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Please note that this form is only for web host company's representatives. Responses from others will not
be posted. Customers should submit new reviews or email the original reviewer instead.
You are responding to the following review:
| Overall Decent Value - Review by
Anthony E. submitted on October 18, 2002 |
| Customer's web site: N/A |
| Length of time hosted by this company: 1 year - 3 years |
| Date when last hosted by this company (as of October 18, 2002): Current customer |
| Plan used: Economy and Business |
| Customer service rating: 9 out of 10 |
| Technical quality rating: 8 out of 10 |
| Cost rating: 9 out of 10 |
| Overall rating: 9 out of 10 |
Now, I've seen some fairly bad reviews here that amaze me because they parallel my experiences with a hosting provider I had before hostrocket. Because of my previous experience, I researched several companies very carefully and have been pleased with my account with hostrocket as a result. As a realistic person, and a technician myself, I can respect the occasional delay or unexpected hardware or configuration problem, as long as it gets fixed. I myself have had very few problems with my site and those I had were minor and resolved within a day or two after I clearly stated through trouble tickets my observances of the problems. I do know however that when they migrated their servers to a new location, some hiccups occured and then immediately afterwards they upgraded their mail servers, causing email problems for several people. Luckily, I was not affected anymore than have to setup all the email accounts for my site and I had a small list. I can imagine the headache a large list would've caused.
Now from a tech perspective, having witnessed tech support from both sides and also witnessing the behaviour of some other hostrocket customers from time to time, I would suggest that several people's disappointment or dissatisfaction with service stems from their own lack of communication or even outright hostility when trying to get an issue resolved.
The biggest gap in customer/technician relations is oftentimes translating the nature and extent of the problem effectively.
Overall, I've been satisfied with the service I've experienced from hostrocket although with their recent email snafu, I worry it hurt their business too much as well as their reputation and I wonder how that will affect me down the line.
on an endnote, I read a post here giving the impression that hostrocket requires frontpage extensions. that is not true, while they supposedly support frontpage extensions, it's not a requirement for the backend or any hosted site or else i wouldn't touch their service with a ten foot pole. just wanted to clear that up.
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