| Posted by ayhan, 05-21-2008, 04:20 AM | | Hello,
I try to share my experience(!) with hostnine...
Aproximately a month ago I try to set up an account with host nine because I was using 1 vps(wiredtree) and 1 reseller hosting(site5) and I wanted to matched them up in one account and chosed hostnine as a recommendation of some fellows here because of their US and UK hosting under one account. This is really unique and I would benefit from them. So I paid 6 months hosting in advance. The hosting prics is about the same as a vps from wiredtree but as I said two continent hosting would be nice for me and I was more happy with reseller hosting compared to vps.
Anyway... I bought the plan... Then ask a ticket to move my account from site5 first (25+domains). On 6th May they got thr request, on 10th of May they were still trying to move those accounts and after corresponding 7 times I got succeded I was nr 14th on the line and there were previous customers order... That's fine(!)... If they have so much customers I can't ask priority so I just asked to be informed daily about the progress because waiting for nothing is so boring!... That day ı open another ticket to transfer my account on wiredtree also... I got a responde from transfer department on the 10th of may that my sites moved to hostnine servers but 2 of them wasn't yet. so I asked to move them back. No respond at all...
So I asked another ticket to close my account on 13th May. On 15th May I got a response askng to try hostnine from managers team with some free extra credits...
So I wrote my story to the managers while having a chance to contact them...
Dear Joshua,
The reasons why I am chooosing your hostnine and what are my disappointments are summerized below:
1) My previous provider is a virtual pirvate host, not a reseller account and the price I am too them was the same... But they couldnt transfer all my account after when I sign up with them and the reason was there was lots of new customers and they wasn't aware of so many domains I had So I am still hosting on 2 hosts (with you it is 3 different hosting now!) and that practically prices me more money to invest and nothing in return... So by moving my sites too hostnine I will merge those two accounts two one... But guess what, after 9 days including today, hostnine still couldnt achieve to transfer my sites... 9 days and continue to grow day by day... that's not a problem but nobody gives any information about the transfer progress... it is not nice just waiting and waiting for days without knowing anything... I got mad... nobody cares... you have a horrible support for a novice reseller users like me... All I ask was to be informed daily if
this transfering process takes so long... but nothing... even on the forum, users and support didn't give any answer... So what is the catch for two month free hosting, since I am not sure after 2 months will I still wait to be transfered some domain or not. Since you couldnt acheive transfering domains in this 9 days (as I said I dont even care as far as I get daily information, some estimation, etc because I dotn want any priority of course first come first served but I NEED information daily. O got mad checking my emails every day a few times! I need my mind healthy, not a 2 months more free something etc...) So that's a story of a new customer, who doesnt want to lose his mind just waiting for nothing Even on vps, it took 5 days only but again they couldnt transfer all big accounts just like your support department. so if you can't transfer those account, how on earth do you expet me to transfer from such a novice user all these
accounts! so I am still stuck with my first provider although I have lot's of downtimes... but at least I can publish my site... Since I couldnt completely transfer all these two hosts, I am now paying 3 hosting companies, while I was expecting to pay only one of them for the rest... If you have any solution be sure I will be more than happy to hear that...
2) Half of my sites are in Turkish and you are the only provider I come accross providing EU and USA datacenter at once and still I couldnt find any alternative for that but I dont care now...
3) Although the billing and sales department seem to be highly motivated and easily reached, I can't say the same fo technical o transfering department... Since I couldnt change the dns, even what domains transfed to hostnine have out-of the day today ... all content will be missed when I point the dns to your server (within this 9 days!)...
Well... I hope you have somne clue about my problem... I don't care about the credits you give since what I need just transfering my account and even it is not possible qucikly, getting informed about transfering pogress... How many customer are in line today before me... etc... the last news was, I was nr 14, 5 days ago... 5DAYS!... And that's the only info till now .... It s really not fair to behave us like that... I dont think I ask much... just the info not priority... and we are talking about 50 accounts or so... why does it take weeks to be transferered for Gods sake!!?!
So thnx for your offer and kind reply... If you have solution to those problems... Please let me know with the results... If this problems are above your borders to solve, then simply credit back my paypal payment... And save those free credits and lifetime discount your new customres in line...
Best regards,
ayhan
Guess what... I got following respond:
Hi,
Simply put, what will keep you with HostNine?
Let us know if you need anything further, we'll be happy to help!
Thank you for choosing HostNine!
Well... Then I asked them simply Cancel may account and return my money back to paypal... since there is no logic for me to continue on this hosting service...
Today is 21th May. Live support department doesnt answer my questions (after saying welcome how may I help you part, I got no response from them after stating my open ticket Id and asking the situation...)... Well today I am so frustrated so I asked a dispute on paypal and would like to share (!?!?!) my life and experience(!?!?!?) with this service provider...
I hope I'll solve the problem with paypal but ... Really I don't know what to say....
Good luck with others choosing this provider... I2ll let you know if and when they will respond back my support ticket cancelletion request and pay-back also...
Hope this helps someone and also some other managers of hostnine care my request (Ticket ID: ULZ-141729)
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| Posted by Mikey this way!, 05-21-2008, 06:20 AM | | Thanks for the info. Seems pretty bad experience.
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| Posted by mfkerr, 05-21-2008, 09:34 AM | | This is my history with hostnine:
mark Kerr
Posted On: 21 May 2008 09:00 AM
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Please cancel NOW!
There is absolutely NOTHING you can do to keep me as a customer.
This has been my worst ever dealing with a completely incompetent tech support.
A problem of resolving my email issue has been stretched out over so many days. People need reliable service, and I do not consider your company reliable.
I was testing your web hosting company to determine if it would be a new place to host all of my existing web sites, and testing it for an associate of mine in the same business.
It is my determination that Hostnine does not have the capacity to properly service its accounts as has been proven by my absolutely horrible experience. And, by the way, you need to stop using the lame excuse of your phones being screwed up, or you need to hold them accountable for losing my account. But the phones being screwed shouldnt have an affect on you responding to a trouble ticket in a timely fashion.
My first trouble ticket was submitted on 16 May 2008 03:09 PM. My email hasnt worked since I signed up with host nine, but since I was a new user to you Plex interface, I thought it was something I was screwing up. So with much time invested in trying to solve the problem my self, I submitted the ticket. Now it is May 21, 2008, five days later and there still is no resolve.
Try to imagine me setting up one of my clients on your hosting service and there email being down for 5 days. That is completely absurd, and I would most definitely get fired, especially since I would have to make up some ******** to tell them why there email is down, because I wouldnt know the truth, because your tech support is TOO SLOW answering tickets and evasive towards answering my direct questions.
Please pass this on to your boss as he may want to use this situation as training or self evaluation.
But in reply to my cancellation request, please cancel me NOW, ASAP. I dont request any refund or anything, just dont charge my credit card again.
mark Kerr
Posted On: 19 May 2008 03:41 PM
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Forget this ticket, I am cancelling my account.
Thanks
Mark Kerr
mark Kerr
Posted On: 19 May 2008 01:40 PM
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Why was my ticket closed with out resolution?
mark Kerr
Posted On: 19 May 2008 12:47 PM
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Hey Guys, I really need to get this fixed.
Thanks,
Mark
Dan
Posted On: 17 May 2008 04:23 PM
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I have forwarded that ticket to a windows administrator, you will receive a reply today.
Regards,
Dan Maret
HostNine Sales and Technical Support
To help improve our customer service, please take a short survey regarding this ticket by visiting this link:
mark Kerr
Posted On: 17 May 2008 04:21 PM
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PXQ-299843
Dan
Posted On: 17 May 2008 02:15 PM
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Hello,
What is the ticket number this is regarding?
Regards,
Dan Maret
HostNine Sales and Technical Support
To help improve our customer service, please take a short survey regarding this ticket by visiting this link:
mark Kerr
Posted On: 17 May 2008 02:13 PM
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Time response is too slow on your tech support.
My email is not working.
Please help.
Refer to my previous ticket.
Thanks
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| Posted by ayhan, 05-21-2008, 01:10 PM | | I am not happy to hear I am not alone with this bad experience
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| Posted by Laci, 05-21-2008, 09:16 PM | | Im so sorry .... I have felt your pain .
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| Posted by PremiumHost, 05-21-2008, 09:24 PM | | Probably they have too many customers to take care of !?
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| Posted by mfkerr, 05-21-2008, 11:44 PM | | H9 is giving me a hard time to close my account.
I swear, I will give them a bad name till I die.
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| Posted by ayhan, 05-22-2008, 12:51 AM | | I hope I dont get so much pain by using paypal
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| Posted by mfkerr, 05-22-2008, 03:35 PM | | My experience with H9 was rough, but is os over now.
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| Posted by Manageandsupport_com, 05-23-2008, 02:00 PM | | Good point.
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| Posted by MattS, 05-23-2008, 09:19 PM | | I canceled them 4 months ago, and had a few problems with them, but it wasn't as bad. I'm just glad I never have to deal with them again.
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| Posted by WireNine, 05-24-2008, 03:11 AM | | Wow if you are under their money back guarantee, and have followed proper procedure to cancel your account and they refuse to refund your money that's bad business practice and unprofessional on their part. They are breaking their own terms of service.
Unfortunately making a payment with PayPal, you can't do much about it since PayPal will most likely refuse to help you due to the fact that the payment was made for a intangible product.
But you are certainly applicable for the money back guarantee, and they should honor their guarantee. Hopefully this will catch their attention, and they will take proper action. If you were beyond the money back guarantee term, it would be a different story.
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| Posted by ayhan, 05-24-2008, 04:33 AM | | On 6th may I applied and started to work with them but since they do not respond anything most porobably I'll be beyond money back guarantee term soon... Nobody responded anything yet as for today.
I think paypal will solve anyway since this is against their term of service also. I can cancel within 1 month and they do not respond their terms so paypal must be on my side I guess...
Anyway... I'll try to update information about the progress
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| Posted by ayhan, 05-29-2008, 05:18 PM | | well... as of today nothing happened yet... chat with slaes persons ended up with their promise they will do whatever it takes and close the account within 24 hours... and still nothing happened...
Be warned about this company
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| Posted by charliecheng, 05-30-2008, 10:17 AM | | wow, I'm scared since I just signed up earlier this week.
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| Posted by rv_irl, 05-30-2008, 11:07 AM | | Everyone is going to have different experiences. They have a money back guarantee which judging by the posts, they do actually honour. So it is worth giving them a chance and seeing how it goes..
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| Posted by ayhan, 06-02-2008, 01:14 PM | | As of today...
Blake from the sales support center finished the issue and refunded my money back and closed the account.
So aprx. 20 days is enough to close an account with hotnine in case...
Last edited by ayhan; 06-02-2008 at 01:21 PM.
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