Horrible Service!

[rsantiago]

I've been using HOSTNINE since 5/23, i've got multiple websites hosted with them through a hosting reseller account.

At first I required support for installing a few scripts such as modernBill etc... this was within my first few days of creating the account, that support issue was handled swiftly and professionally. However as the weeks went by I required more assistance with some other script installations... support at that point became slow and resulted in them telling me they could not assist me. Ok this was fine, I can't expect them to be able to help out too much with scripts that are not included with FANTASTICO.

Then came today, recently I have been having problems viewing my websites online or even accessing them via FTP... i get errors such as "host not found" and "cannot connect" along with multiple "404" errors when trying to view my sites online. I figured they were performing server maintenance, let me call their support line (877) 251-HOST and find out.

Well when I called I spoke to a rep who names himself "Alex", he stated he was the only "Supervisor" on staff today. I began explaining the problems I've been having and he proceeds to cut me off and tell me that there is nothing he can do about this, I would need to go and submit an online ticket. I asked whether or not he could open a ticket or help me out because I felt I would get a better level of support if I spoke to someone rather than use their ticket system. He plainly said no, there is nothing he can do. I then asked why they have a support option on their phone system if all the "support" is going to do is refer the client to the ticket system. Well at that point "Alex" rasied his voice to me and told me THERE IS NOTHING I CAN DO FOR YOU, GO ONLINE AND SUBMIT A TICKET. I thought that was completely uncalled for and started asking for a supervisor, I was then promply hung up on. I called back and low and behold Alex answers again (i guess H9 only has 1 telephone rep on staff at all times... great support there), I tell Alex I want to cancel my accounts because if he is a representation of H9 customer service, I dont want anything to do with them. He says go to hostnine.com/cancel, then hangs up on me! I call back, again Alex answers, he doesnt even let me get a word in, he just says goto /cancel then hangs up again! This continues for another few calls; me calling, he hanging up on me before i get a chance to say anything. I then call back but this time i enter the billing option thinking i'll finally get someone else that isnt so rude and that i can explain my horrific situation to... nope... Alex answers for the billing department too... he hangs up on me. I call back and enter the sales option... Alex again. Again, he hangs up.

Im at my wits end... This man single handedly ruined my experience with this company and assured me that I will never get quality customer service from them.

Be very wary using H9... their hosting is not very stable and god forbid you need to speak with someone for support... you'll be verbally abused and hung up on.

This company should not be allowed to do business the way they do, it's hollacious.

You've all been warned... take your money elsewhere!

[colt45]

Anyone else notice that replies to this post have disappeared? I know I posted a reply yesterday, now it's gone.

[McCarthySites]

Originally Posted by colt45

Anyone else notice that replies to this post have disappeared? I know I posted a reply yesterday, now it's gone.

Yes,

I thought it was me (post going MIA).

[rsantiago]

Yeah, the admins don't believe in freedom of speech and my right to feel that their cutomer service is seriously lacking.

They can remove this post all they want, it won't stop me from reposting it here as well as other forums accross the internet.

[gspark]

Wow, my post was removed as well, not good errr

I made a copy of my testimonial just in case

I think as a rule of thumb, its always good to have a few backup host companies on your list to do in case one goes sour, customers rule the net,

[colt45]

That H9 has deleted an entire discussion thread is, in my opinion, a worse action than the poor service rsantiago is complaining about.

[Express]

hmmm.... even mine has gone.

[gspark]

I read on the web that some hosts have their own automated positive testimonials script he he a quote comes to mind, if it sounds too good to be true, it usually isn't...

It would be great if the web hosting indusry made it easier to switch from one host to another, to date i don't think any host has really set a standard of excellence which is rather scary

Perhaps the industry needs to be regulated ?

If you all heard the conversation I heard you would understand why it was removed. This is completely rediculous and the customer will not answer the phone so I can figure out why he was rude to our support representatives that stated dozens of times please calm down and we will help you with this but the client just kept SCREAMING and yes SCREAMING because our entire office heard what was going on in the conversation and no it wasn't on speaker phone. When you call in with specific "my site has 404 errors or I can't access it sometimes" yes it does require a ticket. We have more than one customer and multiple people working on the helpdesk. If you just would have submitted a ticket like Alex requested none of this would have happened.

Also, "their hosting is not very stable" this customer is on a server that is less than a month old with an average load of 0.66, 0.98, 0.86 and more than a 99.99% uptime.

So sure, we'll keep this thread up so everyone can look at this issue and understand that someone seriously needs anger management classes. I'm sorry but there is no need to call anyone like that and scream at them when all they are trying to do is help you. Our employees are human beings and no one should be treated like that it's just flat out wrong.

Also,

Thought I would let everyone know I just tried calling this customer once again on my day off over 24 hours after I originally tried calling and still no answer. I would also like to add that there has been no attempt to contact us, or even an update to my ticket with the customer in over 24 hours.

We provide a top notch hosting service and currently host over 30,000 domain names. We cannot please everyone at the world, and nobody is perfect but as I said before dealing with that treatment on the phone is absurd.

It's very obvious we are not the host for you so please feel free to call me as requested numerous times over the past 24 hours so we can get this taken care of.