Satisfied AllureHost Customer
May 12, 2007
I've been with them for about 2 months now. I purchased their hosting based on the reviews on WHT, and I noticed John from AH would respond rather quickly to these posts here. So I thought I'd give them a shot since my previous hosts' servers were annoyingly slow.
The first thing I noticed was their offer to do a cPanel to cPanel transfer of my entire website. I signed up and my account was set up in a matter of minutes. I then took them up on their offer to transfer my site. For some reason or another they couldn't do the transfer but instead they did a complete backup on my old host and restored my site on the AH server! They even backed up and restored a MySQL db I had! The amazing thing though: this was done in a matter of minutes!
I've had some minor questions, so I used their helpdesk. Once again, their response time is incredible! I've found the responses to be well-written and (most important) address my concern fully.
Seriously, I don't work for AH and I'm not getting paid to write this review. I just want to tell others of my experience and I hope this helps if someone here is looking for an excellent host with superb customer service.
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Aug 30, 2008
We have buy a dedicated server 6 month ago from Softlayer. Today they have disconnected our server without any warning.
Their reason:
This IP 75.126.165.*** appears to be hosting many fake bank and other fake websites. Due to the amount of abuse reports tied to this server and the overwhelming amount of fraudulent domains being hosted on this server, we have disconnected and will be reclaiming this server.
We don't know that this sites about fake bank & don't check this sites. We said to the softlayer that plz reconnect server till we terminate this fake sites. But they respond to us after 2 hours:
Quote:
Due to multiple AUP/TOS violations we are not able to reconnect this server. The decision is final and non-negotiable. This server will be reclaimed shortly.
& again we have update the ticket ( 4 hours ago ):
Quote:
I didn't know about those websites and you didn't warn us.
Will you provide us a backup please?
But they don't answer yet ( after 4 hours )!
First i want say that their support is very very bad. & second they don't allow disconnect our server without any warning. I want complaint from SL.
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Sep 20, 2008
I want to share my experience with KnownHost. It's has been great.
I jumped to KH in January 2008, first invoice #22530.
Actually, this is not my VPS, but its my friend's. But, since my friend wants me to manage the VPS, I have to deal with the VPS thing. And, this is my first VPS.
Before with KH, my friend was with a shared hosting, and it was DreamHost. My friend fell in love with the huge space and bandwith (at that time).
She only has two types of websites: blog (powered by WordPress, and small forum). For the next few months, her community was growing very fast, and she started to get problems.
She got her account suspended once (because she used too many resources). Also, sometime it was soooo slow to open the site. So, after having a discussion, she told me that she wanted to MOVE. At first, when I looked at the site stats, I told her that if she moved to another shared hosting, she will be suspended. She needed more than a shared hosting (since she only had small budget). After that, we finally decided that: yes, we needed a VPS.
So, I jumped to WHT, and found some alternatives. We need to have a managed VPS. After searching and narrowing some alternatives, we got some options: KnownHost, SerVint, Dotable. They got many positive reviews. Sometime, I was thinking that choosing a webhosting might be tricky. Because we did not want to get suspended by DreamHost, we need to get a VPS ASAP. And, we went to KnownHost.
The price might not be the cheapest, but the packages are looks great. We finally ordered the VPS Ltx (256 RAM, 10 GB space, and 200 GB bandwidth).
I got the VPS login detail on 25 Jan 2008. And start moving all files and database. Everything looks good, and I was lucky all the process was finished before our account was suspended. In the next few days, our site completely transfered to KH. All good.
On February 2, 2008, I sent a ticket about ImageMagick, and some other questions (ticket #31817). The ticket was answered and solved in 25 minutes. Great!
On February 5, 2008, I needed to have ionCube PHP Loader and eAccelerator for my VPS (ticket #32043). I got everything solved in 51 minutes.
After that, when I need some issues (even small issues), I contact the support team (not via live chat), I always got the answer quickly. I am happy, my friend is happy, our community is happy!
After around six months, we ugpraded our RAM to 512. The process was also simple. So, here I am, almost 8 months with KH. Satisfied!
I will report this post to moderator to confirm my domain hosted at KH.
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Sep 11, 2008
I have run into a lot of trouble with [url]. I have been with these guys for quite a while (I think just under a year) and they have mostly been good, with a few annoying down times - I let them off, beacuse John the owner was normally very helpful and a good guy.
Yesterday, the Alpha Server goes offline. I think to myself, great, i'm in the middle of building this new website and this happens, but again i decided to just contact John and see what was going on. I first created a support ticket (emergency) to inform him that the server was down. I did not receive a reply in over 30 mins, so I decided to chat to him on their online chat function (he was online there). I asked him and he rudely replied "Why have you contacted me on live chat, You have already left a support ticket.."
To some people this may seem like an ok reply. To me, this was rude. Why not just explain the situation and inform me of when it will be fixed, after all that is all the information I was looking after!
The server goes back online within a few hours, phew. I get back to work. Today, I get back from a night out, guess what? The server is down again (after they "fixed" the problem) This time I don't leave a ticket (as he got angry last time??) and simply contact him on the live chat. He offers no help and just says (we're looking into it). I tell him how frustrated I am, he says he understands.
I have been with these guys for a long time, so I didn't really want to leave. They have a Beta server, which has been performing much better. I ask if he can insure this will stop happening over the next few days (I don't mind downtime once in a while, but not EVERY day) OR he could transfer me to the other server. He replies no, there is nothing I can do.
I don't understand why he would not move a GOOD customer's hosting package to another server. This seems lazy and unproffesional. I told him I was leaving his host. He replied, Bye, Goodluck.
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Jul 16, 2008
I searched and searched for months to find another web host. I don't remember how I found AllureHost, but I'm so glad I did. I was eager to leave my former web host simply because their customer service was horrible. Man ALLUREHOST HAS UNBELIEVABLE CUSTOMER SERVICE. John and Salvador are AWESOME! I'm new at this web thing so my last "point and click" web host was easy for me, but their service was ridiculous. With AllureHost,when I submit a question that I think is stupid, I get immediate response without being talked down to or made to feel like an idiot. The response time with AllureHost is AMAZING. I've already been spreading the word that when it comes to a web host that actually sincerely has concern about their customers no matter how big or small, AllureHost is the one.
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Jul 13, 2008
I would like to thank Allurehost for helping me out. I have never seen great service like allurehost. I have been with them for more than 4 months and they increase their service everytime i need help! I had lots of trouble, some of the questions would be stupid, but allurehost would still help me out no matter what. There plans are very affordable price, excellent service, like i said 100 times. I think they are just the best host for me and plan on staying with them for as long as i can!
here is my website for those who think i am the staff, which im not:
www.inlabz.com
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Jan 17, 2007
I have a consulting customer using 172.16.253/24 as public addresses for their servers.
I was under the impression 172./8 was IANA reserved space not for public use.
Assuming I am not, what is wrong with this scenario, besides the fact that they _should_ not use that IP space as public ips for their servers?
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Jun 24, 2009
My question is targeted towards providers who sell unmetered bandwidth servers. Like out of 100 customers who have unmetered 10Mbps how many would actually consume full 10meg , lets keep it to peak time for now.
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Jan 20, 2009
I've been using shared hosting for some years now but lately found my sites were getting more and more sluggish, so I started looking around for a new host. Problem is, who do you choose? And what kind of service? I wanted something better than shared hosting but didn't fancy the complexities of VPS.
After some research I signed up for MDDhosting.com's basic Semi-Dedicated plan for one month to test them out. If it didn't work out I'd only be out twenty bucks
The set-up was fast - I was transferring my test sites within minutes of receiving their (five) instant welcome emails. When I had problems with the transfer, MDD's support team were very responsive (like, in minutes!) and when it got a bit tangled, Michael himself helped to sort it out.
After the initial issues (all my fault for setting things up wrong) the transfer of the rest of my sites was quick and painless. I'm now signed up MDDhosting's Intermediate Semi-Dedicated service.
I'm relieved, with semi-dedicated hosting, that they won't bog down over time with added subscribers. I'm impressed with MDDhosting.com's quality of service and I'm VERY happy at how fast my sites load now.
I give MDDhosting.com a ten out of ten!
Usual disclaimer: I'm not connected to MDDhosting.com in any way, other than being a happy customer. I don't normally post on forums but I was impressed by this company's service and I'm sure there are other small webmasters out there with the same kind of hosting problems I had.
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Sep 27, 2008
I used to rent several servers from Intercage.
I have the legitimate service and have never been involved in anything bad.
But now, the Intercage is dead and my servers are dead also.
Is there anyone in e200paul who could provide me with the connection to my old servers so I could get my information? It's my last chance, I can't wait any longer and I really need this information.
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Jul 10, 2008
Suppliers offer anything from Xen to Virtuozzo, OpenVZ, VMWare ESX. As a customer does it make any difference to you? Which do you prefer, or don't you care? Do you search out a VPS provider taking into account the virtualization technology that they offer?
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Jan 19, 2008
I am just dropping in my week one positive review of geekstorage.com. I migrated my two domains to them earlier this week from vistapages.com, after having been with vistapages.com for two years.
I had to endure too many growing pains with vistapages, and I am on a tight budget, so was looking for something similar to what vistapages offered at a similar low price.
Vistapages upgraded the server I was on in recent months and things had been a lot more stable, so I was about to give up my search and renew for two years with them until I clicked on the geekstorage.com link in one of Jays posts here.
Immediately I was intrigued by their name and site design, and then even more so when I saw their offerings. I really like how they don't have a typical commercial looking site and feel. After looking at maybe a hundred or more hosting services on the web that all look the same, it was honestly a refreshing experience. I know that's not a technical point really, but I guess the geek look and talk just appealed to my geek nature.
I've learned by spending time here at WHT, and from two years with vistapages to be skeptical and that whatever host I end up with that I need to be prepared to get what (in my case very little) I pay for, so I try not to have high expectations and just hope that I get pleasantly surprised by good enough service that I can endure, or maybe better. I have definitely been pleasantly surprised so far by geekstorage.com.
They handled all my pre-sales questions well, and thanks to their current 25% off coupon code available here at WHT, I got their developer plan for $4.50 per month, which fits in perfectly for me, where my sites are low traffic (currently under 2 gigs transfer for the month), but I have plenty of room for growth with them if I need it, and in pretty much whatever way I may need or want to grow.
I gave Geekstorage my login info for vistapages, and they migrated my domains for me the same day I signed up (3 gigs of data, a menalto gallery/database, a couple wordpress databases, etc...), they just plugged it all straight in and I was up and running that evening. I sure enjoyed not having to lift a finger! (thanks again to Geekstorage for that)
I made a mistake and changed my nameserver addresses when I didn't really need to (I had been using zoneedit.com and could have just left it that way), and that change caused me a day of down time on one of my addon domains, which always sucks, but that was obviously my fault, and they were completely responsive and polite to my unnecessary questions that I kept emailing to them...
The one minor issue after the move was because of the lack of Litespeed support for shtml, but they went to work on that right away when I reported it to them, and for me it was just for a little toy script I have anyway, and I had some php code as a workaround for it (for random text display), so no biggy there, but more importantly what I learned from the issue was that as far as customer service goes, these guys are on top of it, and have kept me posted with regular emails on the status...
I've noticed that the server speed is great with them for my sites and better than what I had. With vistapages it used to be a real drag going to make wordpress posts and stuff because the control panel was so sluggish, and there was always high cpu use at all times. This is not the case where I am now, at least not for now... I know there isn't nearly as much traffic or sites on the shared server I am on now as there was with vistapages.com, and I am going to enjoy that as long as it lasts!
Anyhow, I am very happy with my choice so far, and completely recommend if you are looking for a low budget shared host to go with these guys.
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May 12, 2008
What webhosting/domain/server company has the best customer area - ie. the best control panel, billing interface, integration with 3rd party scripts and control panels etc etc.
I think Mediatemple has done a good job, mosso's is excellent and I like what softlayer has done with their server management interface...
Anyone else?
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Aug 6, 2007
my friend told me all i have todo is type user.domain.com to give my customers a subdomain. Its not working somehow, the subdomain is not reachable. How do i give an account an subdomain?
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Jun 12, 2007
Ive had many problems with hosting companies in the past, and each time i gain advice from other designers, i talk about it on forums (inc sitepoint), and i like to say i learn from my mistakes.
However, i obviously cant be learning from my mistake as i continue to have problems.
Now, this time i chose a experienced host. You could say they sold me a package and everything was good. No complaints.. well that was until today.
I come back from working away to find my website is down (www.avillafan.com)
I also find my host's site is down, and i also got no reply from a email. So i took it one step further and decided to phone them to find out whats going on.
And i get this reply ' Yes, we are sorry man - ill get it back up very soon'
Now what does this mean? very soon is a few mins. Its now been a few hours.
Now ive lost money in the past, as i like to go for yearly deals and each time i get caught out. And once again, im wondering am i entitled to get my money back? Now every other business the customer should come first and is aways right.
So how come this doesnt seem the case in the web hosting/designing business?
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Jul 5, 2008
I was host with lunarpages.com one day I got a mail from them that my account has been deleted. Sent them mail for the reason why my account was deleted because I need my account I register for two year and they have host me about one year, up to date I haven’t got any explanation from them and they have stop responding to my mail I have 5 domain with which need it badly could any one help me to get my domain from them. Right now I have register with deferent hosting company
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Mar 1, 2009
I don't think I've given my thanks to KH yet so here goes..
I've been with KH for over 2 years now and worked my way up from a regular VPS to a Hybrid VPS. Their costs are low for their high quality of service, product, and care.
They have always answered my tickets in a timely manner and been lenient in my times of financial crisis when I fell behind payments a few times. They even allowed me to keep my 10% lifetime discount when I upgraded to a Hybrid VPS just because I've been a member for so long. They also have scalability opportunities for members that need dedicated servers (which I will be moving to in a few months).
There really is no need to fatten this post up. Just take away from this that KH is the absolutely best hosting provider out there.
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Jan 16, 2009
If you're browsing for a new host, do you care about the design of the site you're looking at? Would you be put off a host if their site was poorly designed and ugly?
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Jul 19, 2009
We are from Brazil and we've been working with US dedicated servers for 5 years (Staminus, SoftLayer and FDCServers). We are now looking for colocation options to reduce our costs.
Which companies would you recommend that would allow us to by servers directly from them, replace hardware and do upgrades ? (we don't want to ship hardware).
What are the "old" and well known companies that would offer this kind of service with great support ? (we just need hardware/reinstall support but with fast responses on emergencies)
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Oct 19, 2009
I have no choice but to post this. I purchased a vps plan from them and couldn't login.
It was over the weekends. I tried to email them. No reply for more than 1 day. I emailed again, still no reply after many hours. I was quite shock because I read review that says support is supposedly good, even during the weekends. Have they closed down or are they posting good review for themselves?
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Sep 29, 2009
I'm a customer of vps-hosting.ca from about 3 months and they are awesome!
I'm really amazed by the quality of their support,services and everything.
Their support is awesome and very user friendly and i got all my tickets solved within a very short time period
Most of all i have never seen a thing like downtime with them! They are just awesome!
I'm just giving them the credit which they deserve in return of providing such great services.
I highly recommend www.vps-hosting.ca .
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Apr 19, 2009
I have a few customers that want to manage their own content. I don't think a CMS is the way to go (learning curve is too great) so I was wondering if anyone knew of a website software similar to Site Builder (but not Site Builder) that will allow a customer to edit their own content? Or maybe suggest an easy to use CMS~
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Jan 19, 2009
I've been a satisfied customer at Servage for several years but the last couple a days is getting a little sweat on my forehead...
I'm not sure but some really weird things is happening at servage right now ....
I've tried to login at my controlpanel in almost a week - several times a day, but are not allowed access at all . Get the message that etiher username,password or captcha is entered wrong... I then try to reset my password etc - and it works all fine until I'm trying to login with the new one...same result - NOT working.
After several non working tries I decide to write them personal emails at sales@servage.net, support@servage.net, reply@servage.net ssf@servage.net (which is the founders private email ), but NO answer .... usually they're really kind and efficient and answers within a few hours, but this time : NO ANSWER .....
This evening I would then try to contact them again, and see on their webpage if I have missed some important email adresses, and I was QUITE surprised to notice that almost ANY of their subpages is leading to a non-existant page - EXCEPT from the order page.... pretty weird, I think
I'm not saying that they're on their way to close down, but it is actually an option if we take a look on the world economy in these days...
I would be glad if other Servage Customers could tell me if it is possible for them to login at their controlpanel at Servage
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Oct 12, 2009
I usually don't do this kind of stuff but when somebody does a good job it's right to let other people know, most of all in this industry.
it was Saturday, 12:52AM Euro time, i had an issue with the DNS of our new server, sent an email to Leaseweb support, within 5 minutes i had the answer.
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Jul 12, 2008
how you setup shared customers under WHM?
1) create a reseller account then set the shared customer under the reseller's account?
or
2) simply create the shared account under root account?
I usualy do it under root account...
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Apr 1, 2008
I just wanted to let you know that based on your recommendations I ended up with HostGator.com. The good thing I like about them is simplicity. I purchased an account and it was active VERY FAST. Compared to my previous experiences, this amazing. I was able to upload and start working with my space. They have a great interface with a cPanel link. They have a guide teaching newbies how to start they even offered tutorials on how to add my DNS using namecheap.com! which is my domain-name registrar.
The speed is excellent and I was using a webbased file uploader. I will check using FTP it should get faster. I have so many things to do to test their other features. I would definitely upgrade to their dedicated plan if I get a better bandwidth for their plan.
Conclusion: Great experience. Fast, professional and convenient. I recommend it.
I will keep this page updated if I get anything extra to add. Cons or Pros.
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Dec 22, 2008
I've searched and have read the reviews of iicinternet and how poorly they treat customers but I had their service about 4 years ago and dont remember any of the reviews complaints being true. So I've decided to order service to see for myself and give them a fair chance to prove their critics wrong. I ordered service on saturday december 13th, it was the weekend and they dont say anywhere on their site that they setup new accounts over the weekend but I did not get a confirmation of my order, just a paypal email confirming I've paid for the service. So I waited, come monday no contact from iicinternet, then tuesday came and no contact so I used the yahoo pingbox on their site, bill would answer, ask for my last name then after about 20 minutes go idle and never return. So I waited, wednesday I did the same thing. I contacted bill via their yahoo pingbox, and he did the same thing asked for my last name then went idle. This time every 5 minutes when he wouldnt say anything I would ask if he was still there, he would reply with just the word "standby" and then go idle after about an hour. I continued to do this until friday dec 19th, when I emailed steve and support about the issue. I continued to contact bill on their yahoo pingbox to no avail. Today I called them and had the guy who answered pick up the phone, ask for my last name, then put me on hold for an hour never getting back to me.
Now when you buy a dedicated server for under $20 you dont expect much, but I do expect a server within a reasonable amount of time or at least some information as to why its not setup. Now going into this I knew that I might run into some bad customer service and I know you get what you pay for but I was hoping that I'd get at least some information on why it'd take over a week to setup a server, not to mention that the paypal subscription is automated and even if I've only had my server for 2 weeks they're going to auto-renew on the anniversary of the subscription which is completely unfair.
For anyone thinking about service with these folks please reconsider, you will just end up losing your money.
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Apr 22, 2008
I thought you should know about the lazy and rubbish customer service at Knownhost.
I have a trojan in my 404 file of one of my blogs, which a spammer is using to insert 1600+ links into my header and footer. This of course will ruin my SEO, and google my even ban me for spamming and linking to dodgy sites.
My web developer told me to contact Knownhost which I did, but check out this reply:
Hello Julian,
The abuse queue is only for abuse reports regarding our customers. Please open a ticket with our support team directly through our helpdesk if you require technical assistance with your VPS.
Thanks,
Helen
KnownHost abuse
The word "abuse" seemed suitable, becuase my site is being abused, there is no description to explain what "Abuse" is for. Plus it took her about 3 hours to contact me, even though i marked it as critical, and then she refused to deal with it. The last straw is the fact that she didn't even pass it onto the right department. Its a good job that i was checking my emails.
So now i have to go and open a new ticket, not happy!
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Feb 4, 2008
For those of you who run your own dedicated server, How difficult is it to manage your customers? How many phone calls per day do you get from customers asking questions? Lets say you had 50 web sites set up on your server...How difficult, or how much time per day do you spend dealing with your customers or the server itself?
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Apr 2, 2008
I am writing this message to share with fellow readers my sincere dissatisfaction and utter disappointment with the low standards and non-performance of customer service at 1&1.com. The following message is a copy of a feedback e-mail that I sent to 1&1 management after cancelling my Dedicated Server. I was a customer since 2005.
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Dear Sir or Madam:
I am writing to provide you with feedback on my experience with 1&1, and the events and circumstances that led me to cancel my Dedicated Server Package (a "1&1 Managed Server III"). I have been a customer since 2005, and over the course of these past few years, have witnessed the gradual degradation of service, transparency, and accountability by 1&1 customer service and technical support staff.
I purchased a Managed Server because I wanted support personnel to administer my system, so that my business team and I could focus on building and developing content. We design and launch web sites and interactive communities focused around creative topics, and our sites are ultimately very successful and highly active. Upgrades of our server's operating system were often done reactively and late, rather than proactively and positively, at times exposing our server to security holes and performance inefficiencies. However, my real disappointment rests with how your customer service has been managed.
Over the past year, there were complete server outages that lasted several hours at a stretch. When I was aware of these, I would call the 1&1 Customer Service line, via the "dedicated server" 1-800 number that your company had established. What I received was an outsourced call center in India, with absolutely no ability to perform technical or quality maintenance on my server. The customer service representatives were marginally understandable through their thick accents, and were very clearly reading from a script. Their inability to think creatively and adapt solutions to the problems at hand is understandable, even if frustrating; but entirely unacceptable is the fact that, by their own admission on several calls over the past few months, the data center in the United States was unstaffed. Ordinarily, Tier-1 customer service escalates to live Tier-2 and Tier-3 technicians and admins; your customer service department, however, was left lodging help desk tickets into a system that, according to them, would not be checked in days.
In the latest episode, my dedicated server went offline on Friday night. Saturday morning, I was on the phone with your customer service personnel, who told me that the U.S. data center where my server was located was unstaffed on weekends and admins might not be able to get to my issue until Monday morning. They repeatedly offered insulting "scripted" suggestions as to why my server was offline ("perhaps it was my Internet Service Provider?", for example). Finally, they concluded that there was nothing that they could do - not even a remote-reboot, which is now standard in the industry (such as an APC-reboot). All in all, my server was offline for over 20 hours without explanation, with no clear accountability, and with zero communication. When I kept calling, demanding escalation, I finally got through to an admin in the United States, who managed to remote-force-reboot my machine. After I conversed with him briefly, he simply said he did not know why my server went offline.
Our Dedicated Server's system specifications were modest, but still competitive (a Pentium 4, 2 Gigs of RAM machine, with around 500 concurrent MySQL connections on a single site). Our site's system specifications, using out-of-the-box software that we licensed to run our site, should easily have supported thousands of concurrent connections before we needed to upgrade our system. Nevertheless, I specifically paid extra and purchased 1&1's "managed dedicated server" option because I wanted the extra care and attention to our business-critical web sites.
FEEDBACK ITEMS:
To improve upon your business, I recommend three immediate changes.
1. Train Your Customer Service Personnel.
Your Indian/Outsourced customer service appeared generally unfamiliar with both my package (they had to escalate several times, placing me on hold for over 20 minutes at a stretch, before they could conclude that I had a dedicated and managed server), and had been reading from an outdated script that left them uninformed and incompetent to handle even basic queries on system status, server and service readiness, and the functionality of my server. Furthermore, they were completely unsupported by not having any live technical team working during reasonable hours.
2. Staff your U.S. Data Center.
It is astonishing, and horrifying, to me that 1&1 is apparently selling any hosting services, much less dedicated/managed hosting services, on a data center that is apparently not staffed with technicians 24 hours a day, 7 days a week. In my situation, my business-critical server went offline for nearly 24 hours, and there was no one that either I, or your Outsourced/Indian Tier-1 customer support could escalate to in order to get accountability. Furthermore, there was no transparency: there is no number to reach a live human being on-site at the data center, and your Customer Service personnel seemed either unable or unwilling to ask questions to figure out if anyone was in charge on the ground. They concluded to me, on the phone, that the "technicians were home for the weekend". That is entirely unacceptable, and it operates on a level of non-performance that is shocking to me as both a business executive and an organizational manager.
3. Provide full-time, English-speaking, U.S.-based Customer Service.
Your call center in India was staffed with people who, quite frankly, were neither qualified nor competent to handle the concerns of your United States and European customers. When asked questions that deviated from the script that they were reading (you could hear them both typing and flipping pages to try and find the answer), they ended up placing me on hold for long stretches of time. There is zero innovation, and absolutely no adaptability by your customer service at this call center. When this scenario unfolds, there absolutely must be an immediate, Tier-2 customer service personnel that can promptly, professionally, and courteously handle the concerns of your customers, and they should do so in an intelligent, dynamic, innovative fashion. I am extremely patient and forgiving of outsourced and offshore technical solutions, especially since my business leverages a global model similar to most information technology consultancies. I can only imagine the number of clients that your user-unfriendly, backward, and mentally-atrophied customer representatives have cost you. The fact that they are the only customer support you offer before escalation to a (non-existent or absent) technical team is unacceptable, and speaks of a systematic failure in your organizational management and escalation hierarchy structure. Please, for the sake of your future customers, provide a full-time, intelligent, responsive, and communicative U.S.-based customer service team.
CONCLUSION
In closing, I want to reiterate my sadness at having come to the decision to cancel my 1&1 account and close all of my business with your organization. I have been a customer for nearly three years with your company, and have been very patient and understanding of the delays and mismanagement with customer service, especially since it seemed that in previous years, you had an attentive and present technical support team that would resolve matters promptly. However, after the past few months, I have witnessed the apparent absence of any service level agreement to respond to issues, queries, or escalations, the complete incompetence and mismanagement at your outsourced and offshore Indian call-center, and gross non-performance of your technical personnel and utter negligence of your support staff on the data center. Within a matter of moments, I was able to identify a major and large-scale competitor of yours that offered me an enterprise server solution at a U.S.-based data center that was staffed 24 hours a day, 7 days a week; a full-time U.S.-based customer service team that had guaranteed SLA's of responsiveness; and, professional management services for a comprehensive management solution -- all of this at a cost less than what you currently charge new customers.
The decision was one of the easiest ones I have ever made.
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Mar 13, 2008
I found this forum from a friend at DP. I told her what was happening to me, and she suggested that I lay it all out here.
I wanted to try to make a site maybe 3-4 months ago, so I looked for a web host. I chose [url]
All was well until maybe 2 weeks ago. Every page that relied on a mysql database began loading very slowly. These are WP blogs. I waited a few days and contacted support @ Start Logic. They said it would have to go to level 2 tech support, but they would get an answer/ fix within 24 hours.
After 4 days, I had not heard from them. So I went to their online chat tech support for an answer. After 1.5 hours of waiting, I reached customer service. The lady began by telling me that I needed to mail them some screen shots of the problem. Then she put me on hold and came back with this auto response:
Harriet Anderson: I apologize for any inconvenience this has caused you.
Harriet Anderson: Our Network Operations team is aware of the MySQL issues which is responsible for the slow running Web site. To find a fast alternative, we have already set-up a new team of Engineers who will only be monitoring the load on the MySQL servers.
Harriet Anderson: Upgrades could be the best alternative, but we are actually trying to find the reason behind the cause of the issue. You might have a question about why did it take so long to get this settled. The team had to search each server to trap the account which was using high amount of server resources. We have now found the cause of the issue and it was only because of few customers the load on our MySQL server was very high.
Harriet Anderson: These customers were utilizing very high amount of the server resources. Now that we have deactivated the scripts and accounts of these customers, you will not find irregular disturbance while accessing your Web site. To improve the performance, we will be adding more hardware which should actually help the current servers in boosting the server performance.
I told her that I needed someone with particular knowledge to contact me. I told her that my sites that use the databases are now worthless, and that it is not getting better. It is now taking 20 seconds to 4 minutes to load a page that is on a database.
For pages that aren't, they load in less than a second. That was maybe 3 days ago, and no one from start logic has contacted me.
My friend at DP is a computer guru. She says that StartLogic is full of *hit taking 2 weeks to find the cause of my msql being slow. I don't know one way or the other.
Please tell me: does something not seem right? I'm not happy at all, and I feel like I am being cheated. 2 weeks ago all was well. Now I'm screwed, and they are not responding with solutions. What do I do?
The effected domains are in my sig.
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