My site has been suspended for 8 days with no reason

[samrocket]

Title tells it.

I have sent several e-mail messages to support people without a success.

I wish I know a reason, even if it is upgrade !

How does HostRocket expect communicating with customers?

Only through the Forum ?

[Brendan]

Hi,

Please make sure you have an open ticket with us to verify this problem is being worked on. No account should ever be suspended this long if there is a ticket open. Try giving us a call at 18005456737, one of our staff members will have you back up and running in no time.

-Brendan

[samrocket]

Unfortunately HostRocket suspends Cpanel too. So, you can't make tickets.

I am helpless and getting out of mind, if they want to upgrade, ok, go ahead and upgrade and collect the charge, no problem, but don't just stand there not replying email messgaes, nor telling poor customer what was his crime that he commited to be punished in this inhuman way .

[HRTimothy]

Hi Sam,

Actually you can submit a ticket by filling out the form found at http://www.hostrocket.com/support/sendinaticket.htm Also, feel free to give us a call as Brendan said at 800-545-6737. Without a ticket or phone call, there is no efficient way for our technicians to assist you.

Please call us or send in a ticket so a technican can locate your account and resolve this immediately.

Have a great week and thanks for using HostRocket.

[samrocket]

Tnanks,

I did send a ticket yesterday . They would not reply to tickets neither.

[HRTimothy]

In that case, what is the ticket number? At quick glance, I see no open, oustanding tickets regarding a suspension in the system. By providing the number, I can locate your ticket and I will personally ensure that someone resolves your issue today.

Without any information, it's hard for me to assist you.

[HRTimothy]

Thank you for sennding your ticket information directly to me. It appears that a technician responded to you shortly after submitting the reqest, and we are awaiting a response from you. Please respond to the ticket in order for us to continue to resolve this issue.

[samrocket]

Day 11 . Still .

[Silmaril8n]

And did you respond to them?

So far it just looks like you don't know how to check your email...

[samrocket]

Originally posted by Silmaril8n
And did you respond to them?

So far it just looks like you don't know how to check your email...

Thanks.

YES, I definitely responded to them instantly, the Ticket #152709 hase been open for two days and then was closed today without any answer.

And I am checking my support panel mail (the only thing that I have access to) every minute.

Anyway, let's get done with that now.

I am loosing about $50,000 everyday because of you shutting down my site without notice or reason for over two weeks now. with a total ignorance of my repeated contacts that I have made with you through:-

1- Email messages.
2- Support Tickets.
3- Phone Calls.

[HRTimothy]

With a quick glance, it appears that a technician is waiting for additional information from you. By responding to our tickets and requests for information, you can receive the best possible service.

Alternatively, please feel free to call our office for assistance. We'd like to help you, but submitting multiple requests without following up on those requests when asked does not make things efficient.

[Silmaril8n]

Originally posted by samrocket
I am loosing about $50,000 everyday because of you shutting down my site without notice or reason for over two weeks now.

If you're losing that much $$ each day then you should have a dedicated server (do you? I doubt they would suspend you on it). I mean c'mon - you get what you pay for.

In my opinion though - HR does an awesome job for the price that we pay.

[samrocket]

Originally posted by Silmaril8n
If you're losing that much $$ each day then you should have a dedicated server (do you? I doubt they would suspend you on it). I mean c'mon - you get what you pay for.

In my opinion though - HR does an awesome job for the price that we pay.

The issue is not how much I am making or how much I am loosing.

The issue is that they shut down your site, shut down your FTP account too, so that no way to get your files, and they ignore you completely for somedays to make sure you are ready to accept whatever they want , they did it 6 months ago in the same way to me.

Ok, what is the problem of telling a customer that you need upgrade before shutting down his site, then it is up to him to upgrade or leave.

But shutting down his site, and ignoring his messages, then coming after days and after hundreds of inquiries and messgaes to tell you that you are bad guy, YOUR TRAFFIC IS HIGH, GET UPGRADE OR GET LOST.

I don't think, this is right way to do buisness .

I don't care if they want to charge me thousands of dollars, but with a deal, with a communication, I definitely wonder what type of customer service is this ?

Sometimes I think I am dreaming, and none of what is happening is real????

[Silmaril8n]

Ok point taken.

My point was that if you are going to rely on a website for that much $$ then it shouldn't be on a shared or even semi-ded account... which you didn't answer so I don't know.

So now you're case is: I've sent in tickets and called and they don't respond.

And their case is: We've replied to the requests but you don't respond.

Post the ticket numbers here and that may help them to assist you - otherwise who knows?

[samrocket]

Dear Silmaril8n

I did.

It has taken me ten days to know why my site is shut down , and extra 5 days to keep going with hosrocket to know what they want. and still going .

Do hostrocket staff understand what seconds and minutes mean for some customers ?

definitely not, their policy is as follows:

1- Shutdown the site.

2- Don't answer the victime's emails or phone calls for some days.

3- Keep on Ignoring him while having everything on hand ( like his files and data, making sure he has no access)

4- Tell him finally what a bad guy he was that he crashed a server.

Then simply ask him to upgrade while his hands are twisted behind his back. At this time, tell him whatever you need, even telling him that he is a stupid customer, who can not even know how to check his email, and just PASS to next victim.

[Silmaril8n]

Let us know how this all pans out.

Their suspension policy is one of the few things that worries me about the service. Too many horror stories (like yours) end up here on the board.

[samrocket]

Day 14.

Still.

Looooooooooooooool

I really don't care much now. I already lost everything.

[HRTimothy]

Sam,

I apologize that you feel that this issue hasn't been resolved for you. However, we cannot be resolved without your cooperation.

You have submitted numerous requests including tickets 152723, 152675, and 152708. In all three of those requests, our technicians responded very quickly. However, you did not respond to them at all in any of the three tickets. It does not help to open an entirely new ticket when you won't work with us to resolve a currently open ticket. By not responding to our technicians and then just creating multiple tickets repeating this process, you only delay the resolution.

In ticket 152709, you did respond. A technician then sent you information requesting some additional information and providing some additional instructions for you to follow in order for a dedicated upgrade request to be processed. This was all taken care of in a very timely fashion. The order has not yet been processed because you have not followed the necessary steps to complete the order. Typically those steps take only minutes for a client to complete. In your defense, I can see that those steps could have been communicated a little more clearly and I will bring that to the attention of that staff member. Please either complete the process by following the instructions in the e-mail you received or follow up in ticket 152709 if you are having trouble doing so. By keeping responses in one ticket, you can ensure that this will be resolved in a timely manner.

As I said before, unless you work with us, we cannot resolve issues. If you feel that you haven't received the best possible service and would like to comment on the way this situation was handled at any point, please contact our Customer Service Manager, Melissa McDermott at melissa@hostrocket.com or me Business Development Manager at timothy@hostrocket.com.

[samrocket]

Thanks.

But I already sent the filled Dedicated Service PRICE/PAYMENT AGREEMENT FORM by fax yesterday.

I got email from you stating that you have not received any documents as of yet.

Eventhough I fax it to (518) 371-5919 .

Please check that out, I can send it again if you want me to.

[HRTimothy]

If you could resend the paperwork, that would be great. I asked a senior technician to watch for it and to process everything as soon as it's to get you up and running as quickly as possible.

[IanTheMighty]

Hello,

As of 12:14pm on 8.27.04, no contract or dedicated server price aggreement has been sent to us. All we need to get this going are the contracts I sent to you several days ago. If your having problems with any step of this, you can always email me at the address Ive been emailing you from, or give us a call.

This is a simple process, and most who upgrade to a dedicated server are up and running inside of an hour. It only takes as long as the customer takes the fax the contracts back.

I look foward to assisting you,

Ian Coffey

[samrocket]

Please....

I just need, at least, FTP access to my own data, since it was stopped with the HTTP and MAIL services too.