I would say a little bit of both my end and their end. I would definetly give them an E for effort. Most of the problems were just their lack of keeping me informed. In helping me they reset my account and didn't give me the password - I guess you could say they forgot to give it to me and I forgot to ask. I had a POP3 issue but it was a little bit of an Outlook problem too. I don't notice any speed problems, no lost files.
All in all I would definetly give them a thumbs up.
Chris seems like a nice guy. A few months ago I got a free hosting package from him. Exactly one month later, I received an email telling me the account was terminated. I didn't check to see if the original offer was only for one month or for life.
I sign up for a free account even though I have my own server, because I thought I could help him write an review or something. But my account got terminated one month, and I didn't get much encounter with him, so all I can say is that for the only time I submitted the ticket, he was fast in response.