SSL

We were forced to switch from an Entrust VMC certificate to ssl.com after Entrust was acquired by Sectigo. We purchased the certificate in late December, but it wasn't ready until late January.

It took more than a month to receive the product we had already paid for, along with a month of constant back-and-forth with customer support. While I understand and accept that the verification process for VMC certificates is strict, the main issue was the complete lack of guidance. There were no clear instructions in the admin panel or emails, and every two or three days we had to contact support just to understand what the next step was. Even after completing all the required steps, we were repeatedly asked to redo things that had already been done.

For example, after completing call verification, we were told again to verify our identity via a call. When we explained this had already been completed, we were transferred to another agent who asked us to do the same thing again. Eventually, one agent admitted that the colleague who conducted the verification had simply failed to record the information in their system. After finally resolving the call verification issue, another problem arose with the contract we had already signed electronically.

Suddenly, their system stopped accepting electronically signed documents, and we were asked to sign the contract physically, which caused additional delays. When we were told everything was finally complete, support assured us the certificate would be issued the same day. This was on a Friday. On Monday, the certificate was still not ready.

After contacting support yet again and being passed between multiple agents, we were told there was another system bug (the third one during this process) preventing them from issuing the certificate. The most frustrating part is that the support agents genuinely seemed to believe they were being helpful; one even asked me to leave a 5-star Trustpilot review in the middle of all this.

Unfortunately, there are very few alternatives when it comes to VMC certificates, and we simply couldn't afford to waste yet another month restarting the process elsewhere. Overall, this was a very disappointing experience in terms of both service and support.