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 Customer Service
If you've already visisted our testimonials page
then we don't need to tell you that we consider
customer service to be paramount. We could be
considered a tad old fashioned in our approach
as, we think that if you send an email in, you deserve not just a reply
but a reply within a decent timescale. We know that
when you ask a question, you are probably trying to
make a decision about where to host and who with. We want you to have that information ASAP, regardless
of whether our plans are right for you or not and regardless of whether you end up joining us or not.
We will NEVER advise you to take a plan unless we are sure that it will be suitable for your needs. If
we can't offer what we think will be right for you, we will simply advise you that our services are not
for you.
At present, we do not offer telephone support. However, we offer an online 'realtime' chat forum that can
give you answers to your questions immediately or, for more in-depth enquiries, we usually respond to emails
within an hour or so. Of course, the busier we are, the longer it may take but we do answer over 80% of
email enquiries within 1 hour of receipt.
30 Day Free Trial
No - we are not alone in offering a free trial to customers so that they can decide whether our services are right for them.
However, OUR free trial is different because we don't take card details beforehand.
We don't think it best practice to ask a customer to sign up and secure something with their card details, albeit that they are perfectly able to cancel the agreement, when the most common outcome to this scenario is, that the customer will forget to cancel any agreement and then be debited for a service they possibly don't want.
Of course, the other possibility is, that you are given a phone number to call to cancel which you can either never get through to or, end up spending ages in a queue!
Neither of these outcomes will occur at Powersoft because we simply don't work like that.
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No Hidden Charges
How many times have you visited a website that claims to offer hosting for a price that appears unbelieveable?
Then what happens? You scroll through, adding basic features, such as email accounts or even web statistics
and each feature you add, adds another fee to your overall plan cost. The result? Your chosen plan ends up
costing much more than the original price that tempted you into the website in the first place!
Not at Powersoft. Yes, we do charge extra for certain features but we state clearly, in advance, what these charges are.
If we quote a price for a hosting plan, that is the exact price you pay (unless you select chargeable extras of course).
The only other charges we levy are for excess resource usage and this is made clear in our terms which the customer is encouraged to read prior to signing up.
The Personal Touch
It's hard to believe in a world of computer generated communications and auto-responders that you just might get something more from a host.
Whilst some of the emails we send are automated (the most basic ones), we pride ourselves in offering a personal response to our customers as often as we possibly can.
Our customers can utilise our online 'CHAT' function (when online) to ask a question related to their account and within seconds, we can have their account in front of us and be ready to answer their enquiry.
We like to think we offer a relaxed and friendly approach to web hosting and try to accommodate most requests where possible. The only areas where we do operate very strict rules are, in the enforcement of our terms and conditions (inlcuding our 'Acceptable Use Policy') and in the event that there is a default on payment.
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