Subject Matter Archive for ‘customer service gone wrong’

Cheap(er) domain registration prices and cheap(er) basic web hosting packages have never and will never motivate me to choose GoDaddy for any of my domain registration or web hosting needs.

NEVER.

However.

Due to the old RegisterFly fiasco (not my fault!) that happened back in the timespan of 2005-2007, I had a handful of domains that I had been maintaining at RegisterFly get pushed on to GoDaddy while one domain ended up with eNom. Several got moved elsewhere (DreamHost, here I come!) while I let others whose purposes had expired… expire.

Also.

Due to working with various people over the years – paid, voluntary, because we’re friends, and otherwise – I have been forced to interact with GoDaddy as the go-between fix-it and fix-up person.

But those incidents and instances aside, I myself would never – if possible – choose GoDaddy.

Why?

Good grief, but where do I start?

I know! How about in alphabetical order?

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So that post I made a while ago about the $1000 a month shared webhosting?

EDIT: A follow-up post has been made to this. Please READ THIS for the final update and the resolution.

To refresh your memory (or simply read if you never caught it in the first place), click HERE.

Apparently, according to Kyle Matthews whom this incident happened to, there has been a resolution offered by Media Temple – namely, $6XX amount of overage fees are being/will be/were waived.

Click HERE to read his update!

According to Kyle’s post, Media Temple sent him an email shortly after his blog post appeared asking him to call them back in regards to the “unfortunate circumstance of the issue”.

Funny, that (in my opinion anyways), when the original customer support emails had stated that nothing could be done when Kyle had first asked.

But.

Media Temple DID get back in touch and did acknowledge at least part of the gaffe on their part – good for them! That’s called customer service gone right. At least… part way.

But.

Like Kyle’s blog post states, it still leaves a sour taste in my mouth, too, and mostly because of what I had explained in my earlier post.

A company trumpeting the robustness of their service and backing it up with percentages and statistics and saying that only 0.3% and 0.03% of users (basically, VERY VERY FEW for the first and out of a random 10,000 for the second!) ever experience overage problems ONLY to be keeled over by the 2 million 404 Apache errors from one website which generated a crapload of overage charges just…

It just doesn’t sit well with me at all in any way, shape, or form ESPECIALLY knowing that once upon a not very long time ago at all, the same site had done just fine on DreamHost’s shared web hosting service.

DreamHost talks about what they offer in their services, sure, and you can go poke at their fine print if you want to, and you can read up on their thoughts regarding ‘unlimited’ this, that, and the other, and they even regularly post status updates on their servers and all but nowhere have I seen the sort of reputation/credibility-building (more like hyping, really!) that Media Temple posted on their FAQs page.

And DH managed to host the site just fine.

Blegh.

So yeah.

Resolution posted!

… But the sour aftertaste is still there and I still can’t help but wonder just what kinds of sites those 10,000 were that MT randomly picked out which generated a grand total of 0.03% of sites going over their resources.

I guess trust (or something like it) once broken is hard to fix and I guess after all the hype, I’m not sure what’s ‘realistic’ to expect from MT or not after seeing something like this happen.

… We’ll see.

~ EMG

Yes, for SHARED HOSTING!

A hosting plan that first started out at $20 a month suddenly jumped to over $1000 for the month due to some majorly insane and nonsensical (read the rest of this post and go read the original article yourself!) overages!

Before any conclusions are jumped, let me clarify a few things upfront first:

1a. As of March 08, a different resolution was offered by the hosting company in question. Please read THIS POST for the most current updates on the situation. For my own response to the ‘resolution’, please read THIS POST.

With that said:

1b. The person who had the webhosting gone wrong incident is not me.

The person in question is Kyle Matthews who owns and runs the ModMy network. The site in question for this particular situation is a client’s site: NegriElectronics.com.

Edit – 03.08.10: In an earlier version of the post, I forgot to mention which site it was that was specifically involved which could lead to a person thinking that it was the ModMy sites involved (since I credited Kyle with the ModMy network and didn’t mention the proper website involved). Not true! Sorry about the confusion and I made the proper edits accordingly! Thanks Kyle for the correction!

and

2. I don’t know the person whom this incident happened to. I came across this story via a link someone posted in my Twitter stream.

The original story is posted on Kyle Matthews’ own blog, which can be accessed HERE.

and last of all…

3. I try to be as objective about things as possible when I write and I really try to not let the opinions and even experiences of others color my own perception.

Believe half of what you see and none of what you hear, right?

BUT.

4. Sometimes, the experiences of others have a great enough impact that it clearly affects my judgment.

Why? Because some experiences are so AWFUL that you really DON’T want to and CAN’T afford to risk experiencing something similar.

Therefore…

5. This is one of those times.

With that out of my system, here’s my reaction:

HOLY %$#@ING YIKES!!!

and

What the HELL is going on at Media Temple?!

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