I've been with Gearhost for a while now and I have to say that as a customer, I am very satisfied with their service. Their support, however is another matter.
For some reason, my login password for the iControl account stopped working. I went ahead and reset it, using my registered email address. I never received the authentication email and am now locked out of my account. I promptly called Gearhost and (surprise surprise) I was unable to talk to a support tech. I left a message like the answering machine asked me to, stating my issue, but have not received the promised reply. That was 4 days ago. I AM able to FTP and administer my account, so site upkeep is not the problem, but I can't login to iControl.
I've called several more times but keep getting the answering service. Does anyone but Ryan work there?
I am pinning my hopes on the fact that he will read this message and weed out the problem. Has anyone else been left in the lurch like this?

deepshine, im sorry. My advise (although very profound): grab your bags and find another host.

Gearhost has been very busy lately working on many new features and upgrading some things. Although this should not be an accuse, I would give them the benefit of the doubt.

I have been with GH for over 3 months now and I would grade their support as follows:
Online Support: B+
Telephone Support: D
Helpful Information: C+

OVERALL SUPPORT: B-

Actually all customers were emailed with the proper steps on how to reset their password after some iControl changes were made last week. Like you said though this did not affect FTP or your website, just the iControl login. Now if you didn't keep a correct email address on file the reset password will not work and you would not have received the emails stating the problem and solution. Our support always states to keep your email that's on file, up-to-date. If not, this type of problem happens.

If you have not called and spoke with a tech then you should email support (support@gearhost.com ) since you cannot open a support ticket either and this will get promptly answered. Otherwise you can visit the GearHost support forums that are on our site.

Originally posted by ryank
Our support always states to keep your email that's on file, up-to-date. If not, this type of problem happens.

Thanks for the reply Ryan. I claim full responsibility for the error of not updating my email. Quite honestly, since everything runs so well, I hardly check in to iControl.

If you have not called and spoke with a tech then you should email support (support@gearhost.com ) since you cannot open a support ticket either and this will get promptly answered. Otherwise you can visit the GearHost support forums that are on our site.

OK. I took your advice and emailed support on 9/16. It's been 5 days and I still have not received a reply. I have called the support line a few more times, but can never get through to anyone, and since my last call was not returned, I'm hesitant to leave another voice message. Just thought I'd give you some feedback.

To add to the issues, I am now having problems with FTP as well. Sigh.

Thanks for the update. Please keep me informed and please send me any copies of emails sent to support to my email address so that I can handle this ASAP. I agree with you and will have one of the techs look into your account and contact you.

Great Followup Ryan. I figured it would be something along these lines, given that you've started (or atleast i just noticed) advertising here.

-WC-

Is gearhost's control panel down, I tried it in Netscape and once logged in with demo demo , I don't see anything to click on the left.

My password did not work a few weeks back, i phoned up , i think i spoke to ryank in fact, he changed my password there and then and explained what was going on, support for me has been excellent.

Regards
Ben

musta caught him on a bad week aye?

Bad day maby?:D

Originally posted by chrisb
Is gearhost's control panel down, I tried it in Netscape and once logged in with demo demo , I don't see anything to click on the left.

Our control panel is not *fully* Netscape compatible but iControl v2.0 will be compatible will all the major browsers.

Originally posted by ryank
Thanks for the update. Please keep me informed and please send me any copies of emails sent to support to my email address so that I can handle this ASAP. I agree with you and will have one of the techs look into your account and contact you.

As I was sending you a copy of the email, I received a note from Robert in your Hosting Ops group. He is on the case and helping me as we speak. Thanks again for your 1-1 service. Though Gearhost may not be perfect (but which host is?) it's the service like this that keeps me from switching. Keep it up Ryan. :)

DS

i just took a look at gear host to see what this i control is all about. Frankly i'm not that impressed. And Ryan, you guys shouldsetup a SQL for the demo so people can look at it https://thetis.gearhost.com/sql2000/logins/

How long does it take to make your icontrol demo page compatiblity?... just change a few codes to make it cross-browser friendly, and don't use frames, especially iframes.

I don't want support. I want my money back from when I cancelled my account .... TWO MONTHS AGO!! I got a bunch of "yes yes sure sure" and then WHAM!! A charge to my credit card FOR DOUBLE WHAT YOU SHOULD HAVE CHARGED ME!!!

Then WHAM!! All my emails were ignored. And my account is still operational -- and I'm not even using it.

Gearhost is like a roach motel: customers check in but they can't check out.

haha I'm sure thats the case buddy. I've never had a single problem with gearhost and i've been with them for 8months now.... You should try contacting ryan, because buddy, we cant do much for you here...

My experience is a combination of Abby and Billabong's. We had several accounts with GearHost. After waiting a month for Ryan to come through on a promise, however, I eventually gave him a deadline. When the deadline wasn't met, I began pulling accounts.

While we never had any real problems other than this, the things I experienced over the course of the "problematic month" were uncharacteristic of good customer service.

After we began pulling accounts, I spoke to Zeb and let him know what happened. He asked me to send him a copy of an e-mail I sent to Ryan detailing the events over the last month and promised to get a final balance to me. We had 2-3 accounts that owed $4.95 each and two accounts that were paid in advance. I expected to come out of this with Gear Host actually owing us money. Interestingly, I've received nothing but promises from Zeb either.

The accounts that had a balance of $4.95 had billing problems due to to a problem with the bank (so I thought). When I tried to enter a different credit card number, the charge still wouldn't go through. I talked to someone about this problem and was told that a new system was being put in place. Therefore, the 2-3 balances of $4.95 weren't our fault. We had about 6-7 accounts with them total.

When we opened a ticket to cancel the account, the response I received was "please use the process posted on the web site". When we used that process, we didn't get a full response. As Abby mentioned, some of our accounts are still active, even though we cancelled them over a week ago. Just this morning, I received a stats message for one of the sites-- with no registering data, of course.

Like Billabong said, we were pretty much problem free, but like Abby, when you try to "check out", you can't. I've sent e-mail, left voice mail messages and posted feedback to their forum to a topic asking "how they're doing". The e-mail wasn't responded to. The voice mail garnered no return calls or responses and the message(s) posted to their forums were deleted. As a matter of fact, the forums went "down for maintenance" about 2-3 hours after I posted my message and apparently didn't survive.

When we signed up with Gear Host, I came to this forum and sang their praises and someone practically swore that I was Ryan or someone from Gear Host. Now, after careful research (thanks for those that posted to our other inquiring messages), we ended up with Dot5 and couldn't be happier.

My experience with Gear Host? Undesirable.

Just statin' the facts, Ryan.