any hostway.com agents having problems with support?

They have: 1 posts

Joined: Apr 2008

My company is a Hostway agent.

We've found that Hostway support has really gone downhill. Although the Tier 1 phone guys are great, anything that gets escalated to Tier 2 goes into a black hole. (We've been waiting over a week to get a subdirectory ftp account set up for one of our clients... SiteControl did not work, and nobody at Hostway can tell us why.)

I'm trying to locate other Hostway agents to see if they are also experiencing problems with support, and whether we can work together to put some pressure on Hostway to improve. (I've already gotten responses from a couple of other Hostway agents who are interested.)

I'd love to hear from you about your experiences with Hostway, and what you'd like to see improved.

tummy's picture

They have: 121 posts

Joined: Mar 2007

What kind of services do you provide?

They have: 1 posts

Joined: Apr 2008

Hostway just laid off their entire Chicago support staff, both Tier 1 and Tier 2. The only support staff left are ones who don't know the systems.

With all the layoffs over the past month, its only a matter of months before the company is sold off or just shuts down all together.

They have: 1 posts

Joined: Apr 2008

This is on top of most of their developers leaving, and many of their senior system administrators being laid of yesterday. Sounds like it's going to be a rough ride for Hostway customers...

ohrana's picture

They have: 156 posts

Joined: Sep 2006

ob1245 wrote: This is on top of most of their developers leaving, and many of their senior system administrators being laid of yesterday. Sounds like it's going to be a rough ride for Hostway customers...

Looks like that.

They have: 2 posts

Joined: Oct 2008

I have had an account with Hostway since the year 2000. In April this year I found that I could not edit my website in Front Page. After around $500 of telephone calls, followed by around 100 emails I finally threatened to sue them. They have a limit of liability clause that covers most things except consumer fraud and having consulted with a lawyer in Chicago he said that by selling me something I could not use they could be sued for this. I issued a threat to do this at the end of September and within 24 hours the problem was resolved - I stopped paying them in July. I wrote to their billing department and told them that they should make me a reasonable offer, also asking for the name of their Managing Director / President and his email address. This was three weeks ago and I have sent two emails since asking the same question with no response. I have 3 emails from them admitting liability but today they have suspended my account and threatened that if I do not pay them $81 (the amount outstanding since July) they will delete my website from their servers. I am based in Spain. Their customer service and loyalty in my opinion does not exist. They practically ground my business to a halt.

knorr's picture

They have: 171 posts

Joined: Sep 2006

ICCSL, what web site do you host with them?

They have: 2 posts

Joined: Oct 2008

www.spanishmedproperty.com

I still do not have any offer from them and I had to pay the $81 so that the site was placed back online. I now have another bill for them for $13.90 and naturally if I don't pay they will take the site down. To sue them will cost more money than I have but I intend to have another crack at them to at least reimburse the telephone calls.

They have: 2 posts

Joined: May 2009

I was happy for several years, but suddenly their service has collapsed. I have been unable to update my website for a week, no FTP connections possible, and hopeless replies from their "support" service.

Want to join the discussion? Create an account or log in if you already have one. Joining is fast, free and painless! We’ll even whisk you back here when you’ve finished.