123-reg admits support failings

Exclusive: Web hosting company 123-reg has admitted that its customer support service has been unacceptable recently but insists that it is now back on track.

Several Web User readers had complained about the amount of time it had taken to get problems resolved, and several said they had not heard back from the company at all.

Director of 123-reg Mark Beyer told Web User that it had encountered problems with moving staff to a new location, hiring new staff, and installing a new telephone system.

"We knew that we would experience problems for a month or so... we aim to offer better UK support than anyone else, but we had to go through the valley of darkness to get there," Beyer said.

123-reg launched a new customer support website several weeks ago and changed its telephone support lines to a local rate tarriff. However, Beyer said that it had started this year with a backlog of support issues to work through.

Those problems are now, according to Beyer, well on their way to being solved. "We're not where we want to be right now," he said, but the backlog of incidents it needed to deal with had come right down.

Beyer also told Web User that customers who had been affected by customer support issues would be offered refunds, and that anyone who had an outstanding problem with 123-reg should get in touch through the support website or call 0845 130 2127. All enquiries would be dealt with as quickly as possible.

123-reg is part of Pipex's business. Pipex has recently been examining strategic options which could involve the sale of the company, but rumours suggest that two potential suitors have cooled their interest in the business.

If you've had a problem with 123-reg customer services let us know at news@webuser.co.uk

http://www.123-support.co.uk/

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