Ok, here’s an update -
Just spent several hours on the phone with Digicert tech support to dig down into what they’re doing.
Not a fun way to spend a Saturday. What we found out about Digicert was very disquieting.
Classic hard-sell tactics. (Not unlike what many cable companies do.)
They ultimately acknowledged that our certs don’t expire until 2020 or later.
The issue was the trust flag got turned off. When asked why, they said it was revoked.
We asked why.
They claimed it was because we didn’t renew.
We pointed to the 2020 expiry date shown on the details sheet. They conceded that date.
Then they claimed that we had requested it to be revoked,
When we asked them what makes them say that, they looked more carefully at the record, and conceded that it could have been done by an automated script.
We asked them why it would do that, and they said perhaps because we didn’t do another renewal now.
Then we pointed to the additional renewal we actually did do now, preemptively, just to be safe.
We added another year to the current term, a full year before it was due.
They conceded that we did renew, early.
Then they apologized and said they’d arrange a credit.
We asked them to correct the improper revocation.
They said they can’t.
Why not? ‘It’s irreversible.’
Grrrr. This is after 6 different lengthy support calls both before and after they screwed it up.
Bottom line -
The Digicert IT engineering to debug the automated migration from Symantec’s servers is hard for them.
So they just break it, and say ‘Oops, you’ll just have to get a fresh one from our new server”.
They know what they’re doing, and they just play dumb, and accuse the customer of not understanding the ‘technical details’.
They also seem to aim to make customers forget the credit for the prepaid years on their Symantec contracts.
Basically, a hard-sell revenue grab in the current quarter.
It’s pretty evil, and creates lots of work for others to clean up their mess.
So now we’re figuring out all the steps to replumb all our amazon servers and processes with a new SSL provider. What a needless hassle and distraction. It screwed up WayTools sites, Nextengine sites, and others too.
We’re ditching Digicert and we’ll get our sites back to normal during the week. If you need anything, just email us in the interim.
Reflecting on the conversation with their support staff, in retrospect, it’s almost like they had a scripted list of challenge statements ready to throw at you, to see much you’d take before you’d give up.
Developers - please don’t use these guys anymore.
These illicit tactics have to be coming from the top. The same script was used by several different support staff. It’s a consistent pattern, and it’s not right. Whenever any of us sees this kind of stuff, we must push back so they can’t get away with it.