Unprofessional and very disappointing!

[vdezine]

Well... after being a customer since 2006, the day has come where I finally say 'enough is enough'.

When I came to hostnine, this company was run by a person by the name of Rick Brown. He used to go out of his way to be helpful and was always there when I would need to call on the phone! His service was what sold me on the company at that time.

Well... it seems those days are long gone.

2 dedicated servers and 1 resellers account later.... to present day:

I'm always on hold for over a half-hour, only to get hung-up on by the phone system without ever getting through to a real person.

I'm spoken to in a rude tone by 'support' staff.

Routine hosting issues are handled very unprofessionally.

Bottom line... I can't and I won't treat my clients like HostNine treats me.
I can't have them waiting for support, nor will I.

I've bitten my tounge for quite a while now...but the straw that broke the camels back was having a domain of mine get suspended without any notice at all.

Then when I attempt to resolve the issue, it seems I get nothing but the 'run around'.

To make things worse... I am then accused of things that are absurd.
---------------------------------------------------------------------
Sales: Hello! Thank you for contacting the HostNine Sales department. How may I assist you today?
aaron: ok... so I did as you asked and attempted to email abuse regarding my domain....
aaron: The following recipient(s) could not be reached: 'support@hostnine.com' on 3/30/2009 2:15 PM 451 Temporary local problem - please try later 'abuse@hostnine.com' on 3/30/2009 2:15 PM 451 Temporary local problem - please try later
aaron: I'm not getting ticket responses... nobody answers phones.... what do I need to do to get this resolved right away?
Sales: Abuse is handled through email only.
Sales: Nothing is wrong with our email servers.
aaron: The following recipient(s) could not be reached: 'support@hostnine.com' on 3/30/2009 2:15 PM 451 Temporary local problem - please try later 'abuse@hostnine.com' on 3/30/2009 2:15 PM 451 Temporary local problem - please try later
aaron: I would beg to differ
Sales: I just sent an email to Abuse@Hostnine.com from my personal Gmail account and it went through fine.
Sales: Nothing is wrong with our email servers.
-----------------------------------------------------------------------
aaron: Well... I've emailed... I've attempted to call... now I'm forced to try chat.... one of my accounts was just suspended without any warning or notice to me and I need to find out why and how to resolve this issue right away.
Sales: What is the domain name?
Sales: And the ticket ID?
aaron: vdmhosting.com and ticket is #DIL-501123
Sales: That ticket was responded to by an abuse admin.
Sales: And we did not suspend the site.
Sales: It was done by the data center.
Sales: Please respond to the ticket as abuse issues need to be handled through email.
aaron: I've not received anything from them
Sales: It would be a reply on that ticket.
aaron: I cant even login to see the ticket
Sales: You can check it in your email.
aaron: that would be great if I would of received the response... but I havent....
aaron: You can check the status of or reply to this Ticket online at: HostNine LLC - Powered By Kayako SupportSuite Please do let us know if we can assist you any further,
Sales: Posted on: 30 Mar 2009 12:33 PM
aaron: that is all I have and it wont let me login
Sales: Is there anything else I can assist you with today?
aaron: Yes... how do I resolve this now?
Sales: You would need to reply to the ticket.
Sales: All abuse issues are handled through email.
aaron: How??? I cant
aaron: what you pasted is the first that I've seen
aaron: I don't have a copy of that to reply to
Sales: Where was the ticket created?
aaron: HostNine LLC - Powered By Kayako SupportSuite
Sales: You can send an email in abuse@hostnine.com and reference that ticket ID.
-----------------------------------------------------------------


This is the second time the account has had this. It was fixed once before. The account can not be hosted by us anymore we can provide a backup only.


Also email spamming us is only making this take longer so please stop.
Regards,
Alex Jankuv
Hostnine Support

Email spamming??? I sent 1 email as requested by livechat!

Hi,

I apologize for the inconvenience. Abuse issues are never fun for anyone and believe me we hate suspending accounts.

I am looking into DIL-501123 now to see exactly what happened.

**EDIT**

It appears the data center proactively did this and notified us afterwards:

Dear Customer,

The Planet or its upstream providers has received a complaint related to a probable violation of The Planet's Acceptable Use Policy (AUP). We are forwarding a copy of the report, requesting that you take appropriate measures to address the issue.

The server in question is hosting a phishing site at the URL provided below. Due to the severity of this issue, the site must be made inaccessible within one hour. In case you fail to respond within the allotted time period, the Planet may interrupt your service.

We request that you preserve for 90 days all evidence relating to this web site, including pertinent log files, in the event that this information is needed for further investigation.

The Planet also encourages all customers to implement the Anti-Phishing Working Group's Phishing Education Landing Page. This involves redirecting traffic from the phishing site to a page which educates consumers about phishing. You may find information on how to implement the redirect here:

http://education.apwg.org/r/how_to.html. While this is not a requirement, it is an easy step you can take to prevent further consumers from becoming victims of fraud.


For general reference regarding The Planet's stance on abuse, refer to:
http://www.theplanet.com/legal/

http://www.vdmhosting.com/album/onli...ica/index.html

Is your software up to date on your website?

[vdezine]

Hi Ben,
You know... there may be some older 'outdated' scripts on that domain.
But those are very easy to take care of and remove when given the chance to do so.

Instead, I get immediately suspended without warning and then rude emails when trying to resolve the problem:

This is the second time the account has had this. It was fixed once before. The account can not be hosted by us anymore we can provide a backup only.


Also email spamming us is only making this take longer so please stop.
Regards,
Alex Jankuv
Hostnine Support