Shady renewal and refund (beware) The service is OK, I suppose, but the renewal and refund policy are very shady. They do not disclose that it is a renewal system, then when you want to cancel even before the next period starts they do not refund.

Shady charges and inexistent refund policy. Their support team is the worst I've ever dealt with... As others have stated, this company has a very shady refund policy that it's not being stated in... The service itself isn't a great thing, it was working for a few months, then suddenly my shell (virtual computer) started to run very, extremely slow... It's nearly impossible to make use of it... I got the 1 year plan; not what I intended, but they charged me the full year anyway and didn't wanted to refund me... (Shady all over). Thing is, after several emails and requests for a "Support ID" over and over, I simply got tired... I've lost over 4 months of the service I paid for and their support it's just garbage... Not even they can do something about my shell and they keep asking for an absurd support ID they should have direct access to in order to streamline the support process...

Mostly good experience resolving network issues. After some months of flawless use, I ran into an issue where my shell VM was unable to connect to the internet, which also meant that I was unable to use Remote Desktop to get to the dedicated IP for my VM. Good news: I did get response through the support/email channel - first attempt by Shells tech support to reset my network stack did not work, but subsequent attempt did. (I'm not sure why one worked and one didn't). So I am grateful. Bad news: That first attempt didn't work, and then it was another 15 hours or so until the second attempt was made, so I was offline for what seemed like a kind of long time. But glad to be back online now. Ongoing hope for improvement (and reason for 4 instead of 5 stars) - the support mechanism and channel for communication seems fragile and unreliable. I have other support issues (not nearly as important) that seem to languish, and the support queue is opaque from my end -- I can't see a list of open tickets and how they are assigned within the Shells organization -- all I get are emails - and some of the support entry points from Shells seem to work and some don't, and the support website itself seems to be down..... and I hear from Shells that they have responded to some support tickets (by email) where I haven't seen the response, and I have checked my spam folder, and nothing is there.... so when something goes really wrong, I always have a bit of a concern that I might not be able to get attention, and I can't know what is up. I haven't found a system status page..... so that entire support infrastructure could really use the improvement to get this service from 4 to 5 stars in my (very grateful) estimation!

Paid for their service that was quoted… Updated: Submitted another request after the second charge for a refund and it was processed for the original amount as well as the second charge. Upgraded to 3 stars since the service itself isn't that great for what is advertised as well as having to go through contacting them a second time to fix the issue. Paid for their service that was quoted as being for "Content Editing" it took me over an hour to log into the machine it was that slow. I work as a network engineer so I've dealt with VM's and know when it's something on my end or with the server itself. So I contact them for a refund because this machine won't even run a web page without problems let alone edit content I assume that means video editing or something of that nature. I expected them to issue the refund without a problem. They didn't respond for a week so I forgot about it and assumed they would just issue the refund. Not only did they not issue the refund they extended the service that was garbage and I didn't want and then they charge me an extra 30 dollars 2 months later out of nowhere. TLDR; Service was not as advertised for speed and capabilities. Refused refund and charged again for service that wasn't being used.

Their system hasn't worked for days… Their system hasn't worked for days now. DAYS. No, it isn't partially working. No, it isn't glitchy. No, it isn't working AT ALL. NOT AT ALL!!!!!! Their "support" page on their website doesn't work (it won't allow you to submit a message). Their phone number directs you to their support email and doesn't direct you to a human. And I am a paying customer.