Does web hosting company The Planet have absolutely no respect or care for small business customers? I have just had the most horrible customer service experience in my life. Our server went down after a simple restart Friday. Now, three days later, we are still without a server, our web sites are down, and we are loosing thousands of dollars. AND - even worse - we are loosing credibility with our customers. After technical support had been unable to get our server up and running again Friday, we asked the tech staff if it would be a good idea to buy a new server instead, since our old server was getting old. They said this would be a very good idea. So we talked to one of The Planet's sales staff on Saturday, and he promised we would have our server by the end of bussiness that day. Now, two days later, we still don't have our server. And, worst off all, every time we contact The Planet support, we are promised things are getting solved and that they will get back to us, which never happens. We even left a message with one of the managers, and even he didn't bother to answer us back! Can you imagine being out of business for THREE whole days (going on four), with nobody caring about your bussiness enough to even keep you updated on what's happening? Have we just been extremely unlucky or are there others out there with similar experiences?
Hi, Unfortunately some hosting companies do not have sales staff and it may take until the next business day to get provisioned. While I wouldn't call this a common experience it does happen once in a while. If your business greatly depends on your website you should look into having redundant hosting set-up in case of a issue like this.
This could be somehow related to the explosion at their data center (some power equipment failure) a couple of weeks back. This is the reason why it's advisable to have alternative data centers that can act as a backup.
My cousin was hosted on the Planet a few years back and he had a very poor customer experience despite no explosion took place during his hosting's life