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Web design & hosting forum: Review

by: jonmc12 April 28, 2006 9:18 AM PDT

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by jonmc12 - 4/28/06 9:18 AM

In the past I have experienced problems with as my webhost. I had posted my experiences on Cnet forums, and various web host review sites to inform others. This post reflects my latest interaction with the company.

I am happy to say, that although I had experienced problems in the past, was able to work with me and rectify the situation. As a customer I had experienced much downtime and an apathetic customer service mentality from these repeated and harmful problems. We all know that bad things can happen in any business, but the true character of a company shows in the way they react to these issues.

At the end of the day was able to show me that I was important to them as a customer - and this should mean a lot to anyone who works with them.

Some tips if you are one of's thousands of customers and happen to run into service issues:

1) If you have a legitimate problem with service, share your perspective with customer service reps.
2) If the situation is not resolved, ask for it to be escalated. has a few 'escalation tiers', so if you have not reached the Director/GM/VP level, and you are still not happy, continue to escalate.
3) If you reach a brick wall (as I did), and someone tells you they can not assist you any further - write down this person's name. wants to know. Continue to address your complaint either with another customer service rep or through the Better Business Bureau. Alternatively, try to reach ''Theo(at)Aplus.Net'' or another member of the marketing team.

In the case that experiences a disasterous problem (which can happen to any network provider) and you feel that the problem caused to you violated your service agreement, be empathetic to the fact that the company could be handling 1000s of complaints at once. Ask to be contacted by someone at a later date, or have a rep note your complaint and begin your escalation process a week later.

I hope this is helpful for anyone else who experience problems like myself. After everything, I feel like I can continue to work with because they will work with me to fix any problems that will come up.


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