Customer Support
A great service for over a year but the last few weeks I could only download at 50% of my bandwidth and this did not change day or night and at times as slow as 20% of my bandwidth. Obviously I wrote to customer support who suggested I change port numbers (which I already did) do a ping test to the servers and a reverse traceroute. Then they asked me to send NZBs or message headers of files I was trying to download which I did. I then get a message telling that those files were no longer on their server and that this is my problem and the matter is closed. I cancelled my subscription with them because they did not attempt to fix my problem without going round in complete circles and then tell me the files were no longer there but I could download them at 50% bandwidth ????? So my opinion is it´s a good service with long retention and completion but customer service needs to be improved or revised I felt I knew more than they do and they have lost a customer. A shame really because the best out there for pricing etc.
Just to add, I wrote to them explaining I would cancel my subscription and I got no further replies and I quoted I would say that i was not satisfied with customer service. I welcome someone from Supernews to contact me and try to sort this problem out. If one customer a day cancels their subscription because of customer service they lose $4000 per year think about that on a percentage basis and the long term effects. Less upgrades, staff cuts and eventually company liquidation. Improve your customer service.
