Host Upon review #8337 by mark sheffield (marksheffield@h...) on 2009


Host Upon got a negative review on and one official response on
hostupon.com
Host Upon
2 Gladstone Ave, Suite 506
Toronto , ON
CA
☎ Phone 1-866-973-4678
Customer review #8337
1/10
mark sheffield ( marksheffield@h... )
Time Hosted 1 to 3 months
Global rating
Customer Relation
Update

Well i posted a negative review about host upon and was hoping that i could come back and say some good things - but I'm afraid not - I have asked for contact details of the CEO - name or email address - i have asked for customers services managers emails address or name - none of which they will give out - This is always a bad sign.

They finally claimed to have my VPS server up and running - 12 days after i paid for and not the 2 days they promised. yes they did offer mer some compensation - see email below -

However having turned on our advertising and started to send out newsletters it seem that we now have a new email limit of 1000 emails an hour - which when you try to send a mail shot to your 2500 customers is no good!

They also claim our VPS is up and we are on it - but i have been given no details, our IP has not changed, our cpanel has not changed - in fact i don't think we are!

Emails from our help desk tickets

HostUpon Web Hosting
www.HostUpon.com
Luke Botha || Staff10/12/2009 07:14
HI Mark,

This is a duplicate ticket.
I have escalated your other ticket and informing our adfmins about your open ticket.

You will be updated shortly.

HostUpon Web Hosting
www.HostUpon.com
Mark Sheffield || Client10/12/2009 09:55
what do you mean my server is currently active? has it been upgraded? If it has been why has no-one told us???

If it has not been please can someone give us an update?
Luke Botha || Staff10/12/2009 18:08
Hi Mark,

Your server is in the last stage of the DNS change.
Your VPS will be up and functioning very soon.

We will keep you routinely updated on the progress of your server.
Thank you for your continued patience and understanding in this matter.

HostUpon Web Hosting
www.HostUpon.com
Mark Sheffield || Client10/12/2009 21:45
So another 24 hours has passed and it is still not up and running!

Why is no one at your company coming back to me with answers and explanations? Please don't keep thanking me for my continued patience and understanding - because it ran out days ago.

I can not believe the rubbish you put on your web site about customer service - I quote "Our Commitment to Customer Satisfaction

Our Customer Service is truly our number one priority. We want our customers to be confident in our services and we will go the extra mile to make sure you're online and smiling, of course! Our customers rely on us and we thrive on their success so whether you are a small business, medium sized business or hosting a personal website, we want to cater to you"


I would like a manager to give me some answers to the following questions:

1. Why did Chris M tell me it would be 48 hours
2. Why have various members told us they would keep us posted and then not bother
3. Why is it still not done 7 days later
4. Why do you not make it clear that your "unlimited" plan is not really unlimited and not only has a 200 email an hour limit but after reading many reviews about your service seems that if traffic increases you block customers IP's and take their sites of line!
5. Why has some one not had the courtesy to keep me updated and even offer a term solution ie remove the 200 emails and hour limit on our current server while you get you act together
6. I will require compensating for these issues - You have cost our company a weeks trading - and one month tagged on to the end of the contract will not suffice.

Mark Sheffield



Chris M. || Staff11/12/2009 19:03
Hello,

Your VPS is now ready, if you would like custom name servers let me know.

Also I have ordered a batch of IP's for you so if you send a mass amount of emails companies will not think it is spam.

Lastly I need to set the VPS to a general limit per hour. I need some numerical value.

Thanks

HostUpon Support Team
www.hostupon.com
Mark Sheffield || Client11/12/2009 22:10

Many thanks for not answering any of my questions - I can only assume that this is company policy?

Re email limit - we upgraded and was told this was unlimited - now you are dicussing limits???? this is a dating web site that sends out emails to its subscribed members - we currently have 2500 in a moneth we expect 5000 and in 6 months 10000 so when we send them all our weekly newsletter we will send 10000 -

Can you set the limit to 10000 for now.

So do i have any more info? do we need to do anything? are we on it now?
Mark Sheffield || Client12/12/2009 05:19
great - now our site is off line???
Chris M. || Staff13/12/2009 08:31
Hi Mark,

Yes the limit has been set. Your IP's are also set so you can begin sending mail etc.

I have provided a 4 month credit to your service as well as a free search engine submission service. When and if you wish for us to submit you let us know the domain and the 5 keywords. You can open a ticket anytime to do this.

I have also provided free protection through our Cisco ddos firewall for added security which is normally only on dedicated servers.

You should be all set, if you have any questions please open a new ticket and I can surely address them.

Thank you

HostUpon Support Team
www.hostupon.com
Mark Sheffield || Client13/12/2009 19:14
Many thanks

So i you saying our web sites are now on the new server? Our package on the cpanel still says bussiness unlimited and we have the same IP? Our cpanel appears the same? how do we have root access? what are the new ips? do you have any form of user guide / account start up / welcome pack for your VPS solutions?

Mark
Mark Sheffield || Client13/12/2009 22:04
ARRRRRRRRRRRRRRRRRRRRRRRRRRRRGgggggggggggggggggggggggggggggggggggggg

I don't know what to say! You have now set my new VPS which i was told would be unlimited to a limit of 1000!! My emails are not going out AGAIN (see below)

In my email above i said 10,000!! (not that i want a limit)

This is unbelievable - we have today turned back on our marketing and tried to send out our emails and newsletters but it has all gone wrong AGAIN - We now are having members join but not getting any confirmations etc

Do you have a CEO? may i have his / her email address - i can not believe that they know that this is how customers are treated and the service level you provide. I have ordered servers from deal and racks - had them delivered, build them, installed them, installed exchange, windows server, sql server - tested and deployed quicker they you have dealt with this simple upgrade.

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From: "Admin@BeautifulThaiBride.com" <admin@beautifulthaibride.com>
To: "Mark Sheffield" <marksheffield@hotmail.com>
Subject: tets
Date: Mon, 14 Dec 2009 08:27:40 +0700
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Mark Bond
+66 87534 4720
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Hi,

Mark is still a client of HostUpon and since this review we have provided him with all services requested as well as refunded his entire payment to show we are committed to providing our customers with reliable hosting services and making sure our clients are happy at all times. Mark will follow up and leave a review in a few months and has agreed that this review was spontaneous out of frustration however is quite happy with our hosting services now!

thank you
HostUpon Support team

Marketing representative (sales@hostupon.com, ).

63 out of 66 users found this review to be helpful!

mark sheffield ( marksheffield@h... ) review | Edel Miller ( miller.edel@g... ) review