Comments on: Web 101: Hosting http://www.brianwold.com/free/2007/01/31/web-101-hosting/ Advice and Commentary on Web Site Issues Wed, 23 Feb 2011 19:36:33 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Brian http://www.brianwold.com/free/2007/01/31/web-101-hosting/comment-page-1/#comment-2855 Brian Mon, 19 Mar 2007 21:22:11 +0000 http://www.brianwold.com/free/2007/01/31/web-101-hosting/#comment-2855 Here's why customer service with Web hosting matters: I'm working with a client whose hosting is on 1and1 (a large, budget hosting company). I followed the 1and1 FAQ instructions on creating a custom error page, but it didn't work. Called Customer Support (sat on hold for 15 minutes); after some time they agreed that there was a problem, bumped the issue to level-two support, and asserted that someone would contact me with a solution. Two days later, after no contact, I called again (hold, again -- 20 minutes this time). Two days after that, I sent an e-mail. The reply, in broken English, agreed that there's been a problem and that a fix had been implemented, and would I please wait 24 hours for the fix to appear. More than 24 hours later, no fix has occurred. So I'm back on the hold again, waiting... Here’s why customer service with Web hosting matters: I’m working with a client whose hosting is on 1and1 (a large, budget hosting company). I followed the 1and1 FAQ instructions on creating a custom error page, but it didn’t work. Called Customer Support (sat on hold for 15 minutes); after some time they agreed that there was a problem, bumped the issue to level-two support, and asserted that someone would contact me with a solution.

Two days later, after no contact, I called again (hold, again — 20 minutes this time). Two days after that, I sent an e-mail. The reply, in broken English, agreed that there’s been a problem and that a fix had been implemented, and would I please wait 24 hours for the fix to appear.

More than 24 hours later, no fix has occurred. So I’m back on the hold again, waiting…

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