WHBCTO
join:2006-04-27
UK
| WHB Response
Firstly, we have 3 canned responses in the entire helpdesk. These are for when the ticket changes department. No other response is canned, and all are custom written. We do make an educated guess at user experience but if you explain in the first point of contact that you are an experienced user, then we can talk to you on a more complex level.
Whilst I do not doubt your ability to code PHP scripts, we also run 100 servers 24 hours of 24 hours each day. We know what to look for and we only suspend accounts when we are absolutely sure that they are the culprit.
Obviously you read our explanation at whbstatus.com, so please get in touch with me directly so we can look at the suspension issues of your account, and what we can do to either help you find a more suitable solution or repair our business relationship. |
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lmnop
@rr.com
|  Matt, I'd personally like to hear you reply to some of the posted concerns, such as simple notification when taking suspension actions, and why he didn't reach someone like you when he was actively trying to resolve the issues. I'm shopping for webhosting services. Thanks. |
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WHBCTO
join:2006-04-27
UK
| The original poster is now satisfied with WebHostingBuzz. There was some element of misunderstanding, but I believe everything is now resolved to both out satisfactions.
Our suspension policy, unless it's gross breach of terms of service (eg child porn or hacking), is always to email first and only suspend if we do not get any response. If a runaway script is at fault, we'll always try and suspend that script and not the entire account.
Our goal is to work with customers to be succesful - this helps us both.
Matt |
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equazcion
join:2007-04-24
Fresh Meadows, NY
4 edits | I got a couple of instant messages asking me to confirm this comment, so I thought I'd clarify:
The misunderstanding had to do with a continued complaint I had after posting this review. I was complaining to Matt via email for a few days about an issue that I thought had to do with server performance, which I turned out to be wrong about. The server actually seems to be performing rather well lately, and the hourly load spike I described in the review seems to no longer occur.
The events that I describe in the review, however, were no misunderstanding. If they had been just a misunderstanding then I would have deleted the review altogether.
The truth is that although those things did happen, everything is running smoothly right now, and have been since I wrote the review. My account hasn't been suspended again since, and I haven't needed to submit any support tickets; so I can't comment on the status of email notifications or the quality of support. There also hasn't been any significant downtime since (at least not on my server).
I hope that helps. |
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