Terrible service from Greenby

[#1]

The migration to Greenby without my agreement has resulted my losing email contact for days and in the permanent loss of all my contacts and personal folders. Many others on the forum have had similar problems. Greenby's response has been slow, sometimes taking days. I have spent 17 days and 27 pages of  'message' on a ticket because Greenby do not accept phonecalls.  Trustpilot ratings for Geenby are 95% one star. 

 Shame on you Plusnet for allowing this farce to happen. I was happy with Plusnet because of the excellent service you gave to a non-techie but now I will look for a new provider.

[#2]

Have you tried a formal complaint to Greenby by email to
complaints@greenby.com

From here
https://greenby.com/support/knowledgebase/faqs

[#3]

@crtett  (and others) Reading your various posts/troubles I feel rather smug at following the advice I was given many years ago which was not to have anything to do with ISP provided email or webspace services.

At the time I was advised that doing so effectively tied me to that ISP in that if I changed ISP I would lose the email address.  Although this was not completely true I opted for Googlemail – now Gmail.

I’m well aware that Google may well scan emails for targeting adverts but I would never send any sensitive information in plain text so I’m not too worried.

Since then I’ve had different ISPs, mostly Plusnet, but the principle still applied i.e. no interruption of email.

A few months ago I got the Plusnet ‘Your email service is moving to Greenby’ email and I opted to delete the @Username.plus.com email account which, I had forgotten about as I never used it.

A month or two passed and I got a ‘welcome to Greenby’ email which sort of surprised me until I looked at the email address! It was for a long closed Plusnet account, along with webspace which hadn’t been accessed for at least 10 years. The associated Plusnet account was not accessible and the password forgotten.

Anyway, after a trawl through the old grey matter for possible passwords I got access to the now Greenby account. Because the account it came from is very similar to my current Plusnet username and given the major [-Censored-]-up of the Greenby transfer I’m reluctant to delete the (Greenby) account in case that somehow leads to my current Plusnet account being deleted with all the aggro that would entail. Interestingly my current Plusnet email account is still accessible even though it should have been deleted about 3 months ago !

Looking through my email address book I find it somewhat sad that a number of them are ISP based - @Sky.com, aol.com and particularly several @btinternet.com ! Should BT decide to ditch email services – the mind boggles!!!  I wonder ?

[#4]

Oh yes, I have tried emails to Greenby complaints. First, I complained about the lack of response to my tickets, then later I complained about the fact that my emails were lost due to direct faulty instructions from Greenby. Just evasive answers that would do Sir Humphrey Appleton proud. They say they are only responsible for the migration. 

[#5]

---

@crtett wrote:

 They say they are only responsible for the migration. 

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They are wrong, very wrong - they are supposed to be hosting your email, the 'migration' is a joint enterprise between them and PN - or at least, it is supposed to be!

[#6]

Absolutely dreadful customer service.

Since the migration I have had to raise three separate issues about my email, on each occasion there is an initial flurry of activity from the AI bot, and once it gets to the point where AI can't fix the problem, it says i will be contacted by a human - and then the trail goes dead. So now I have three open tickets, unresolved, with no communication.

[#7]

Hi @mooremj,

I'm sorry to hear about your experience with moving over to Greenby.

If you'd like to raise a complaint about the customer service and your issue, you can email them at complaints@greenby.com.

Chris S

[#8]

Thanks. I did that yesterday. So far only an acknowledgement received.

[#9]

Thanks for letting me know @mooremj 

It's good news that you've received the acknowledgement already.

An investigation will be carried out, and you can expect to receive a full response within 10 working days.

[#10]

And - if Mooremj does not receive a full response within 10 working days, what then?

[#11]

Oh Yes, I have complained several times, first about the slow response and about the lack of expertise and then about the lost emails and contacts. I've had evasive answers that refused to take responsibility.

[#12]

Hi Chris S,

I've had worse problems. See my previous post but Greenby's actions have lost my past emails and contacts, then they said it is not their fault. My dialogue with them runs for 27 pages over 17 days. And yes I've used the complaints email address all with long waits and to no avail.  I am now consulting Outlook support who are supportive and much, much more knowledgeable.

[#13]

I've finally received a reply. Less than impressive

Thank you for contacting us.

We have reviewed your recent complaint submission along with your existing support ticket with Greenby.

After a thorough review, we can confirm that your case does not indicate any breach of our Terms of Service. As such, a formal complaint is not warranted in this instance.

For any further assistance or clarification regarding your concern, please revert directly to your existing Greenby support ticket. Our support team will be happy to continue assisting you there and ensure your query is handled appropriately.

To help us provide the most efficient service possible, we kindly ask that the complaints email address be reserved strictly for matters involving suspected breaches of our Terms of Service.

We appreciate your understanding and cooperation.

Kind regards,

Declan

Meanwhile, no further communication on any of my open tickets since Saturday.

[#14]

It reminds me of a saying I heard once:

If you aim low enough it's hard to underachieve

Well done Plusnet and Greenby!

[#15]

I signed up to Plusnet several years ago because of their customer service. Now they've outsourced to a second rate company.