Complaint Review: 3ix 3ix Web Hosting 3ix Hosting - Humble Texas

3ix Web Hosting servers were hacked in the last 48 hours, possibly even longer ago. I have over 10 websites with 3ix alone. 3ix promises a 99% uptime or they refund your money for the month. With a monthly cost of $1, I don't stand much to gain with a refund and what I am worried about is the past 3 months of content that has been added to each one of my sites. Content that I have paid for and spent time adding to the websites. All of these sites were blogs and I added plug-ins as well as other customizations. I designed and spent hours of my life working on these websites.

3ix provides a customer service number with a promise of returning calls withing 60-90 minutes. I understand that can be tough and especially in a time of crisis. I left a message with customer service over 5 weeks ago and it still hasn't been returned. So, I have been online chatting with technical support for the past 48 hours trying to understand when my websites will be addressed.

Here is a chat transcript from 3ix:

General Info

Chat start time Apr 28, 2008 10:49:43 AM EST

Chat end time Apr 28, 2008 11:21:00 AM EST

Duration (actual chatting time) 00:31:16

Operator Live-Chat

Chat Transcript

info: Please wait for an operator to respond.

info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

info: You are now connected.

Live-Chat: Welcome to 3iX live chat, my name is Mike, please hold for a moment, I am reviewing your question.

Live-Chat: What is your domain/site name?

sam: http://www.technology-wizard.com

Live-Chat: Please make password for your cpanel is safe and secure

sam: where is my content?

Live-Chat: You need to reupload your web pages

sam: they were chats

sam: not chats, but posting

sam: 3ix needs to use the backup

sam: 2 days ago

Live-Chat: we will restore the backups for your account and it will take next 5 - 6 hours

Live-Chat: Is there anything else I can help you with?

sam: yes

sam: my other sites and I don't want to hear that anymore

sam: you've been saying that for the past two days

Live-Chat: Our apologies for the inconvenience, such outages are rare but of course possible, rest assured everything possible is being done.Currently there is no ETA (Estimates time period / deadline)for this but this will be soon fixed and we will update you as soon as the issue is fixed

sam: i need to speak with a supervisor, your company is about to have a lawsuit on their hands

sam: supervisor please

Live-Chat: Hello Sam

sam: hello

sam: what is your name and ID number please

Live-Chat: My name is Jassica

Live-Chat: We are working to restore the backups and it will take next 3 - 4 hours to restore the backups for your account

sam: I've been told that the past 48 hours

sam: here's the things

sam: take a look at this site

Live-Chat: We apologies for the inconvenience caused to you.

sam: http://www.celebritynewsgossips.com/

sam: you have restored the site, but not all the information is there

sam: It's only up until April 3rd

sam: I need it up to April 27th

sam: i have 5 sites like this and I'm about to call my lawyer

sam: i'm not happy about this

Live-Chat: we have restored the available backups

sam: your backup is 1 month ago?

Live-Chat: if you have backups for your web site then please upload that from your end

sam: I need to speak with someone on the phone and let them know how serious I am

Live-Chat: yes new backups for your account was gone corrupt

Live-Chat: that's why we have restored old backups

sam: if this isn't fixed, I will need to be reimbursed or I will be starting a class action lawsuit

sam: Do you have a telephone number of someone that I should be speaking to?

Live-Chat: You can call 3iX Sales free from US & Canada on +1.866.999.4349, 9am to 5pm EST, we also provide 24x7 contact through chat and ticket.

sam: no one is there

sam: I just called

sam: i need a direct number

Live-Chat: May be all lines busy at the moment

sam: that doesn't help me

sam: i need a direct number to someone who can do something about this

sam: take a look at this website - http://www.technology-wizard.com - this site has over 3 months of paid posts

Live-Chat: Sorry there is no direct phone line here

sam: and you have restored nothing

sam: i will be charging 3ix for all the money spent

sam: if it's not restored

Live-Chat: ok

sam: ok, I think you should notify someone of this

Live-Chat: ok

Live-Chat: Is there anything else I can help you with?

sam: yes

sam: you can give me a telephone number where i can speak with someone

sam: you haven't helped me at all

sam: i have 8 sites on your netowrk and none of them are up

Live-Chat: You can call 3iX Sales free from US & Canada on +1.866.999.4349, 9am to 5pm EST, we also provide 24x7 contact through chat and ticket.

Live-Chat: Is there anything else I can help you with?

sam: yes you can give me a telephone number where i can speak with someone

sam: not that number

info: Your chat transcript will be sent to [email protected] at the end of your chat.

sam: Jassica, are you sure you are going to refuse me any help with this?

sam: you are breaking your service level agreement

sam: and opening yourself up to a lawsuit

Live-Chat: I have already told you that we are working to restore the backups

sam: you have restored my site

sam: and the information isn't there

sam: that doesnt' help me

Live-Chat: You are not going to co-operate us

sam: i need all the content I ahve spent money on over the past months

Live-Chat: Do you want refund for your account ?

sam: no, i'll need all the cost of all the content 3ix lost

sam: unless it's restored

sam: What is your ID number and location?

sam: hello?

sam: please provide me your ID Number and Location

info: Your chat transcript will be sent to [email protected] at the end of your chat.

Needless to say, I was frustrated by a few things:

1. She wouldn't give me any identifying factor of who she was. A fake name misspelled doesn't help.

2. She didn't listen and even try to help. Just gave me a canned response.

3. She ended the chat by not responding, so I was unable to get a hold of anyone on the phone or receive any help. I left a message 5 hours ago, but I'm not counting on that.

I am utterly frustrated and considering my options. One of which is putting together a class action lawsuit if a lot of other people have lost the thousands of hours they put into their website.

You can still see the hackers at this websites here - www.herfashionstyle.com and you can see how they restored one of my blogs with months of content here - www.technology-wizard.com

Anyone who has experienced similar treatment and is sick of being ignored and doesn't want to see their life's work thrown away without compensation, contact me and let's see if we accomplish something in mass

Sam

Los Angeles, California

U.S.A.