At this time I will refrain from naming the hosting company in question. I will give them ONE chance to show they can practice good customer service, as well as issue a full apology, before I do so.
I have a small website where I post my personal concert photos of a certain band with a small but rabid fanbase. I also have a VB forum for fans of the band. On a subdomain, I also happen to post photo and graphic design work here that I show potential clients. Now this particular band allows fans to record and show audio of their concerts, and fully allows fan to freely share these recordings.
I had recently posted a couple of mp3 clips from a concert on my web directory. I didn't have the link posted, the directory wasn't browsable, this wasn't even public. I let a grand total of 5 people get this file. Well late Friday afternoon I get online and find several emails asking what happened to my site. One of those was from a potential client and one from my place of business. It had been taken down, my passwords no longer worked, and the domain only resolved to a page about cpanel billing or something. I checked my voicemail since surely there was a message from my host regarding whatever was going on. (They have no problem calling me when they're trying to get me to purchase additional services or upgrade to a plan I don't need, so I know they have my number.) I then checked my email since obviously there MUST be at least one message from them regarding this. Nope, nothing, nada. I got on their website looking for a phone number but all contact links just led to a form submission, without even so much as a real email address. I frantically sent in the form letter. Received a generic form reply a few hours later telling me how to reset my passwords.
On Saturday afternoon I FINALLY received an unnecessarily terse email from the hosting company stating that my entire site had been taken down for a copyright violation due to my sharing this mp3. Anyway the letter went on to state that my site would be restored as soon as I deleted the clip in question, and not to contact the company until I had done so. Only, they locked out my access to the site.
I have sent several frantic emails over the weekend but so far, no answer.
At this point I am livid. The band knows who I am and knows of the situation. They themselves do not even understand why the file would have been taken down. I am guessing that some scriptmonkey admin was scanning directories for files ending in ".mp3", found mine, and went on a power trip. That's really all I can come up with.
Either way, mistakes do happen, but what really matters is the way a mistake is handled. The correct way for the company to handle this? I should have been contacted about this file BEFORE any action was taken to my site. If they were that concerned, that could have deleted that ONE file or locked that directory while attempting to contact me. Taking down the entire site (without notifying the customer) because of the file is equivalent to bulldozing a house because there is a snake inside and you think it MAY be poisonous. At the very least they could have notified at the time they did this, not the next day. Or given me a solution that made sense.
So now here I sit and wait. Luckily my domain is not registered with them so they cannot hold that hostage. Luckily I have a recent backup downloaded so I will be able to move to another host. That is, unless my host actually makes this right, issues an apology, credits me for downtime, and supplies me with an explanation of HOW this happened. So yeah. Can anyone recommend a host with integrity and good customer service?