Choosing a hosting provider

I upped my expectations when I upped the money I paid. It turns out that these guys just didn't want to take any responsibility for helping me get through buggy software that was installed as a power tool that they provide. At the end of the day, they told me, hmmn, sounds strange, maybe contact Fransisco Burzi and ask him how to fix it because we're too dumb.

Oh, and by the way, any more questions in regards to how stupid we are will result in us charging you an extra $100 USD.

[stealthhosts]

Originally Posted by matthewmurcia

Interesting thread. I've had some shocking experiences with hosting companies which basically came down to bad technical expertise and bad customer services. They were both compounded by a moronic attitude to a) recognise the problem and b) condier doing something about it. So I went and found a truly excellent reseller host (which arelight years ahead of the old host in both respects) and am have now spent a few months studying options in order to set up a niche hosting site (for blogs and community based sites).

I also agree about the money side of things. I absoluetly love paying more as long as I know that I'm going to get an excellent product and excellent customer service.

This is all too common I'm afraid. With the advent of reseller accounts and multi-domain hosting packages, it makes it all too easy for any tom, dick and harry to start a hosting 'business'.

I am not privvy to the in's and out's of your situation but on face value I would say it depends whether or not they state the 1st line support is included only. Script modifications (and only modifications) may well be chargeable validly. If a script does not function and it is provided by the host it is their duty to repair the script FOC.

We provide 1st line support free of charge although to date (since 1999) we have not charged for a single support issue even at 3rd line. It boils down to customer service. Our approach has worked quite well, we will inform the customer that this is going beyond their allowed 1st line support but that we will continue working with them as a gesture of goodwill. I find that this makes the customer feel good that we are willing to go that extra mile. I also would say that whether being paid for support or not, the biggest and most powerful tool in a webhosts support arsenal is communication. I find that 90% of customers are happy if they at least understand what is being done to help them.

Maybe give me a call the next time your hosting is up for renewal. (shameless plug /end)

[stealthhosts]

Originally Posted by Duke

I upped my expectations when I upped the money I paid. It turns out that these guys just didn't want to take any responsibility for helping me get through buggy software that was installed as a power tool that they provide. At the end of the day, they told me, hmmn, sounds strange, maybe contact Fransisco Burzi and ask him how to fix it because we're too dumb.

Oh, and by the way, any more questions in regards to how stupid we are will result in us charging you an extra $100 USD.

Answered yours above as well duke, how anyone can charge £50 for a script installation fix is beyond me.

I'm still patiently waiting your response to the last PM's lol.

[stealthhosts]

I know, I am looking into it, I am waiting for a response from our upstream provider with regards to expectant bandwidth consumption.

I'll follow with a PM with more details. My understanding was that it wasn't a priority, is that not the case? PM will probably be tomorrow late afternoon.

Thanks

[Paul_KY]

Rackshack Rocks!

Sorry man, I thought you forgot about me.