Good but not so good

[webcrawler2050]

Its a bit of both to be honest, my comments are only based on windows reseller services, so I cannot comment about the rest of eukhost services.

However, my experience with the windows reseller service has been a rollercoaster ride of problems, after problems, after problems.

For instance, support taking 12-15 hours on the last 3 occasions to rectify, even then, the problem is still not 100% sorted. Also, trying to get phone support is a nightmare, with their call centre in India, this makes things even more stressfull, than they already are.

Another bad point or a slight negg if you like, when i signed up I got my welcome email, as one would expect, however, it turned out that I was given the wrong IP for the Plesk control panel login, which isn't that bad but its just another negg.

Overall: Great Software, Nice friendly support people, Horrible phone support, need more staff.

Id give eukhost 5 out of 10.

Regards
Richard
RK Hosting

[eUKhost.com]

Thanks for your analysis of our services. As of now we don't need more staff as we have sufficient staff for phone support, livechats as well as our helpdesk.

You cannot expect windows technical problems to be answered within an hour everytime. We don't allow everyone in our support team to login in RDP when there's a new ticket. Only 1 or 2 senior system admins in every shift are allowed to login in RDP when the technical problem cannot be sorted from control panel.

You requested compensation for delayed response which I rejected but I would suggest you to try out some other companies and see if they respond to your tickets same day. You can refer to our TOS to see if we have mentioned any kind of commitment about response time for windows hosting service.

Our phone setup is having some problems right now but its not like other companies where special priority is given to sales calls and support calls are given low priority. We are suffering with sales as well due to hardware shortcomings but we will have new hardware and well organized phone support before end of next week.

for your information I would like to mention once again that our senior system admins work from helpdesk only and they never answer calls as people answering calls need to focus on communication only and those people can never sort server side problems due to constant bugging on phone. We are into shared hosting service and we sell packages starting from £22.99 per year so you should not expect to have a dedicated person assigned to you all the time to sort your technical problems.

If you have multiple custom requirements which needs assistance from our technical team all the time then a dedicated server would be a better option for you. If thats not feasible then we can assign a dedicated person for your requirement for £25 per hour.

[Nige]

I'd add:

1. Defensive comments from the Chief Marketing Officer - Never a "sorry" always a "what do you expect, it's all very complicated and we have a hard time...."
2. Communication - Updates on problems are few and far between, and again they're mostly defensive.
3. Technical problems - Sure, technology is difficult, sure it takes time to fix things - but I've not had much of a consistent service since I joined eukhost. In comparison to the same price range and offerings from other hosting companies, I think 5 out of 10 is a fair score.

[eUKhost.com]

Dear Nige,

Thanks for Joining Richard on this thread and I can definitely understand the reason for doing so. From last 3 days there has been no problem with 87.117.201.122 besides webmail and it seems that you are only focussed on web based email service. If email service is so important for you then I can provide you an alternative to this. We can move your email service on a Linux server and this would be free of cost from my end.

I've asked HostingController Management to give top priority to this server for webmail problems and I've told them that they will be paid whatever amount they want but things are not working with the speed you post on the forum. If you want me to update you constantly then I can setup a cronjob to post same story every hour but that would frustrate you more.

Rather than loosing your patience again, I want you to open a ticket for our windows department and ask them to move your email service on a Linux server for free of cost and give reference of this thread.

If money can buy a solution for webmail service on 87.117.201.122 then tell me the amount and I will have our company to pay it but I don't see any solution coming before Tuesday as Senior Staff of HC will be back on Monday ( US time ) and they will come up with a solution by Tuesday. I don't think you should wait till that time as you need to get your email service moved on a linux server.

I would like to clarify to you once again that this problem is something that money cannot buy so don't expect me to update you constantly on the status as I am completely dependent on HC and our windows team is communicating with them so they will update you if you open a ticket for them from our helpdesk.

[Nige]

Noted.
Implications for moving email to a Linux Server please? (ie: downtime, interface changes?)

You implied last Sunday that the server would be back on Monday. You implied the same later in the week. You may find it a better marketing tactic to come clean with your customers and make this kind of post at the beginning of the problems, rather than wait a week.

As far as the tone of your reply is concerned, Q.E.D.

[eUKhost.com]

Downtime wont be more than 30 minutes for moving email service on Linux but you will need to manage email accounts from a different control panel so that would be lil inconvenient for you but you will get highly reliable solution.

Some of our existing customers already have such service with us and thats why they never bother to come on the forum

my tone sounds harsh as I know I have given more than 100% in getting problems sorted with 87.117.201.122 but now only webmail problem is left so you should at least appreciate our efforts in making server stable for all other services. Only webmail service has got problems with it which is due to sharing of application pool ( our windows system admins have said so ). MailEnable is sharing application pool with default application pool of IIS Web Server so webmail breaks when you change ASP version from the control panel. This seems to be a huge bug in hostingcontroller and I am not going to spare them on Monday.

[Nige]

Understood. Thank you for all your efforts so far.
I'll submit a ticket now.

[eUKhost.com]

make sure that you give reference of this thread or else they will move it too billing department and billing department will ask you to pay which will frustrate you. If possible give me the ticket number over here to followup with the guys and ensure minimum downtime.