This was actually originally posted on the HostRocket 's message boards in an attempt to let other customers know what had happened to me. Unfortunately, it was deleted only few minutes after being posted. It appears that while the board itself says, "post your thoughts and comments", they forget to mention they must only be good ones.


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I've been with HostRocket since May. When I signed up, everything went smoothly; I received my welcome email within minutes and I was able to upload all my

files without a problem. From May until July I never had anything major happen. Besides a few downtimes while Host13 was being reboot, everything went along

fantastically. Then, late on Friday July 27th, my domain became unreachable, along with my email and control panel. At first, I figured it was merely the server

being reboot, but after a good hour passed by, I decided to post a message here, asking if anyone else on the server was experiencing the same sort of problem

as me. No one was, and I was even told by a customer that Host13 was not down. I began to wonder now, so I submitted a support ticket the next day. To this

day, it remains unaswered. So, I decided to PM support here at the boards. And I got this reply:


Hi,

Do you know around what day you signed up on? Im trying to figure out exactly what happened to your account.

-Brendan



quote:
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brooke wrote on 07-28-2001 11:42 PM:
Hello, my domain (brookelyn.org -- on host 13) has been down for almost a full 24 hours; I've sent in a trouble ticket, and so far I've received nothing. I'm

becoming a little concerned that something has happened to my files, and would like for someone to please just let me know what's going on, even if it is just to

tell me they're working on the host.

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After I replied to that, but I never heard anything else. I waited a few days but became slightly annoyed that things were still down. So I PM'ed support again,

and got nothing. I replied to my trouble ticket and asked someone to please just let me know what was going on. Still nothing. I emailed support, and again,

nothing. After five days (six counting today) of having my domain down and email nonexistence, I finally realized my problem was never going to be resolved. I

was never going to hear why my account had suddenly "vanished", or if they were going to fix it. I was never going to get back the data and files I lost and had

no way of replacing. My only option was to look for a new host and try to salvage what I could of my domain.

So I finally submitted a trouble ticket, requesting that my account with HostRocket be "formally" canceled. That was yesterday (the 1st of August), today (the

2nd of August) I got a reply that my account was canceled. Ironic that to cancel my account (and HR not have to explain what happened to my account to begin

with) took 24 hours, but my first question to what happened to my account never got answered. I suppose what angers me more than losing my files and data,

is that I thought HostRocket would be the last host I'd have to deal with. I fully intended to remain with HostRocket for years to come. Now I see that's not

possible. And what's even worse, I recommended this place to friends (a few having similar problems with HR) and I regret that.

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I'm not trying to keep people from signing up with Hostrocket (that's is their decision), but rather to let potential customers know that HostRocket is not always friendly and up front with their customers. Because I really don't want anyone else to go through what I did.

It's always sad to hear something like this happen.

Many companies have customer complaint departments.
Even though you are not client there anymore, you should still send off a complaint to that department, if they have one.

You hear this all too often. . . . .

It's rarely the level in service that upsets customers. But, more often, the level of customer care.

Hope some hosts pay attention to posts like this;)

Since I've posted this, two other HostRocket customers have left or have threated to leave if they can't get someone to stop ignoring them and to instead help them with their account problems.

As a current HostRocket customer I am sorry you feel you had a bad experience with them and it does appear your trouble ticket got lost in the shuffle, but I am not sure why you bring up the issues of losing your files?

HostRocket has a great feature for letting you backup your website daily and also for backing up any MySQL databases you may have. If you failed to use this feature you should not blame HostRocket.

Recently I was on a server of theirs that had a hardware failure and my data was lost but I am still hosting with them because they were very active in telling me through their forums and emails what was wrong and what they were doing to fix and after it was resolved they offered me a credit for my trouble. They have also started to work to offer data backup on some of their servers I believe and they continue to work to improve their offerings.

You claim HostRocket is not friendly and upfront with customers because your post was deleted. They were upfront about this policy if you would have read the forum rules (http://forums.hostrocket.com/showthread.php?threadid=1385) on their website. They clearly state they reserve the right to delete complaints or negative comments. I am not sure I agree with that policy but they do state it in clear terms which you claim they do not.

You also claim HostRocket is not friendly. I have had all my support tickets answered within a couple hours in a professional manner and apologetic when they had a billing error on my account. From browsing their forums they seem to answer as many threads as possible in a timely and constructive manner.

I am satisfied with HostRocket and recommend them to others. I have not had a perfect experience in the few months I have been building my website, but I have been happy with their support and the communication they provide is much better then a majority of other hosts.

Hi,

Not that its really an excuse for you not being able to get support from us, but I figured out what happened with your ticket reguarding the problem with your account. It was flagged to Lucas, one of our support staff, and he was called away for military duty late last week. Because the ticket was flagged to him it was not showing up as needing doing for the other support people when they logged in. Your additional please for help were made in the same ticket instead of different ones so noone else saw them either. We are going to change the way the ticket system works internally so that tickets can't be missed like that. I also did receive a Private Message from you through our forums reguarding this but never got a reply to my question to you. I apologize for the miscommunication reguarding what happened with your account, I will make sure you were issued a full refund if you have not received one already.

-Brendan
bbrader@hostrocket.com

Originally posted by hostrocket.com
Hi,

Not that its really an excuse for you not being able to get support from us, but I figured out what happened with your ticket reguarding the problem with your account. It was flagged to Lucas, one of our support staff, and he was called away for military duty late last week. Because the ticket was flagged to him it was not showing up as needing doing for the other support people when they logged in. Your additional please for help were made in the same ticket instead of different ones so noone else saw them either. We are going to change the way the ticket system works internally so that tickets can't be missed like that. I also did receive a Private Message from you through our forums reguarding this but never got a reply to my question to you. I apologize for the miscommunication reguarding what happened with your account, I will make sure you were issued a full refund if you have not received one already.

-Brendan
bbrader@hostrocket.com


Sounds like a reasonable explaination to me.....

pcwatcher: Perhaps you've had a good time with them, but recently, I have not. I left multiple PMs for support explaining that no one had told me why my account was "missing" and I got nothing back from any them. After five days with nothing at all, what is a person to think?

Brendan: I left you three or four PMs (I even emailed support) explaining that I've heard nothing back from anyone. If you didn't get my reply (which I did give) why didn't you ask me again in reply to one of the other PMs? Or reply with "we're looking into it"? If I had got at least something back, I would have been willing to stick it out, but after five days with nothing, I figured support was not going to help me. I wish someone would have gotten back with me before I submitted for cancellation.

Im not sure what happened to the other PM's :( Im not the only person who uses that forum account.

-Brendan

I believe brendan's answer would be: "sorry, the guy who takes care of the forum PM and support mesages left for vacation, so ......"

Originally posted by hostrocket.com
Im not sure what happened to the other PM's :( Im not the only person who uses that forum account.

-Brendan

Well, maybe you should find out :rolleyes:

Do you want this sort of thing to happen with other customers???

Originally posted by ebird
I believe brendan's answer would be: "sorry, the guy who takes care of the forum PM and support mesages left for vacation, so ......"

Yeh......Bendan's reply made me start leaning more towards bgwen's side.

We dont normally provide support through the forums PM system so it hasnt really been an issue before. Lucas was a part time employee, he just happened to have the wrong ticket flagged to him at the wrong time. We cant really do much more to make it up to someone, we have already refunded everything they paid us since they signed up, even for the few months everything was fine.

As for what AnIdiot (can i say that? hehe) said, there really arent any sides to this as we want the customers happy just as much as they want to be happy.

-Brendan

No, please, this was not about sides at all. I was merely posting about my experience with a host.

Brendan, I sent you an email (has the refund already gone through? hmm, maybe my email is too late then?)

Okay.........no sides.

Durn!! I do like a good fight.

Glad everything worked out.

As for calling me AnIdiot :uzi:



:D :D :D :D