GISOL, Global Internet Solutions : GISOL, Global Internet Solutions Reviews : Poor Tech Support & Attempted forced upgrade

I had been hosting with Global Internet Solutions (GISOL) for nearly two years. During this time I had several lengthy tech support issues. One issue resulted after they performed an upgrade (according to their on-line chat rep.) After the upgrade my site quit working. Their tech support insisted the problem was on my end. After a few weeks, I threatened to cancel and it was fixed within a few hours. The most recent issue started in April 2007 when I needed a quick hosting solution for a project at work. I decided to create the account with GISOL. On Friday (20 April 07) I completed the on-line registration and received an automated confirmation from sales.

On Saturday, 21 April, I received a call on my Cell phone about the site. The jest of the conversation was that since I was already a GISOL customer, I could not create a new account and would have to upgrade my existing account. I explained to the sales agent that the one I already had was for personal use and the new one was for work. He continued to explain the advantages of upgrading. I told him again these accounts needed to be separate. After he persisted, I told him to forget the new order if I could not keep them separate. He then (almost bragging) informed me that my personal site had been suspended pending upgrade and it would remain suspended until I upgraded. I told him I would not be upgrading and he informed me the site would remain suspended.

When I arrived home about an hour later I confirmed my site had been suspended. I then sent the email (see left 'email') requesting resolution and a call regarding the matter. This went unanswered.

I sent a follow-up email on Monday when I was unable to reach the sales department most of the morning. This email asked about the lack of response.

I made three attempts to contact sales during normal business hours Pacific Daylight Time. I finally contacted the tech support line and was unable to get assistance (other than the same telephone number to the sales department I had already been trying).

After a couple of more tries and letting the phone ring for a considerable length each time, someone answered the phone. I then went over the entire issue again. Same results, they wanted me to renew for 3 years and was even offering a ‘special unadvertised rate’. I advised I just wanted to either create the new account independently or cancel the order and get my personal web site back online (unsuspended). He confirmed once again, my account would remain suspended and I was not entitled to any refund for the remainder of my term (4 months). I even restated what he said to be sure I understood correctly, and he confirmed I did.

I went to the Better Business Bureau (BBB) site and looked up the company. On the site, there was an email address for bbb@gisol.com that was said to go to the VP of GISOL. I forwarded a copy of the email above and recapped the issue. This too went unanswered.

I filed a complaint through the BBB website on approximately 24 April and requested a copy of my report be sent to my personal email address but have yet to receive it. BBB did say allow at least 7 days, but I thought that was for GISOL to respond so I am hoping I still get it.

Finally, I sent two emails to be sure there was no question of the resolution sought. One, through the BBB@gisol.com and the other to the Admin@gisol.com both were worded:
" I am requesting one of two actions:
1. Restore my service that is already paid for ([my account ID omitted for privacy]) or
2. Refund four months of service."

Again no response.

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On 2 May I received an email from ‘no-reply@gisol.com’ . This was a generic auto reply saying:

“Dear Michael Sansone,
Thank you for choosing GISOL, Inc..
You have signed up for the following plan: Premium 2007-01-05 FBS (Win)
We will activate your account as soon as we verify your billing information.
You will be notified by E-Mail after the verification. Then, you will be able to access your account through the Control Panel.
If you have any problems or questions, please contact our technical support at:
troubletickets@mygisol.com”


I sent an email to ‘sales@gisol.com’ trying to find out which account this was for and got no response.

On 3 May, I used the on-line chat but ‘Stanley’ was no help. He told me to send an email to sales@gisol.com’ (which I already had)

On 15 May, since I hadn’t heard from the BBB, I sent a follow-up email. They replied the following morning, with my complaint ID.

On 21 May, I checked the BBB status and GISOL still has not responded to the BBB complaint, my guess is they are waiting for August, when my contract will be up. No surprise here!

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