Was a happy customer since 2007, not anymore

[hep]

In 2007 I switched from OLM to HG due to down time issues with OLM. I did some research and found that HG was the a Hosting company with a GREAT reputation for stable servers and 99.9% up-time guarantee. I was a happy camper with HG till about November-December 2010 when I stated to notice S L O W server issues and down time. I have a reseller plan and the way I usually hear about the down time is through my customers complaining to me! The server issues have increased from onece or twice a month to weekly. Now it seems to be even more frequently, three times in the last three days! I will probably lose a customer in the morning because of these ongoing issues.

The sad part is the quote on the HG website "99.9% uptime guarantee". I REALLY with that 99.9% uptime WAS guaranteed! Come on! three times in the last three days!!! I am beginning to start to search for a more reliable host. I think that HG got TOO BIG for the little customer.

Someone from HG may read this and hopefully help HG live up to their 99.9% uptime guarantee!

[GatorDougB]

hep,

I apologize greatly for any trouble you have experienced. I understand the inconvenience this causes you and your clients and will do my best to prevent these type of issues from happening in the future.

I just tried giving you a call, however I was unable to reach you. I have gone ahead and sent you an email with some information on how I feel we can ultimately resolve your problem.

I look forward to hearing from you.

[hep]

Doug,
I Did see the missed call and received your email. Lets see how this plays out. I cam cautiously optimistic.

I guess that I am glad that I stumbled upon this message board because it seems that this is the only way I was able to get ANYONE from HG to respond to this real issue of numerous down times and slow downs.

To be fair, Doug is attempting address my concerns migrate my files to a better server.

[GatorDougB]

Hello,

Issues like this should never need to reach the forums. Our technicians are trained to provide top-notch customer service and it's unfortunate we fell short from that. We will continue to actively work with our employees to prevent these type of complications from happening in the future.

I appreciate you allowing me the opportunity to work with you on this. Feel free to personally contact me whenever you have any issues, I am more than willing to help out. I look forward to hearing back from you via email.

[hep]

Doug,
Just posting this to show the tactics being used by support when I contact about serve downtime issue.

"(10:17:07 AM) Chase Wa: The only solution to not being effected by other customers is to be on a a vps or dedicated server."

Once again I had to contact chat support for the mach1 server being down today and support recommends that i go to a dedicated server???? Is that REALLY the solution??? Switching to a dedicated server seems to be the reoccurring theme when I call about server down issues, which, like I stated in the original post, is at least once a week that I am aware of. Does anyone know what Bait and switch is? Thank goodness that the problem was resolved in less than ten minutes.

FYI

[GatorDougB]

Hello,

I've responded to you via email in regards to the chat you experienced. I apologize for the continued trouble you are experiencing and will do everything I can to make things right.

[hep]

Was disappointed AGAIN by a server down issue yesterday. I found out the server was down when one of my clients called me to say that her site was down and they can not send or receive email. I just cant keep on apologizing to my clients for server down time. Enough already!

[GatorDougB]

Hello,

I've confirmed the server was up yesterday. I find it very strange you client was experiencing issues, however I'll continue to look into it. I've also replied to your email and am awaiting your reply.