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the responsibility of my web host provider

21 May, 2007 21:58

My hosting provider called me today asking if I wanted to renew my hosting for a particular domain with an ongoing (for now) special price. Normally I would be annoyed at this, but I was not for these reasons:

  1. Whether in the best interest of the company (for profit), or not, calling your customer to remind them of service expiration is appreciated, especially if your hosting package is of any importance.

  2. The caller was not pushy nor harsh and if I would have had my CC where it was supposed to be, I probably would have renewed because of this.

  3. I don't get a call from them every other day.

I just have one question that has been bugging me off and on, mostly on (especially when visiting there home page); there happened to be some DNS issues the last couple years at this establishment. Many customers were not effected for the majority of the down time, except for the last great blackout. In any case, when taking the total days in a year and calculating the downtime in relation to the relative constant availability of my content, the actual percentage is below what the guaranteed 99.9% ULA permits. Well, I decided to make some fuss about this:

(I dropped all these posts from my OLD BLOG'S database and I will not edit for character breaks)

#1

DNS for my domain: myspew.com is currently not responding. This is thernthird instance with this hosting account where my web page has not beenrnavailable. This contradicts your ULA/advertisement. I let this slidernpreviously. However, at this time, I want an appropriate refund.

#2

Dear Sir/Madam,rnrnThank you for contacting Customer Support.rnrnThere is an ongoing network issue which is causing connectivity issues to GoDaddy servers for customers depending on their ISP and/or geographic location. The issue should be resolved shortly.rnrnPlease let us know if we can help you in any other way.rnrnLearn more about our Shared, Virtual-Dedicated, and Dedicated hosting: Click herernrnSincerely,rnrnTrenton P.rnGoDaddy.comrnCustomer Service Representative

#3

Yes, you can be of further assistance. Please read the original message. I amrnrequesting a partial refund because of your non-compliance with your own ULA. rnTo be honest, I wouldn''t be pushing this issue if it happened just a couplerntimes. I would appreciate a reply from a customer support representative byrne-mail. My e-mail address is andy.wright@yahoo.com. I will push this untilrnthe issue is resolved. I have had experience with smaller hosting companies,rneven ma and pa (so to speak) hosting services that had greater reliability. Irnhope you will step up and resolve this on-going issue I am having with yourrnhosting plan.rnrnThank YournrnAndy Wright (andy.wright@yahoo.com)

#4

Dear Andy Wright,rnrnThank you for contacting Customer Support.rnrnThe recent downtime on your hosting account has been caused by Denial of Service (DoS) attacks on our DNS servers, we are working hard to keep this from happening again, however the service is still within our 99.9% uptime guarantee.rnrnPlease let us know if we can help you in any other way.rnrnDon''t let "no lock, no deal" come between you and your customers. Show them that transactions on your site are secure and encrypted! Click here for more information.rnrnSincerely,rnrnScott G.rnGoDaddy.comrnCustomer Service Representative

#5

I realize the 99.9% uptime for this particular incident may comply with myrnagreement with your company. However, you are failing to take intornconsideration the previous two incidents where my website was not accesible. rnJust as you, I keep detailed records of these occurences. Please takernreference to your records. I am in no way trying to create trouble, but pleasernbe aware that this service is not acceptable. In the account this was arncorporate portal, or a personal homepage, you must accept responsibility. Irngive your company a lot of credit. Your customer support is fantastic, andrnyour response time is exceptional. However, when I bought your service, Irnassumed it would be reliable and permanent. Transfering my site to anotherrnprovider would be troublesome. I am left in a position where I believe yournshould be accountable with your agreement. Granted you may not consider arnpersonal home page, such as this, applicable in a greater sense to therncontinuation of your company, but I needed access to the information stored inrnmy account when your DNS server was not available. I see more and more largerrnproviders such as yourself offering great services, benifits, and attractivernprices; however, I am also seeing many of these companies making false promisesrnthat either they are not capable of providing or not commited to. This bothersrnme a lot. I am NOT the type of person to push when it is not justified. rnHowever, since this is not the first incident, or the second, I have tornconsider what your intentions as a internet provider are. To sum my positionrnup: with all your great potential, and your proven success, -put- policies inrnplace (more extensive than are available now) to ensure something like thisrndoesn''t happen again. I went to school for computer networking, and Irnunderstand there are situations where faults accure. At the same time I amrnseeing small ISP''s with less resources fill the needs of the consumer.rnrnPlease take notice to this. I want an apropriate refund for the cumalativerndowntime.

#6

Dear Andy Wright,rnrnThank you for contacting Customer Support. Unfortunately, any such requests for a refund must be done at the time of the instance where our service was down, and todayâs outage does not qualify for this. I apologize for any confusion and the inconvenience.rnrnPlease let us know if we can help you in any other way.rnrnLearn more about our Shared, Virtual-Dedicated, and Dedicated hosting: Click herernrnSincerely,rnrnTim P.rnGoDaddy.comrnCustomer Service Representative

#7

Thank you very much for your quick reply. However, your response is flawed. rnLet me explain why. Your ULA describes your service being offered to me, withrna reliability of 99.9% uptime -of available time -. Yet, you refrain fromrndescribing the term, available time. Please give me (the companies) definitionrnof available time, and convince me that your ULA is not legally (orrnfundamentally) flawed. If service up-time is solely determent by yourselfrn(godaddy), then indeed, your ULA for my hosting plan is criminal (not legal). rnI have done the math, and determined, with reasonable undoubted (but possible)rnflaw, that I am entitled to 5% of my monthly hosting fee. Yet, you do notrndescribe the scope of this deduction. In relation to my situation, and yourrnagreement, these errors were not caused by my own scripting or coding errors.rnrnAndy Wright (andy.wright@yahoo.com)

#8

Dear Andy Wright,rnThanks for contacting customer support. Unfortunately, further details regarding interpretation of the purchase agreement are not available through this forum. We do apologize for any frustration. I have sent this issue to my manager for further review. Please let us know if we can help you in any other way.rnrnLearn more about our Shared, Virtual-Dedicated, and Dedicated hosting: Click herernrnSincerely,rnrnTim P.rnGoDaddy.comrnCustomer Service Representative

I did not receive a response. I really thought I would. Nothing...

The moral of the story: give credit where due, and fuck you when it is due to me!

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Main Entry: spew
Function: verb
Etymology: Middle English, from Old English spIwan; akin to Old High German spIwan to spit, Latin spuere, Greek ptyein intransitive verb
1 : VOMIT
2 : to come forth in a flood or gush
3 : to ooze out as if under pressure : EXUDE transitive verb
1 : VOMIT
2 : to send or cast forth with vigor or violence or in great quantity -- often used with out - spew-er noun
-- Merriam-Webster

Land where drunk cows swim and home to my daily hand