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Trustico untrusted site
1. Trustico - The Company We Do Not Trust
Written by Mister Ed
Monday, 23 May 2011 21:30 - Last Updated Monday, 23 May 2011 23:26
I'd like to share an experience we had this last month. At the end of April, we had an SSL
certificate that was about to expire. One of our primary vendors that we had used for nearly 10
years had discontinued reselling the SSL certificates we used for securing a website or server.
After looking extensively, we settled on a vendor named Trustico. The prices were acceptable
and they also had a reseller program, so it seemed like a good match for us. As part of the
evaluation process, we wanted to see how an initial purchase would go before becoming a
reseller, so that we could be confident that our customers as well as any future orders would be
handled in a timely manner and that the customer service was professional and accessible.
So with about 27 hours to go until our SSL certificate would expire on a mission critical site, we
ordered a certificate from Trustico for $45. The ordering process was as expected. The emails
showed up in timely manner, and the confirmations showed up and were exactly as we'd seen
previously from the previous reseller. The entire process of ordering took about 4 minutes
(6:43pm to 6:47pm our time). However, when the order process was completed, we found that
no certificate was emailed to us, which was unusual for the ordering process that was exactly as
used from other services.
We have never had a problem with getting an SSL certificate... ever.
But with Trustico, we had an experience from hell that shows how not to treat customers. Here's
what transpired after we realized that the certificate was not coming immediately.
As soon as I realized that the email was delayed, we checked all out servers that the email
might route through, but found nothing in the email queues nor anything in the logs to indicate
the email was even attempted to be delivered, but we did see the previous confirmation emails
in the logs. we did this to make sure we were not at fault for some reason
Next I went to their site and logged in and looked up the status of the order. It gave an error and
said the order was pending a security review. While that was unusual, I was not concerned yet.
So, we attempted to reach them via their customer service chat functions for several hours. The
entire time it was showing as maxed out at 25 out of 25 of available service slots. I filled out
their online contact form and had no idea if it had been received or not as no confirmation was
received. I decided to give Trustico some time to fill the order and gave up trying to contact
them after about 6 hours of monitoring their chat channel and wondering when their contact
1/5
2. Trustico - The Company We Do Not Trust
Written by Mister Ed
Monday, 23 May 2011 21:30 - Last Updated Monday, 23 May 2011 23:26
form would be responded to.
By the next day at about 1:00pm, we had tried their email support, chat channels and logged
into their control panel to check the status of our order yet again. We had even tried their US
based phone line but found that it routed to the UK and was just an answering machine at that
point. I was now concerned that we'd have a site offline due to someone that could not service
our request. So, at 1:04pm the day after placing the order, we filed a dispute with PayPal asking
for a refund or the certificate.
A couple of hours later, I felt we could no longer chance a site failure from the non-delivery of
the SSL certificate, so we went to a different Vendor and ordered the certificate we needed.
The order process took 2 minutes and we had our SSL certificate ready to install.
After installing the SSL certificate for the website, I went to paypal to update the dispute and
asked for a refund (at 3:58pm).
The next day, a day we were closed for business (Sunday), we got a reply at 4:37pm to the
email support form we filled out. But of course we were not available to reply to it since all
requests from Friday and Saturday had not been responded to. This is their reply to the form we
filled out:
Thank you for contacting us about your order. I have checked the status of your order and it
is currently Queued for manual review.
This means that it is queued for security reasons by xxxxxxxxxx. I will contact xxxxxxxxxx for
you and will ask them to speed the process up so
that your order is issued as soon as possible. Xxxxxxxxxx will contact you directly
should they need any further information. The review process can take anywhere from 15
minutes to a 48 hours, however, we
will do our best to ensure your order is fulfilled as soon as possible. If you require any further
assistance please let us know. Best Regards, Robert Craker Trustico Group http://www.tr
ustico.com
2/5
4. Trustico - The Company We Do Not Trust
Written by Mister Ed
Monday, 23 May 2011 21:30 - Last Updated Monday, 23 May 2011 23:26
the internet browsers include : Internet Explorer Firefox Safari Google Chrome
We will however offer you 24 hours to offer a response to this
e-mail if the chargeback was initiated in error. If the
chargeback was initiated in error you must respond back to
this e-mail with an explanation of why you have disputed
this credit card transaction within 24 hours to avoid further
fees and charges. Best Regards, Zane Lucas Trustico Group http://www.trustico.com
I didn't even respond to this email.
2 minutes later they escalated the matter at PayPal. Here's the dispute thread:
# 5/2/2011 21:45 MDT - PayPal: Seller escalated this dispute to a Claim.
# 5/2/2011 21:45 MDT - Seller: This is a non-tangible product that is delivered via e-mail. The
product has been delivered via e-mail and we suggest that customer use our online
management tools to download the SSL Certificate again if required.
# 4/30/2011 15:58 MDT - Buyer: I was forced to purchase another certificate from elsewhere,
please refund
# 4/30/2011 13:04 MDT - Buyer: I ordered a SSL product, verified it and did not receive the
cert. This is something I've ordered from another company for about a decade with no
problems, but they are no longer selling SSL certificates, forcing me to find a new vendor. I
ordered this 18 hours ago, but it's supposed to be instant delivery. I have tried their chat
support, email support and phone. Phone gave a recording, email was not responded to, and
chat has been maxed at 25 / 25 the entire time. I need the cert or my money back.
In the end, they got our $45, and we ended up finding out the hard way that Trustico was the
worst vendor we could have chosen for our needs. They bullied and threatened me personally.
They delivered the product 2 days after the request for refund and 3 days after it was ordered,
and then indicated that we needed to download the certificate again after their proof of delivery
was in place. This is poor customer service, appears lacking in integrity, and indicative of
counter dispute practices that we will never support. As a result, we've changed our company
policy, Trustico is officially the last place we would buy an SSL certificate from. We simply do
not trust them. That's pretty sad since trust is in their name. We were duped, but hey, $45 is
$45 and one can build an empire with such practices.
4/5
5. Trustico - The Company We Do Not Trust
Written by Mister Ed
Monday, 23 May 2011 21:30 - Last Updated Monday, 23 May 2011 23:26
5/5
