It is hardly possible that you get 100% customer satisfaction. There are some users who report such issues in open forums. As a provider, we should respond them in the forum. There could be two cases:
 It may be client fault and still blame on hosting
 The case is mishandled by webhost
In such case, senior tech should give assurance to user that they will resolve any issues. I have read many review which became from negative review to positive review at the end.