8 years ago

Hi Paul We are sorry we were not able to set up your 365 migration to your requirements. However, we have taken on board your comments and thank you for providing your feedback. Kind regards,

Posted 8 years ago

“Signed up to an Office 365 package to take advantage of the two month discount for ICAEW members. Waited two weeks and still wasn't up and running. Minimal communication to explain the delay. Ended up cancelling and buying direct to Microsoft. Was setup, installed, and using the software with them in under half an hour. Had no apology or even any recognition that the service wasn't up to the standard one would expect.”

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(New Customer) - Posted 8 years ago

Hi Richard, Thank you for your feedback. We are extremely sorry to hear that you had a negative experience when trying to set up Office 365. We are constantly trying to improve our services and we really value your honest feedback. We have passed your comments to our customer service teams and we will take your comments on board. We are sorry for any inconvenience this might have caused. Kind Regards, Cobweb Team

Posted 8 years ago

“The problem is NOT fixed. (despite your e-mail advising that it has!). COBWEB have forgotten about their customers.”

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(Support) - Posted 8 years ago

Hi Robert, we are very sorry to hear about this. I have passed your message along to our customer support who are investigating this issue and will get back to you ASAP.

Posted 8 years ago

“I'm a small independent business and the whole system was far too complicated. During the setup procedure I had to install multiple bits of software e.g. Office 365, Linc etc. As a Mac user I had to open various bits of software and frankly the whole process was too time consuming and it switched me off from using it. I thought I was signing up to a simple Skype type online platform but it was far more than that. Might be OK for a company with an IT department but for me. No. Needs major simplification for SOHO type customers, if you want to supply them. All deleted and cancelled now. You need a "the basics" online video, all the stuff I looked at was again far too advanced and the support team just kept sending me big PDF files for me to trawl through.”

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(New Customer) - Posted 8 years ago

Thank you so much for taking the time to write Cobweb a review. We are always looking to improve the ways in which we communicate the Cobweb portfolio to smaller business and have taken your recommendation on board! Cobweb

Posted 8 years ago

“We had a problem & contacted you numerous times this was never resolved except for we are looking into it & will come back to you and never did! So we cancelled the service!”

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(Support) - Posted 8 years ago

Thank you so much for taking the time to write Cobweb a review and we appreciate your honest feedback - we're currently looking into your issue and will contact you shortly.

Posted 8 years ago

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