SSL problems and a complaint

[freeflyer]

Hi all, mods please move if this is in the wrong place, as its actually a complaint.

I've got a VPS with EUK, and i have to say its been great, support been great, server been great. So, i recently advised a client to get their own business hosting account with EUK, which they did.

Now then, they recently ordered an SSL for their domain via EUK Billing dept. There has been nothing but cock ups since, and i'd like a couple of questions answered if poss. Heres a rundown of the story.

The client has been dealiing with this themselves, i only guided them

• They wanted a good confidence level SSL, so opted for the geotrust TrueBusiness ID, which requires certain stipulations to be met, such as company addresses matching domain registrants etc.
• They changed the whois/registrant of their domain to show the registrant as their company and company name (something it didnt do previously).
• They ordered the SSL to be installed on Domain dot com
• After a lot of to-ing and fro-ing, docs sent etc, the SSL was installed on friday night by EUK.
• The SSL was installed to the non www version (ie [url]https://domain dot com This was the first mistake. We requested it to be installed to the www version.
• They were unaware the SSL was installed to the wrong one. When they found out the next day, they were told that they would have to order ANOTHER SSL for the ww version, which they relucantly did.
• I installed the GeoTRust Site seal on the website. It was then i noticed the SSL was in fact registered to EUKhost address. This is completely incorrect. A site seal should reflect the company name and address of the domain holder, and NOT the hosting company who ordered it. I assume whoever did this made a mistake or did it to cut corners.
• They are in the process of obtaining a new SSL for the WWW version, and i have instrcuted them to be absolutely sure their own company gets installed on the SSL details this time.
• They spoke to support this afternoon, and one of the things they were told was that in order to have the SSL registration details and site seal match their own company, the domain should reflect the company name ie www.ourcompany.com !!! UTTER rubbish. Now i know this isnt true, i mean apart from anything else if this is the case howcome EUK host managed to get their own name and address on the seal??? kinda contradicts what they were told dont you think?

This has been a compete cock up, and as far as i can see they have been given the runaround and told excuses and lies in order to cover up a cock up. I'm slightly annoyed about this. The biggest thing is that i cannot believe they have been told that the domain name has to be their company name before an SSL is issued correctly with them as the holders.
I advised them to use EUK, i use EUK myself, i constantly tell others who ask that EUK is a good server company, which i believe it is, but i have to say this has been a cockup, and i cant see it being resolved in the way that we want.

All we want is.....

A Geotrust TRueBusiness ID SSL that points to the www version as we asked.
A site seal (ergo SSL registration details) that reflects OUR company and address.

Rant over, but i'd like a response if poss. I'm about to order another for someone else, but this cock up is making me think i'll do it myself directly with trustlogo or verisign or someone.

[eUK-Martin]

This has been looked into.. we will update you as soon as possible.
Thank you for being patient.

[eUK-Martin]

Hello,

After looking into all the support history, your client has canceled the BusinessID SSL request and have asked to generate "Rapid SSL Certificate". This has been already issued on the required domain name.

Also the company registration on the BusinessID SSL was a technical problem with Geotrust, we only came to know about this after we had contacted their technical staff and later we also received an email from them that the Company registration could not be verified.

Also the information that I have mentioned here was forwarded to your client by our CTO, Nick J, in the support instances that they had with us.

We have a complete different team for SSL setup due to the complexity it involves and our CTO himself leads the team. I understand your frustration about this order but it was completely out of our reach as it turned out to be a problem at Geo trust. However we are Thankful to you for keeping your faith in our service and ordering the second BusinessID SSL for a different domain.

We look forward to have more referrals from you in future..

[freeflyer]

Hi Martin, they asked for a QuickSSL as they were told on the phone that the address for the seal would not carry their own address unless the domain matched the company name. They were advised that a RapidSSL would alleviate this and sort the problem out.

Again, this was totally incorrect. A truebusinessID and seal can and should carry the company name and address, otherwise whats the point of it. Also, it does not need to be attached to a domain name that mimics the company name.
The installation and advice of a RapidSSL was a poor solution to the problem. The client has had to pay twice for the SSL (as the first one was non www) and have been left with a poorer quality SSL than what they required. Their website is a busy one, and they needed a good level SSL certificate for customer confidence, yet they are now lumbered with one which is not what they required.
Oh, and take a look at the NEW site seal for the website in question, notice the company name?

Can the current SSL be upgraded to the truebusiness ID with the correct details, or is it too late for that?

PS The identical SSL i placed yesterday (another truebusinessID) for the other client has gone through fine. The Site seal relates to their company and address. There were no problems, and it was sorted within hours. Why this couldnt happen with the other one is a mystery to be honest.

[eUK-Martin]

Hello Adrian,

I have made note of this and I will have someone from the management to have a look into it. I will not be able to comment on your point on why was it not explained correctly, may be the guy you got on the call did not have much knowledge about the SSL. Since I am not a part of SSL team I will wait for some one to explain this and then update this thread.

Thank you for being patient.

[freeflyer]

thanks martin, i nkow mistakes get made occasionally and i can understand that, but this seemed to be one after another.

Anyway, i'll leave it with you. The big issue is to get the address on the seal sorted.

[John]

Hi,

It would seem we have a small case of Chinese whispers here. While I can appreciate you want to see your client alright, it does become confusing when things aren't relayed between yourselves properly. Problems can also happen when different communication methods are used for the same issue. Phone, ticket and chat. Now we also have the forum thread.

Currently the website in question has a RapidSSL certificate installed. The Geotrust Seal shouldn't be there. We have given them instructions how to remove it. We have also refunded the cost of the certificate.

If they want the Geotrust certificate, we can invoice them for it and go through the setup again. As long as their website contact information matches the information in their domain whois, there will be no problem with having the seal issued. However, Geotrust do require other documents as well, and your client suggested they might have a problem supplying them.

1. A copy of the Certificate of Incorporation.
2. Copy of Memorandum Articles and Association.

If needed, we can also cancel the RapidSSL certificate and refund that. We can only do this if we get a confirmation within the next 3 days.

Also, if you prefer, you can request your client to authorize you to deal with this issue. In the interest of clear communication, I would request that all future communication is confined to the same ticket.

[freeflyer]

Hi,
It would seem we have a small case of Chinese whispers here. While I can appreciate you want to see your client alright, it does become confusing when things aren't relayed between yourselves properly.

Hi John, yes i thought that might be the case, and i understand that, but chinese whispers wouldnt cause something like the SSL ownership registration to be installed to EUK and its address as opposed to the actual domain owner and its whois details. However, i do not know the conversation on friday night with the SSL support staff which would have resulted in this error.

Currently the website in question has a RapidSSL certificate installed. The Geotrust Seal shouldn't be there. We have given them instructions how to remove it. We have also refunded the cost of the certificate.

seal avaiable on quickSSL on geotrusts website (or rapidssl). Link below to geotrust page.
Signing Products - Code Signing, Document Security, Email Security - GeoTrust

The seal can be installed for a QuickSSL, it just does not contain as much information. The code to retrieve any seal and display it on the website is exactly the same for all services, yet currently it is showing the wrong service. I will remove it asap.

If they want the Geotrust certificate, we can invoice them for it and go through the setup again. As long as their website contact information matches the information in their domain whois, there will be no problem with having the seal issued. However, Geotrust do require other documents as well, and your client suggested they might have a problem supplying them.

Yep i think the upgrade is the way to go... the whois matches the company name and address exactly (we did this recently purely for this purpose) so there shouldnt be any probs there.
Regarding the documentation, i recently asked EUK to install an indentical certificate on another site, and was also asked for docs etc, but then sent an email back which read 'As of now, we do not need that documentation as The company registration number is available.' Would the same apply in this case?

If needed, we can also cancel the RapidSSL certificate and refund that. We can only do this if we get a confirmation within the next 3 days.

Also, if you prefer, you can request your client to authorize you to deal with this issue. In the interest of clear communication, I would request that all future communication is confined to the same ticket.

i'll have a word with them about this, and get them to email you if this is the case.

Thanks for the help.

[eUK-Martin]

Regarding the documentation, i recently asked EUK to install an indentical certificate on another site, and was also asked for docs etc, but then sent an email back which read 'As of now, we do not need that documentation as The company registration number is available.' Would the same apply in this case?

Since the company you had ordered the SSL for had the registration number, they did not require any further documentation, the details are verified on domain WHOIS and that filled in for registering the company. But in your client's case I suppose they do not have a registration number, I mentioned earlier that we received an email from them saying that the company existence could not be verified, hence we may require the docs if the registration number is not available.

[freeflyer]

okay thanks martin.

[eUK-Martin]

okay thanks martin.

You are Most Welcome

[freeflyer]

all apears well and new Truebusiness ID installed. Thanks to those who helped out on this, and i can now go back to recommending EUK to others again

[eUK-Martin]

all apears well and new Truebusiness ID installed. Thanks to those who helped out on this, and i can now go back to recommending EUK to others again

That is a great news.. Thanks to our SSL team who finally won your confidence back..