Host Upon negative review #10831 by Jan Hanekom (hanekojh@h...)
Host Upon got a negative review on and one official response on
Jan Hanekom ( hanekojh@h... )
Today I made up my mind to join the unhappy growing group of customers of Hostupon.
1 - When I first signup, they did not apply the free features they advertised, e.g. free domain for life and dedicated IP for the Business unlimited plan. You apparently have to ask for it, and when I asked about the “free domain for life” later, I was politely told it is too late now.
2 - They never update trouble tickets, you just have to wait and be patient, I logged a ticket today for a dedicated IP that was also promised but never applied at the start, and on a previous chat lied about. After a few hours I updated the ticket with a request for info and nothing happened. An hour later I with them on the live chat, and the support guy “James” was very sarcastic and rude up to a point where I lost my temper as well. I mentioned that I will write a negative comment about the service, and he replied “sure”. Like a previous unhappy customer said, they like to argue instead of offering real service.
3 – The 99.9% uptime is a big joke, I have an external party monitor my site and my site was down on at least 5 occasions in only 9 months, the one time for more than 12 hours, I have proof, they send me an email wrt this after the event. And 0.1% downtime in 1 year amounts to only 8.76 hours per year. On this specific incident they also did not update the tickets timeously.
4 – The live chat is offline on many occasions, considering they have customers worldwide to cater for
Copy of the chat:
Your chat is now being transferred, a rep will be with you momentarily.
You are now chatting with 'James'
James: Hi
James: How can I help?
you: hi James
you: I have logged a ticket, and it has been 5 hours
you: you guys loaded?
James: Okay so wait for a response, it's regarding a ded Ip which we order from ICAAN so yoiu need to be patient
James: coming on Live Chat will not speed up the process....
you: well thanks , no need to be sarcastic
you: why dont you guys just update the %$$$% ticket
James: I am just not sure why you feel you need to come on live chat when you already have a ticket.
you: because no one is updating any tickets
James: excuse me? do not swear at all - that was uncalled for.
you: well then dont be sarcastic
James: what are you talking about, its been 5 hours at max and it's simply an IP request just be patient.,
you: i paid for this service
you: so, is it so diffycult to update a ticket with relevant information
James: okay so wait for it. You are just wasting our efforts on working on your issues when you come on LC to compain about it.
you: then no one will have to bother you on live chat
James: it's been 5 hours, are you telling me you cannot wait 5 hours to get your dedicated IP ordered from ICAAN?
James: Anyways, I will place a few notes on the ticket.
you: no, i am telling you that someone is suppose to update the ticket
you: I am on the other side of the world
James: I know you are in China
James: Luke did update you and asked you to wait.
you: so, i need to know something before i log of for the day
James: then you go ahead and update the ticket and then within less than an hour you come on Live Chat.
James: anyways I will have the ticket updated once the IP is assigned for you.
you: you know what, i think we should take this up with a manager
James: I am a manager
you: well then with a senior manager
James: and the fact that you submitted a ticket and then came on Live Chat is just a waste of resources
James: I am a senior manager.
James: you need to be patient, Luke told you to wait and we will update you, simpole as that.
you: well then update the ticket with useful information, or is that to diffycult for a senior manager?
James: Hi Jan,
James: I'll be escalating this ticket over to our admins who will assign a dedicated IP to your account as requested.
James: You will be updated shortly.
James: is that not useful, do you need us to explain better so you can understand?
James: he is telling you he will update you when it is ready
James: if you cannot be patient there is not much I can do.
you: and why is it in the first place needed, as this is a business unlimited plan, and I have it already for several months
you: they promise a dedicated ip with business unlimited
James: because you need a valid reason for ICAAN to issue an IP
James: yes it's free
James: if it is required
James: if you have an SSL for example we can give you an IP for free.
you: anyway, we will forward this service to the powers that be, thanks for your time
James: so justw ait for your ticket to be updated.
James: sure -
And here is a copy of the ticket:
View Ticket #397945
Department:Support
Date:01/06/2010 06:23
Subject:Dedicated IP
Status:Answered
Urgency:High
Jan Hanekom || Client01/06/2010 06:23
Can I please request that a dedicated IP be assigned urgently to my account. I have a business Unlimited plan with you. I experience some problems accessing my site. According to Luke I have a shared IP, here is a copy of our chat:
Luke: Jan, I see your account is residing on the server's shared IP
Luke: IPs are assigned upon request
Luke: so simply open a ticket and ask for a dedicated IP to be assigned to your main account
Luke: it will be free
Luke: don't worry
you: but when I signed up for the business unlimited plan they said it is a dedicated ip
Luke: yeah
Luke: it's included
Luke: nit ot
you: ok, i will log a ticket
Luke: no prob
you: thanks, will do so right away
----------------------------
IP Address: 183.3.207.143
Luke || Staff01/06/2010 06:38
Hi Jan,
I'll be escalating this ticket over to our admins who will assign a dedicated IP to your account as requested.
You will be updated shortly.
HostUpon Web Hosting
www.HostUpon.com
Jan Hanekom || Client01/06/2010 09:55
Thanks Luke...
Jan Hanekom || Client01/06/2010 10:54
Any news guys?
Chris M. || Staff01/06/2010 11:25
Hi
Yes as Luke mentioned you would be updated when it is ready, please be patient and we will keep you posted.
HostUpon Support Team
www.hostupon.com
One good point, there is a one good guy by the name of Luke, well done Luke, if your colleagues can only learn from you…
Jan Hanekom
1 - When I first signup, they did not apply the free features they advertised, e.g. free domain for life and dedicated IP for the Business unlimited plan. You apparently have to ask for it, and when I asked about the “free domain for life” later, I was politely told it is too late now.
2 - They never update trouble tickets, you just have to wait and be patient, I logged a ticket today for a dedicated IP that was also promised but never applied at the start, and on a previous chat lied about. After a few hours I updated the ticket with a request for info and nothing happened. An hour later I with them on the live chat, and the support guy “James” was very sarcastic and rude up to a point where I lost my temper as well. I mentioned that I will write a negative comment about the service, and he replied “sure”. Like a previous unhappy customer said, they like to argue instead of offering real service.
3 – The 99.9% uptime is a big joke, I have an external party monitor my site and my site was down on at least 5 occasions in only 9 months, the one time for more than 12 hours, I have proof, they send me an email wrt this after the event. And 0.1% downtime in 1 year amounts to only 8.76 hours per year. On this specific incident they also did not update the tickets timeously.
4 – The live chat is offline on many occasions, considering they have customers worldwide to cater for
Copy of the chat:
Your chat is now being transferred, a rep will be with you momentarily.
You are now chatting with 'James'
James: Hi
James: How can I help?
you: hi James
you: I have logged a ticket, and it has been 5 hours
you: you guys loaded?
James: Okay so wait for a response, it's regarding a ded Ip which we order from ICAAN so yoiu need to be patient
James: coming on Live Chat will not speed up the process....
you: well thanks , no need to be sarcastic
you: why dont you guys just update the %$$$% ticket
James: I am just not sure why you feel you need to come on live chat when you already have a ticket.
you: because no one is updating any tickets
James: excuse me? do not swear at all - that was uncalled for.
you: well then dont be sarcastic
James: what are you talking about, its been 5 hours at max and it's simply an IP request just be patient.,
you: i paid for this service
you: so, is it so diffycult to update a ticket with relevant information
James: okay so wait for it. You are just wasting our efforts on working on your issues when you come on LC to compain about it.
you: then no one will have to bother you on live chat
James: it's been 5 hours, are you telling me you cannot wait 5 hours to get your dedicated IP ordered from ICAAN?
James: Anyways, I will place a few notes on the ticket.
you: no, i am telling you that someone is suppose to update the ticket
you: I am on the other side of the world
James: I know you are in China
James: Luke did update you and asked you to wait.
you: so, i need to know something before i log of for the day
James: then you go ahead and update the ticket and then within less than an hour you come on Live Chat.
James: anyways I will have the ticket updated once the IP is assigned for you.
you: you know what, i think we should take this up with a manager
James: I am a manager
you: well then with a senior manager
James: and the fact that you submitted a ticket and then came on Live Chat is just a waste of resources
James: I am a senior manager.
James: you need to be patient, Luke told you to wait and we will update you, simpole as that.
you: well then update the ticket with useful information, or is that to diffycult for a senior manager?
James: Hi Jan,
James: I'll be escalating this ticket over to our admins who will assign a dedicated IP to your account as requested.
James: You will be updated shortly.
James: is that not useful, do you need us to explain better so you can understand?
James: he is telling you he will update you when it is ready
James: if you cannot be patient there is not much I can do.
you: and why is it in the first place needed, as this is a business unlimited plan, and I have it already for several months
you: they promise a dedicated ip with business unlimited
James: because you need a valid reason for ICAAN to issue an IP
James: yes it's free
James: if it is required
James: if you have an SSL for example we can give you an IP for free.
you: anyway, we will forward this service to the powers that be, thanks for your time
James: so justw ait for your ticket to be updated.
James: sure -
And here is a copy of the ticket:
View Ticket #397945
Department:Support
Date:01/06/2010 06:23
Subject:Dedicated IP
Status:Answered
Urgency:High
Jan Hanekom || Client01/06/2010 06:23
Can I please request that a dedicated IP be assigned urgently to my account. I have a business Unlimited plan with you. I experience some problems accessing my site. According to Luke I have a shared IP, here is a copy of our chat:
Luke: Jan, I see your account is residing on the server's shared IP
Luke: IPs are assigned upon request
Luke: so simply open a ticket and ask for a dedicated IP to be assigned to your main account
Luke: it will be free
Luke: don't worry
you: but when I signed up for the business unlimited plan they said it is a dedicated ip
Luke: yeah
Luke: it's included
Luke: nit ot
you: ok, i will log a ticket
Luke: no prob
you: thanks, will do so right away
----------------------------
IP Address: 183.3.207.143
Luke || Staff01/06/2010 06:38
Hi Jan,
I'll be escalating this ticket over to our admins who will assign a dedicated IP to your account as requested.
You will be updated shortly.
HostUpon Web Hosting
www.HostUpon.com
Jan Hanekom || Client01/06/2010 09:55
Thanks Luke...
Jan Hanekom || Client01/06/2010 10:54
Any news guys?
Chris M. || Staff01/06/2010 11:25
Hi
Yes as Luke mentioned you would be updated when it is ready, please be patient and we will keep you posted.
HostUpon Support Team
www.hostupon.com
One good point, there is a one good guy by the name of Luke, well done Luke, if your colleagues can only learn from you…
Jan Hanekom
Hi Jan,
You requested a dedicated IP and we asked you to provide a valid reason as we can't issue dedicated IP addresses without validation. Your IP was issued within 8 hours.
When you submit a ticket and then come on Live Chat asking for an update we cannot expedite your request unless it's a priority request such as requesting a backup or an issue with your website.
Since Ip addresses are scarce, we want to make sure customer have valid reasoning.
Thanks,
HostUpon Support Team
Marketing representative (admin@h..., ).
You requested a dedicated IP and we asked you to provide a valid reason as we can't issue dedicated IP addresses without validation. Your IP was issued within 8 hours.
When you submit a ticket and then come on Live Chat asking for an update we cannot expedite your request unless it's a priority request such as requesting a backup or an issue with your website.
Since Ip addresses are scarce, we want to make sure customer have valid reasoning.
Thanks,
HostUpon Support Team
Marketing representative (admin@h..., ).
64 out of 67 users found this review to be helpful!