Very Bad Tech Support

What are the best aspects of this product?

I used to like their customer service, but it has become very bad. See below.

What aspects are problematic or could work better?

I chose StartLogic because their reputation was good and their tech support was responsive and helpful. They ended their phone support and now the only help you can get is via chat. The people responding to the chat can't seem to handle any complex issues and don't seem to have a breadth of knowledge necessary to troubleshoot. I've spent many hours on three separate interactions with them, getting no farther in resolving my problem. They don't seem to have any way to escalate a support interaction. Today they promised a phone call from a "design team." I waited for hours and no call ever came through. There doesn't seem to be any recourse either. If the "tech chat" doesn't help, you are completely out of luck. I am very concerned about how I will be able to resolve any problems that come up in the future. I have been a customer of them for years and have been satisfied, but their new policies make me think it's time to explore other alternatives.

Are you a current user of this product?

Yes