Hi everyone,

I have been in the hosting business for quite some time now, and i've experienced the worst. futurehosting , or futurehosting.biz is the worst webhost with the lack of support i have ever been with. Their support is less than what you would expect, PHP didn't even work. When i submitted a ticket, i didn't even get a clear anwer. All i would get was things like "I will look into your problem." or other things like "I will look into your problem shortly." After some time, they would reply with and email stating "Nothing is wrong with your service, try it for yourself." And for the final proof, try to go here, URL: megaconsoles.com/index.php or URL: chinkstaz.com/index_f.php , you will notice that none of these links work.

Worst web host ever,

1 / 10 for futurehost.biz or futurehost or future host .

They're working for me now, albeit a bit slow. I'm assuming those are your websites?

Yes they are.

They also come up for me, and on Alertra. Speed seemed good too.

How frequent are these problems, and are they during certain times of day? It could very well be while backups run.

works ok here.

Works in Australia:)

megaconsoles.com/index.php - Works fine from India as well.

Both sites works good from Europr to.

Hans

The sites are working now because i switched the NS servers to my old host (i still have an account there).
After 2 weeks, futurehosting finally switched me over to another server and things are working now.

I hope this doesn't happen to any of you because this has been a long hard ride out of hell.

I apologize for the inconvenience you are experiencing. If you could please submit a ticket to the billing department and request that somebody in upper management review your tickets, we would be happy to look into the poor service you received and address it with any technician that was responsible. A quick traceroute to your domain shows that the domain is currently on one of our servers and other members here reported that they have been able to access the domain without issues. If, however, there was indeed a breakdown in service or communication it will be resolved immediately by somebody in management. Unfortunately, it is impossible for management to review all the tickets submitted, so we have no way of knowing if there is a problem with a certain ticket unless we receive feedback from customers such as yourself.

I think one thing that could improve your service for situations like these would be the implementation of a real time chat system for cases where answers are needed immediately. For example, your technicians always ask me for information and this can take alot of time for something simple as providing a username or password. Live chat is something important if your technicians are to require quick responses from a customer. With my old host, they had the tools and answers to resolve issues under 24h. Some issues with futurehosting lasted over days, which i find is inapropriate for customer service.

Secondly, people in here mentioned the sites work. That is because i had transfered my websites on my old host overnight while you were working on the different issues.

Everything seems to be working properly now, but i do expect to get quicker service if another problem should arise.

Thanks.

I think one thing that could improve your service for situations like these would be the implementation of a real time chat system for cases where answers are needed immediately. For example, your technicians always ask me for information and this can take alot of time for something simple as providing a username or password. Live chat is something important if your technicians are to require quick responses from a customer. With my old host, they had the tools and answers to resolve issues under 24h. Some issues with futurehosting lasted over days, which i find is inapropriate for customer service.

Secondly, people in here mentioned the sites work. That is because i had transfered my websites on my old host overnight while you were working on the different issues.

Everything seems to be working properly now, but i do expect to get quicker service if another problem should arise.

Thanks.

The live chat is something we have been looking into and considering for the future. We take client comments and suggestions very seriously and we are looking into implementing live chat for support.

Again, I do apologize for the poor service you received. I did find your tickets with us and have reviewed the ticket. I admit without any doubt that the time to find a resolution to your issue is completely unacceptable and has already been addressed with the support staff. According to the notes on your account, you were offered three free months of which you declined and only requested on month. The offer for the full three months still stands as an offer. I have not had an opportunity to look at all the tickets that are closed under your account; however, I see you had gone from reseller to VPS to reseller. I am not entirely sure as to why the switch was made a couple times; however, if you would rather have the VPS, we would offer the VPS package using the specs of your reseller account at no additional charge. This would include the disk space and bandwidth of your reseller account with 256MB of ram.

In the future, if you could please be sure to alert upper management of any issues you experience, we will be happy to speak with the technicians to find a resolution to any issues you face.

What's the point of having support people if your customers should talk to management anyways?

What's the point of having support people if your customers should talk to management anyways?
That is only there if the client feels that support has failed to find a resolution in a timely manner. Our average response time is under an hour and average resolution in under an hour and a half. Some are resolved within minutes and some complex problems do indeed take a couple days; however, in the case of this client, the resolution took several days and is completely unacceptable by our standards. This is when management should be alerted to discuss the issues with the support staff and do find out why it is taking so long to resolve the issue and to find ways to improve efficiency for the future. After all, we can't improve our support if we don't receive feedback from our clients.

Many individual has fail to see that a chat system of 24/7 can get very quite expensive. Not only that but it does cause some lag time in either chat or ticket system. Futurehost simply needs to figure out how to balance the two, such as figuring what should a ticket open for as well as what is convenient to chat over chat system.

Lastly the management issue its great that futurehosting is looking at customer satisfaction very seriously this is something customers should admire. Keep in mind management do not have time to read all tickets that are passed through the ticket system. Management primary responsibility is to ensure quality, employee motivation, brainstorming for business, financing, the list goes on for responsiblity of upper management.

I have been with Futurehosting now I believe for around 3 months and I have had absolutely now issues. I love their service and CS is outstanding. I have had maybe one email out of 50 that have not been answered within 1 hour of submitting it. The reason, I submitted it to the wrong department. User error led to the length of time.

I would highly recommend them without a doubt.

You can read a review I did for them by doing a search.

Thanks

Well its good that they turned their service around. Are you submitting your tickets directly to managment or to a support tech?

First of all, i was never told that i could speak directly to management. The only person who ever answered to me properly was a sales agent and he is the one that always got things solved. Most of the support staff almost seemed like robots to me, answering the same things over and over again. I understand i might of had a complex issue, but if the only solution was to reinstall the VPS or to simply move me over to another VPS, that would have been fine in the first place.

As for the 3 months free, i do appreciate it and i will take the 3 months free. But, if you want to know my honest opinion, i have a business to run, so how good is 3 months free of non-working service? Right now, things seem to be in working order, but when i was given 3 months free, problems were far from solved.

I don't want to say that futurehosting is a bad company, because they do offer a great product, great speeds and great uptime. The only bad thing that i have encountered is their customer service; I wish things had been done more rapidly, without me having to search dozens of forums for answers. My last hosting provider did not have any "major" issues and i always got answered to tickets in the most respectable manners.

I hope to continue on with futurehosting in the future, let's hope for the best with them.

Sincerely,

Janvier Doyon

Another issue just arised, try going to http://www.kongoo.com/chat.html
You will notice the chat is not working.
Here is the last response i got from one of the support agent:

"Hello,

I have fixed this issue now , please access the Chat at http://www.kongoo.com/chat.html

Regards,
Nick"

What a great support team.

I was just able to login to the chat without any issues. Perhaps I am missing something?

At the bottom of all e-mails sent out by support it states "If you feel you have a problem that is not being properly handled by support, please send an e-mail to the billing department and it will be forwarded to upper management."

After reviewing the PHP ticket fully, I see that each response from support did indeed record that as part of the outgoing e-mail.

Vik sent me an e-mail saying he just added the three free months to your account.

Perhaps the chat is incompatible with firefox.

Testing should be done with both IE and FireFox.

I was justing firefox when I checked this morning. In IE the chat pops up in a new window, so a popup blocker will prevent it from opening.

I have no popup blockers.

The window does popup in firefox, but i end up with a "Unable to connect" page.

I believe this post should be closed or removed as the situation is now resolved and things seem to be working just great.

I believe this post should be closed As you wish! :)