Pair Networks Reviews 1.134

I would like to share some feedback regarding the current support ticket system and the new ACC UI.

Earlier, we used to receive quick responses to support tickets, regardless of the issue type. Recently, however, response times have noticeably increased. One of the challenges with the new system is the lack of visibility into ticket status. In the previous version, we could clearly see whether a ticket was waiting for customer response, assigned to a staff member, or replied to by support staff. That transparency was very useful in understanding the progress of a request.

A couple of days ago, I submitted a billing-related support ticket but have not received any acknowledgement or response so far. I also submitted a follow-up ticket, but there has still been no update. This has made it difficult to know whether the issue is being reviewed or if further action is required from my side.

I would also like to provide feedback on the new ACC UI. At the moment, I still prefer using the old UI because it feels more user-friendly, intuitive, and less confusing compared to the new interface.

I hope these observations can help improve both the support experience and the usability of the platform.

Pair support is the best. With one reply I had everything I needed to resolve my issue.

Historically Pair have always provided me with great service and support up until now and the new owners.
Pricing is reasonable but could be more competitive for faithful customers of long standing.
Recent changes to email setup were a pain with major cost implications for users, presumably new owners are seeking to monetise the setup.
The online accounts help chat is an AI system but it worked well for me and answered my questions well.

ivan went out of his way to help me solve the problem, attributable two layers up in my domains to an htaccess file that was sending 301 and 302 redirects to the wrong site! really the best - i can't help but think you guys have some of the most knowledgeable support people in the business!

I have had a pair.com account for over 20 years. The service has gone down hill, does not update my account and a few months ago started turning my whole site off whenever the payment (that I am being overcharged for because I have a legacy package) is a day after date. Today, I was locked out and they shut down everything, email, sites, and THE DASHBOARD TO PAY. So I had to use a special form to pay. Ok, fine, but I didn't know the exact amount. Called to see if it was the right amount. No one answered all day from 10am until 4pm EST. I called repeatedly. Finally, got a VERY rude Anthony on the line who said I received an email (they shut down my email) saying I still owed $1.77. Let me repeat that ONE DOLLAR AND SEVENTY SEVEN CENTS. I said how would I have gotten that? He said, "Well, you're the one who used a email that wasn't working in the form." What? Like, what? I felt like I was talking to someone on Reddit or Twitter not a customer support person. Unbelievable.

I selected Pair decades ago because I could always call up and get a person, get help rebooting a server or other tech support. I have had great conversations with many Pair folks over the years and even though I knew they were overcharging me and not really updating my server/account (legacy email amounts, legacy # of databases, etc for a high account tier) I kept them anyway because I felt they were a good, real service.

It is going to be a minor nightmare to move off the platform after all these years but at this point I have no choice. Its such a shame. It really was a great service for so so many years. So now I will be paying up to $20 less a month for more modern features.

Every time I reach out to Pair Support, my issue is resolved in a timely manner, proficiently and correctly the first time, and with professional courtesy and friendliness. It also maintains trust that my support tickets are always responded to by one or two individuals I recognize by name.

Pair rep gave me the data I needed to track down the refund. THANK YOU!

Don at Pair knows what he is doing!

The technician was very helpful to locate the problem.

Pair customer support takes the time to help. Recently, Brad spent a lot of time on the phone with me trying to solve a mystery with a 3rd party app. It was above & beyond the call of duty. Thx so much!

Pair support is always responsive and they will stick with you until you truly understand and have your questions answered. For someone who isn’t very website literate, I’ve been with them for over 2 decades for this very reason!

Great feedback and resolution. I was able to fix my DNS easily. The Pair representative was able to explain how to get to record entry screen with very clear instructions.

The Pair staff is always so friendly... and patient! I'm not a techie type, so they boil it down for me and give me simple step-by-step instructions so that even I can be successful. Always appreciate their fast response too...even on the weekends! Thanks Pair for helping me get my email back up and running!

Even on a Sunday I get GREAT response from Pair for any issues or questions.

I identified that I wasn't receiving some emails - from various sources. I also have a Gmail account so I added that email to those senders I wasn't receiving, and I do receive them at the Gmail account. I worked with one of the senders and their logs show they attempt to connect to the pair email server, but it times out. Pair support was unable to identify why their server is timing out on connections and have not resolved the issue.

Excellent customer communications and service comes as standard with PAIR Networks. Once again they delivered a solution within minutes. Knowledgeable staff acted swiftly to ensure my request was actioned. That's why I choose PAIR Networks time and time again.

Quick and very helpful response. Solved my problem easily.

Fix came right away. I'm not sure why it broke? Thanks.

Excellent, Response time

your team acknowledged the request to patch our servers during regular biz hours - it's appreciated.