After all the shenanigans over moving my site to a working server, having to set up everything again, I go to the cp to mod the template for site search engine results and I get a blank form field. Just like on the old server, and I remember the last time I did this on the old server, it gave me the same blank field and I had to complain for 9 days with countless trouble tickets until somebody fixed it.

So I fill in a high urgency trouble ticket this morning, and I get squat response until Graham replies this evening, like 12 hours later, and asks me what browser I am using. Like this has anything to do with it. What a complete joke.

Now they dumped access entirely to my site, and blocked my access.

Go with HostRocket and you better not complain about poor service or there will be no service at all. What a horrible host.

Only they can use the word blows.

Well, for me , the experience at hostrocket was different.
when i had problems with my site at hostrocket, they helped me out pretty fast. John reyes emailed me back and forth regarding the problem many many times , until it was solved. My tickets get answered pretty fast too.

Maybe it could just be bad luck, or maybe it was good luck for me :)

I've had nothing but good service from hostrocket. They have resolved literally dozens of requests from me either via trouble ticket or AIM. :D

I would consider a request to change your nameserver pretty important. Let's see how long it takes them to respond. Over one hour now. I bet I have to wait until tomorrow.

Another reason, if they have a problem with your credit card, instead of asking for another, they close your site and ask you to leave. I would expect an email asking me to update my charge information.

Originally posted by HuggyBear
So I fill in a high urgency trouble ticket this morning, and I get squat response until Graham replies this evening, like 12 hours later, and asks me what browser I am using. Like this has anything to do with it. What a complete joke.

That could very well be a valid reason for your form not working. If Graham checked out things at his end, and found them to be working, the next logical step would be to ask you for your browser type, etc.

I'm not saying that it IS a browser problem...I'm just saying that it is not automatically a "complete joke" to assume that it could be.

--Tina

Maybe under other circumstances, Tina.

They already had this same problem before on the last physical server I was on. The point is that they do not learn from their mistakes, and jump to conclusions that it is always the user, not them.

The problem was solved by one of their techs fixing the local code.

You will notice that the 'Hour' he waited for a response to this ticket, somehow happened in about 15 minutes. I feel for the next host that has to deal with this clown.

Ticket #: 11793
Name: james
Domain: playadelcarmeninfo.com
Urgency: High
Status: Closed
Subject: Other
IP Address: 148.235.241.165
Email: <<MOD EDIT:>>
Submitted: 2001-05-02 12:10:28

<<MOD NOTE:>>
User requested that his ISP email address be removed from the board, and due to email gathering spiders. I don't feel that the email address affects the post either way, so it has been removed.
<</MOD NOTE>>

It may be in your best interest to be looking elsewhere.
Just goes to show, everyone is abit different
with their own needs.
What may be perfect for one, may prove disasterous for another?

I have a feeling that mexican email address will be appearing on a few webhosts blacklists. ;)

Hi,
Perhaps the problem was related to CPanel, not a server issue. While you had some problems getting everything to work, I'm not sure this is indicative of their usual service. HostRocket is a great host for 99% of the people, 99% of the time. I've used them personally in the past and was very pleased.

Regards,

I send my condolences along with the change of nameservers over to site5 :)

-Brendan

My last few tickets have been answered anywhere from instantaneously (as email will allow) to within 30 minutes. I think the recent addition of extra support staff has helped a lot =]

I have a hunch that a lot of people don't realize that when they send in a ticket they have to give an off network email address. They get all upset at not getting a response until they figure this out. I'm not saying that this was Huggy's problem though. Just in general.

My 6 month pkg w/ HR runs out next month. I have been looking on this board for an alternative (only because of VDI issues). And I have found some other -what appear to be- great hosts :) But when it comes time to renew- I plan to stay with HR. Unless there are more VDI problems, and I think HR will move if that is the case.

huggypoo, I think you're expectations are a little too unrealistic. No host will satisfy you, hence you should maybe think of starting your own :D

Your complaing because it took one hour to respond to your request?

I recommend you go with ***** or webhosting.com. Then well see if you keep complaing about getting help in an hour!

No, dude.

For 6 days.

I posted here because it was the only way to get a response. The same when I posted on HR's own forum the problems I was having, then they responded quickly, then pruned the posts about the problems.

One hour is very nice service.

>I would consider a request to change your nameserver pretty important. Let's see how long it takes them to respond.
>Over one hour now. I bet I have to wait until tomorrow.

----

>No, dude.

>For 6 days.

>I posted here because it was the only way to get a response.
>The same when I posted on HR's own forum the problems I was having, then they responded quickly, then pruned the posts about the problems.


I dont know.... but it seems to me your facts are changing, or you arent sure of them yourself. The date the ticket brandon posted was 2nd (oops) may... is hostrocket guilty of lying also now?

The six day lapse was the one that started all this a while back.

That's why I put this post up, so that this forum of host scrutiny would cause a response, because my posts of discontent on the HR forum were being pruned, and I was not being answered. And I still continued to have the same problems. Anyway, this case is now closed for me, as I have left HR.

Thanks to this forum, I received quick responses from them, and was able to transfer names quickly and get out.

I only stayed there because I had better things to do than transfer hosts.

I actually have no complaints from the speed of their server or the features, but having to move around on their equipment because they had problems running Perl scripts was a drag.

I'm done responding to this.

I can't believe he opened two threads just to pound on hostrocket.

I know.

But it worked, I got a response, and I'm outta there!

HuggyBear,

In future please open only one thread on the topic so that all discussion is funnelled into the correct thread and there's no loose threads all around the forum.

Thank you for your co-operation.

Originally posted by hostrocket
[B]You will notice that the 'Hour' he waited for a response to this ticket, somehow happened in about 15 minutes. I feel for the next host that has to deal with this clown.



Speaking from a customer's perspective, perhaps some might not be so 'tech-savvy' as folks who are able to set up hosting services. However, I don't think, that under any circumstances, that a business should be calling a customer a clown, no matter how problematic he/she may be. Just mho.

... it wasn't pc for hostrocket to refer to him that way, but I bet I wasn't the only one reading huggybears posts and thinking the same exact thing...

I understand.

In all fairness, there will be times when hosts providers come across a particularly 'troublesome' customer. It's perfectly all right to feel frustrated when such situations arise. But from a marketing aspect, I suggest that hosts providers think before they post. For the manner in which they carry themselves may reflect on a potential customer's perception of the host.

Just a friendly suggestion. :)

Over at the sitepoint forums, huggybear started a thread with the title "Proof that Hostrocket is a scud". I don't blame the HR guys for being a little fed up with him...

I will continue to point out that it does no good for a company to call their clients (or former clients) names in a public forum when a client has posted a complaint. Whether or not the host is fed up with them or not is irrelevant. Doing so has the effect of cementing the image that the complainant gives of that host. Do you suppose that Steve Case would go into a public forum where disgruntled AOL customers go to complain and insult them right there? No, because it simply isn't good sense to do it, no matter what he might think some - or even one! - AOL user. If the user has requested something irrational or hasn't explained themselves very well, that will reflect itself to the reader base and there's no need for everyone to jump down the poster's throat in their haste to be involved in a situation of which they have zero knowledge. A civil response from the company is the best thing if something must be posted at all, as it shows that the host is mature enough to deal with problems that might surface in public about what was probably a private matter to start.

I in no way condone the terminology used to describe huggybear. However, from a purely *human* point of view, I understand their frustration. He took a matter that should have been handled privately and posted it in the rudest and most negative terms across several large boards. I cut brendon and the guys a little slack because I've worked heavily in customer service and realize that the customer *isn't* always right. There are some people you can bend over backwards for and they will *never* be happy. They are the ones who always want to "speak to your manager" or threaten you or your business in some other way... Sometimes with these folks *and I suspect our friend huggybear fits this category* it's necessary to just cut them loose. Do I think that HR handled this in the best possible way? No. Do I feel that they should take all the heat for a customer who obviously has it out for them? No. When someone makes a jackass of themselves across several boards, calling them a "clown" certainly isn't an earth shattering crime....