Trustwave SSL Certificate Reviews

I answered "after several days" above only because there was not a longer option.

I had purchased a EV SSL from Trustwave - but eventually gave up. The process was drawn out so long that I just got a regular SSL cert. They are unresponsive to emails and basically just keep you in the dark as to where you are up to. As there is only one person in my business - I had to get an accountant to verify me - I'm ok with that. But, days go past with no response - and when you do ring them back again you are still left in the dark as to when things might get finished. I suppose I should have taken their support guys advice "Why do you bother with an EV cert anyway?" - it just demonstrates their attitude I guess. These guys have no consideration for customers and the need for timely service. Don't get me wrong - they are polite and courteous. They'll get things done in their own sweet time thank you.

The kicker is, I only went with them because my hosting provider offered a more expensive, but "automated" easier option. I was time constrained so I paid.

I really wanted to like Trustwave: they're independent, and don't have the sleazy high-pressure sales of some other CAs. But their EV ordering process and customer service are just unacceptable.

I immediately sent in the vetting paperwork. 7 days later, they had a minor problem confirming my address, which I corrected; 6 days after that, another problem, which I corrected.

Another 8 days after that, my cert was "pending issuance:" "it requires two people authorized to issue to be here at the same time, and unfortunately due to scheduling problems they've not been available." Another 8 days after that, it still had not been issued.

After another 3 days, they announced a promotion. In order to use it, they said I'd need to send in a new form, and they'd send a message to the person handling my request - implying that he would send me one to fill out. I heard nothing, and after another 8 days, followed up. Their reply:

"There is no update unless there is something outside of this thread number. The last communication we sent you stated you would have to submit a new CRF. Please tell us if you have done that."

I cancelled the order, and they tried to refuse giving a refund.

They were asked THREE TIMES TO ADD ME as a contact on the account. This took a month of back and forth. When issuing a support ticket, they takes days to answer and then just kind of space out on you until you ask them again "What is going on with this ticket?". At this point you wait days for a response.

This is a great provider for resellers. Was using other providers and have consolidated everything onto this. Only Gotcha we've run into is that their root authority isn't recognized by older Android or iPhone devices. But outside of that their web interface and turn around times have been repeatedly exceptional.

Went for Verisign to Trustwave as it was the cheaper alternative, NEVER AGAIN. Support is poor for international clients, they don't respond to email after email. Their skills are very limited and they only choose to help you on what they know and ignore the rest. After awaiting 1.5 weeks for my EV SSL Cert (I already have another EV cert with them) I called them up to ask for an update. They assured me it was in the last stages of validation. Next day I get an invoice from Singapore for outstanding invoices. I told them I paid it 3 months ago. It took them a day to validate it from Trustwave America and they reply back with "oh, we have received the payments". Im still stuck with no EV, most pathetic place ever. I will be revoking all certs and demanding a refund once I find a new supplier