Poor Sectigo Performance and Service

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Sectigo Validation Progress as of Aug 6, 2021
Sectigo Validation Progress as of Aug 6, 2021

Concerns about Sectigo China Team

Sectigo routed my EC code signing order to their China team. The Sectigo validation progress takes way too much time. The dashboard is not updating even if Sectigo has finished phone and organization validation and claims my order is under second approval. All in all, this is a highly unpleasant and trust-loosing experience of Sectigo’s performance and service.

Because of the unprofessional handling from the Sectigo China team and the infamous law and order in China, I am highly concerned about the EC code signing token physically mailed from China.

This is the first time I buy an EV code signing certificate from Sectigo; I’m not sure if the Sectigo China team generates the key pair for customers and controls the private key. I’m not sure either if any software customers have to install before using the token. I don’t trust any software that comes from China.

  • 20210723 Sectigo Order Confirmation
    Placed an EV Code Signing order to Sectigo and received an order confirmation.
  • 20210724 Action Required
    Sectigo sent a notice asking for corrective actions.
  • 20210726 Ready to Continue Validation
    Actions done and sent a ready notice to Sectigo.
  • 20210728 Phone Validation Completed
    Waited for two days and finished phone validation.
  • 20210730 Weird Sectigo Notice
    Sent a request for clarification after receiving a weired notice from Sectigo.
    Sectigo replied, on the same day, everything is correct; just waiting for second approval to complete.
  • 20210801 Sent a query to Sectigo for validation progress.
  • 20210803 Sectigo replied, two days later, they have a lot of orders to process.
  • 20210805 Received Weird Sectigo Notice AGAIN
    • Called Sectigo Services +19147328446 and transferred to the Sectigo China team.
  • 20210806 Sectigo replied “ASAP” as an unprofessional response for a simple IT incident
    • 02:14 AM Sectigo (China team) replied they have a technical problem specific to Taiwan orders
    • 02:27 AM Replied to challenge the ASAP response and qualification of the Sectigo China team.
    • 03:09 AM Sectigo China team replied they are “trying their best to fix this problem.”
    • 03:33 AM Sectigo China team replied “The technical problem has been solved, and your order is ready to issue.”
    • 10:30 PM Sectigo completed the secondary approval on the same day.
Sectigo keeps customers waiting until inquiries come in
Sectigo keeps customers waiting until inquiries come in
It's worrisome that technical problems only happen to Taiwan orders processed by the China team.
It’s worrisome that technical problems only happen to Taiwan orders processed by the China team.
Unprofessional services. Secitgo has IT incidents that can be solved in hours, but they'd rather reply an "ASAP" and keep customers waiting.
Unprofessional services. Secitgo has IT incidents that can be solved in hours, but they’d rather reply an “ASAP” and keep customers waiting.

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