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Bad experience with Innohosting caused me to to move away almost immediately |
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Tuesday, 18 September 2007 |
Reviews by: circuit from WHT
* WHPromo had the permission from the author to republished the reviews.
Unfortunately I left Innohosting yesterday; I was unhappy with the lack of haste with support. I moved my site in last Sunday and moved it out to Hostgator yesterday, the following Sunday.
The main problem was the issue of migration which caused the absoute path to change and therefore took out some parts of a site incluing a busy forum. I think this is a problem most web hosts would expect or immediately recognise. However, it actually took Innohosting more than 48 hours to acknowledge it.
12th September - 1am - Spoke to Rameen on live chat
12th September - 09.03 - Put in a ticket
12th September - 10.03 - Posted on the forum
12th September - 10.09 - Worked it out for myself, closed ticket
14th September - 04.30 - Innohosting send out a mailshot about the problem
14th September - 04.59 - Innohosting address the problem on the forum
Another ticket was put in when my site went down. As you can see from the thread, there was no response from Innohosting for more than three and a half hours.
http://forum.innohosting.com/showthread.php?t=358
In general I found the support was patchy, and with rather a small Knowledgebase on the site, the support really needs to be better. Some messages were riddled with spelling mistakes/ typos. Another seemed to demonstrate that staff didn't really know what was going on: we were all told by Innohosting to change our nameservers on 4th September, and received an email with 4 new IPs in it. This was also posted on the forum. Five days later, I emailed support about this and they sent the following reply:
"The first two IPs are correct. Where did you get the third and fourth IPs from? You should only need ns1 and ns2 pointing to xx.xx.xxx.xxx and xx.xx.xxx.xxx."
Another thing I found extremely confusing was the amount of different logins required all over the site. The ticketing system, forum, whm, private cpanel, ftp and client area all appear to need different setups and logins, which is really confusing for a new user.
Finally I am disappointed to see that Innohosting closed my account without so much as a 'thanks' or a 'bye'. My email was very polite, I even apologised as far as I remember, but there was nothing - they didn't even close the ticket before deleting the helpesk account, so I had no notification or confirmation at all.
I asked for a refund under the uptime guarantee, given that my site was down for 4 hours on Saturday. According to my calculations, 0.1% of a day is less than ten minutes... 0.1% of a week is less than fifteen minutes. I would say I have a pretty good case, but my ticketing account has been closed, so I have no comeback.
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