Tuesday, December 15, 2009

Changing web hosts is hard to do

Isn't that an old song title? Anyway, just needed to vent about the terrible customer service I've been receiving from aplus.com. They've hosted my www.statonr.org site (and personal e-mail) for well over a decade, but this year when the autorenew messages started arriving, I began wondering why I was still paying them twice what godaddy would charge. Checked their site and they had lowered their prices to be more competitive--except it appeared that they were going to keep charging "legacy" customers like me the same old rate: double! So I e-mailed their billing department and asked them to confirm what my rate would be. When they did not respond in 24 hours as promised, I e-mailed them again. After a couple more days without a response, I decided that was it and I was switching to godaddy. E-mailed aplus technical support for an authorization code to switch the domain. Two days later, I finally got a response telling me to e-mail or call their DNS department. What? Does one department there not even speak to another? Finally I called and got the auth code, but now I'm still stuck because I don't know how to "accept" the transfer and have to wait five days.. Meanwhile, aplus billed me for another year of domain registration. Of course I e-mail billing again, and have gotten no response, which shouldn't surprise me since they haven't responded to the first e-mails sent over a week ago.

Aplus has the worst customer service I've ever encountered. I should have left them years ago!

1 comment:

Rodger said...

Follow up: Days went by and I never did receive any response from aplus. Then I filed an online complaint with the BBB and two days later, a nice person named Juliette called me and said she could see the whole saga going back to December 6. Apparently, NONE of the refunds had been done--the people I had talked to previously at aplus had done NOTHING even after they said they had. Personally, I think they are disgruntled employees deliberately trying to sabotague the recently-sold business. That kind of incompetence doesn't happen by accident!