Impact Hosting negative review #13667 by Steve Brame (sebrame@c...)
Impact Hosting got a negative review on
Impact Hosting
impacthosting.com is inactive, but is redirected to thoughtwm.com
PO Box 503
Marlton , NJ 08053 US
📠 Fax +1 800 220 1130
📧 dns@i...impacthosting.com is inactive, but is redirected to thoughtwm.com
Steve Brame ( sebrame@c... )
Discovered yesterday that my company domain had expired. Why? Because my reseller had been acquired by Impact Hosting, and they apparently did not honor the auto-renew policy I had set with my previous reseller. Chatted with a support rep about it, and she started a trouble ticket at 11am, presumably with Billing. I was very clear that this was a critical issue, yet she assigned a priority of 'Low' to my ticket.
At 11:52am, I received an email from Taylor Snow - Impact Hosting Management, requesting my personal info before he could assist. I replied to the email with the info he requested.
At 1:42pm I had not received any reply, so I sent a message via the trouble ticket interface asking for a progress report.
At 2:40pm I started a Chat Session again, with the same operator. She wondered what the delay was, then said that she would ask. She returned to say that they had requested personal info in order to process the ticket. I replied that I had already set it via a reply to the email they had sent. She said that it had to be sent through the ticket interface, so I sent it in that way at 2:44pm.
At 3:50pm I called and tried to speak with Billing, but got a message stating that Billing was unavailable. I then attempted to connect with Support via the voice mail system, but was disconnected - 5 times with a message that I needed to dial a '1' before the number. Apparently 'Support' is outsourced, and they have an incorrect forwarding number - either by accident, or purposely.
At 4:00PM I initiated Chat once more, noting that no matter which Dept. you choose to Chat with, Billing, Support or Sales, you get the same operator - Abbey B. I asked her again what the delay was, and she said that she would check. I also asked her to provide me with an EPP key so I could initiate transfer of my domain to another reseller. She stated that I would have to wait for a response from the trouble ticket, and inquired if there was anything else that she could do for me. I asked for a phone number or direct email address to contact someone in Management. She said that all she could do would be to open a Trouble Ticket with Management, so I asked her to.
By now it is after 5:00pm EST, and I'm certain that Billing has left for the weekend without even attempting to address my issue. So, we are without a company site or email until Monday at the earliest, but I've a feeling the runaround will continue then.
Be very cautious when hosting with this company. Support is key, and Impact Hosting's level is frustrating at best, and simply non-existent at worst.
At 11:52am, I received an email from Taylor Snow - Impact Hosting Management, requesting my personal info before he could assist. I replied to the email with the info he requested.
At 1:42pm I had not received any reply, so I sent a message via the trouble ticket interface asking for a progress report.
At 2:40pm I started a Chat Session again, with the same operator. She wondered what the delay was, then said that she would ask. She returned to say that they had requested personal info in order to process the ticket. I replied that I had already set it via a reply to the email they had sent. She said that it had to be sent through the ticket interface, so I sent it in that way at 2:44pm.
At 3:50pm I called and tried to speak with Billing, but got a message stating that Billing was unavailable. I then attempted to connect with Support via the voice mail system, but was disconnected - 5 times with a message that I needed to dial a '1' before the number. Apparently 'Support' is outsourced, and they have an incorrect forwarding number - either by accident, or purposely.
At 4:00PM I initiated Chat once more, noting that no matter which Dept. you choose to Chat with, Billing, Support or Sales, you get the same operator - Abbey B. I asked her again what the delay was, and she said that she would check. I also asked her to provide me with an EPP key so I could initiate transfer of my domain to another reseller. She stated that I would have to wait for a response from the trouble ticket, and inquired if there was anything else that she could do for me. I asked for a phone number or direct email address to contact someone in Management. She said that all she could do would be to open a Trouble Ticket with Management, so I asked her to.
By now it is after 5:00pm EST, and I'm certain that Billing has left for the weekend without even attempting to address my issue. So, we are without a company site or email until Monday at the earliest, but I've a feeling the runaround will continue then.
Be very cautious when hosting with this company. Support is key, and Impact Hosting's level is frustrating at best, and simply non-existent at worst.
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