Review Time
Nothing has ever worked with Melbourne IT. I currently have 2 outstanding tickets and as usual I'm getting unsatisfactory replies. There is no number I can find to talk to a human being.All I want to do is enable my website with the customer domain I purchased via Melbourne IT. This should a routine procedure, but instead it's a sh*t show.CNAME records and SSL certificate. That's all. This is your bread and butter but it never works!
Melbourne IT’s responses to our complaints and reviews are MISLEADING, DECEPTIVE, and highlight their continued INCOMPETENCE. They provided different responses on review sites and internal support pages, compounding their misleading or deceptive conduct and failure to address the loss and damage caused to our business by not renewing and installing our SSL certificate before its expiry. Instead of taking responsibility, their responses have exacerbated the issue.Melbourne IT falsely claimed the SSL certificate “was available for [our] use and installation after provisioning.” This is untrue. During the renewal process, we lacked access to the SSL certificate and Melbourne IT’s cloud hosting to install the SSL certificate, only obtaining the certificate days later after persistent follow-ups. An IT technician of Melbourne IT also stated that “[a]ccess to cloud hosting is restricted to senior system engineers”. The delay caused warning messages to appear on our website, effectively causing our website to be inaccessible as users would not seek to access the website. To suggest otherwise is ABSURD and MISLEADING.We have never installed or arranged for other IT organisations to install an SSL certificate; Melbourne IT’s claim that the certificate “was available” is BASELESS. Melbourne IT also stated, “it is typically the responsibility of the client to install [the SSL certificate],” even though their website clearly states, “[f]or Melbourne IT’s Legacy Cloud hosting, your order [for the SSL certificate] will be automatically processed and your SSL will be installed.” Their assertion that SSL installation is a “goodwill service” contradicts their advertised procedures and constitutes MISLEADING conduct.Additionally, Melbourne IT stated in their responses that they “recommend purchasing and renewing SSL certificates well in advance of expiration to avoid potential disruptions.” This is NONSENSICAL as payment was automatically deducted on the renewal invoice date. Melbourne IT also dishonestly charged us three times for renewing a different domain’s SSL certificate, an issue discovered only after their initial failure.Melbourne IT’s responses fail to address the negligence that caused losses to our business. Their reliance on supposed “Terms and Conditions” to deny liability and compensation is INCONGRUOUS, MISLEADING, and VIOLATES Australian Consumer Law (ACL). They falsely represented that they “do not [provide] compensation for loss of business etc.” Such conduct MISLEADS consumers about their entitlement to damages for breaches of statutory guarantees, requiring services to be delivered with due care and skill.Moreover, Melbourne IT’s responses to our reviews on ProductReview and TrustPilot differ from their direct responses to us, intentionally omitting crucial information. They represented that their “Terms and Conditions” limit liability, which breaches the ACL. By modifying or excluding liability, they are engaging in MISLEADING or DECEPTIVE CONDUCT.To be absolutely clear, Melbourne IT’s claim that the installation of SSL certificates is a “goodwill service” directly contradicts their own website. Melbourne IT’s own website states that, “[f]or Melbourne IT’s Legacy Cloud hosting”, your “order [for the SSL certificate] will be automatically processed and your SSL will be installed”. Further, Melbourne IT never provided us with any “SLA agreements or contractual agreements” in relation to their services, despite claiming otherwise.Melbourne IT’s behaviour is APPALLING, including the MISLEADING and DECEPTIVE CONDUCT, FALSE REPRESENTATIONS, and the OBTUSE AND OBSTINATE ATTITUDE OF NOT TAKING RESPONSIBILITY FOR THEIR INCOMPETENCE.AVOID MELBOURNE IT. DO NOT USE OR PURCHASE THEIR SERVICES. MINUS ZERO STARS.
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