I started my process on Thursday to renew a UC certificate I had expiring soon. I opened a support ticket and asked support how I should go about renewing this UC certificate. They told me I needed to purchase a new certificate. I did that on Friday morning. However, I still don’t have a response from them with my new UC certificate. I opened a support case and the status of the support case eventually show it was in a ‘validation docs’ status but support never contacted me. I opened an on-line chat with support and they told me they would get my new cert. issues as soon as possible. I have also updated the support case and left a voice mail message at Comodo Sales toll free number. This was all on Friday. It is now Saturday night, my existing UC SSL cert. has expired and I can’t get a reponse from anyone at Comodo. I am about ready to purchase my SSL certificate from another vendor. My users are experiencing an outage!!!
The sales order number for this purchase is 8372159.
If I am an existing customer with lots of SSL certificates purchased from Comodo with a valid logon account for both the sales and support site and I am just renewing an existing certificate, why do I need to wait on some kind of validation process??? What has happened to Comodo’s support processes?
I know, it is extremely frustrating. I accidentally submitted my request with a wrong URL and I admitted to it being my fault, but asked if there was anything that could be done. Less than an hour later (this was 11 pm EST Thursday night) I got a response of what to do. I followed the instructions and then responded in my support ticket.
Since then I have had absolutely NO response whatsoever.
In the event anyone from Comodo support is following these forums, my order is: 8332622
I apologize for the delay in getting your certificate issued and the lack of response from my fellow staff. It does not typically take this long to validate an order, especially on a repeat customer as we’ll typically be able to re-use documentation and we’ll let you know if we need something more. Most Organizational Validated certificates (such as the UCC or InstantSSL) typically take 1-2 days to process. Again, I do apologize about the delay.
If you’ll kindly check your email (and or Comodo account) you will see that I have issued your certificate. All of our customers orders do go through our validation process whether they’re a renewal or not. As Companies/Individuals can change hands/addresses over the lifetime of an issued certificate.
Do keep in mind if you have trouble getting a certificate issued or a technical support related issue to please call us during the business week (4a to 8p EDT) via the number off of www.instantssl.com.
I apologize to you as well. It seems that our Validation team is quite backed up and I am not sure why. I have reviewed your order and validated your replacement order. So please do check either your email or Comodo account to obtain the new certificate.
Support from Comodo is getting worse and worse - to the point where I am seriously considering taking my business (not huge but several thousands per annum) elsewhere.
“Live Assistance” is mostly dead and when they are around they “boys” who appear to be from South Asia merely regurgitate scripted responses (when they actually understand the question) which is worse than useless. I have given up on that option.
When you phone the US offices they make you hold online forever. Sometimes you will have to repeat your problem to three or four different people before you strike one who has a clue.
Quite often the people you speak to are so clueless that they do not know how to use the phone system and disconnect you meaning you have to go through the queue again.
The people in the US office are quite often very rude too.
If you are considering doing business with Comodo, my advice is find another provider.
Could please send me a private message with your troubles?
"Live Assistance" is mostly dead and when they are around they "boys" who appear to be from South Asia merely regurgitate scripted responses (when they actually understand the question) which is worse than useless. I have given up on that option.
Do you happen to have any of your chat logs with our agents so that others do not have the same issue? If you do, please send me a private message here on the forums.
When you phone the US offices they make you hold online forever.
On average our hold times are less than 30 seconds. I apologize if you had to wait longer. You might have hit us at peak time, which is approx 3p-6p (Eastern US Time).
Sometimes you will have to repeat your problem to three or four different people before you strike one who has a clue.
I apologize in advance if I was one of the “clueless” agents you spoke to. If you could provide us with names and incidents, we can square things away to prevent this sort of frustration in the future.
Quite often the people you speak to are so clueless that they do not know how to use the phone system and disconnect you meaning you have to go through the queue again.
We’ve been having some phone system issues over the past few months and I apologize if you felt this was the agent doing so. We don’t do it on purpose. It’s the last thing we as an agent want to happen.
The people in the US office are quite often very rude too.
If you have names and incidents, please send me a private message with as much detail as humanly possible and we’ll get to the bottom of this.
I hope that you’ll still consider doing business with us.
I haven’t been bothered to keep a detailed record of past incidents but I will endeavour to provide some detail in the future. Well actually I hope I won’t have to since it is to be hoped that Comodo management will take some time to take a look at the operations from the customer’s point of view and remedy some of the glaring problems.
There are two issues which need to be addressed:
that the SSL validation process seems to fail to recognise that some territories (specifically Aust and NZ) are light years ahead of the US (most states in)and the UK in company and business registration procedures. There is a lot of regulation and while things are not perfect you can verify who the entity you are dealing with is and their bona fides quite easily.
When a business or company is registered, the proposed name is checked against registered IP and if there is a conflict, registration under that name is refused. Thus the performance that we have to endure when a cert is ordered for a company that has a name that is the same as a US or multi-national entity are unnecessary in relation to Australian registered entities since the checks have already been done.
At the domain level in Australia at least your credentials must be verifiable by the registrar at registration and renewal and (the process is not totally automated unlike gTLDs etc) and transfer of domain registration is complex and effectively done by hand. The government sponsored Domain Authority is quite proactive about regulating the registration of domains and intervenes where it detects irregularities.
Note you have to be a regsitered business to register a .com.au/.net.au domain and a registered NFP or association for .org.au and .asn.au domains. Individuals have different country level suffixes available.
The validation team works 0400 through 2000 Eastern. Which is great. However the 8 hours they are not there is when people on the other side of the world are doing business. It’s a 24/7/365 world so that ought to be addressed.
The validation team works 0400 through 2000 Eastern. Which is great. However the 8 hours they are not there is when people on the other side of the world are doing business. It's a 24/7/365 world so that ought to be addressed.
That’s via the Phones. Our Validation team that works via https://support.comodo.com / docs [at] comodo [dot] com, is 24/7. I do know that when we get in at 0400a, we do start to make callbacks to those that leave voice messages for us.
I’ll deflect the Validation issues to a member of our validation team. I can really only speak on the behalf of Technical Support issues.