Just to clarify a few points here. I understand that you’re frustrated, but I would like to try and address at least some of your concerns. We’re not against criticism directed our way (even on here), but I would like to set the record straight on a few counts.*
The “sale” plan is a different plan. If you want to switch to the new plan, you can do so from the web panel. We will not give you a retroactive credit for the service you’ve used, although any charges left on your current plan would be applied as a prorated credit.
We aren’t obligated to give the sale plan away to existing customers (and haven’t with some of our sales in the past – see other discussions in this forum).
We’re pretty up front about the fact that we don’t do phone support. We may do it at some point in the future, but currently we don’t. We have added the callback feature recently, and overall it has been pretty well received. We recognize that sometimes a phone call will help clear up an issue which might take a while to resolve via email.
If you list a time in the callback request, the support team will do their best to honor it. They have been pretty busy with the recent sale, the MyDoom virus outbreak, and so on…
Our company is listed as “New Dream Network”, and we are an LLC in the state of California.
There are real people here, although we do request that you submit support requests by email. Note that some staff (including Dallas, who is one of the founders of the company, and who posts here sometimes) work offsite, and may not check their voicemail very frequently.
- Speaking for myself, usual disclaimers apply.