Complaint Review: Hosting-Network Inc.

Web Host - False Advertising:

On February 17 2003, my jewelry business web site suddenly went down. I received a 404 error message. It was after hours so I e-mailed their service department and received an "auto-response" trouble ticket. Each day I sent another letter.

Three days later, I received a response stating that my site and emails were down because they were "migrating" all of their customers to a new control panel, and that I would need to give them my credit card number and expiration date, plus I would need to request to be "migrated" to this new control panel.

I followed these instructions to the letter. After a week went by, I used their chat services only to have their employee close the chat when I asked if a fax number was correct that I found at the Florida BBB site. I called them, long distance, immediately, and the same employee answered the phone.

I asked him why he closed the chat, and he would not reply. I asked for him to check the status of my site and was told that I needed to purchase a premium trouble ticket, and a 3rd level tech. would call me back within one hour, Guaranteed.

I gave him my phone number and immediately paid the fee using my Visa, excited that my site would be back up and running again shortly. I waited the hour... nothing.

After 3 hours I called and this same employee answered the phone. I said "I was wondering where the 3rd level tech call is" He responded that the tech would call me right away. I waited... again, no call.

TEN hours passed, and while I was away, my wife received a call from featureprice stating that my site was restored, and all I needed to do was upload my data. This information floored me as I opened my site to find one page, THEIR "under construction" page, and my completed, 30 page site still missing.

I called back the next morning at 9am (11am, their time) asking for a supervisor. I was told none were there yet. I asked when one would arrive, and was told in a few hours. I asked what the managers' name was and was told they could not give that information out.

I asked what their name was and was told they give only first names. I asked to speak to a 3rd level tech (their site said that they have several) and was told they could not transfer the call. I asked them to please check the status on my web site and after a few minutes was told that all of my data was lost due to a power failure.

My site has been down now for 43 days as I rebuild with another host.

This companies responses when customers ask for help are ridiculous. We all know hard drives do not lose data when powered down.

1) In their web site ads they claim to have dual raid systems protecting my data. Which are backups of backups, basically.

2) They claim to have a 60kw military diesel generator for backup power.

3) They promise 99.9% uptime.

4) They state that if you pay for a premium trouble ticket, you will receive a call from a 3rd level tech in ONE hour. Guaranteed.

I am not an unreasonable man and am known to be extremely forgiving, as I make mistakes also.

I am not asking for the labor cost to rebuild my web site; even considering the total labor cost to build my site is estimated at $4000. My loss is that I had not backed it up before it suddenly went down. (I accept that loss as my own fault)

I have no idea of my loss in potential sales. I do not wish to dwell on this matter.

As a matter of principle:

I am paid in full until Oct 2003. I want a refund from Feb through Oct.

I want a refund of the premium trouble ticket as I am convinced that they do not have any 3rd level techs, nor do they respond as promised.

I am NOT asking a refund of all the hours I have spent on long distance calls to get no help, and nothing but double talk or the "runaround".

I DO want but will probably never receive... "Hey, we are sorry."

ATTENTION: FeaturePrice employees, you ALL aught to be ashamed to be associated with a business such as this!!!

William
Phoenix, Arizona
U.S.A.