Hosting.com negative review #11911 by Jeff Riedl (Jeff@C...) on 2010


Hosting.com got a negative review on and one official response on
Hosting.com
501 S 4th Street
Louisville , KY 40202
US
☎ Phone 1.866.637.4678
☎ Phone 866-918-4678
☎ Phone +1.302.224.1672

hosting.com is inactive, but is redirected to ntirety.com
Customer review #11911
1.5/10
Jeff Riedl ( Jeff@C... )
Time Hosted 2 to 3 years
Global rating
Features
Price / Cost
Customer Relation
Control Panel
Under the business name HostMySite.com, this company was untouched in availability, value, and customer service. Since changing to Hosting.com, however, I have watched the long & slow degradation much like the one experienced by Mindspring customers when it was taken over by Earthlink.

We're now at the point where I have NEVER been able to get them to answer a Customer Service Chat request, extreme latency in my primary website, and customer service is basically a joke.

Don't bother - and don't be hypnotized by all the pretty clouds they are directing your attention to.
Hello Jeff-

I am sorry that you had a bad experience with us. I can tell you that we have made changes in our Operations and Support process and are in the middle of making more. These changes are proving to have an impact.

I know that you have received support surveys with your tickets with us. On the survey, we utilize what is known as a Net Promoter Score (NPS). the basic idea is we ask the question "on a scale of 0-10, how likely are you to recommend Hosting.com to a friend or colleague?" Anyone that gives us a 9 or a 10 is a "promoter" and 0 to 6 is a "detractor". We subtract the percentage of detractors from promoters to get the NPS. A score of 50 or better is considered to be good.

Based on the last six month, our NPS is a score of 53.
For August, it is 57
We have a goal of making it 65 before the end of the year.

Specifically for Cloud and VPS, our NPS is at 69 for August, and 56 over the last six months. So this is an indication that our Cloud and VPS product and support is improving based on our changes.

Additionally, we make an effort to reach out to clients that do score us low for NPS, and I do see on your account where managers have reached out to you on more than one occasion to discuss issues you have had based specifically on your survey responses. We take the surveys very seriously, as it is a key point on which we determine what needs to be changed.

As for your experience specifically, I did look up your account, and I do see that one of our Support managers has again recently reached out to you regarding your latest support ticket where you indicated on the survey the following:

"While many of the support staff are very knowledgeable and professional - the SYSTEM ITSELF that they work within is obviously broken. I'm totally satisfied with this encounter and appreciate his efforts ... too bad this request came because I'm on my way 'out the door'."

I also see that you had problems with our techs not answering chats in a timely manner, and that is also something that we are addressing. We are interesting in hearing more about what you mean by "SYSTEM ITSELF" as the feedback will be valuable.

I do see that you are in the process of moving to another host at this time.

I am sorry that our changes and improvement came to you too late, and I do wish you the best with regards to where you are hosting now. In the event you would like to return to hosting.com in the future, please feel free to contact me personally, and I will be happy to assist and answer any questions you may have.

Regards-
Brian Raboin
VP of Operations
Hosting.com

Marketing representative (braboin@hosting.com, ).

95 out of 103 users found this review to be helpful!

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