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  1. #1

    KnownHost [sales contact issue]

    I'm considering purchasing a VPS package from KnownHost. I however don't qualify for the 15% life time discount because, according to KnownHost, the domain I provided does not qualify for the discount.

    Okay, I settled on KnownHost as all the reviews I've read about them are positive. Hyperspin stats on them also pretty much won me over.

    However, a simple query I asked well over 2 hours ago [KHsales #90155] asking which domains qualify for the 15% lifetime discount is yet to be answered. Does anyone know if their support is 24x7? I'm a good 9 hours ahead of Dallas and given that this is my first VPS, support turn-around time is crucial to me. Or am I being impatient?

  2. #2
    Join Date
    May 2008
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    Hull, UK
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    Quote Originally Posted by bespokeprogrammer View Post
    I'm considering purchasing a VPS package from KnownHost. I however don't qualify for the 15% life time discount because, according to KnownHost, the domain I provided does not qualify for the discount.

    Okay, I settled on KnownHost as all the reviews I've read about them are positive. Hyperspin stats on them also pretty much won me over.

    However, a simple query I asked well over 2 hours ago [KHsales #90155] asking which domains qualify for the 15% lifetime discount is yet to be answered. Does anyone know if their support is 24x7? I'm a good 9 hours ahead of Dallas and given that this is my first VPS, support turn-around time is crucial to me. Or am I being impatient?
    Sales Department hours may differ from Support Department hours, sales may be for example 9am-5pm local time.
    UK Based Hosting Company
    HWS Hosting

    http://www.hwshosting.net
    We aim to please, open a ticket at sales@hwshosting.net

  3. #3
    If that's the case then I better find myself something to do as it might be another four hours before someone responds to my ticket... and another 3 to four hours to set up the VPS.

    Could someone comment on how their support is like outside working hours in the US as I need to be sure before I make the leap of faith?

  4. #4
    Join Date
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    Location
    Derbyshire, UK
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    We used them very briefly (we are in the UK) and i found their support to be very good, also spoke to billing around 12pm GMT and they were very quick to respond with that aswell.

    We are quite aware of how the time difference can affect things, but these guys seemed spot on with it

  5. #5
    Hey Carl, do you know a provider in the UK that can rival the uptime of KnownHost and also gets good reviews? At least with the UK I'm ahead with only 3 hours.

  6. #6
    Join Date
    Jan 2006
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    1,922
    Quote Originally Posted by bespokeprogrammer View Post
    I'm considering purchasing a VPS package from KnownHost. I however don't qualify for the 15% life time discount because, according to KnownHost, the domain I provided does not qualify for the discount.

    Okay, I settled on KnownHost as all the reviews I've read about them are positive. Hyperspin stats on them also pretty much won me over.

    However, a simple query I asked well over 2 hours ago [KHsales #90155] asking which domains qualify for the 15% lifetime discount is yet to be answered. Does anyone know if their support is 24x7? I'm a good 9 hours ahead of Dallas and given that this is my first VPS, support turn-around time is crucial to me. Or am I being impatient?
    You expect Sales to reply at 4:13am EST local time? If that's the case unfortunately we are not the host for you. We did reply at 7:53am EST which is even before we are open (9am EST as listed on our website). Not too many sales teams will be replying before they are even paid to do so but it tends to happen here.
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
    Fully Managed VPS, Wordpress, Cloud Servers, and Dedicated Servers

  7. #7
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    Quote Originally Posted by bespokeprogrammer View Post
    I'm considering purchasing a VPS package from KnownHost. I however don't qualify for the 15% life time discount because, according to KnownHost, the domain I provided does not qualify for the discount.

    Okay, I settled on KnownHost as all the reviews I've read about them are positive. Hyperspin stats on them also pretty much won me over.

    However, a simple query I asked well over 2 hours ago [KHsales #90155] asking which domains qualify for the 15% lifetime discount is yet to be answered. Does anyone know if their support is 24x7? I'm a good 9 hours ahead of Dallas and given that this is my first VPS, support turn-around time is crucial to me. Or am I being impatient?
    One thing to add, your confused with the domain comment above when ordering. Here is a copy and paste from the sales reply to you regarding this confusion. See below.

    Regarding the promotion KH4LIFE you can easily signup for the VS3 and use the coupon. What is the issue? Where is the errors your seeing? We have lots of orders daily and this is the first time we've had questions on this but we'd be happy to clear it up for you. All I meant is the KH4LIFE coupon applies to the "Hosting" portion of the order which means the VPS, control panel, IP's, or whatever else you order. However if you "buy a domain" from us the KH4LIFE coupon won't discount the domain portion of the order. It will still discount everything else but domains are not part of the promotion.
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
    Fully Managed VPS, Wordpress, Cloud Servers, and Dedicated Servers

  8. #8
    Quote Originally Posted by KnownHost View Post
    You expect Sales to reply at 4:13am EST local time? If that's the case unfortunately we are not the host for you. We did reply at 7:53am EST which is even before we are open (9am EST as listed on our website). Not too many sales teams will be replying before they are even paid to do so but it tends to happen here.
    Wow, if your resposes are this curt BEFORE I've made the purchase, I wonder how it will be once paid up. You must be doing brisk business. All you needed say was sales is not 24x7 then let me know if your support is. Like I said, I'm new to this and not trying to flame anyone. So, take a breather and retract the claws...

    Oh, and I never saw (and still can't find) the 9am EST on your website, else I wouldn't be here asking if your sales are 24x7. All I saw was: "KnownHost 24/7 Helpdesk" at this link: https://support.knownhost.com/ and was thus wondering why I wasn't getting any resposes from you guys.

  9. #9
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    Quote Originally Posted by bespokeprogrammer View Post
    Wow, if your resposes are this curt BEFORE I've made the purchase, I wonder how it will be once paid up. You must be doing brisk business. All you needed say was sales is not 24x7 then let me know if your support is. Like I said, I'm new to this and not trying to flame anyone. So, take a breather and retract the claws...

    Oh, and I never saw (and still can't find) the 9am EST on your website, else I wouldn't be here asking if your sales are 24x7. All I saw was: "KnownHost 24/7 Helpdesk" at this link: https://support.knownhost.com/ and was thus wondering why I wasn't getting any resposes from you guys.
    Our customers can attest how we treat them as we treat everyone with respect. We are not rude and if anything will always go out of our way. I guess labeling the thread as "Knownhost support" is just very misleading which may explain the response by me. I apologize for that but as you can understand Support is a primary focus of ours so seeing that does make us "cringe". I hope all your questions have been answered and apologize again if anything was mistaken.
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
    Fully Managed VPS, Wordpress, Cloud Servers, and Dedicated Servers

  10. #10
    Come on guys lets stop attacking the op. We are all human (at least I hope so).

  11. #11
    Quote Originally Posted by KnownHost View Post
    Our customers can attest how we treat them as we treat everyone with respect. We are not rude and if anything will always go out of our way. I guess labeling the thread as "Knownhost support" is just very misleading which may explain the response by me. I apologize for that but as you can understand Support is a primary focus of ours so seeing that does make us "cringe". I hope all your questions have been answered and apologize again if anything was mistaken.
    Fair enough. The very fact that you have people like sheba59 defending you quite passionately isn't a bad indicator of what to expect from you. Like I said in my original post, I was already convinced to purchase a plan from you, only that it was taking you long to respond to my sales ticket. Once the responses started coming, they were swift and helpful. I'm sure that your technical support will be just as good. Could you please reiterate that they are 24x7 (and not 9am EST)? I'm GMT+3 hence hope you can appreciate my concerns. That is the only thing holding me back.

    About where the confusion was coming from about KH4LIFE, see this link: http://www.webhostingtalk.com/showthread.php?t=903475

  12. #12
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    Quote Originally Posted by bespokeprogrammer View Post
    Fair enough. The very fact that you have people like sheba59 defending you quite passionately isn't a bad indicator of what to expect from you. Like I said in my original post, I was already convinced to purchase a plan from you, only that it was taking you long to respond to my sales ticket. Once the responses started coming, they were swift and helpful. I'm sure that your technical support will be just as good. Could you please reiterate that they are 24x7 (and not 9am EST)? I'm GMT+3 hence hope you can appreciate my concerns. That is the only thing holding me back.

    About where the confusion was coming from about KH4LIFE, see this link: http://www.webhostingtalk.com/showthread.php?t=903475
    Technical Support is definitely 24/7. It's a major focus of ours and in reality Sales is around most of the time too but we just don't guarantee it.

    The confusion with the second month not reflecting the discount has actually been a problem for a few years so please safely ignore that. We manually activate each order and upon activation we apply the lifetime discount. If we wouldn't have honored it in the past 3-4 years someone would have come to WHT complaining about it. I am 100% on that. We will be trashing our billing system in the near future so this isn't a possible concern moving forward. Many thanks.
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
    Fully Managed VPS, Wordpress, Cloud Servers, and Dedicated Servers

  13. #13
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    Not to tag the OP (and I hope you don't take this badly I'm really not trying to harp on you. And based on your level headed responses I think you'll see where I'm coming from) but most hosts have that type of information on the "about us" or "contact us" pages. In KH it's linked right from the front page: http://www.knownhost.com/contact.html where they clearly indicate their hours.

    If some people are a bit sensitive I put that down to the RTFM factor. There is a general unwritten rule that you will try to help yourself a bit with the simple stuff before you come posting something that could be viewed as a negative. Not clicking on a few pages to find the hours of operation before posting would trigger some of those reactions. But anyway it happens to everyone at times so a little bit of understanding from both sides goes a long way.

    Having said all that I really don't think you can go wrong with Knownhost. I'm a bit of a serial VPS "tester" and KH is one of the few hosts that I've kept. Support is excellent at any hour of the day (I can do some weird hours b/c of my newborn).

    Anyway kudos for staying calm, some people here would have had their knickers on fire.

  14. #14
    Quote Originally Posted by Nnyan View Post
    Not to tag the OP (and I hope you don't take this badly I'm really not trying to harp on you. And based on your level headed responses I think you'll see where I'm coming from) but most hosts have that type of information on the "about us" or "contact us" pages. In KH it's linked right from the front page: http://www.knownhost.com/contact.html where they clearly indicate their hours.
    My bad in this instance, and I apologise to KnownHost if I caused any undue embarrassment. I honestly didn't look at the footer where the contact us link is but rather just went for the prominent Support link at the top.

    I did purchase a plan from them and had a VPS setup in less than 2 hours (even though I was expecting it to be ready in 3 - 4 hours). Given their own level-headed and professional responses, I am confident I am with the right host and will be writing a positive review on them some months down the line.

  15. #15
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    Quote Originally Posted by bespokeprogrammer View Post
    My bad in this instance, and I apologise to KnownHost if I caused any undue embarrassment. I honestly didn't look at the footer where the contact us link is but rather just went for the prominent Support link at the top.

    I did purchase a plan from them and had a VPS setup in less than 2 hours (even though I was expecting it to be ready in 3 - 4 hours). Given their own level-headed and professional responses, I am confident I am with the right host and will be writing a positive review on them some months down the line.
    Thank you for clarifying that

    I hope you will come back and post an official review in 3-6 months?

  16. #16
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    Quote Originally Posted by KnownHost View Post
    You expect Sales to reply at 4:13am EST local time? If that's the case unfortunately we are not the host for you. We did reply at 7:53am EST which is even before we are open (9am EST as listed on our website). Not too many sales teams will be replying before they are even paid to do so but it tends to happen here.
    @knownhost: The OP came here wanting to use your service and innocently asked a question, not accusing you or your company of anything. You're very rude. I hope you don't get the OP's business.

    @op: there are other hosts with reputations rivaling knownhost's. Try WiredTree, Servint, etc.

    Edit: I see now that the OP has purchased from knownhost. I wish the OP the best of luck, but I can't say that I agree that knownhost's responses were "level headed."
    Last edited by e-Sensibility; 11-12-2009 at 12:09 AM.

  17. #17
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    Even though I am an ex-customer of Knownhost, I have nothing but praises for their customer support, whether it is billing or technical. Out of the four host I have had over the past few years (barring the current ones), Knownhost would be the only host I would even think about going back to!

  18. #18
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    Quote Originally Posted by jarrodsl View Post
    @knownhost: The OP came here wanting to use your service and innocently asked a question, not accusing you or your company of anything. You're very rude. I hope you don't get the OP's business.

    @op: there are other hosts with reputations rivaling knownhost's. Try WiredTree, Servint, etc.

    Edit: I see now that the OP has purchased from knownhost. I wish the OP the best of luck, but I can't say that I agree that knownhost's responses were "level headed."
    Our response wasn't intended to be rude and if it was taken that way we have already apologized well before your response. Nobody is perfect in every single response they send to someone via email/post, etc in this world. At least it shows we are human and not "all fluff". No canned replies anywhere from us be it sales, billing, abuse, support, etc. We are all grown adults with college degrees not people just learning what the real world is all about. To the OP, anything I can do just let me know. We at KnownHost are always around in some shape or form.
    Last edited by KnownHost; 11-12-2009 at 10:08 AM.
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
    Fully Managed VPS, Wordpress, Cloud Servers, and Dedicated Servers

  19. #19
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    Quote Originally Posted by KnownHost View Post
    Not too many sales teams will be replying before they are even paid to do so but it tends to happen here.
    Yes it does happen. On a Sunday afternoon I sent a low priority ticket to sales asking about an upgrade. I had an answer within minutes. And that was unexpected, since I figured it would be Monday before I heard back. It wasn't critical. And it was handled within the hour.

    @ jarrodsl So while the original response by Knownhost (which he apologized for) might have not been as polite as could be, their support, billing and sales are second to none. I've been with them (on the same discount as the OP is taking) since March 2008 and will never ever leave them.
    Sue

    A generation which ignores history has no past — and no future. --Lazarus Long

  20. #20
    Quote Originally Posted by bespokeprogrammer View Post
    Does anyone know if their support is 24x7? ...
    Answer : YES

    I'm using KH from Jul/2006, critical tickets replied usually within 10 minutes, non critical within 15 minutes ... 24/7

    This year only "1 critical" ticket : Apr/17/2009 10:13 AM, replied Apr/17/2009 10:21 AM, resolved Apr/17/2009, 10:35 AM

    Uptime this year over 99,987% monitored by 3 external systems from 15+ locations around the world each 10 minutes

    I do not have "all the eggs in the same basket" ... but KH is one of the "baskets" included in my short list of reliable VPS providers, obviously according to "my requirements".

    ---------------------------------------------------------------
    24+ years in computing area, 10+ years in hosting area and from 2004 using "exclusively" CentOS\Virtuozzo\cPanel VPS platform.
    ---------------------------------------------------------------

  21. #21
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    Quote Originally Posted by jarrodsl View Post
    @knownhost: The OP came here wanting to use your service and innocently asked a question, not accusing you or your company of anything. You're very rude. I hope you don't get the OP's business.
    Maybe it's the New Yorker/NJ in me but I really didn't take KH's response as rude. Very direct with no fluff? Sure. Either way I prefer a direct answer I can rely on rather then something flowery with no substance behind it.

    I for one would want to know that a business is more interested in happy relationships then in just getting another customer. If a customers expectations are outside of what you're able to (or want to provide) there is nothing wrong with telling them that they would be better off elsewhere. Saves everyone time and headaches.

    Fortunately the OP is level headed enough to not take a misunderstanding (or your advice) to heart.

  22. #22
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    /thread anyone?
    UK Based Hosting Company
    HWS Hosting

    http://www.hwshosting.net
    We aim to please, open a ticket at sales@hwshosting.net

  23. #23
    For Sales Questions the best option is to use "Live Sales Chat" offered by KH in his main page ... your questions will be responded online

    When I migrated VPS from old nodes based on Opteron's 246 to new nodes based on Opteron's 2350, all questions were resolved online in minutes.
    I would like to see an Online or Offline button instead of "There are no operators available ... " message, when they are offline.

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