I had the misfortune of deciding to host a SQL database on PowWeb's servers for an instance of phpBB I was running. I liked thier service because it was cheap, fast and lots of disk space for the DB. Below is what happened when I hosted my site there.

I set up the account, the forum and everything was going nicely. Then yesterday, I caught one of my forum admins posting on another forum about hacking my board. So, I revoked the admin's right to adminster the forum for security reasons. (Duh)

Then I went and tried to login to my PowWeb account through thier web-based admin panel to kill off the admin's FTP account so he wouldnt destory the forum. Well guess what? To my horror, I lost my password. I couldnt kill his FTP account!

I run more than 60 websites, and I could not remember which e-mail address I used for this acccount, and so I could not use the "lost password" form. This domain didnt have mail setup on it yet. I tried to call support for more than an hour (long distance, mind you) and all I could get was "We're sorry, all of our agents are busy. Please try your call again later".

So I send a support ticket to PowWeb, asking if they would please give me my password ASAP. Now, I admit it was my fault that I was dumb enough to not write my passwords down and to not kill the FTP before this happened. But what happens next was anything but.

The admin signed into the server, and destoryied the scripting. He changed things here and there, deleted things here and there and hosed the MySQL database. The forum was ruined, and the only thing I could do was cry. :bawling:

More than 500 posts of useful information and 200+ user registrations were lost. I felt crushed. More than 12 hours later, I got a response to my support ticket, asking for the last four numbers of my criedit card. I was really getting angry. :angry:

I called thier support some more, I want to restore the site from backups. They dont keep any. (Again, my fault for not reading). Support still didnt answer. Finally, I got someone from support on the phone today. I wanted him to hose the MySQL database and reset my hosting account so I could at least start over.

I couldnt even re-install the phpBB software until the hosting company cleared the databases out for the software to install. This support rep was one of the most disrespectful people I have ever talked to in my life.

I tried to explain the situation and how thier 12 hour response time (I know this was partly my fault) had caused this, and he said "It's not MY fault that YOU cant write your passwords down!". Well gee, no kidding. He berated me, called me stupid and yelled loudly. I couldnt help but wonder how the management in the call center allowed it to continue. Later on he said "Sir, you are getting cheap hosting service, and you know it. So I dont want to hear this whining."

Finally, I told him what I wanted done, and he said he needed the MySQL passwords. I asked him to hold on while I looked for them, and he said "Why dont you call back in 20 minutes when you have yourself a bit more organized". The nerve of this guy!

Well, finally he hung up on me, and said he "didnt have to take my s-it.". I called back, and got that annoying recording again several times. Finally, I got another rep. This one was no more soothing than the last one, but he did say he would clear my MySQL database.

Lets see if it happens.

My Recommendation:

Dont touch these people with a 39 and a half foot pole. Thier cheap bandwidth and generious space is overshadowed by thier horrible support staff that makes it very clear they couldn't care less if you died on the phone with them.

You are not the only who is hurt by these ppl. I have heard a lot of cries from others too. Powweb does not have a very good repo hrere :(

It is well known that Powweb's support is something that does not exist :D

Some Powweb support guy/gurl online here would like to help kkimmel?

Forums Addict:

Thanks anyway. I dont think they are intrested in helping, and I have a feeling that any "help" I get will be in the form of a new provider. They promised to have the MySQL thing reset in 15 to 20 minutes, and while I didnt time them, it hasnt been done yet.

If they havent done it by 6 PM my time (in another 20 minutes) I am going to another host and I will call my credit card company and start the 'ole chargeback process.

You know, I hate doing that because I know what it does to a merchant (being that I work for 2CheckOut). But I think these people have earned it.

kkimmel, i certainly agree. you don't deserve to be treated that way at all... powweb may have a great reputation in some places (and perhaps to the basic user), but certainly not here.

Originally posted by ecpHosting
powweb may have a great reputation in some places (and perhaps to the basic user), but certainly not here.

Could you please tell me where these places are? :D

It applies to all Hosting Companies:

"If it sounds too good to be true, it probably is"

With that price and all of the things they claim to offer, it was clear to me that something is wrong.

Although they dont offer unlimited e-mails and unlimited bandwidth, omnis.com has great customer service.

I guess it really is true - you get what you pay for. Good luck with your new host kkimmel, you don't deserve to be treated that way.

I know nothing about Powweb but, did you never hear the phrase "You pay peanuts, you get monkeys"? or... "You get what you pay for in the hosting industry"? or.... "if it sounds too good to be true it probably is"?

Sorry kkimmel, i don't mean to kick you while you are down - that is not my intention. I just wish people would start actually considering how much it costs to run a decent hosting company with good support brains before choosing a host. Many hosts that make peanuts out of you really won't be interested in spending time helping you out - they would rather you go away so that they can get the next paying client in, who they hope would not require much support.

I wish you all the best mate and i hope you find a host that can deliver what they say they will.

(Disclaimer: Post not aimed at Powweb - just people that pay a pittance and then cry when it all goes wrong).

It is amazing that so many folks do jump for the $5/mo hosting, knowing that somewhere along the line they'll get burned. It's just so hard to tell a good host from a bad host. Sounds like you really got the bum end of the deal with Powweb.

Mark is right, though. It isn't cheap to be a good host, and for that reason, prices usually reflect that.

George

markcastle:

Your attitude is exactly the opposite of mine. I have had some *very* good "cheap" hosts. I dont belive in the little "wise old sayings" because they are usually incorrect.

If a company states they offer a paticular set of services at a set price, and I sign up and dont recive those services at that price, or I recive less than good service, then the only one to blame is the company. It is not my fault and I shouldn't have "known better" because "you get what you pay for" and "If it's too good to be true, it probably is".

People like you really annoy me, your attitude is so wrong. Why should people have to worry about the overhead expenses required to run a decent hosting company? They shouldnt. They should be able to compare the features and sign up.

Are you referring to Ipowebweb?

I am reffering to www.powweb.com.

wow, this is terrible, stay away from powweb!

Originally posted by kkimmel
markcastle:

Your attitude is exactly the opposite of mine. I have had some *very* good "cheap" hosts. I dont belive in the little "wise old sayings" because they are usually incorrect.

Usually Incorrect - Quite a sweeping statement LOL. Hmmmm. No Comment.


If a company states they offer a paticular set of services at a set price, and I sign up and dont recive those services at that price, or I recive less than good service, then the only one to blame is the company. It is not my fault and I shouldn't have "known better" because "you get what you pay for" and "If it's too good to be true, it probably is".

People like you really annoy me, your attitude is so wrong. Why should people have to worry about the overhead expenses required to run a decent hosting company? They shouldnt. They should be able to compare the features and sign up.

Errrm. Common Sense Perhaps?
I really don't think that "if it sounds too good to be true it probably is" is a wise old saying - just plain common sense. Well to me it is. Maybe i am the odd one out.

I am not trying to ridicule you or like i said, bash you while you are down - my apologies if that is what you perceived - that is not my intention.

I just see it far to often that people buy on price without wondering how the supplier can sell so cheaply. There are some industries where 'stack 'em high and sell 'em cheap' works. The hosting industry is no different to any other industry - you have costs for making the product which determine the price at which you can sell and i don't believe it takes a wizard to see that if a company is selling REALLY cheap - they must have either cut corners or made economies - be that by neglecting to employ decent tech brains, or be it by making economies of scale. There are a lot of corners that a host can cut and unfortunately it would seem - you chose a cheap host that had made savings in the support department. There are soooo many corners that can be cut in hosting and soooo many hosts doing it on a wing and a prayer. The trick is working out where the corners have been cut before signing the contract - and unfortunately there is no magic formula for that - just common sense and research.

I think in an ideal world you are right.... "Why should people have to worry about the overhead expenses required to run a decent hosting company?". Quite - they shouldn't. But we know that it is not a perfect world and the hosting industry is no different - therefore research is almost always required to make an informed choice. Price and Plan Features alone are (IMO) - no way to choose a hosting company. The more you know about what it takes to run a decent hosting company the less the risk involved in choosing a host that is not going to let you down.

I am sorry if i annoy you - i must admit - it annoys the heck out of me when people come along and say "i told you so" - so point taken, i should perhaps be more tactful when i elicit a response to posts such as yours. Sorry - i have waffled on a bit. I am totally sincere when i say i wish you all the best in your search for a good host.

Uh......should be a little more careful about who you make an Administrator next time, eh?

:eek:

I agree with markcastle.. If you saw a 2002 BMW M3 for sale for $5,000.. would you be so quick to buy it? :)

Things cost money.. and while it's understandable you may know what something is worth.. with service it's different.. everyone pays different amounts.

kkimmel has a good point as well.. Hosting companies shouldn't have a problem offering what they say they do.. but that's in a perfect world.. I'm sorry to say that alot of scamming companies exist in this business.. people who are more interested in the money then ANYTHING and take a "money at all costs" approach to service/support.

If kkimmel were to go out and signup with a plan for $30 a month.. does that mean he will get better quality?

No.. he could be off some 486 in a basement on dsl..

Is there a better CHANCE he could get better service?? .. Probably so :).

I'm new around here, I don't have the reputation of a great company (I dont have any reputation around here) so if you asked about my company it would be like.. "Sprynex who?"..

But my advice is.. ask around the boards for a RELIABLE host.. see what everyone says and then take your chances.. you might wind up paying more.. but the people around here are pretty good to share positive experiences.

I wish you the best of luck.

Is there a better CHANCE he could get better service?? .. Probably so
That's correct. Research is very-very important. In a perfect world you wouldn't have to worry about who you're buying what from, but this is the real world with real people and real human errors. You're not just buying into a product but the owner's business plan as well; if they did a good job your site will flourish... if not you're f'd.

So, do your homework. Ask a lot of questions and see if you can believe in the same plan as the owner. If so they'll provide the services you desire at the price you want. If your concept of hosting is too undervalued you'll get burned just like the host.

Sincerely,

-Matt

I already admited I was a moron for letting the guy on the server. Thats OK, I learned my lesson. Webhosting is a bit differnt then buying a BMW, so I think that is quite the unfair comparison.

I have decided to stay with PowWeb... for now because I already paid for three months of service. I called back later that night and got nasty with someone, and the issues are corrected for now. I still dont recommend them, I dont like a company that berates me for a simple request.

If you pay a lot or if you pay little, the customer should always be treated with respect, because THAT doesn't cost ANYTHING, it's FREE. And customers should also treat their provider of [insert service here] with respect as well.

Originally posted by reptilian-fe
If you pay a lot or if you pay little, the customer should always be treated with respect, because THAT doesn't cost ANYTHING, it's FREE. And customers should also treat their provider of [insert service here] with respect as well.

Well i am certainly in agreement with you there.

Even when we get a nightmare customer it is our policy to go completely out of our way to try to make them happier than they would ever have ever expected. Although i think that maybe that is the exception rather than the rule with many service industry companies.

Called back in to get something else done tonight, and I get the "We're sorry, all of reps are busy now... please try your call again later..." I have had it. I am moving, and I need another host.

Can any of you provide me with MySQL hosting? I dont need alot of the usual stuff, all I need is below. Here are my requirements:

- 50 MB of Disk Space (at least - 100 MB prefered)
- Weekly or Monthly Backups (at least)
- No setup fees or other padding the prices
- PHP 4 Support
- WWW Access
- Unix Server (Windows NT/IIS will not be considered)
- MySQL support
- 12 GB/mo in transfer allowed (at least)
- Controversial Content Acceceptable (Yes, its legal, it is just controverisal).
- 2CheckOut Merchants Encouraged to Apply
- Below $20.00 a month preferable

Anyone who can help, please post a link to your site or other info below. I need someone who is competent and used to having users that they can just setup and leave alone. (I dont need to be walked through everything, is what I am saying).

Try to ask at the Web Hosting Requests Forum ;)

I'm not trying to pimp my thread too much, but if you think this incident is isolated, check out my story with powweb here: http://www.webhostingtalk.com/showthread.php?s=&threadid=72030 .

Amazingly, I also got the "all of our reps are busy" phone service.

I gave them an early X-mas present: A chargeback.

kimmel, there is a backup option in phpBB to back up your database. I do it periodicly.

Mr_Floppy

Mr_Floppy:

Yes, I know this. And now I am kicking myself for not using it. It has already been established that I was a complete ***** in the way I adminstered the website. But thats not what this thread is about. This thread is about thier piss-poor customer service and my in ability to reach them when I needed them most. Nothing more.

My stupidity is beside the point.

Then I went and tried to login to my PowWeb account through their web-based admin panel to kill off the admins FTP account so he wouldn't destroy the forum. Well guess what? To my horror, I lost my password. I couldn't kill his FTP account!

I run more than 60 websites, and I could not remember which e-mail address I used for this account, and so I could not use the "lost password" form. This domain didn't have mail setup on it yet. I tried to call support for more than an hour (long distance, mind you) and all I could get was "We're sorry, all of our agents are busy. Please try your call again later".

Sorry this happened to you but in all fairness to Powweb hosting, it's YOUR responsibility to keep your password safe AND to remember which email you use for the 60 sites you administer, it says alot about the admin of the websites to ya know ;)

Cheap hosting won't get you ultra fast response time simply because they have 100's possibly 1000's of customers on board to handle. You get what you pay for and I think in this situation you are at fault here.

You need to know what email you use AND remember or store the password safe. Sorry for not understanding. Its a bad example of their other capabilities blaming them through your own faults.

Neobond,

I understand where you're coming from, but when a host says that they provide technical support, and then they refuse, that is certainly not the customer's fault. In the last week, I have made approximately 15 attempts to contact their "customer service" phone number. I was able to get through 1 time. I have sent e-mails to their tech support e-mail address. The "confirmation ticket" for the e-mails says "you will be contacted within 24 hours", yet I have been waiting over a week to hear from them. In the last few months, all requests that did get through to their e-mail that requested any form of tech support were replied with "respond to our support forums"... if they replied at all. I had a message that remained in the forum asking for assistance for almost 2 months before it was deleted. Any request for assistance in the forums that are critical of the amount of time it is taking to get things fixed, are also deleted. If you go look in their forums right now ( http://forum.powweb.com/ ) you will notice dozens of posts discussing how threads that complain about Powweb's customer service are deleted. These are started by dozens of different people, it is not just an isolated few.

Unless you are a customer of Powweb's, and have tried to contact them, you couldn't understand how frustrating it can be. I am still waiting to hear from them from my incident. I have now been banned from their forum. All because I decided to complain about how I was being treated. I still have 2 accounts with their company, and no way to obtain support for them. If I could get a hold of them by phone, I would, but all I ever get is the message that kkimmel gets.

PS... if you ARE a customer of Powweb, and are happy with their service, then maybe you could give me the phone number, or e-mail address that you use.

CWIPPERMAN,

Sorry.. it appears theres alot more to it then :( I hope you get it resolved.

Here are a few threads in their forum right now that discuss how posts are deleted from the forum:

(Obviously if you reach a link that says "this thread no longer exists".... then they have deleted the thread)

http://forum.powweb.com/showthread.php?threadid=8295

http://forum.powweb.com/showthread.php?threadid=8486

http://forum.powweb.com/showthread.php?threadid=8440

http://forum.powweb.com/showthread.php?threadid=8411

http://forum.powweb.com/showthread.php?threadid=8250

http://forum.powweb.com/showthread.php?threadid=8472

http://forum.powweb.com/showthread.php?threadid=7733


And check out this thread where someone actuall posted a poll about how customers rate their service. Apparently (I can't say it's a fact because I don't know for sure - and the only information I will say bad about Powweb is what I know to be a fact) they actuall removed "negatative" votes from the results of the poll.

http://forum.powweb.com/showthread.php?threadid=8321


These are just what I could find in about 10 minutes of looking. These are just the threads where people complain because other posts are deleted. I posted several messages that were in NO WAY inflamatory, controversial, or talk badly about Powweb or their customer service... and they were deleted. One of the last one's I posted was for someone to tell me how to remove my credit card number from their access (they have it on file in my account they have currently deleted, and in my other accounts). And, this was deleted.

Neobond,

Sorry... didn't mean to sound like I was snapping back at you. But this whole incident is so frustrating. If you haven't read my whole situation, it is here http://www.webhostingtalk.com/showthread.php?s=&threadid=72030 .

I see where you are coming from and I think also this is a failure on POWWEBS part. You are a paying customer and deserve the service you are entitled to end of story. I am webmaster for a large community and we actively "moderate" messages that flame the admins and mods because well, our service is free and we also see it as a grand opportunity for webmasters of other sites to openly attack us.

All hosts could avoid this by making a "members area" where paying customers may openly criticize the service and it can be acted upon in a secure and private area, leaving the public forums for simple pre-sales questions etc etc

I really believe that one bad experience can damage the credibility of the host where it may not be deserving. Such issues like bad hardware can't be helped immediately even when the customers have paid for their hosting something will always go tits up, its human nature.

I have a lot of experience with troublesome users, hosting and the resolve and I still think that open flaming is not the way to go.

Their current censor of the posts only serves as proof of a much needed members area or a change in their policy, because things like that don't go away on their own

Neobond:

Give me a shout when you are perfect. Some of this is my fault, yes. But they are more at fault than I am, and I dont care what anybody thinks or says. The fact is thier service... sucks. Thier admin panel, it sucks too. Thier staff sucks. The only thing that dosent suck about them is thier price.