Dubtastic
09-12-2002, 10:19 AM
My experience thus far with GearHost...
I hate to admit this, but I had a site hosted with ReadyHosting (http://www.readyhosting.com), and after the horrible service and treatment there, I decided to try out another hosting company. Since I had read positive reviews here, I went with GearHost and signed up 2 domains.
My father-in-law wanted me to develop a site for him and since I had good luck with using GearHost and the previous 2 domains, I recommended them again. In some ways, this post is difficult and surprising as everything else with GearHost has been great up until this latest experience.
I signed up on Aug 5th. What is also troubling is that GearHost advertises a free month of hosting if you refer someone, yet there is no place to enter that information during the sign in process. I submitted a trouble-ticket and was given the credit, but this should have been done automatically. After signing up I was billed soon thereafter for the Silver Account, somewhere around $101 and change. No email was sent with the FTP/IP/Login information.
A phone call was placed to GearHost (he actually forgot he signed up and wondered what the charge on his credit card was) and the lady that answered the phone could not help him. She said that Ryan was the only person who could help and he was not available. He then asked: "So you are telling me that only one person in the company can answer my question?" And she said yes. So he left a message for Ryan, to which there was no reply.
Since I am a GearHost customer as well, I posted a message in the GearHost message forums at 9/7/2002 4:15:48 PM. A day later, I recieved a reply stating I should email "While Ryan can do this it is better if you send the request [to the support email], he is very busy and may not of gotten your voicemail just yet. If you can send me that email and I can do that ASAP. Send the following info in your email: Username, Password, First and Last four digits of your CC". After reading that, I promptly sent the email with all of the information requested. Still, no reply from anyone. I guess ASAP has a different meaning than I thought. So I posted a follow up message to which I had a reply stating the information was sent. However, it was not sent to me or my father-in-law.
So on 9/11 I sent another email asking for an update. When will companies realize that communication is vital to customer service? I would not be this upset if the true problem had been communicated. However, the lack of response has me wondering. In that email, I informed them that the domain issue was still unresolved after being billed a month prior, and attempts to reach GearHost via phone (on August 21, 27, and September 4), email, and message board.
In addition to filing a discrepancy with the credit card company, I plan to file a complaint with the Better Business Bureau as well for non-delivery of goods or services, unsatisfactory service, credit/billing problems, and unfulfilled contracts. I will give them until the end of this week to handle the original order I placed.
What is so odd is that the first 2 domains were flawless. Anytime an issue is submitted through the control panel it recieves prompt and friendly attention. I am not sure where the breakdown was with this 3rd attempt, but the lack of communication on the part of GearHost is very discouraging. More discouraging is that there is apparently only one person in the company that can resolve issues. I truly hate to complain, but I honestly am disatisfied with the service this time 'round.
Just wanted to pass along my experiences, both good and bad, so other consumers can be aware.
I hate to admit this, but I had a site hosted with ReadyHosting (http://www.readyhosting.com), and after the horrible service and treatment there, I decided to try out another hosting company. Since I had read positive reviews here, I went with GearHost and signed up 2 domains.
My father-in-law wanted me to develop a site for him and since I had good luck with using GearHost and the previous 2 domains, I recommended them again. In some ways, this post is difficult and surprising as everything else with GearHost has been great up until this latest experience.
I signed up on Aug 5th. What is also troubling is that GearHost advertises a free month of hosting if you refer someone, yet there is no place to enter that information during the sign in process. I submitted a trouble-ticket and was given the credit, but this should have been done automatically. After signing up I was billed soon thereafter for the Silver Account, somewhere around $101 and change. No email was sent with the FTP/IP/Login information.
A phone call was placed to GearHost (he actually forgot he signed up and wondered what the charge on his credit card was) and the lady that answered the phone could not help him. She said that Ryan was the only person who could help and he was not available. He then asked: "So you are telling me that only one person in the company can answer my question?" And she said yes. So he left a message for Ryan, to which there was no reply.
Since I am a GearHost customer as well, I posted a message in the GearHost message forums at 9/7/2002 4:15:48 PM. A day later, I recieved a reply stating I should email "While Ryan can do this it is better if you send the request [to the support email], he is very busy and may not of gotten your voicemail just yet. If you can send me that email and I can do that ASAP. Send the following info in your email: Username, Password, First and Last four digits of your CC". After reading that, I promptly sent the email with all of the information requested. Still, no reply from anyone. I guess ASAP has a different meaning than I thought. So I posted a follow up message to which I had a reply stating the information was sent. However, it was not sent to me or my father-in-law.
So on 9/11 I sent another email asking for an update. When will companies realize that communication is vital to customer service? I would not be this upset if the true problem had been communicated. However, the lack of response has me wondering. In that email, I informed them that the domain issue was still unresolved after being billed a month prior, and attempts to reach GearHost via phone (on August 21, 27, and September 4), email, and message board.
In addition to filing a discrepancy with the credit card company, I plan to file a complaint with the Better Business Bureau as well for non-delivery of goods or services, unsatisfactory service, credit/billing problems, and unfulfilled contracts. I will give them until the end of this week to handle the original order I placed.
What is so odd is that the first 2 domains were flawless. Anytime an issue is submitted through the control panel it recieves prompt and friendly attention. I am not sure where the breakdown was with this 3rd attempt, but the lack of communication on the part of GearHost is very discouraging. More discouraging is that there is apparently only one person in the company that can resolve issues. I truly hate to complain, but I honestly am disatisfied with the service this time 'round.
Just wanted to pass along my experiences, both good and bad, so other consumers can be aware.