DigiCert SSL Certificate Reviews

Recently we found ourselves in the unfortunate situation of requiring a re-issue of our code sign certificate This came about when we inadvertently exceeded the password retries on our token and where unable to “Unlock” it This is the prime reason we are expressing our disappointment with DigiCert It appears that whilst DigiCert supplied the token (which we would normally have to pay for but due to a previous stuff up we did not) , it is NOT supported to the extent that should a person find they need to unlock it DigiCert are unable to assist. In affect we where supplied with a product which contains within it the seed of a significant issue which has cost us $1000 in lost time and inconvenience. Had we been able to utilise the function which is part of the properties of the token, that being the ability to unlock it should the password retires be exceeded, we would not be penning this email nor would we have suffered the delays and cost associated with re-issue of our certificate. Suppling product which is not suited to function ,is at best dishonest and at worst, in Australia criminal. During the process of re-issue of our certificate we suffered through delays, poor communication and advice as to a fix, and then ultimately we were ignored when we asked for an ETA of when we could expect our re-issued certificate to be available. I personally wasted time on follow-up calls which only then produced a result , some 3-4 days after we asked for a re-issue And to add insult to the injury, I was assured that a senior DigiCert supervisor would be in contact to discuss the issues I had raised. Need I add that this never happened. If this is what is described as the best support in the industry , then Digicert has a vastly inflated view of itself and its support service.