It Is Impossible To Get A Pre-Sale Question Answered
I sent a message through their online chat with a pre-sale question. I received a response by email, asking me to answer a question for them. Their email states "you can reply back to this email to respond", however if you reply to their email, it gets sent back to you as undeliverable. If you click the link in their email to respond, it takes you to a page on their website where you have to start from scratch, and message their chat with your original question again, which you will have to wait for a response by email, which you won't be able to reply to. It's strange that a company like this doesn't have this simple communication process sorted out, because it makes it impossible for a potential customer like me to get a question answered.
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I am sorry to see such experience with us, but we have a streamlined support system. You can just go to the website and click on the bottom right chat icon to connect to our agent, even if the sales team is unavailable, they will respond to you over the email once the sales team is available. Alternatively, you can just go to url https://bigboxhost.com/portal/submitticket.php?step=2&deptid=2 to open the ticket with sales department or email us at sales@bigboxhost.com. All our channels are integrated with a centralized system, so that we do not miss any messages. Can you please share more details about where and how you tried to connect us?
Can you tell us what question did you receive as you mentioned "I received a response by email, asking me to answer a question for them"?
Update 1: We take the complete responsibility of this, and we agree that this issue is real, we tried testing it now, and we can also see the email response option results in failed email delivery. This is because we are using some external live chat application, and it has some bugs. We have already contacted the chat application service provider to fix this issue. We once again apologize for all the inconvenience caused.
Update 2: We were able to fix the issue with our chat application email notification service, now you can reply to the email you received from us directly from your mailbox. The reply to an email will no longer be undeliverable. You can safely respond to the email, and we will get your response to our system, so we can assist you promptly on it.
We truly thank you for notifying us about this bug in our system. If you are interested in any of our services, we will provide you with a discount as a gesture of gratitude.