HostDime Cancels Server Early (Horrible Business Practice)

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HostingAbove

HostingAbove

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Has anyone every used HostDime?

We had for nearly a year giving them some generous business I would like to say. Anyways, to get to the point. We are currently in the process of purchasing brand new equipment to co-locate and of course we submitted a cancelation request for one of our nodes rented, which was hosting our main website, client portal, and some backups. We submitted the cancelation to clearly state "Please take down on the 1st". I than assumed, just like a cell phone company they would either disable the service on the first, or may possibly take the server down during the evening just like every other server we had with them.
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While we were migrating some data off the server at around noon (Mountain Standard Time), the server became unaccessible so we immediately contacted HostDime 30 minutes or so from the server being taken down. We were advised that the server was already decompiled and would need to await 48 hours or so till we could have it back online. Our System Administrators kept up to date with HostDime, as we were expecting as large of a business they are with the reputation they had previous to this ticket, it would had been solved within an hour or so.

To get to the point, it's nearly coming up to 24 hours. I have called them 12-14 times within the last day, morning getting the same representatives explaining of how they are "unsure and shocked" that this happened. We need the important data off these drives, which we do have some recent backups, but we need the most recent Client Portal database, as well as some recent web files.
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Anyways, we will not be doing anymore business with this company as no one appears to know who their "superiors" are, and they need to consider that a hosting business is a 24x7 operation, therefore I would feel that we are very generous with our patience we have given them.

Please see these screenshots and let us know your thoughts. I will keep you up-to-date, but this is a total shocker. For all current clients doing business, please do be aware.

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http://i48.tinypic.com/2507dl2.png
http://i45.tinypic.com/v5a4h1.png
http://i48.tinypic.com/2zhqdzn.png

- Tanner
 
HostingAddicts said:
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Has anyone every used HostDime?

We had for nearly a year giving them some generous business I would like to say. Anyways, to get to the point. We are currently in the process of purchasing brand new equipment to co-locate and of course we submitted a cancelation request for one of our nodes rented, which was hosting our main website, client portal, and some backups. We submitted the cancelation to clearly state "Please take down on the 1st". I than assumed, just like a cell phone company they would either disable the service on the first, or may possibly take the server down during the evening just like every other server we had with them.
---
While we were migrating some data off the server at around noon (Mountain Standard Time), the server became unaccessible so we immediately contacted HostDime 30 minutes or so from the server being taken down. We were advised that the server was already decompiled and would need to await 48 hours or so till we could have it back online. Our System Administrators kept up to date with HostDime, as we were expecting as large of a business they are with the reputation they had previous to this ticket, it would had been solved within an hour or so.

To get to the point, it's nearly coming up to 24 hours. I have called them 12-14 times within the last day, morning getting the same representatives explaining of how they are "unsure and shocked" that this happened. We need the important data off these drives, which we do have some recent backups, but we need the most recent Client Portal database, as well as some recent web files.
---

Anyways, we will not be doing anymore business with this company as no one appears to know who their "superiors" are, and they need to consider that a hosting business is a 24x7 operation, therefore I would feel that we are very generous with our patience we have given them.

Please see these screenshots and let us know your thoughts. I will keep you up-to-date, but this is a total shocker. For all current clients doing business, please do be aware.

===
http://i48.tinypic.com/2507dl2.png
http://i45.tinypic.com/v5a4h1.png
http://i48.tinypic.com/2zhqdzn.png

- Tanner
Click to expand...

Despite the bad practices, you should know backing up is the key.

Always ensure backups are running daily, then these issues will be simple to combat.
If not your business will suffer.
 
HostingAddicts said:
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Has anyone every used HostDime?

We had for nearly a year giving them some generous business I would like to say. Anyways, to get to the point. We are currently in the process of purchasing brand new equipment to co-locate and of course we submitted a cancelation request for one of our nodes rented, which was hosting our main website, client portal, and some backups. We submitted the cancelation to clearly state "Please take down on the 1st". I than assumed, just like a cell phone company they would either disable the service on the first, or may possibly take the server down during the evening just like every other server we had with them.
---
While we were migrating some data off the server at around noon (Mountain Standard Time), the server became unaccessible so we immediately contacted HostDime 30 minutes or so from the server being taken down. We were advised that the server was already decompiled and would need to await 48 hours or so till we could have it back online. Our System Administrators kept up to date with HostDime, as we were expecting as large of a business they are with the reputation they had previous to this ticket, it would had been solved within an hour or so.

To get to the point, it's nearly coming up to 24 hours. I have called them 12-14 times within the last day, morning getting the same representatives explaining of how they are "unsure and shocked" that this happened. We need the important data off these drives, which we do have some recent backups, but we need the most recent Client Portal database, as well as some recent web files.
---

Anyways, we will not be doing anymore business with this company as no one appears to know who their "superiors" are, and they need to consider that a hosting business is a 24x7 operation, therefore I would feel that we are very generous with our patience we have given them.

Please see these screenshots and let us know your thoughts. I will keep you up-to-date, but this is a total shocker. For all current clients doing business, please do be aware.

===
http://i48.tinypic.com/2507dl2.png
http://i45.tinypic.com/v5a4h1.png
http://i48.tinypic.com/2zhqdzn.png

- Tanner
Click to expand...

Simple thing as Paul stated " daily backups"

but if you were moving to a new node/server, what you should have done was migrate everything over to the new node/server, then make sure everything was migrated over and then placed your cancelation

HostingAddicts said:
I than assumed, just like a cell phone company they would either disable the service on the first, or may possibly take the server down during the evening
Click to expand...

yes you assumed but most hosts etc. use automated systems and crons. so if the cron is set to activate at 1pm then at 1pm anything such as terminations will take place at this time.
 
Thank goodness we had backups! We do backups on a regular basis, but for a hosting provider to do that to a client is a bit of a shocker.

Anyways, we felt threatened and they said that the only way they are putting our server back online for another 24 hours is that if we pay a 75USD non-refundable fee.
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http://i49.tinypic.com/dgknmg.jpg
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Just letting people know the practice... seems shocking of a large of a provider such as HostDime would run it's operation that way...
 
And backups save the day again. Never underestimate the need for regular backups - you never know when you will have to go back to them.
Glad to hear you'll be able to restore your service
 
Truly saying we are using there server and service, they are very fast to take action and work. I have tried others too in past but I find them better. It may have happened with you that they did that mistake but seriously you may have also felt there service in past with prompt reply.
 
Hello,

I find that their service and replies were consistent and prompt. I'm just not sure why they dropped the ball this weekend. They had time to turn off the server (manually) and 20 or so minutes later did not have time to put it back online. As you can see from the replies within the ticket.. they didn't respond till 16 or so hours later after I had.

Anyways, I'm just shedding some light on this. We have spent thousands upon thousands of dollars with HostDime. Before this mishap, I would tell others about their fantastic service. But.. seriously, to turn the service off early. Have us wait, than tell us we need to pay an "activation fee".. seems a bit pathetic in our eyes.

- Tanner
 
the activation fee is a bit steep, but they will be looking at it this way as you stated

We submitted the cancelation to clearly state "Please take down on the 1st".
Click to expand...

so assuming as you have not stated they took this down on the 1st at 12 noon, then they followed your instructions, so they will be like most host charge a fee to reactivate the server.
 
I think the files would be still on server because they take it down but doesn't delete it for 4-5 days. They give full chance to get backups. I am right?
 
HostingAddicts,

When you submitted cancelation you were clearly told it would be canceled on June 30th see:

http://s.hostdi.me/Zl0X

If you needed another day or week is there any reason why you didn't reply back to the ticket requesting such?

We have many times in the past given you days past the 1st to accomodate your needs without charging you. We also provided you with a lot of help even though your servers weren't managed. We also provided you discounts we only provide to clients who have over 100 servers with us when you only had a few. We really embraced the partnership with long term goals and commitments that were never done on your end. In return it seems your company would always give us a run around with ordering servers, canceling them mid month and making changes monthly which makes it extremely hard to work with. We felt taken advantage of and in the end we needed to draw a line. You submitted this cancelation weeks ago you knew the 30th was coming. If you failed to not move your files in the timely fashion and the server was canceled am sorry but seems shame on you. It is only fair to pay a fee to bring the server back online. Once you paid the server was brought back online and we are even giving you 1 week extra just to be safe you didn't miss any files. I understand your upset but you should be upset at yourself and no one else. You know very well the level of service we offer is superior.
 
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Could you be any more unprofessional?
You are revealing private details about a client!!!

I had no opinion on this thread before but I sure as hell do now.
Unbelievably amateur approach to this. You should be embarrassed and I can only hope you are a low level employee of this company acting on your own accord.
 
Not sure if I missed anything before the post was edited, Blue, but what private details about a client do you mean?

It sounds like a reasonable enough response to this issue. I, for one, always appreciate when companies follow up (and vice versa) or share their side of the story. I didn't notice any sensitive details being shared.
 
"We have many times in the past given you days past the 1st to accomodate your needs without charging you."

"We also provided you discounts we only provide to clients who have over 100 servers with us when you only had a few."

"In return it seems your company would always give us a run around with ordering servers, canceling them mid month and making changes monthly which makes it extremely hard to work with."


Not sure of what your definition of private is but these statements on a public forum are totally unacceptable and unprofessional.
These are details that a hosting client should have expectation to not have revealed on a public forum.

Any host worth their weight would never make such a post on a public forum.
 
Oh I see. I guess I am spoiled by boulevard press, I was looking for something more juicy and private like name, address, website URLs, billing details, stuff like that. :D

I suppose you are correct on calling these statements sensitive. In today's day and age, it is tough for companies to fight back. I guess stating that the client was aware of the date of cancellation long before would have been sufficient to take the point across.
 
Blue said:
"We have many times in the past given you days past the 1st to accomodate your needs without charging you."

"We also provided you discounts we only provide to clients who have over 100 servers with us when you only had a few."

"In return it seems your company would always give us a run around with ordering servers, canceling them mid month and making changes monthly which makes it extremely hard to work with."


Not sure of what your definition of private is but these statements on a public forum are totally unacceptable and unprofessional.
These are details that a hosting client should have expectation to not have revealed on a public forum.

Any host worth their weight would never make such a post on a public forum.
Click to expand...

Not really sensitive, I guess it could be seen as that way but not something worth talking about.

All my advice in this thread is, learn a lesson.

Cancel when you have moved, backup regular.
It's a safe practice.
 
As I would like to say we have been very patient as it took nearly 12 hours to actually be told we may "pay the activation fee" to restore the service.. we paid regardless as there wasn't much to think about.. our data was being held as a hostage.

We were more worried about the drives being wiped, but we were shocked to be in such a situation with such a large company HostDime. Just as a side note, Saturday and Sunday I had tried attempting to call both Manny (CEO) and Paul (Network Operations Director) as they left their personal phone numbers. They both seem not to want to address the situation, as we have left voice mails and when asking for Manny's response via the ticket system he says to contact him personally over skype/email. I'm not too sure if he wants his employees to see how he handled the situation. Regardless, we are both in the wrong but I would say HostDime is more in the red on the situation...

We still had 12 hours or so of day light burning to migrate our data.. as we were actually in the process with they shut the server down. They than expect us to pay.. when really we should be given a credit for us still having time that was PAID.

Thank You,
Tanner
 
Blue said:
Could you be any more unprofessional?
Click to expand...

We are not going to spend much time addressing your comments. There was nothing private or personal posted about this client posted other then facts to support that hosting-addicts pasted only one side of the story. Clearly Artashes felt the same way!
 
HostingAddicts said:
when really we should be given a credit for us still having time that was PAID.

Thank You,
Tanner
Click to expand...

It is clear in the post made that you were told it was being canceled on the 30th if you needed more time you didn't relay it and now you want to spin it on us. Doesn't work that way.
 
HostDime said:
It is clear in the post made that you were told it was being canceled on the 30th if you needed more time you didn't relay it and now you want to spin it on us. Doesn't work that way.
Click to expand...

I just hope for those interested in HostDime services see how they treat their clients after spending thousands upon thousands with their company. You did state the 30th, but as we can rightfully assume it would had been taken offline within an hour or so before our billing date had ended. Please do look at this as a clients point of view... Consider your "Activation Fee", which we do expect to be refunded.

- Tanner
 
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