I signed up with this company on Friday - Sat I got a setup email - logged on put up a index.html page and nothing happened, put a file in the cgi-bin to check all the paths - nothing happened. I filled out a support request 24 hrs later there is no sign of my request and the site is still inoperable. They charged my card $50 for something that does not exist... I have sent repeated emails but nothing just a autoresponder saying the email addres is not setup - I phone from the UK @ it's as if the phone gets picked up @ put back down. Tried the number on the whois records

Creative Web Ideas
address: 1840 N Lee Trevino, Suite 110
El Paso, TX 79936 US

Admin contact: Support, NIC
email: nic@CREATIVE-WEBS.COM
phone: 915 59512239155950173
fax:

Tech contact: Support, NIC
email: nic@CREATIVE-WEBS.COM
phone: 915 59512239155950173

Have I been a victim here?

Iain Stubley

No. You have already been sent replies from your tickets and emails to our CTO, less then 24 hours. The problem is that you did not select a static IP, but rather virtual, and that your site is not yet pointed, though we have provided information on how to still do what your want to do, or you can simply get a static IP from your sales rep.

Also, you should not get contact info from whois, but rather our site. For whatever reason, if you still want a full refund, we can provide that to you. You are not a victim.

I tried all the numbers listed but all were picked up and put down! Ok I assummed all major hosting companys allocated a static IP address.

As the customer I felt that support was painful and that this was not the way for me. I have had an email from the CEO after pointing out posts on this site. And he has offered a full refund. I was unable to find anything in your support system that states how to view your site with a non static ip address.

Thanks for your efforts

Iain Stubley
http://www.sellproperty.net

Again, the option was right on the order form, and everything you have submitted was answered in a timely manner. I understand this option could have been over looked, but there was and still is nothing wrong with the account. What I didn't understand is the rush to judgment and posting in several places in only 1-2 days from a misunderstanding of static and virtual IP. Some of the information and the manner of the post was NOT correct, so I felt it meaningful to post here as well. Documented replies were well within 24 hours, one in 20 minutes. You didn't get an email from the CEO until after posting on this site, because you hadn't emailed him until after doing so.

The phone issue sound like your getting a line disconnect or short error through your telco coming from the UK. This does not mean CWI is a bad company or that you are a victim. CWI is committed to customer service, and only profits from satisfied clients, doing so for over 4 years.


[Edited by MarkV on 03-06-2001 at 03:27 AM]

What upset me is the fact yours were the phones in USA that were getting answered and then the reply was the number you have called has hung up - The emails were bouncing back with "not set up to answer emails from noreply@cwihosting.com" which when I put a request receipt when read - showed peoples names that had opened the email. Then replied with the noreply@cwihosting.com - not very professional.

Also the fact the support system now holds no details of the request I placed, you or whoever(CWI supports nameless person) stated I had received an email - NOPE!

Ok I may have over looked the ip address all other hosts I have used (4 hosts in 5 years) have given a static IP address! i CC'D THE CEO ON ALL THE EMAILS I got a reply after threatening a charge back and pointing out these posts on various boards - Used 2 telcos from the UK (both gave the same) and had no problems with any other USA number I dialed!

There is a lack of FAQ's on should not have to search for help it should be there. No where did I find anything saying use serverip/~username

If you can confirm the refund this will be great

Iain

This could go on forever, and I am really not looking for an argument here. So in closing, I will just list a few FACTS so any viewers can get a fair assessment. I'm also not denying my involvement with CWI, how else would I know all this information?

1) The entire problem was only because a static IP was not selected over a virtual one by this individual on the order form (before he was a customer). Whatever the reason for this, this was the problem that could have been avoided all together.

2) This is the first such incident in over 4 years and several thousands of CWI users going through the same signup steps. Proves there is a first time for everything, and CWI will take steps to make it almost physically impossible next time, though such attempts were already made for this to be so rare.

3) Our phone numbers are valid as are all listed emails. CWI has been servicing customer for over 4 years, and would NOT be able to if contact was not really available. They were not malfunctioning. The noreply@cwihosting.com is when an email is sent to a non listed address, or for the reply of out going messages of the support center, because replies need to be submitted through the tracking system. CWI does rather well is tracking aand responding to serveral hundred daily requests. This is the reason we have specific emails and a tracking system.

4) The CWI web site lists direct numbers if you click on the support tab, NOT just a toll free. The Toll Free is just the most popular for obvious reasons.

5) This entire event, escalated to several public forums, spanned only 1 to 2 days, and over the weekend. Responses were in fact (documented) made over the weekend, and management replied directly on Monday.

6) Client had full and working access to the account from day one. That was not the problem.

7) We knew he posted here because he told us.

8) We do not make it difficult to cancel accounts, and our company has already offered a full, no questions asked refund, regardless of this forum or not, including setup fees.

9) a FAQ, or Knowledge Base is available in the support center. We have moved info related to this to a separate article to make it almost impossible to overlook, on how to view your site if its not pointed, and you don't have a static IP.

These are all verifiable facts, and I think that should answer any questions people may have. CWI does care about its users. The user has not been a victim. In all sincerity and honesty, CWI did respond fast, and something as simple as this could happen to any other hosting company out there. It is important to ask questions with any host before you signup, that I agree.