shells.comReviews of shells.com

Response from shells.comApr 1, 2024

Hi Bill, I suspect the issue is being caused by using Ubuntu on a Shells Basic plan (which is our entry level plan). which is below the minimum technical requirements. Customers are advised not to utilise Ubuntu on a Shells Lite or Basic package during installation and when launching the Shell. As the Shell is below the minimum technical specifications, it will result in a sub optimal experience, typically resulting in a long installation time, slow response time when inputting text or mouse movement, and/or slow loading. Whilst Ubuntu will work on Shells Lite and Basic, it will result in a poor experience. You can confirm this is the cause by opening the Resource Manager and monitoring your CPU usage which will be around 100% which means your actions are being delayed. We advise customers who purchase Shells Basic to either use Linux (specifically Linux MX) or to upgrade to Shells Plus or Pro to utilise Ubuntu. Additionally, we migrated our Support page from Zendesk to an inhouse solution for privacy and security purpose and as such, the Support pages are now located at https://www.shells.com/l/en-US/tutorial. This is why you get an error when you visit the old Support page. I hope this helps. Regards Jayson Q. Chief Executive Officer Shells.com

Response from shells.comDec 24, 2023

Hi Alex, Our Terms of Service clearly state that the service is a subscription. You can find the relevant part at: "You acknowledge that Shells reserves the right to create a subscription service through one or more third-party merchants. With each account, you may have only one active subscription at a time. Payments will be charged on the day you sign up for the Platforms and will cover use of the Platforms for the duration of one (1) month or one (1) year plan, depending on the service level plan (a summary of which can be found at https://www.shells.com/l/en-US/pricing. A subscription plan is an automatic payment recurring based on the service plan selected. " We try our best to ensure that all parts are clear and concise and available to customers at all times. For transparency, the Terms of Service were last updated on April 27 2021 and are available at https://www.shells.com/l/en-US/page/terms Additionally, we made the cancellation process as easy as possible, either through the admin console (console.shells.com) with 3 clicks or by emailing support ([email protected]) and requesting it, where it will be actioned on your behalf. We ask for a Support ID as members of Shells cannot connect to your Shell for testing without it. The Support ID is a short life, randomly generated code which allows us to connect to your Shell for a short period of time. We deliberately built this feature for privacy and security of our customers. Whilst I appreciate your point of view, no one should ever have access to your PC without your knowledge and permission and this is what the Support ID is for. At the time we tried to test your Shell, you had reinstalled your operating system and it was on the installation process, which meant we could not perform any testing. We have asked you repeatedly for the Support ID as we are unable to do any testing as your Shell was either in the installation process or at the User Login screen. We've worked with you at each and every step of the process, however we have not been able to complete any testing to identify the cause of any slowness and when we've connected to your Shell, we have found it responsive and performing as expected. The testing is required in order to see if any software or your local network is the cause of your issue. Any issues identified will be explained as well as resolution steps. We'd still like to resolve your issue and as such, your support ticket remains open ready for your response. I hope this makes sense. Regards Jayson Q. Shells CEO

Response from shells.comJul 6, 2023

Hi, Can you please open a ticket and mark it FAO Jayson. We would like to investigate this as our support time average is less than 92 minutes, so your ticket remaining unanswered for days is unusual. Additionally, refunds are given unless it falls outside the refund policy. The only time we do not grant refunds if requested is if the request is after the 7 day refund policy, if a refund was granted within the last 3 months (to stop abuse of the refund policy) or if the account was terminated in response to breaches in the Terms of Service. If you're being billed every month, this would mean that you have an active monthly subscription, which can be easily cancelled from the control panel (console.shells.com) or by contacting Support. Again, if you open a ticket and mark it for my attention, I will personally investigate. Regards Jayson Chief Executive Officer Shells.com

Response from shells.comJul 6, 2023

Hi Ruben, Our Terms of Service clearly state that the service is a subscription. You can find the relevant part at: "You acknowledge that Shells reserves the right to create a subscription service through one or more third-party merchants. With each account, you may have only one active subscription at a time. Payments will be charged on the day you sign up for the Platforms and will cover use of the Platforms for the duration of one (1) month or one (1) year plan, depending on the service level plan (a summary of which can be found at https://www.shells.com/l/en-US/pricing. A subscription plan is an automatic payment recurring based on the service plan selected. " We try our best to ensure that all parts are clear and concise and available to customers at all times. For transparency, the Terms of Service were last updated on April 27 2021 and are available at https://www.shells.com/l/en-US/page/terms Additionally, we made the cancellation process as easy as possible, either through the admin console (console.shells.com) with 3 clicks or by emailing support ([email protected]) and requesting it, where it will be actioned on your behalf. That said, I appreciate your feedback.. Regards Jayson Chief Executive Officer Shells.com