Why I moved Xinbi.com

This is just the last conversation in a long series of problems that were the final straw.

Chat: Thank you for contacting support. We are currently aware of an issue affecting the Beta control panel. Our network operations team is working to resolve the issue as quickly as possible. We apologize for any inconvenience this has caused you. Please hold for the next available operator to respond.
(15 minutes later)
Chat: You are now chatting with 'Suzie'
Suzie: Hi Jason, I apologize for the wait time. My name is Suzie, how are you today?
Xinbi: I'm just fine.
Suzie: How can I help you today?
Xinbi: Ticket 7076944 - No need to fix it.
Xinbi: ... it's still broken, but I don't care anymore.
Suzie: I apologize for any inconvenience this has caused you.
Suzie: May I place you on hold while I review your account and get back to you within 4 or 5 minutes?
Xinbi: Sure.
Suzie: Thank you for your patience. I will be back with some more information in 4 to 5 minutes.
Suzie: Thank you for holding.
Suzie: I noticed that you have scheduled your account to cancel on December 7, 2010.
Xinbi: Yup.
Suzie: The ticket #7076944 is escalated to our specialists.
Suzie: Our specialists will fix the issue as soon as possible.
Xinbi: Too late.
Xinbi: DNS server has been updated.
Xinbi: Just thought I'd let you know before you waste anymore valuable specialist time trying to fix my problem.
Suzie: If you keep the hosting account with us, I will ask our specialist to fix your issue within 24 hours.
Xinbi: I told the last tech person (24 hours ago) that if my problem wasn't fixed I was moving. My site has been down for 4 days now.
Suzie: I will ask our specialist to fix the issue within 24 hours.
Xinbi: It's too late.
Suzie: Okay.
Suzie: You can contact your new hosting service provider. I will close the ticket #7076944.
Xinbi: Thanx.
Suzie: You're welcome!
Suzie: Is there anything else I can assist you with today?
Xinbi: Nope.

Epilogue -- Truth is, Winhost is faster, has better admin controls and at half the price and they didn't nickle and dime me for extra domain pointing for an extra $15/domain. Just remember, it doesn't take very much effort to change providers. Hopefully the Winhost guys can meet my needs for a while.

 

... and it doesn't matter if a hosting provider has live chat support, if the person on the other end can't resolve the problem.

 

That is very true.

 

What an enticing deal! Ha ha.

Sounds like someone has problems. Taking sites down for four days - it's beyond anything I can wrap my head around. I've been doing this for a long time, and I've never run into anything that would keep customers down for four days.

Four days!

 

that chat format looks familiar.. webhost4life.com?

They broke me - for 3 weeks now.. with daily support chats that assures it will be 24-48 hours to fix.

Sad thing is that I moved to them from easycgi for the exact same reason

I need a stable host with people that know about hosting.. that's all I need.

Jay

 

it must be cheaper to let your customers troubleshoot issues after you flip the switch on a migration and risk loosing a few to your other hosting company, than pay for hardware engineers that that have test plans and 0% downtime mentality.. what a joke

 

I have unfortunate and painful first-hand experience with the company that bought WebHost4Life, and I can tell you that they expect to lose a certain percentage of customers when they buy a host and migrate the customer sites to their servers. So you're right, they are not going to do much to help during the migration. Or after it.