Complaint Web Hosting company advertises 99.9% uptime and 24/7 support - my websites have been down for two days and I cannot get a supervisor response This company provides web hosting and claims 99.9% uptime and 24/7 customer support. I have complained multiple times that my web sites are no longer accessible on the Internet. The company's initial response was the a denial of service attack had taken place against the server that my sites are hosted on and that my sites would be accessible shortly. This issue has not been resolved despite repeated requests by me. I have also requested contact from a supervisor or member of management multiple times and these requests are ignored.
Desired Settlement I demand contact by a member of management, compensation for income lost, and removal of the false advertising from the businesses web site.
Business Response We do provide 99.9% server uptime overall, the value is calculated as average across the whole hosting server fleet by our monitoring system, and we take proactive measures when 99.9% uptime requirement is not met. It doesn't normally happen, as isolated server issues are picked by our Engineering team from monitoring system and promptly addressed.
In this particular case, we had extreme scale DDoS attack, which our automated DDoS protection system was unable to cope with. Attack mitigation took some time, as we had to contact our upstream providers and request their assistance. Root cause of the outage was out of our control, and, actually, the incident falls under "force majeure" cathegory.
The reason why client's complaint wasn't properly escalated to Management will be investigated on our end, and we're going to take appropriate measures in order to avoid procedure violation in future.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) To date, I have not been contacted by a member of management, nor have I been offered compensation, nor has the false advertising been removed from this company's website. The root issue was a DDoS attack, but as explained by the WebHostingBuzz support department, a couple of days worth of the downtime was due to an error on their part configuring a DNS server.
Complaint Service very unreliable, bouncing email do the server being blacklisted, server down or server slow. After several complains to the support department the *** send us a warning email. Instead of trying to fix the problem he cancelled our account. In addition if we advised that we will file a complain with BBB and write a review, the *** threaten us that he will put as on some kind of host black list or spread bad things about our company online, please review his email:from webhostingbuzz.com ****** will respond to any review with the facts. I will also share exactly what you said, how rude you were to my team and how gracious we were in refunding your monies despite you using our service and sending constant insults.. I'm sure this will look good for people looking to do business with you, or your company. This will show up in ****** search results. This may also affect your ability to get hosting with another major host as we exchange a blacklist with them of problem customers.Now, this is not my preferred course of action and I'd rather just draw a line in the sand and we both go our separate ways. But this is a choice only you can make, Product_Or_Service: webhosting Order_Number: XXXXXX
Desired Settlement we would like to ask for some symbolic damages for the down time of our accounts and the bouncing emails. If the *** decides to slender our business just for sharing our experience we made we will ask for legal help.We documented all the problems and and submitted support tickets.One of our clients that is hosted on the shared server can also witness the problems we experienced.thanks******
Business Response Hello,
Unfortunately we were forced to stop any cooperation with ****** as he used abusive language in correspondence with our team. We can attach screenshots of multiple tickets/emails if needed. We gave ****** 2 weeks to move his account to an alternative provider and make necessary backups. As an exception, we also refunded his payment in full. I'm afraid in this situation, there's nothing we can asssit ****** with. Thanks,
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I was angry but did not use abusive languages. The *** of this company try to cover up the problems, did not provide solution rather cancel account. I found similar problems online with other customers that ask regarding billing problems, and were told to leave the company. Can send link to support case. Furthermore the *** threaten to slender our company and put me on a web host black list if I file a complain to BBB. I never see a company *** reacting like this instead of trying to resolve the problems with the service... I can supply copies of his emails to proof how the *** uses strange ways to solve problems.
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