I thought long and hard about writing this piece. Would it benefit anyone if I slimed another company? No. Could it potentially save some people a few headaches? Maybe, but unlikely.
In the end, I opted to write this piece because I want my customers to know what I consider good business practices to be. I wanted my potential customers to know what I am paying attention to. And just in case someone google and finds me, I want to give my perspective.
I dumped my hosting company
As a web designer & developer, I offer to manage the hosting for some of my clients. (I’ll tell you why in another article.) I do my best to get a solid host that allows reselling, and then charge a competitive fee to my end users. I don’t host with bargain basement companies. I don’t skimp so I can save a buck, but lose functionality and services. I go with a company that has good reviews and if that means paying a little extra for solid service, then so be it.
A few years ago, I signed on with UltimaHosts to be my Windows hosting. At the time, they were getting good reviews. The price was solid. The support was good. And for years everything went great.
Then there were a few wobbles. Sites going down occasionally, email bounces. One day, my shared server apparently died. Four sites, including my own, went down. I submitted a support ticket, but received no confirmation. I could not reach anyone at any phone number. I feared they had closed up shop for good.
But wait: I could log in to my control panel. But only half of the options worked, the others threw errors. I managed to get a final database backup done, but FTP access was not working. For three days, I tried to reach someone to find out what was going on. I tried to find out what had happened.
Three days.
Like nothing had happened
On the fourth day, my sites came back online. No email. No response to my support ticket. Just restored service.
It was almost creepy.
And then I got an email, saying that a disgruntled partner had potentially sabotaged the system. And another, saying that their payment system was compromised. And another, saying the payment system was fine. And another, contradicting the first three.
So I switched.
Why it matters
There are a few things that matter to me:
- Communication: No one should receive silence as an answer in a crisis. I have not batted 100% in this area, but when I miss the mark, the first question I ask is: “What can I do to make this right?”
- Service: If a customer of mine feels like the fair thing is a refund, they get a refund. If they want additional support beyond their contract, I will give it when I am in the wrong. Without my customers, I don’t have a business.
- Integrity: I do not know what happened with the leadership at UltimaHosts. However, I will never hold data hostage. If you want the admin password, you can have it. If you want to switch your domain and site to another host with another web guy, let me know where to send files and information and what I can do to help.
In the end, UltimaHosts violated my trust one too many times. I didn’t feel my financial information was safe. I couldn’t get to my data. I couldn’t get any answers.
My hope is my customers never have to write this article about me.