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Web design & hosting forum: Review of and it's not good

by: jamiejj February 26, 2009 6:55 PM PST

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Review of and it's not good

by jamiejj - 2/26/09 6:55 PM

I had been using for 5 years for about the first 4 years I didnt have any problems except for at the tech support level where you would state a problem and you would get a response from support that often was not relevant, misunderstood or a canned answer. It would normally take 3 or 4 efforts for to understand and solve my problem. But I could live with that, however as my business grew the problems with them mounted.

One day without any notice they cut off my email service and wanted me to send a letter stating that I do not send spam. I told them I dont send emails to anyone but my clients and those requesting information and that their own records should be able to show that I do not send mass mailings. After a couple of days with no email they had my mail service back up. This was an omen of bad things to come with

Months later again with absolutely no notice shut down my website because they said my site was using too much resource (that is another way of saying too many people are looking at your website). I immediately sent an email to the CEO stating that this was very unprofessional to close me down without any prior notice and that I needed to be back up immediately, because I am a small business and this would damage by business. Well the CEO never responded to my email or my next 2 emails to him. Its incredible that they would state on their website NOT satisfied with our service? Email our CEO only to get more dissatisfaction from trying to contact the CEO.

And this was not just a one time incident that my emails to the CEO of were ignored. A previous time I had sent the same email to him six times over about six weeks and forward the first email with the original sent date and ensuing dates reminding him each time that he had still not responded to my email and problem to see if this method would get a responses from him. But no the CEO simply does not want to get involved and never replied. commitment to customer service is a crock and it is hard to image a company treating their customers like this and still being in business. What kind of lead does this provide to their customer service personnel when the boss is not even customer service oriented? Well let me tell you.

My first response from tech support for their abrupt shutting down of my website after 2 hours was simply to state the exact same information that was emailed to me when they interrupted my service which is your website is causing high system resource utilization. This was their only response to an urgent ticket. They did not tell me what needed to be done or when I would be back up. Ten hours after sending them my urgent ticket and repeated emails to them I was told I had to move to a more dedicate server. Ok, no problem with this accept the link and method they gave me to pay did not work and it takes another 12 hours before I can pay them for the extra service since I had already had 6 plus months credit for the current service. They then tell me the migration will be done ASAP but they wont give me any time estimate. No matter how hard I tried to get some time frame they just wouldnt tell me. All repeatedly tells me is they are sorry for the inconvenience and I keep telling them this is more then just an inconvenience this is my livelihood, but that concept wasnt registering with them.

After 4 days of lost business and me sending them many email, chat messages, and help tickets they final put me back up on my old server which I had been requesting many times for them to do until they are ready to move me to the new server. However back on the old server I am being inundated with server errors and service unavailable errors. I am now spending a lot of time responding to my own customers complaints about the difficulties they are having accessing my web pages, and unlike I respond back to every one of my clients. Twelve days after paying for the new service and server and receiving a message that my payment is verified I receive a notice, Sorry for the late replies, for this case, I will forward this to our account department since there is some payment issue need to be settlement before activate the new account. Once again, sorry for your inconvenience. Now at this point can anyone not believe you are dealing with a bunch of careless clowns running You would think an accounting issue could be solved in one business day the only accounting discrepancy was that they had not given me credit for the past service I had paid or for the back days delayed in moving me to the new server but expecting a prompt response from is a far fetch dream.

Now during this debacle where my business is being severely disrupted the volume of emails I would normally get is drastically down. Even when we send emails within our own network to our own domains the emails are not going through. Many of our emails are not make it to the receiver. When I bring this up to they say, We are working on the issue already. Please wait and check it later. Yet 4 days later with untold amount of emails not reaching us and being permanently lost we hear nothing else from them. All told it was almost a month before we were running smoothly on the new server.

Now I will say this I was an idiot for not leaving after what they did because six months after moving to the new server they shut me down again without notice late at night for running high IO constantly. After many attempts to get some clarity of what is wrong they say I exceed my limit of 200 GB and to look at my stats. I did look and told them I used less then this last month and was running at a rate of less then 200 for this month so what are they talking about. But would not directly answer my questions they simply told me to purchase an upgrade. When I asked to talk to someone they gave me a phone number where I got a recording saying there will be about a 20 minute wait. At about the 20 minute mark the phone disconnected, three more phone attempts got the same results a long wait and then disconnected. When I paid them that night (my urgency was to get my site up quickly) I sent technical support the receipt with all the information showing my payment. In the morning I get an email saying they did not start the migration because I didnt show paying. This is after sending them a copy of all the details of their receipt to me showing I had paid and responding back to message with all the detail that I had paid. Incredible! It took 7 days before my ordering system was up and running because tech support would take anywhere from 6 to 24 hours to respond and this was after telling webhost4life that I was losing money due to their delays. is completely unresponsive and uncommunicative to critical customer needs and ownership could care less about the problems they give you. is a disaster hosting company for a growing business oriented web site. It was with great relief that I left this arrogant company. will sabotage your business. Imagine having your web host shut you down 2 times without any notice because they want you to upgrade your service and then take their time with the migration so you are down for weeks.

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