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  1. #1
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    Questions for Codero

    Okay, so I can't get much info on you guys and you are prowling around the forum so I'm going to throw some questions at you to get updated information on some of the complaints I've seen around and just to get more info.

    1) Have your business practices changed majorly since the new CEO (start of this year)? If so, how?

    2) There are a lot of complaints about upselling by your sales reps and poor billing practices.

    a) Are your sales reps in-house or outsourced on a commission basis?

    b) If a customer wants to cancel their server before the paid term is up, do you provide prorated refunds? (as GoDaddy does, for example)

    c) What is the procedure to cancel services prior to the end of a billing cycle? How long before the billing cycle ends does a customer have to do this?

    d) If a customer joins you on a certain pricing plan, does that continue for renewed terms?

    e) If the pricing of a customer's plan reduces to being lower than what they are paying currently, do you match their pricing to the new ones?

    f) On renewal can a customer change the billing term (say, from one year to six months, or month by month)? If so, will their costs be determined by all the current pricing?

    3) What is your uptime guarantee/policy?

    4) How does your network speed, overall, compare to other hosts? Top tier? Medium tier? Lower tier?

    5) There have been complaints about servers being "hacked". Have there been any cases where such events have occurred, and this was the fault of poor security practices on the part of Codero?

    6) What is your turn-around support time in the case of a hard-drive failure? Does this differ between managed and unmanaged dedicated servers?

    7) What is your realistic general response time to a tech support request? Are your phone support people actual techs, or operators that create tickets for the techs?

    8) Approximately how many servers do you currently host?

    9) Where are your data center(s) located?

    10) What are some service areas that you are currently attempting to improve, and in what way?

    11) When was your last downtime? How long was it for? How did customers react? How was it dealt with?

    ----

    That's all I have for now. To be honest, from what I have seen you guys seem pretty solid, but I thought getting some direct answers would be good both for people wondering and also for your business prospects here at WHT.

  2. #2
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    @Decius, thanks for giving us the opportunity to publically address questions on WHT that buyers ask their future service providers. In an effort to reduce the repeating links in this post I have provided a list of our legal documentation links at the bottom of this post. Cheers!

    1) Have your business practices changed majorly since the new CEO (start of this year)? If so, how?
    Answer: There is definitely a change which is a focus of growing the company and its services, putting the customers’ needs first. In fact after we had a DDoS attack on 3/8/2011 the decision was made to make a one-time exception waiving the DDoS exclusion from our 99.9% network guarantee and we automatically applied credit for the downtime to our customers’ next invoice. He even made a public statement the day following the attack via our blog: http://www.codero.com/blog/yesterday...onse-from-ceo/.

    2) There are a lot of complaints about upselling by your sales reps and poor billing practices.
    Answer: I am familiar with the complaint titled “Horrible Service and poor billing practices” where the review stated “Upon signing up I was quoted a price, then recieve bill for 70.00 more than quoted (up sell by sales rep on raid card)” which can be found at http://www.web-hosting-top.com/reviews/codero.com/16290 along with our response. Currently, as far as we are aware this is an isolated incident complaining about upselling and poor billing practices of which were not made aware of until after the customer used our services for 14 months.
    Customer satisfaction is a priority for us and as such we actively monitor the social web for ways in which we can improve the Codero experience. Please let us know of the other instances you reference so that we may respond and evaluate our policies and procedures.

    a) Are your sales reps in-house or outsourced on a commission basis?
    Answer: We are a U.S.-based company with in-house staff. The compensation plan of our employees is designed to encourage customer retention and growth.

    b) If a customer wants to cancel their server before the paid term is up, do you provide prorated refunds? (as GoDaddy does, for example)
    Answer: A cancellation request schedules automatic termination of the service at the end of the paid term. Full details of our cancellation policy are located in section 6 of our Terms of Service.

    c) What is the procedure to cancel services prior to the end of a billing cycle? How long before the billing cycle ends does a customer have to do this?
    Answer: We are proud to offer a 7-day notice cancellation policy as the industry standard is a required 30 day advanced notice. We make it easy to submit your request directly through ServerPortal.com. Again details about our cancellation policy are located in section 6 of our Terms of Service.

    d) If a customer joins you on a certain pricing plan, does that continue for renewed terms?
    Answer: Our practice is that we do not raise or lower pricing on existing services after they are purchased unless a service was secured under a special one-time, non-recurring price which would be clearly stated in the promotion as well as outlined in our Special Discount Pricing Policy.

    e) If the pricing of a customer's plan reduces to being lower than what they are paying currently, do you match their pricing to the new ones?
    Answer: Our practice is that we do not raise or lower pricing on existing services after they are purchased. The pricing of the service is secured at the time of purchase unless otherwise stated in our Terms of Service or Special Discount Pricing Policy.

    f) On renewal can a customer change the billing term (say, from one year to six months, or month by month)? If so, will their costs be determined by all the current pricing?
    Answer: Requesting a change in your payment frequency can be made any time prior to 7 days before the upcoming anniversary date of your service. Details are located in section 4.7 of our Terms of Service.

    3) What is your uptime guarantee/policy?
    Answer: As outlined on our website at http://www.codero.com/uptime-guarantee/ Codero guarantees: 1. Your hardware will be functioning 100% of the time (except in normal maintenance windows).
    2. Power and HVAC systems will be functioning 100% of the time (with the exception of normal maintenance).
    3. Network uptime will be 99.9%
    Legal details of our guarantees can be found in our individual service level agreements located in the reference links below.

    4) How does your network speed, overall, compare to other hosts? Top tier? Medium tier? Lower tier?
    Answer: We use top tier service providers and networking equipment. We have a speed test available for you to check our network at http://www.codero.com/company/techno...rk/speed-test/.

    5) There have been complaints about servers being "hacked". Have there been any cases where such events have occurred, and this was the fault of poor security practices on the part of Codero?
    Answer: There are currently multiple complaints on the web from a single customer stating that two of the customer’s websites were hacked. As pointed about by a fellow WHT member since this customer was not using our managed services the responsibility of the security vulnerability was with the customer (http://www.webhostingtalk.com/showthread.php?t=928058). We take every precaution to ensure the security of our network. To date, we have no known issues of our managed platform having ever had any security compromises. For users of our unmanaged servers our practice is to actively notify any them of any known security breaches.

    6) What is your turn-around support time in the case of a hard-drive failure? Does this differ between managed and unmanaged dedicated servers?
    Answer: Support request are handled via our ticket system with hardware failure requests labeled as priority for support for both dedicated and managed servers. With support services available 24/7/365 onsite in our data centers resolution can be as little as an hour. However, turnaround time is based upon the availability of replacement hardware.

    7) What is your realistic general response time to a tech support request? Are your phone support people actual techs, or operators that create tickets for the techs?
    Answer: We offer support services via phone, chat, and ticket requests answered by in-house technicians 24/7/365. Average tickets response time is between 1-2 hours.
    8) Approximately how many servers do you currently host?
    Answer: 5,000+

    9) Where are your data center(s) located?
    Answer: We have 5 points of presence throughout the U.S. Our main data center is located in Phoenix, AZ away from natural disasters with additional locations in Irvine, CA; Chicago, IL; Denver, CO and Ashburn, VA. You may also view our data center network here at http://www.codero.com/company/techno...enter-network/


    10) What are some service areas that you are currently attempting to improve, and in what way?
    Answer: We have maintain a 12-month out extensive product/services roadmap focused on improving the Codero experience. Some of our most recent enhancements have been expansion of our firewall services and disaster recovery offering, ServerPortal.com usability enhancements, and we launched our cloud service in March.

    11) When was your last downtime? How long was it for? How did customers react? How was it dealt with?
    Answer: Our last significant downtime was due to a DDoS attack on March 8, 2011 (referenced above) and lasted for a period of about 5 hours. The attack was a deliberate, coordinated effort from multiple origination points on one of our customers who is a large DNS provider. Details of the resolution efforts are outlined in a blog post from our COO (http://www.codero.com/blog/update-on-ddos-attack/). As evidenced in the customer comments made on our CEO’s blog post in response to the attack (http://www.codero.com/blog/yesterday...onse-from-ceo/) most customers felt that we handled the downtime and communication well.


    Reference Links:
    Dedicated Server Agreement - http://www.codero.com/legal/dedicate...-agreement.pdf
    Managed Services Agreement - http://www.codero.com/legal/managed-...-agreement.pdf
    Cloud Services Agreement - http://www.codero.com/legal/cloud-se...-agreement.pdf
    Special Discount Pricing Policy - http://www.codero.com/legal/special-...ing-policy.pdf
    Terms of Service (which includes Acceptable Use Policy) - http://www.codero.com/legal/TOS.pdf

  3. #3
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    Questions about your TOS:

    Codero may “swap-out” any IP address assigned to your server with another IP address at any time.
    Can you explain this? (which seems very odd)

    Remedies. For every hour your server experiences either a (1) Server Hardware Breach, (2) a Power System Breach, (3) a Network Uptime Breach, or (4) a Server Setup Breach, Codero will deduct 5% off (each a "Downtime Credit") your next month's charges for basic hosting services, up to 100% of such charges. Downtime Credits may not be applied against fees for add-on services/hardware such as additional RAM, HDD, etc.
    The length of each Server Hardware Breach, Power System Breach, Network Uptime Breach, or Server Setup Breach (each a "Breach") will be measured from the time the Trouble Ticket is received and validated by Codero technicians to the time Codero, in its sole discretion, considers the issue resolved.
    The thing is, if your technitians don't respond in a timely fashion, and consider the issue resolved prematurely, you can circumvent lots of responsibility, absolutely at your sole discretion. This somewhat invalidates the above "credit" system since as per the most recent downtime your customers, even ones complimenting you, said that their queries were not responded to and they had to go to twitter to get information.

    4.3 Codero may change the pricing for new Services at any time and for existing services at the beginning of any new billing period.
    This contradicts what you said above.

    To cancel any of your Codero Services or terminate this TOS (a) your account must be paid in full and be in good standing and (b) you must provide Codero seven (7) days notice. Codero can only accept cancellation and termination instructions submitted through ServerPortal.com. We are unable to accept any cancellation or termination instructions submitted to us in any other manner.
    What if serverportal is not accessible?

    Codero may unilaterally cancel your Codero Services and terminate this TOS at anytime for any reason without compensation to you upon ten (10) days written notice to you sent to the address or e-mail address you currently have on file with Codero. Also, Codero may refuse to open a new account for any person or entity.
    Hmmm. For any reason?

    Codero may, immediately and without notice or obligation to you, unilaterally suspend all of your Codero Services or cancel all of your Codero Services and terminate this TOS if (a) payment for Services is not received by the Anniversary Date of the start or last renewal date of any Codero Service or (b) we determine, in our sole discretion, that you have or it is alleged that you have otherwise violated this TOS.
    You understand and agree that upon cancellation of your Codero Services and termination of this TOS that Codero has the right to immediately bar your access to your server or account and/or delete any and all content on or related to your server or account.
    So if you allege that a customer has violated the TOS you can immediately, and without notice, completely cut off their server from them, at your discretion?

  4. #4
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    Still waiting here for some more information.

  5. #5
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    Quote Originally Posted by Decius View Post
    Still waiting here for some more information.
    Why don't you email them? WHT is not the support desk.

  6. #6
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    Man, where do these guys come from.

  7. #7
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    @Decius Thank you for taking the time to read our Terms of Service. We apologize for the delayed response as we do not actively monitor the forums outside of the working business hours of M-F 8-5CT. Regarding your questions about our TOS, the purpose of this document is to protect all parties entering into the agreement as well as ensure quality service for all Codero clients. If you would like to discuss any specifics about the TOS, the Account Manager you are working with can put you in contact with our legal department.

  8. #8
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    Quote Originally Posted by Zach Nelson View Post
    Why don't you email them? WHT is not the support desk.
    I would 100% agree with Zach. You should directly email Codero support rather than using WHT as helpdesk. This will drive unwanted attention to the company you are talking about.

    just my 2cents.

  9. #9
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    I really don't get where you guys come from.

    This forum has always thrived on discussing the business side of dedicated hosting, and almost always remains saturated with discussions about companies, their practices, quality, terms and contracts.

    Rather than cry about it afterwards like the W2 debacle that's going on, I'm getting clear information from the source for all members, and these two _______ pipe in to critique it. Such is the trolling nature of every forum on the net, it seems... everyone wants attention and will do anything to get it.

    Needless to say, Codero, your avoidance of answering the specific questions I asked, which are highly relevant and important to anyone who may choose to host with you, along with the fact that you have generally answered in detail questions that make Codero look good, and not answered clearly questions that make it look bad, definitely make a lot of the sales complaints that have gone around seem legit, and you will not be getting my business.

  10. #10
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    Quote Originally Posted by Decius View Post
    I really don't get where you guys come from.

    This forum has always thrived on discussing the business side of dedicated hosting, and almost always remains saturated with discussions about companies, their practices, quality, terms and contracts.

    Rather than cry about it afterwards like the W2 debacle that's going on, I'm getting clear information from the source for all members, and these two _______ pipe in to critique it. Such is the trolling nature of every forum on the net, it seems... everyone wants attention and will do anything to get it.

    Needless to say, Codero, your avoidance of answering the specific questions I asked, which are highly relevant and important to anyone who may choose to host with you, along with the fact that you have generally answered in detail questions that make Codero look good, and not answered clearly questions that make it look bad, definitely make a lot of the sales complaints that have gone around seem legit, and you will not be getting my business.
    Your thread is directly aimed at Codero. "Questions for Codero"

    It's not about seeking information about Codero from the community, no, you directly addressed them and asked questions in a public forum. Not only is that a dumb way of doing things, it is also against the rules.

    Additionally they probably avoided your questions because WHT is NOT their support venue. If you have questions, ask their staff like they mentioned! Not going with a company because they didn't respond to your highly detailed and skeptical questions doesn't make them a bad company.

  11. #11
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    Quote Originally Posted by Decius View Post
    I really don't get where you guys come from.

    Needless to say, Codero, your avoidance of answering the specific questions I asked, which are highly relevant and important to anyone who may choose to host with you, along with the fact that you have generally answered in detail questions that make Codero look good, and not answered clearly questions that make it look bad, definitely make a lot of the sales complaints that have gone around seem legit, and you will not be getting my business.
    @Decius our answer was not an avoidance of your questions and we would be happy to discuss our TOS in detail with you. We wish you the best of luck with your future hosting.

  12. #12
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    Quote Originally Posted by Codero View Post
    @Decius our answer was not an avoidance of your questions and we would be happy to discuss our TOS in detail with you. We wish you the best of luck with your future hosting.
    Exactly, see!

  13. #13
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    I agree with Zach,

    What I think after reading this thread, The OP is very mad at Codero!

  14. #14
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    Quote Originally Posted by abdullahrafiq View Post
    I agree with Zach,

    What I think after reading this thread, The OP is very mad at Codero!
    Sounds like he would be mad regardless of the situation, I would open a ticket as what you are asking for is given on the website and can be answered by a Codero agent not a WHT forum member.
    Last edited by RichardPerez; 06-20-2011 at 07:16 PM. Reason: add
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  15. #15
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    Quote Originally Posted by Decius View Post
    I really don't get where you guys come from.

    This forum has always thrived on discussing the business side of dedicated hosting, and almost always remains saturated with discussions about companies, their practices, quality, terms and contracts.

    Rather than cry about it afterwards like the W2 debacle that's going on, I'm getting clear information from the source for all members, and these two _______ pipe in to critique it. Such is the trolling nature of every forum on the net, it seems... everyone wants attention and will do anything to get it.

    Needless to say, Codero, your avoidance of answering the specific questions I asked, which are highly relevant and important to anyone who may choose to host with you, along with the fact that you have generally answered in detail questions that make Codero look good, and not answered clearly questions that make it look bad, definitely make a lot of the sales complaints that have gone around seem legit, and you will not be getting my business.
    It seems to me that your goal is not public service but you intend on challenging and finding any fault you can with Codero. While you are right that this forum thrives on discussion we also don't want "loaded" discussions. It really does sound like you have your mind made up about them and are not just seeking answers.
    CloudNexus Technology Services
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  16. #16
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    I've been a member of this forum longer than every one of you - the idea that I would spring loaded questions at this juncture is plainly stupid, especially if you look at my recent post history.

    Again, I really don't get where you people come from. I know professonals are few and far between but you can't possibly run successful companies without any sense of logical perception coupled with some work ethic to educate yourself prior to opening your mouths.

    Oh well. I do sincerely believe that this thread will help people who are contemplating hosting with Codero as long as they fish through these guys' nonesensical need for attention.

  17. #17
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    Quote Originally Posted by Decius View Post
    I've been a member of this forum longer than every one of you - the idea that I would spring loaded questions at this juncture is plainly stupid, especially if you look at my recent post history.

    Again, I really don't get where you people come from. I know professonals are few and far between but you can't possibly run successful companies without any sense of logical perception coupled with some work ethic to educate yourself prior to opening your mouths.

    Oh well. I do sincerely believe that this thread will help people who are contemplating hosting with Codero as long as they fish through these guys' nonesensical need for attention.
    Your quintessential idea that length of time at this forum determines experience in this industry or level of understanding is completely wrong. It doesn't matter what the professional or ethical standpoint is, when addressing a company in public to get information from them specifically is against the rules.

    It also helps if you spell professional correctly.

  18. #18
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    I can educate you no further! Be gone little one!

  19. #19
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    Quote Originally Posted by Decius View Post
    I can educate you no further! Be gone little one!
    I'm going to save this post for the lulz that will ensue when I am older.

  20. #20
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    Quote Originally Posted by Decius View Post
    I've been a member of this forum longer than every one of you - the idea that I would spring loaded questions at this juncture is plainly stupid, especially if you look at my recent post history.

    Again, I really don't get where you people come from. I know professonals are few and far between but you can't possibly run successful companies without any sense of logical perception coupled with some work ethic to educate yourself prior to opening your mouths.

    Oh well. I do sincerely believe that this thread will help people who are contemplating hosting with Codero as long as they fish through these guys' nonesensical need for attention.
    No one cares who is the oldest member, what you are doing is purely for a wrong purpose as everyone said, or do you mean everyone of us had a secret meeting to come on this thread and post the same points again and again by everyone individually? We clearly can see you are trying to find some point on which you can find them wrong and then bash on.

  21. #21
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    You're right, kid. My ulterior motive in creating this thread and posting questions about alternatives to GoDaddy over the last week and asking questions about Codero, and even creating this account nine years ago was in an effort to gain the trust of their rep in order to bash them because I work for a competitor or I'm a disgruntled customer who wants REVENGE.

    L
    O
    L

    Now let the thread die, and focus on improving your powers of observation and deduction (jointly known as "intelligence") so as to not make fools of yourselves when others did so right before you did.

  22. #22
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    Quote Originally Posted by Decius View Post
    You're right, kid. My ulterior motive in creating this thread and posting questions about alternatives to GoDaddy over the last week and asking questions about Codero, and even creating this account nine years ago was in an effort to gain the trust of their rep in order to bash them because I work for a competitor or I'm a disgruntled customer who wants REVENGE.

    L
    O
    L

    Now let the thread die, and focus on improving your powers of observation and deduction (jointly known as "intelligence") so as to not make fools of yourselves when others did so right before you did.
    Please, do not forget to take your pills in time.

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