Shahriar
One star
One star - only because I can't give Zero star rating. Business class email - do me a favour. In what business is it acceptable to raise a support ticket which gets responded to 4 days later with a reply that says the issue needs to be escalated and will take another week? The only telephone number they have is a FAX machine - Come on, REALLY???? Terrible service, Non existent communication and impossible to speak to anyone, anywhere in the world ( I have tried).
Response from FastmailOct 19, 2024
Hey there, Shahriar! Back in 2022, when you left this review, our average first reply to a support ticket was sent after about 9 hours. Our average for 2024 is under an hour. For othat's receiving the issue, investigating, and responding) You're right that we provide support via email and our online form only. This allows us to provide higher quality, more informed responses, and to provide those responses for more hours of the day. In an effort to ensure our support team is available nearly 24/7/365, we provide support via our ticketing system and email only. Running a call center would not allow us to have the same level of coverage across the globe, nor would it allow for as much time to be spent on each ticket raised, and we wouldn't be able to provide the same level of detail over the phone. Some issues can be addressed fairly quickly, however our customers sometimes need more involved responses that need eyes from multiple members of our teams, and would not be able to be addressed within a short (or even long) phone call. As such, we best achieve this through the time allowed via email. It sounds like this happened for you--we're proud to be a company that regularly shares customer issues directly with developers and can have those issues solved within a few days! If you'd like to reconsider, we'd love to have you back! https://www.fastmail.com/try-it/