*************.com are the worst people that I have come across in the hosting world so far.
I know about bad web hosting, I used to be with one that was run by one person and had incorrect server settings and alot of downtime. Unfortunately they shut down and I was forced to move (and found *************.com).
I had been looking for a dedicated server for some time and ************* were the cheapest and guarantueed so much, it was so good and professional! NOT.
Before purchasing the P4 2.4GHz Dedicated Server I decided to contact their agent on AOL Instant Messenger for more information, along with my coadmin. The guy was extremely slow and sluggish with whatever we managed to get out of him. In the end we decided to buy the server. The first payment came to a total of almost $500 (Red Hat OS, Plesk, MySQL, and "Gold" support were selected in the additional features).
After payment the person on AIM told us it'd be 48 hours before our server would be ready, fair enough, was exciting.
After 40 hours, our server was ready so we logged on and started to install our site, but my coadmin found out there were bugs on the server which prevented normal usage to some extent so we contacted their AIM person and reported the problem to him. 2 Hours passed and no reply from him about the issue, so we decided to contact the ************* guy on MSN Messenger.
The MSN Messenger operator was supposedly the "Admin" of the company or "the main man". He told the person that was on AIM to get his butt moving and fix the problem on our server (heh, as if we hadn't), and eventually it was fixed.
So we are finally happy on our server, but we had some questions remaining so we contacted the person on MSN.
Basically, let me put it like this, he was an *******. The guy seems to get tired and pissed off extremely quick. His attitude was foul towards us.
Next thing we know we have mail problems. Webmail was not installed (yes, no where to be found) and could not use outlook for sending and receiving email with the information that was given to us from plesk/their FAQs.
We e-mailed their support address but got no response (according to them, response time was a few hours). Their live support was absolutely useless (let me quote "Please e-mail support@*************.com
thx bye"), so we decided to give the MSN person (aka the Admin) another shot.
Here's some logs:
Hi, our mail system is not working
Webmail is not installed and our email wont work. This is important because our support is dependant on email
plesk is installed with all its component
i am looking
OK - could you tell me what the location of "webmail" is then please, plesk leads us to a dead link when we click webmail, and outlook gives no response to the information we entered that was pointed out on your sites FAQ.
----Then he goes offline 3 seconds later, presumably blocked me----
When I saw him online again, I tried again. All he could throw in my face was "you signed up for gold but have not paid it" (err yes I did LOL.. even if I didn't pay, i selected it during sign up and WOULD have added up to the total ammount in the checkout page unless they like to give incorrect information) "your account will be cancel if you do not stop contacting us" .. "i have 8000 other customers to help" .. "your server will be degraded"..
This guy was pretty nasty. God, even if his site signup was buggy and it didn't add Gold support to the total ammount for payment, I bet the people that signed up for Silver (free) support STILL get help and don't get treated like a piece of crap on someones foot! What on earth did I pay the HEFTY setup fee for? I did not pay the setup fee for incorrect setup and no help to do it myself even!
Now if I even try to contact him, I get "behave" .. "stop talking to me or ill block you, i have other people to help" .. "email support@*************.com
bye" .. err, I wish he would get drilled into his brain that we have been waiting for a response from that e-mail for a few days now.
There were many I have not put here that have happened such as False accusations he made, swearing, etc. I just give up, what a waste of $500!
Let me copy and paste some of their Guarantuees which are in their FAQ:
What is your Uptime Guarantee?
The strength of our infrastructure and support systems makes it possible for *************.com to offer an industry-leading 99.999% Guaranteed Uptime policy, covering all Web sites hosted on our servers. *************.com 's proven record and current standing monthly average of an aggregate monthly 99.999% network uptime sets a new standard for reliability. It translates to less than 30 seconds of downtime per month. Something very rare in today's industry.
NO, this appears to be incorrect, their admin told me it was 99% for people with "Silver" support.
Commitment to customer satisfaction.
Our number one goal is customer satisfaction. Our team works together to make that possible. Whether it's walking you through a domain transfer or account setup, or troubleshooting a difficult CGI script, we'll do what it takes to keep you happy. We offer a complete online Knowledge Base, documenting just about everything we offer. We understand that our true concern for our clients is something that competitors are lacking.
Even my old $20 a month one-man-run host was 1000% more nicer and helper than them and gave better customer satisfaction
Feature-rich hosting for a sensible price.
We don't claim to be the cheapest host around, and we know we're not. However, we believe you get what you pay for. All of our accounts come with a generous list of standard features, along with almost infinite expandability, and service from our fast, caring, and professional Customer Care team.
"Fast, caring, and professional customer care team." Really, what do they call the treatment that I have received?
How do you maintain a good uptime record?
Our servers all have what we like to call watchdogs, if any vital server component such as e-mail, apache, excessive cpu load, or a hardware failure we will automatically receive notification via pager with server ID immediately and every 5 minutes until the problem is fixed. This system has allowed us to quickly correct problems that may go unnoticed for long periods of time, it also gives us peace of mind knowing that we can meet and exceed our 99.999% uptime guarantee.
Not what he told me, seems like people who don't apply for Gold or above support (which is $50-200 extra) get treated like dogs
Do you provide technical support?
Yes, we provide 24/7 technical support via helpdesk, email instant messanger and live chat.
LOL!!!! Thats the funniest thing I have EVER heard
Overall this company is a disgrace to the hosting industry. Being mislead everywhere, poor support staff, atrocious treatment, bugged servers, even being told the wrong DNS multiple times (wasting many hours of my time and losing possible subscribers to my site which is a loss in money) and if you have fully read this post you will understand why I have named and shamed *************. Please note there has been alot of other things that I have wanted to say and that have happened which are also bad about this company.