Service

Hot beer lousy food bad service
Originally uploaded by Melmoth the Wanderer.

Hello Steve,

I apologize for the delay in response.
Yes you will be able to keep your domain name with $12.95/domain name/ year.
You will also receive Full refund - domain name if you cancel within the 30 days MBG.
If you have used exceeding 30 days, then you will receive partial refund.

What can I do to help you Steve.

I apologize for the inconveniences we have put you through, due to our servers' performance.
Nevertheless, we would like to take this opportunity to notify you what we are currently doing:
(1) Purchasing additional 25 new servers.
(2) Preparing few servers for storage purpose. These servers will be used to store customers' large files and databases.
(3) Overhauling the operating system of our company while maximizing the efficiency of our system administrator team.

We do appreciate if you can bear with us until our servers' performance are improving.

We also have investigated the chat you had with our operator that did not make any effort to retain you, I will ensure he will receive notice and will be acted upon accordingly.

Thank you and please do not hesitate to contact me for further queries.

Best Regards,
Ashleigh
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Steve Posted On: 16 Feb 2007 07:27 AM

Your response is unacceptable.

I was impressed by your claims;

24/7 TRUE SUPPORT
ANYTIME MONEY BACK GUARANTEE
99.99% UPTIME GUARANTEE
Industry-leading Customer Care program
Rock-solid network - 99.99% uptime guaranteed
100% customer satisfaction guaranteed
Unmatched reliability
Lightning-fast network connectivity
Custom hosting environment
Innovative support technology

But the reality is something else

99.9% uptime? Hardly.
100% customer satisfaction guaranteed? No way.
Rock-solid network? BS. Why should I be patient while you get your act together?
Unmatched reliability?? Ridiculous.
Industry-leading Customer Care program. Wrong.


You have not lived up to those claims.Due to all the downtime, the constant inability to connect to the Mysql server and the excessive slowness I would have left long ago if I could afford it.

Wherever you go there you are
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Christine Lau Posted On: 19 Feb 2007 09:32 PM

Dear Valued Client,

Thank you for the valuable feedback, which I've forwarded to the management for our future improvements.

By the management's approval, I have now credited 1 month freehosting to the account. Please consider this insignificant compensation as one of our ways to show our apologies for the inconveniences we have put you through, and we would like to reassure you that all of our admins and NOC staffs are constantly monitoring all our servers to ensure all servers' stability for a much improved services in the future.


Best Regards,
Christine Lau
Billing Support

Host Department, LLC
45277 Fremont Blvd, Suite 11
Fremont, CA 94538
USA
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Steve Posted On: 07 Mar 2007 05:34 AM

Plesse refer to ticket #'s ANA-426647 & PDD-112763 and explain why I have yet to receive a refund or answers to my questions. I feel cheated and no one has done a thing to rectify that. I expected you to live up to the claims on your website and I should have been informed before I signed up that you were in the middle of upgrading your infrastructure so I could have gone somewhere else. Your offer of a measly one month credit and your extreme slowness in giving me my credit are unacceptable. Please rectify this immediately so I can get on with my business.
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Christine Lau Posted On: 20 Mar 2007 06:47 PM

Dear Steve,

Please accept my apologies for the terrible delay and inconveniences that have been caused.

We had now issued the refund to your Paypal account