Ten days ago, I wrote about my troubles with SSL Certificate Validation at Comodo. The next evening, I was notified of a comment posted by Rich Smith, Validation Manager at Comodo. Although the matter had been resolved by that point, Mr. Smith’s comment started an e-mail exchange between the two of us that has been rather enlightening and productive. I shared all the details of my experience with Mr. Smith, his replies gave me some insight into how things work there, and I have no doubt that Comodo will be making some (more) changes to how things work in order to better serve their customers.
There are a couple of things that I would like to share:
I believe I mentioned previously that I had sent two e-mails to their support@ alias without a response. It turns out that I did actually get a response, but those did not arrive until the early evening on June 15th, a full day and a half after I’d sent them. Checking the headers, it appears that the responses were actually sent immediately, but did not hit my organization’s mail servers until the 15th. What exactly caused that delay is beyond me, so I can’t say if it was on their end or ours.
I was told to send a copy of a utility bill showing our address to Comodo. It was FAX’d shortly afterwards. Also on the 15th, I received another e-mail stating that “We cant validate with the document you had sent.” That makes no sense to me since that’s what I was told to send, however.
Mr. Smith offered to provide us with our next SSL certificate free of charge, an offer I intend to take him up on within the next week.
In summary, Mr. Smith’s response, along with the fact that he has spent considerable time corresponding with me, brings me back to my previous opinion of Comodo. While this incident was going on, I was pretty upset with Comodo. Before the incident, however, I had no reason to be dissatisfied with their services or products and that’s where I am at once again. Mr. Smith has been very accomodating and helpful and I would once again recommend Comodo as a vendor. Everyone makes mistakes, it’s what we learn from those mistakes that makes or breaks us.
Recent Comments