I hate the fact that CQHost has treated my account like crap because I'm stuck in a 3 month contract, and I know I'm being a pain about this, but dangit, I don't think what they are doing is right! In December I dropped the matter because I just gave up. But then in January after having to bend over backwards to accomodate CQHost while fighting for my site against a disgruntled ex-member of our online club, I thought, wait a minute, why do I as a customer have to beg at heels of the company I'm paying my money to?! After they invalidated my own websites legal ToS (ironically they changed theirs afterwards) which pretty much put my entire investment into my community at risk... I decided that I wasn't going to be a quiet customer anymore. I've demanded that they fix all of their services that they haven't fixed for the past 4 months. And admittedly, they've been doing that too. However, they still have not refunded or partially refunded my account for their gross negligance/sheer stupidity in December. It wouldn't have been so bad if my site hadn't been going down for 2 whole months in a row
I've talked to support, I've talked to sales, I've talked to billing, and CQHost's obvious motto is, "mum's the word." Here is our latest correspondence:
Last month (December) my service was down for over 19 hours. In the first two hours of downtime, I reported to CQHost that my service was down, sent a traceroute, and asked for a resolution. I was told that my site was up and that it was a problem with my ISP. I continued to reply back for the entire day citing that others could not access my site, and asked/practically begged CQHost to investigate why my site was down instead of just telling me it was my fault. Almost 20 hours later I received an email from CQHost stating that one of their clients had caused the problem, and that the client's account would be terminated and my site would be up in minutes. I asked for CQHost to honor their uptime guarantee. I received no response. I've asked now several times for CQHost to honor their uptime guarantee and I have not received any response. I was then billed for another 3 months, and my refund for December never credited. Now in January, my site is down again for now over 4 hours and it is still not up. I received an email from support stating that they *might* move me to another server as my current server is having difficulties. I was told not to reply to the email. I would appreciate a refund for December, and if my site is down again all day, I would appreciate a refund for January as well.
I like the features that you have to offer, but my site has had bad uptime since November, and now I'm worried that I am stuck in a contract and won't receive any service. Please honor your uptime guarantee. And I'm not sure if you can help me, but please have support move me to a more reliable server if that will prevent these downtimes. It's not that I want my money back, I'd much rather have my service up and working! I don't want to pay for something that I'm not getting, that's all. Please reply. It seems as though whenever I bring this issue up, no one replies to my emails.
Notice to our customer:
Server hawkeye is currently down for maintenance.
At 08:54 (EST) this morning the server has failed.
We tried to reboot it 4 times without success (the server hangs 10 minutes after the
reboot). Actually a technician is working on the box and do a complete system check
(including both raid drives).
An ETA cannot be estimated at this time but rest assured that we are doing everything
to restore the server online as soon as possible.
Once the server is fixed, we'll begin the migration of most accounts to another more
reliable server (you don't need to modify your domain name record, it will be
Thank you for your understanding.
CQhost Billing email@example.com
Sales department: firstname.lastname@example.org
Technical support: email@example.com
Usa: 1 800 976 27 09 Toll-Free
Fax: 1 800 866 38 24 Toll-Free
Outside USA: 1(561) 760-7624
See what I mean?! I'm beginning to wonder if I'm writing in invisible ink whenever I mention them screwing me over in December (granted I was down most of the month of November too, but since I hadn't done traceroutes I don't think it's fair to blame them for anything). Honestly, I wouldn't have cared if they made some bogus excuse about not refunding me for the month, it's the fact that they won't even acknowledge my complaint!!!
Anyway, I guess I'm just venting and letting folks & webhosts see exactly what it is that makes customers badmouth them.
If you were me and still stuck in a stupid contract, what would you do?