Companies

I was renewing a SSL-certificate for a customer. They had been using GeoTrust earlier, so I went there. It was the first and most likely the last time I do business with them.

The order process was pretty similar to the competition. A CSR was submitted and all the necessary information was given. After submission there was a thank you -page and they sent an automated e-mail with information that the order is pending, and will be processed after 5 to 7 business days.

After that, nothing. After waiting for 12 days out of with 8 were business days, my patience ran out. I contacted them and requested to expedite the process. Yet another business day passed, and then they called me after 7 in the night and informed, that there was a mistake in the information I had gave them. I corrected the info, got automated e-mail about it and went into yet another wait.

Two more days later they sent an e-mail that the verification call to customer failed. Their mail had the number in it and it was obvious, that they assumed that the customer was located in USA. Even though, the information stated Finland as the country. I got an e-mail about that too.

At the point, when they issued the new certificate, I was surprised. Against all the odds, they managed to verify the customer in less than three weeks. The real suprise was, that at that point their e-mail replies started pouring in. The lag in their e-mail processing was huge. Last of the replies came 6 days after the certificate was issued. It's beyond stupid, that none of the communication I had with them were actually recorded for the purchase process. Apparely all of them went to a distant support site, which has nothing to do with any of their other actions or operations.

Is it just me, or does GeoTrust's way of doing business suck?