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Unacceptable service level
posted on Aug 23, 2008 by HiddenUser email: Hidden
Web site: Submitted but not made public
Used the services of Host Monster for: Hidden
Date when last hosted by Host Monster (as of Aug 23, 2008): Hidden
Host Monster Web Hosting Plan used: Hidden
Customer support rating: 1
Webhost Technical quality rating: 1
Host Monster Web hosting services Cost/Value rating: 10
Web hosting provider Overall rating: 1
System does not respond to HTTP and FTP requests more often than it does. I'm in the final throws of getting myself ready to move elsewhere-- giving them one last chance to fix things.
Since migrating, as much as I like the technical features available, I find it unacceptable that their "99.9% uptime guarantee" isn't backed with any consequence. When the system goes down for any reason, loss of power, scheduled maintenance--twice, or any other reason... there is no compensation for the system being offline.
Additionally, no matter how fast they respond to tickets, resolution is more important than speed. If it takes the same amount of time to get a resolution as with any other site, but you have to spend frustrating hours from quick response to resolution teaching the guy on the other end of the line how to do his job (and I wonder if they aren't just acting stupid, or if they really are that inept), it equates to the same thing but is a much more frustration journey to get to the same place.
If I were running a commercial website, I would not have been as patient as I have been with them.