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I hope this request is not out of line, but I really need some help finding a new hosting company. The problem is, my site is implemented with a secure server and PGPMail for credit cards, and I have been unable to find a reasonably priced alternative to the company I am with now.
On April 27-28th, my site and email was down for a day and a half. As soon as there was a problem I tried calling the company, only to receive a message that support was only available via email at this time. I immediately emailed and had not received a response after three days. I sent another email asking for a response (to be honest, I was concerned that the company was going out of business), and still have not received a reply to either email 10 days later.
For the past three days, we have again had intermittant problems. My coworker finally reached them on the phone yesterday and they indicated that they were going to email instructions for me to move to a new server. As of noon today, still no email, and site is off and on. I called up and got the runaround by someone on the phone. First he said that it was a systemwide problem and they couldn't possibly write back to everyone. So I asked why they didn't email everyone or post on their web site that they are having system problems. Well, it was just isolated to some people. After I realized that they didn't give a squat about customer service and didn't see a problem with not returning emails, I asked him if he could at least look into the current problem and give me a call back. He REFUSED to take my number and call me back! This is after I'd just finished telling him all I'd been through with his company. The reason he wouldn't do it... "We don't have time to call all 5000 of our customers". You'd think they could at least call ONE of their customers.
I apologize for the rant. I really would appreciate any suggestions on finding a host that supports PGP, or perhaps switching to a different system. I am using Mal's E-commerce for some of my products, which works well for flat-rate shipping, but I am not sure I can implement shipping zones with it.
[edited by: lorax at 9:02 pm (utc) on July 15, 2008]
[edit reason] removed specifics [/edit]
Thursday May 9th
Dear ******** Client:
Starting yesterday evening, we began to
receive Denial of Service (DOS) attacks from unknown
sources. We are actively investigating the source of
these attacks. The effect of the attacks is occasional
network slowness or email time-outs.
We thank you for your patience while we attempt to resolve
OCCASIONAL slowness... RIGHT!!
These people are really good. They seem to always be there, whether it's on the phone or through email.
There downtime is virutally non existance.
You basically have full control of your site, they are there if you need them.
They do great work for our sites, hope you can use them.