Well ive been with Innohosting now for 6 months and what started out as quite promissing turned into a big dissapointment.

I first started to question my decision after buying an SSL Cert from them. It took 3 days to get installed because my ticket had been left in Sales instead of Support so when i contacted them to find out what was going on the first response was that Sales was closed. When i pointed out that it wasn't a sales issue because i had already purchased the SSL from them and was waiting for an install i was told my ticket had been left in the wrong place. Then i was told that they didn't have any spare IPs and they didn't know when they would get any in. So at this point ive got my customer demanding to know why something that takes a few minutes had turned into 3 days i really didn't know what to say. Another phone call to support and think it was Alex that i spoke to. He then said they may be able to source an IP from a different rack or something, i really didn't understand what he was talking about but anyway, he took responsibility and got it sorted.

I really wasn't happy about the whole situation as my reputation rely's on how Innohosting deal with things so i posted my dissatisfaction on the forum and along comes Rameen and closes the thread saying that if i have a complaint then please email them rather than posting in the forum. This makes me think that they really don't want anyone seeing any complaints.

Then last week an announcement is made that there will be an Emergency Security Audit on Server 9. Fair enough, these things happen and its great that they are on top of it. A couple of days later they release another announcement stating that they will be migrating all accounts to a new server shortly. A few hours later there is another annoucment saying that there is a problem with the new server so the migration is on hold. So at this point ive had to tell my customers that im about to migrate their accounts only to have to tell them a day later that im not.

Another couple of days pass and there is another announcement. This time saying that the new server is good to go and the migration will be taking place within the next 4 hours. So, i email my customers again to say that i will be starting the migration within the next 4 hours. 26 hours later there is no news so i call support to find out what's going on. He tells me i'll have to open a ticket and offers to open the ticket for me. I then get an email from Chris asking me not to phone support for any updates but to open a ticket instead and reminding me that he had posted that in the announcement thread and he will make a new announcement shortly. This just winds me up so i reply with "Im sorry Chris but my customer's businesses are a little more important than me remembering to open a support ticket instead of calling support".

A few minutes later and a new announcement. This time saying that the migrations have started and they are currently on the letter "E". Now as my account starts with "A" this makes me think that me and my clients have been migrated. So i look in my WHM to see the IPs and reply to Chris pointing out the IPs shown in my WHM and asking if that does indeed mean that me and my customers have been moved. His reply:
The migration is carried out in order irregardless of the reseller status. That said, your reseller domain should be migrated, but doesn't me all your clients have.

I'm not sure how mentioning the IPs would assist with anything. *.191 is the shared IP. If you are seeing anything other than *.8 or *.201 you have not propagated or have been migrated yet. How can me giving him the IP addresses mean nothing? Surely he only needs to check something and say, "yes they are in the new IP range"?

So i reply asking how the accounts are being moved, assuming that it would be by Reseller Account. So if your Reseller Account name starts with "A" then you would be the first to go. IT seems not though because instead of doing it by Reseller Account they are doing it by each individual account which means that half of my clients have been moved and the other haven't!

ITs at this point that i decide enough is enough and call my other provider VidaHost and ask them if they can do an emergency transfer for me because if im going to have half my clients in limbo then id just as well transfer the whole lot over to a provider i know i can rely on.

So i go to cancel my account and get onto live chat and speak to Rameen. He's not particularly bothered and reminds me that if i want to cancel my account then i should read their TOS. So i submit my cancellation ticket, go on to their forum and tell them in their "Free Speach" thread how unhappy i am at the situation. After submitting the thread im kicked off the forum with my membership removed.

I have no doubt that my thread there will be removed or just closed with a sarcastic reply that im now not going to get to see as last time i dared to publically express my unhappiness the thread was closed with a message saying to submit any complaints to them directly.

I was originally with HostGator but despite amazing uptime with them the only time i could get a support issue resolved was if Brent got involved. The only reason i left them in the first place was simply because i felt that Brent shouldn't have to get involved with the smallest things because his staff were useless. I chose Innohosting based on the reviews on this forum and i should have just moved everything over to VidaHost in the first place.

The problem with Innohosting i think is that they seem to forget that their resellers reputation relys on their support. If they don't keep us updated with problems and reply to support tickets in an informative manner then it reflects on us.

Innohosting have now made their forums private. Since i joined them there have been a couple of complaints made with each thread immediately closed and it makes me wonder now if the reason they have made their forums private is so potential customers can't see any of the complaints to make their own minds up.

To anyone considering Innohosting, be very carefull. If you really want to be looked after, be on secure servers and expect support you can truely rely on then go to VidaHost!

Thank you for a very detailed review. One thing that I want to point out though that they are probably migrating accounts using whm transfer option so all the accounts are transferred in alphabetical order despite it being a reseller account or not.

Interesting, usually only hear good reviews from InnoHosting. Thing that surprises me the most is that they obviously try and hide complaints.

Andrew,

When you make a detailed review on our own forums, and then a detailed review here, it's pretty clear you have some kind of vendetta against us..

But that said, it's important that when you do write a review, you remain honest, open and address all aspects, not the bits that suite you.. So I will go ahead and shine the other side of the story:

I first started to question my decision after buying an SSL Cert from them. It took 3 days to get installed because my ticket had been left in Sales instead of Support so when i contacted them to find out what was going on the first response was that Sales was closed. When i pointed out that it wasn't a sales issue because i had already purchased the SSL from them and was waiting for an install i was told my ticket had been left in the wrong place. Then i was told that they didn't have any spare IPs and they didn't know when they would get any in. So at this point ive got my customer demanding to know why something that takes a few minutes had turned into 3 days i really didn't know what to say. Another phone call to support and think it was Alex that i spoke to. He then said they may be able to source an IP from a different rack or something, i really didn't understand what he was talking about but anyway, he took responsibility and got it sorted.

This isn't entirely true. You didn't know how to generate a CSR, fair enough - no problem, we went ahead and generated one for you.

After a few emails, we find out that the email address the certificate was supposed to be sent to wasn't even set up at your end.

Remember when you said this?:

Hi Chris,
Its too late as ive approved the order, now I know I can be sure the same mistake isn’t made again.

Where do we go from here?

Regards,
Andrew

Again, not a problem - we revoked the SSL certificate, generated a new CSR and ordered another SSL certificate that you were happy with. This was installed within roughly 24hrs as per our usual Sales response times. Tickets in Sales are not 24x7. We have mentioned this several times.


Then last week an announcement is made that there will be an Emergency Security Audit on Server 9. Fair enough, these things happen and its great that they are on top of it. A couple of days later they release another announcement stating that they will be migrating all accounts to a new server shortly. A few hours later there is another annoucment saying that there is a problem with the new server so the migration is on hold. So at this point ive had to tell my customers that im about to migrate their accounts only to have to tell them a day later that im not.

Another couple of days pass and there is another announcement. This time saying that the new server is good to go and the migration will be taking place within the next 4 hours. So, i email my customers again to say that i will be starting the migration within the next 4 hours. 26 hours later there is no news

You say you are understanding and understand things happen, but clearly this has not been the case.

We posted there was a cPanel bug.. cPanel claimed they fixed it, it wasn't fixed. We got in touch with cPanel again, they did finally fix it. We continued with migration and have been providing hourly updates as well.

You also fail to mention what else Chris said. Chris told you to not open ticket asking for status updates as they will be posted on the forums when an update is available. Instead, Chris had provided his telephone number on the forums urging all customers and you to contact him specifically if you need status updates or have a problem. In the same ticket you are referring to, Chris did say the same thing to you, that you are welcome to call him up.

How can me giving him the IP addresses mean nothing? Surely he only needs to check something and say, "yes they are in the new IP range"?

I'm failing to see the problem here. Chris responded telling you why it didn't matter and elaborated on your question.

So i reply asking how the accounts are being moved, assuming that it would be by Reseller Account. So if your Reseller Account name starts with "A" then you would be the first to go. IT seems not though because instead of doing it by Reseller Account they are doing it by each individual account which means that half of my clients have been moved and the other haven't!

That is how migrations work. The way we were doing it meant there was no disruption to service - no downtime. It was a completely seamless migration. So yes, as supported by another post above migrations are done alphabetically.

So i go to cancel my account and get onto live chat and speak to Rameen. He's not particularly bothered and reminds me that if i want to cancel my account then i should read their TOS. So i submit my cancellation ticket, go on to their forum and tell them in their "Free Speach" thread how unhappy i am at the situation. After submitting the thread im kicked off the forum with my membership removed.

That is not true.
1. You came onto live chat, I asked you why you wished to cancel. I asked you "Is this migration causing any issues or disruption to your site?"

Your replied "No". I then listened to your concerns and tried to explain how we were doing things and addressing your concerns. You didn't want to listen, you told me you had already moved. What else did you want me to do? There was nothing else left for me to do so I answered your original question.

2. Our forums are for our customers entirely. They are not open to the public as it's not a public forum. When you cancel your account, your forum membership is also revoked. I told you this myself on a support ticket which conveniently you failed to mention.

I have no doubt that my thread there will be removed or just closed with a sarcastic reply that im now not going to get to see as last time i dared to publically express my unhappiness the thread was closed with a message saying to submit any complaints to them directly.

We don't remove reviews posted on our forums. If we respond to a review, then we do close it.. In your case, for the sake of proving you otherwise, your thread is still there, open and free for others to respond to.

The problem with Innohosting i think is that they seem to forget that their resellers reputation relys on their support. If they don't keep us updated with problems and reply to support tickets in an informative manner then it reflects on us.

That's quite the opposite. We go out of our way to make fast communication channels available for the customer. All we ask is the customer follows the instructions as it allows us to provide to respond efficiently.

Once the migration started, we have been providing hourly updates, judging by what you have said, it's clear we have already provided many updates.


Innohosting have now made their forums private. Since i joined them there have been a couple of complaints made with each thread immediately closed and it makes me wonder now if the reason they have made their forums private is so potential customers can't see any of the complaints to make their own minds up.

"Now" we made them private? Not true at all. Our forums have been private for over a year. On our "free speech" section we have less then 5 negative reviews, but 3 pages of positive reviews. It would work out on our favour (if you saw the positive review under yours with a customer saying s/he wished the forums were public as they would have signed up much sooner after seeing our reviews) to actually open that section up. In actuality, it is something we have been pushing for - however it is the customers that don't want it opened up because some use the same username as on WHT and simply don't want others to know who they host with. So no Andrew, we didn't make the forums private "now" it's been like that before you even joined.

That said, our forums are not the only place you find reviews. People interested in InnoHosting should do a search here and see what public reviews we receive.

o anyone considering Innohosting, be very carefull. If you really want to be looked after, be on secure servers and expect support

Quite a harsh statement to make.

From your post, I have deduced:
1. You were not happy with the SSL provisioning process

2. You were not happy that we didn't provide more frequent updates to this migration (despite Chris providing his telephone number specifically for updates)).

Other than that, you uptime was great, support was actually great as admitted by you on a ticket. You have been able to contact us through any method you wish, be it live chat, telephone or ticket. So if you mean if people don't want high uptime, fast servers, responsive support through any channel they wish - then yes, they should be careful with signing up with us, because that's what we provide and have provided you evidently.

My personal opinion is that this review has been written in hatred (it's your second negative lengthy review). Rather than provide true & accurate information, you have skewed the review towards it looking great on you. Your only ambition is to inflict something negative onto us all because things didn't go *exactly* your way.

I'm deeply sorry you have not been happy with us, as I personally go way out of my way in ensuring each and every customer is happy. Anything negative sent to me, I always follow up a few months down the line to see how the customer is feeling now and have a good chat with them to ensure they remain happy.

You were unhappy about the way we handled 1 issue (out of 6 months!), you were also unhappy with the support HostGator gave you. Won't be long before you're unhappy with your new host if this trend continues.

If I could go back and do this all again, honestly, I wouldn't change a thing. As we provided prompt support, we provided high uptime - The migration itself caused no disruption or downtime to you - it was completely seamless. There is honestly nothing more we could have done.

Interesting, usually only hear good reviews from InnoHosting. Thing that surprises me the most is that they obviously try and hide complaints.

Obviously? Are you a customer? Have you ever been a customer? Does your involvement in this thread go any further than attempting to flash your signature against a competitor? :eek:

Obviously? Are you a customer? Have you ever been a customer? Does your involvement in this thread go any further than attempting to flash your signature against a competitor? :eek:

Hi Rameen,

There is no need to let your frustration out on me. By reading your customer's post it seemed to me that by removing two of his negative reviews that you are trying to hide them. However, this is only his point of view, and you have had your chance to respond to that. He said you deleted it, you said you closed it. As your forum is private, it's pretty much your word against his for now.

You'll also notice I mentioned that you usually get good reviews. I was hardly attempting to bash your company in any way. I apologise if it came across that way.

Hi Rameen,

There is no need to let your frustration out on me. By reading your customer's post it seemed to me that by removing two of his negative reviews that you are trying to hide them. However, this is only his point of view, and you have had your chance to respond to that. He said you deleted it, you said you closed it. As your forum is private, it's pretty much your word against his for now.

You'll also notice I mentioned that you usually get good reviews. I was hardly attempting to bash your company in any way. I apologise if it came across that way.

I have no frustration let out..You said "obviously" we remove posts. But if it's his word against mine, then why is it obvious. He said we closed one of his threads, which is true. We do close threads where we believe it has been addressed and nothing else can come of it. He then said "probably" will remove. What particularly stopped you from removing your signature?

I'm sorry if I came across defensive in anyway, but it does bother me when the sole purpose of responding to a thread is simply to show your signature which is how your thread has come across..

I have no frustration let out..

It seemed to me as though you were getting a bit aggressive.

You said "obviously" we remove posts. But if it's his word against mine, then why is it obvious. He said we closed one of his threads, which is true. We do close threads where we believe it has been addressed and nothing else can come of it. He then said "probably" will remove.

As he mentioned two separate occasions, it seemed to me as though you were removing negative reviews. Perhaps "obviously" was the incorrect word to use.

What particularly stopped you from removing your signature?

Nothing. My signature is automatically set to be added. I don't usually go into a post thinking "Hmm, should I show my signature or not?".

I'm sorry if I came across defensive in anyway, but it does bother me when the sole purpose of responding to a thread is simply to show your signature which is how your thread has come across..

I actually was expressing my surprise that a company with such a good reputation around here would do such a thing.

I'll apologise again, as I think you are taking my post in a way it was not intended. I'll retract what I said, as it seems to have offended you.

Nothing. My signature is automatically set to be added. I don't usually go into a post thinking "Hmm, should I show my signature or not?".

I'll apologise again, as I think you are taking my post in a way it was not intended. I'll retract what I said, as it seems to have offended you.

As mentioned before, it is how your post came across. Without any experience to say we do something you're not sure of about my company isn't something I particularly appreciate.

But I don't want to argue with you, maybe it was just the way I perceived. I will leave it that... :agree:

Oh no, Cats and Rameen, cool down...
You are "quarelling" publicly when actually
there is no need for it. Review given,
answered, done.

Let the reader be the judge... :)

The OP has not even replied yet.

(I think it's cool I posted because my sig does
not compete with any of you. Cool eh? ;P )

Oh no, Cats and Rameen, cool down...
You are "quarelling" publicly when actually
there is no need for it. Review given,
answered, done.

Let the reader be the judge... :)

The OP has not even replied yet.

(I think it's cool I posted because my sig does
not compete with any of you. Cool eh? ;P )

Haha. I think its all settled, just down to different perceptions, as always ;)

Cool down :-)

Oh no, Cats and Rameen, cool down...


Cool down :-)

Will do! :cool:

Andrew,
Did you or your customers experience any downtime?

Obviously? Are you a customer? Have you ever been a customer? Does your involvement in this thread go any further than attempting to flash your signature against a competitor? :eek:

Rameen...I know it sucks...but sooner or later you're going to have a bad review even if you have an overall good service. I've seen all the positives on this site about your service, you have nothing to worry about.

The OP has not even replied yet.

(I think it's cool I posted because my sig does
not compete with any of you. Cool eh? ;P )
I also left my sig. in ;)

I doubt the OP will post for a while,
he's finding out how busy he is migrating 1 reseller account,
to..... shhhh. you shouldn't say !

It's actualy a shame both parties are obviously unhappy, but
that is life.

Haha. I think its all settled, just down to different perceptions, as always ;)

Lets look at this reasonably... a former client decides to go on a rampage on both forums they are not being open and honest they are trying to do damage.

Then a competitor , chimes in with words that would anger anyone. It had the appearance or kicking someone when they are down , which is not very flattering.

No provider is perfect , not even you cats... I have a friend hosted with you , no I wont out them . Not to sling dirt but your service isn't perfect either , every provider can have had issues. Some clients , wont be happy no matter what you do.

Before you joy in someone else's client issue you might want to stop and think that next time this could be you.

InnoHosting offers great service. Chris and Rameen go WAY out of their way to please a customer. That being said, I think it's time to close this thread.

I doubt the OP will post for a while,


No doubt there will be a looooong winded response soon... :agree:

Andrew,

When you make a detailed review on our own forums, and then a detailed review here, it's pretty clear you have some kind of vendetta against us..

But that said, it's important that when you do write a review, you remain honest, open and address all aspects, not the bits that suite you.. So I will go ahead and shine the other side of the story:



This isn't entirely true. You didn't know how to generate a CSR, fair enough - no problem, we went ahead and generated one for you.

After a few emails, we find out that the email address the certificate was supposed to be sent to wasn't even set up at your end.

Remember when you said this?:
Rameen,

Like it or not you do have un happy customers, im afraid its part of business but to suggest that i "hate" you is a little excessive and does tend to show your age a little

How exactly have i not been truthful? I merely forgot part of the saga but as you've brought this part up i will be happy to elaberate.

You are right, i didn't know how to generate the CSR but Craig in the very ticket you reference asked for this information, and i take all of this from the very ticket:
We'll need the following information to help you generate the CSR:

Email Address to which the Cert will be sent:
Host for which to make cert (usually www.yourdomain.com):
State:
City:
Country(2 Letter Abbreviation):
Company Name:
Company Division:
Email:
Password:

After responding with this information we can generate the CSR for you and it will be emailed to you.
After providing you this information you then order the SSL and have it sent to a completely different email to the one provided so why is it that you ask me to specify an email address but then completely ignore the one provided and send it to one that doesn't exsit?
This was purchased on the 24 April. On the 25 of April i reply to the ticket asking for an update where Chris asks:
Have you not received an email from geotrust at admin@xxxxxxxxx to approve the order? If not, I'll need to terminate the order and push a new one. The email will need to be verified before finalizing the order.
I reply half an hour later with:
Hi Chris,

That was not the email I asked you to use, I asked you to use andrew.xxxxx.xxxx@xxxxx.com.

Regards,

Andrew
Chris replied 20 minutes later with:
Andrew,

I'm not seeing the request and I may have overlooked it. Due to the verification process, we cannot choose which email to send the verification email to. It either has to be the email contact listed in the WHOIS for the domain or as we mention and is required, admin@ssldomain.com.

Please note, the email entered for the CSR generation has nothing to do with the SSL order authorization. I hope this clears up any confusion.

Regards,
Chris
InnoHosting Rapid Response

So, we have Craig asking me to specify an email address which i do which is then completely ignored. Whether or not the verification is required to be sent to a specific email address or not is neither here nor there because you asked for information, i provided it and you ignore it.
Then 18 minutes later i replied stated id now created this imaginary email address so that you can do whatever it was you needed to do. I then receive an email from the SSL people which contains my home telephone number and i update the ticket saying:
Ive received the order email and approved the order. I am confused however that you asked me to provide an email address along with other information in the second reply to this ticket however it seems to have been ignored. Instead, when I go to approve the order I find my personal email address of MyPersonalEmailAddress listed along with my home phone number. I don't know whether it is a case of you guys not receiving many SSL orders or what but this kind of information should be covered and asked for because had you asked me then I would have provided alternatives as im sure you can appreciate that I really don't want my personal email address along with my home telephone number out there in the public domain. As I am running a business I would have preferred to have my business email and my business telephone number used.
To which Chris replies

The reason for the first email is simply for the CSR request. All certifications are ordered with the information from your billing profile. If you haven't approved the order, please provide me the EXACT details you wish to have listed in the certification itself.
At this point we've already gone past the 36 hour mark and id already approved the order as you had asked me to. A full day later Rameen pops on the ticket and says:
Those details are simply verification details. SSL certificates are for two reasons - Verification and Encryption. Your billing details will not be on the cert itself, it is simply used for verification reasons.

The certificate details will have *at most* the information used to generate the CSR which was the information you provided:

Host for which to make the cert: www.xxxxxxxx.net

State: Hull

City: Hull

Country: GB

Company name: Lorrimar Scales

Company Division: Technical

Email: technical@xxxxxx.net

Apart from the above, nothing else will be viewable or even part of the certificate.

Please provide the certificate so we can go ahead with installation.
2 hours later i reply with the details id been provided again. 9 hours later i reply to the ticket again asking for an update, then again 22 hours later. At this point i decide to give support a call and actually speak to Dennis G, not Alex who informs me that they don't have any spare IPs but finally on April 27 @ 6:53pm i receive a reply from Chris to let me know that its finnally been finished.

So again Rameen, where have i lied exactly? If you want to quote parts of a ticket then please include each paragraph rather than the bits you think make you look good ;)



You also fail to mention what else Chris said. Chris told you to not open ticket asking for status updates as they will be posted on the forums when an update is available. Instead, Chris had provided his telephone number on the forums urging all customers and you to contact him specifically if you need status updates or have a problem. In the same ticket you are referring to, Chris did say the same thing to you, that you are welcome to call him up.
In fact Rameen if you read through my post again you will see that i did say
I then get an email from Chris asking me not to phone support for any updates but to open a ticket instead and reminding me that he had posted that in the announcement thread and he will make a new announcement shortly
However at no point have i spoken to Chris directly about the issue so how exactly can he have told me personally to call him up?

That is not true.
1. You came onto live chat, I asked you why you wished to cancel. I asked you "Is this migration causing any issues or disruption to your site?"

Your replied "No". I then listened to your concerns and tried to explain how we were doing things and addressing your concerns. You didn't want to listen, you told me you had already moved. What else did you want me to do? There was nothing else left for me to do so I answered your original question.
I did not want you to do anything as this point Rameen. I had already made it clear that i had moved my accounts. My comment about you appearing "not particularly bothered" is my own observation ;)

2. Our forums are for our customers entirely. They are not open to the public as it's not a public forum. When you cancel your account, your forum membership is also revoked. I told you this myself on a support ticket which conveniently you failed to mention.
Rameen when i signed up with you 6 months ago your forums were not private at all. I remember this in particular because i spent a good two days reading through it to gage whether i should sign up with you or not. In actual fact there is a thread on your forum which is maybe a month old where there is a conversation between you and some other members about making the forum private.

We don't remove reviews posted on our forums. If we respond to a review, then we do close it.. In your case, for the sake of proving you otherwise, your thread is still there, open and free for others to respond to.
And yet invisible for potential customers to view

Quite a harsh statement to make.

From your post, I have deduced:
1. You were not happy with the SSL provisioning process

2. You were not happy that we didn't provide more frequent updates to this migration (despite Chris providing his telephone number specifically for updates)).

Other than that, you uptime was great, support was actually great as admitted by you on a ticket.
Which ticket are you referring to in which i say that your uptime was great and you had great support?
There are a couple of posts from me actually in the forum saying quite the opposite. Infact there are a couple of occassions where i have pointed out during discussions that uptime is not great in comparison to HostGator and support can be hit and miss. Perhaps you would like to provide the ticket number so you can pick bits out of it to suit you and then i can come back and post the actual contents?

My personal opinion is that this review has been written in hatred (it's your second negative lengthy review). Rather than provide true & accurate information, you have skewed the review towards it looking great on you. Your only ambition is to inflict something negative onto us all because things didn't go *exactly* your way.

I dont hate you Rameen or your company. As ive already said at the beginning of my reply, such a comment does show your immaturity as does attacking other forum members for posting their opinion. The purpose of a forum Rameen is so that like minded people can come to a place and share their opinions on a subject. The member who posted his opinion had every right to do so. Based on the information he had read he was able to form an "opinion" and chose to share his "opinion".

At no point in my review here or on your forum have i twisted anything. In fact it is quite clear that it is you who are twisting the facts in a pathetic attempt to make your company and the way you and Chris handle your customer's businesses 'save face'. This is perfectly clear from both your immature comments and the fact that you chose to take parts of a ticket and edit those parts to make you look better whereas anyone can now see the actual, factual and true contents of that ticket.

Your reply merely shows if anything that you need to grow up and gain some life experience. You chose to setup a business which provides services to other customers so that they may themselves setup a business. By doing so you have opened yourself up to review and from time to time which is both apparent in both your own forums and on WHT you will have unhappy customers. Attempting to twist and edit ticket contents to make yourself look better doesn't do anything other than make you look immature. The beauty of a ticket system is so that when in cases of dispute such as this, there is a complete and uneditable history. While i say uneditable im sure you could go into phpMyAdmin and edit the contents if you wished and frankly, based on your response its not something i would put past you.

As i said in both my original post here and on your forums, you should try to learn from your mistakes. You hold people's businesses in your hands and any actions taken by you can make or break a business so when you do not keep your customer's updated to issues which are affecting their businesses and their reputation it reflects against them. So, instead of trying to 'save face', how about you man up and except that you let your customers down, apologise and make sure it does'nt happen again ;)

I also left my sig. in ;)

I doubt the OP will post for a while,
he's finding out how busy he is migrating 1 reseller account,
to..... shhhh. you shouldn't say !

It's actualy a shame both parties are obviously unhappy, but
that is life.
Your right, ive been in bed all day after spending the night moving my customers and making sure their websites all work which is something that is important to me ;)

InnoHosting offers great service. Chris and Rameen go WAY out of their way to please a customer. That being said, I think it's time to close this thread.
Someone else fond of closing threads because people don't like what is being said :( Im pleased you are happy with IH and wish you every success but have the respect to understand that not everyone shares the same opinion as you ;)

No doubt there will be a looooong winded response soon... :agree:
And now there is :agree:

Like it or not you do have un happy customers, im afraid its part of business but to suggest that i "hate" you is a little excessive and does tend to show your age a little

I honestly don't see why me defending my company has anything to do with maturity. You post a review, I respond. You don't have to launch personal attacks to get your message across.

So, we have Craig asking me to specify an email address which i do which is then completely ignored. Whether or not the verification is required to be sent to a specific email address or not is neither here nor there because you asked for information, i provided it and you ignore it.
Then 18 minutes later i replied stated id now created this imaginary email address so that you can do whatever it was you needed to do.

Imaginary? If you had taken 5 minutes to follow the instructions set out in the Welcome Guide pdf document, it has step by step instructions for acquiring an SSL certificate, complete with screenshots and information about the email set up.

A response to a Sales email can take upto 24hrs. How many times must I mention this?

What exactly did I edit. I included parts which were relevant. There is a huge difference.

But fine, you can nit pick about taking 3 days to receive your SSL certificate. I have nothing more to say on that matter. I'm not sure how many times I need to say Sales is not 24hrs for you to understand.

Rameen when i signed up with you 6 months ago your forums were not private at all. I remember this in particular because i spent a good two days reading through it to gage whether i should sign up with you or not. In actual fact there is a thread on your forum which is maybe a month old where there is a conversation between you and some other members about making the forum private.

No Andrew. You are wrong. They were private. The thread you are referring to was a discussion regarding us making them public again.

At no point in my review here or on your forum have i twisted anything. In fact it is quite clear that it is you who are twisting the facts in a pathetic attempt to make your company and the way you and Chris handle your customer's businesses 'save face'. This is perfectly clear from both your immature comments and the fact that you chose to take parts of a ticket and edit those parts to make you look better whereas anyone can now see the actual, factual and true contents of that ticket.

Your reply merely shows if anything that you need to grow up and gain some life experience. You chose to setup a business which provides services to other customers so that they may themselves setup a business. By doing so you have opened yourself up to review and from time to time which is both apparent in both your own forums and on WHT you will have unhappy customers. Attempting to twist and edit ticket contents to make yourself look better doesn't do anything other than make you look immature. The beauty of a ticket system is so that when in cases of dispute such as this, there is a complete and uneditable history. While i say uneditable im sure you could go into phpMyAdmin and edit the contents if you wished and frankly, based on your response its not something i would put past you.

I find it ironic you talk about maturity, twisting, and editing things when you yourself resort to making personal attacks for the simple reason I defended the company. Nothing was edited, I included the relevant parts of the ticket. I could have disabled access to your tickets, I could have modified the tickets - but I didn't. But for you to come here and out of hatred and insult us - well that certainly says something about you and the credibility of your review.

Look at the way you have attacked DrZim just because he defended us:

Someone else fond of closing threads because people don't like what is being said Im pleased you are happy with IH and wish you every success but have the respect to understand that not everyone shares the same opinion as you

There is a reason we grow everyday, there is a reason we receive recommendations on an almost daily basis, there is a reason we have been in business for almost 5 years successfully with a great positive to negative review ratio. If we don't run a good business, then why are we still here? Why do people insist on defending us on this very post? Why do people post positive reviews about us? Why do they recommend us? Maybe it's worth taking some of your own advice.. perhaps?

All that said, I believe I have said everything I could say. So I will leave it that. Good luck with your business, again I'm sorry we couldn't live up to your expecations.

All the best with the future :agree:

Should all of this dirty laundry be discussed in an open forum?

There was a complaint, there was a response, and then a rebuttal. Can we leave it at that and let them work this out privately?

Look at the way you have attacked DrZim just because he defended us:How exactly did i attack DrZim? I think you perhaps need glasses or something Rameen, read the post again :eek:

You continue to go on about "hatred", what planet are you on? I have honestly, in all my 36 years never read such twoddle.

Let me give you a piece of advice Rameen from someone obviously older and considerably wiser:

When you receive a complaint follow this proceedure:

1) Listen to the complaint
2) Apologise and ask if there is anything you can do rectify the situation
3) If the customer is adamant they are not happy then simply say something like,
I am very sorry that you feel the way do, if there is anything i can personally do to resolve this for you then please don't hesitate to contact me. If you are decided you wish to leave us then im very sorry to lose you and im very sorry if you feel we have let you down in any way but i wish you every success for the future.Do not attempt to belittle them by taking parts of a conversation and editing them to make yourself look big because it only makes you look small.

Every company receives both positive and negative reviews, no matter what industry but it is up to the company Directory or CEO depending which country you are in, to accept this and learn to live with it.
There is a reason we grow everyday, there is a reason we receive recommendations on an almost daily basis, there is a reason we have been in business for almost 5 years successfully with a great positive to negative review ratio. If we don't run a good business, then why are we still here? Why do people insist on defending us on this very post? Why do people post positive reviews about us? Why do they recommend us? Maybe it's worth taking some of your own advice.. perhaps?
As does HostGator, BlueHost, Rackspace, Fasthosts and every other hosting company. Why do you think that makes you special? Makes you different from any of the other hosting companies listed in this very forum? I will defend VidaHost until im blue in the face because they will do nothing but bend over backwards to make me happy but there may well be others who feel completely differently.

You are a small fish in a very deep pond and it is how you conduct yourself in public that makes you stand out from crowd ;)

I have said it repeatedly and i will say it again: I do not hate you or your company and such a suggestion is beyond childish. I am not happy with the service i received and one of the purposes of this forum is for customers to share their personal experience with hosting companies. Accept that you do have and will have unhappy customers from time to time but instead of trying to belittle them, listen to their complaint and learn from it so that you can ensure it doesn't happen again.

I wish you, Chris and your company every success and only hope that you take some of this onboard and learn from it ;)

How exactly did i attack DrZim? I think you perhaps need glasses or something Rameen, read the post again

You continue to go on about "hatred", what planet are you on? I have honestly, in all my 36 years never read such twoddle.

Let me give you a piece of advice Rameen from someone obviously older and considerably wiser:


I will, for the sake of keeping the peace, ignore that comment. My eyesight is good - thank you.





When you receive a complaint follow this proceedure:

1) Listen to the complaint
2) Apologise and ask if there is anything you can do rectify the situation
3) If the customer is adamant they are not happy then simply say something like,


Thank you for your advice. I believe when I apologised twice, asked you on live chat what is wrong and wished you the best has sufficed. But point taken.


Do not attempt to belittle them by taking parts of a conversation and editing them to make yourself look big but it only makes you look small.

I'm sorry if it appeared that way. But when you are so passionate about a business you have worked so hard for, I feel I deserve to defend it. I will take your point onboard, and keep in mind for the future.


I have said it repeatedly and i will say it again: I do not hate you or your company and such a suggestion is beyond childish. I am not happy with the service i received and one of the purposes of this forum is for customers to share their personal experience with hosting companies. Accept that you do have and will have unhappy customers from time to time but instead of trying to belittle them, listen to their complaint and learn from it so that you can ensure it doesn't happen again.

I realise this, and I have nothing against anybody posting a review about us. But it's vital to understand that this forum is also a medium for the host to respond to those reviews and address concerns expressed publicly. How it may appear to you or someone else, is a judgement call. The same way you believe I have belittled you, I believe your intentions of this thread go deeper than a mere review. But like I said, that is more of a judgement call.


I wish you, Chris and your company every success and only hope that you take some of this onboard and learn from it ;)

Thank you. All feedback is taken onboard, likewise this has. I will keep your opinions in mind for the future.

As mentioned before, all the best with your business too. :agree:

I wish you, Chris and your company every success and only hope that you take some of this onboard and learn from it ;)

Thank you. All feedback is taken onboard, likewise this has. I will keep your opinions in mind for the future.

As mentioned before, all the best with your business too. :agree:

Looks like a mostly happy ending after all! </thread>


Alex