[News]

News: Welcome to Hostpapa Forums!

[Giovanni]

I think Hostpapa needs to really work on their customer service.

Our company went with Hostpapa because you are a Canadian company who is local, so we want to feel that it was a good decision.

Its impossible to get a hold of someone online or on the phone. For online tech support there really should be someone there 24/7. We have used a company from the US for our hosting, and there is always someone who immediately answers their online tech support chat. If you need to charge for this service like dreamhost does to offer this kind of service, do so.

We want to have a lasting relationship with hostpapa, and that's why I'm writing this.

[Giovanni]

When I was let go there were 3 of us in tech support. Since then they have let 1 more person go and replaced them with someone from sales. They only have 2 tech support and under 10 sales/customer support people. Good luck getting ahold of anyone.

That is really unfortunate... did the recession hit them hard? Or is the company being cheap?
Coming from a web company that wants to sign up all our new clients with hostpapa, if their customer service is going to waiver, then it makes me rethink our company's decision in moving over to hostpapa.

[cybergal]

OK - I am glad I am not alone in this. Due to not being able to get ahold of anyone in support, I have just spent my Thanksgiving holiday sitting in my office while my family was elsewhere, eating turkey.

I came to Hostpapa because I wanted Canadian and green, and it seemed like a great deal to find the two together.

When I signed up I used my PayPal account. Due to the setup for new accounts wanting to pay with PayPal at that time, I had to give all my info over the phone. Despite my spelling everything (at least) three times, they still managed to make a typo in my primary e-mail address. So I never received the renewal notices for my account.

They suspended my account on the Saturday of a long holiday weekend.

I have been trying for almost 24 hours now to get this sorted - I have a client presentation tomorrow morning and if this is not done by then I stand to lose the client. 

I have never had this kind of problem with any of the other three hosing companies I use.

If this is the caliber of Hostpapa's customer service, I am going to have to rethink my hosting.

[Giovanni]

Your affiliates program said you are paying out $10,000 a month to your affiliate partners. If you can afford that, you can afford to hire some more tech support. Out-source it to India if you have to, just so I can have someone to talk to and to fix a problem, like the time sensitive one above.

[chrisgabrielc]

Quite yummy . ... Still ... many things could change in 3 years. I'll try to compare all of them again then.

[stefanhajek]

One of the reasons I had stayed with HostPapa for years and have brought clients here was their customer service.  I don't know what went down, but in the past several months, I've encountered nothing but issues with them.  There have been incorrect charges I've had to get reversed, issues with email, and a bunch of other little things, but the problem is that they don't solve a problem, but they just close a ticket, and then when you complain, they pretend it's your fault and attempt to ping-pong you between departments.  It's becoming the blind leading the blind.  I actually attempted to use chat a couple of times, and all they did was to tell me to contact support by submitting a ticket.  What's the point of the chat then?  I'll tell you.  That's to make sure sales are going through.  My theory is that HostPapa has gotten so big that they don't see the value in quality.  They've exchanged for the pursuit of quantity.  I'm personally shopping hard now for a new host and hope that I can find one that I can stick with for the long haul.  It's too bad HostPapa doesn't have a clue about what makes a business GREAT.

[Inigo Montoya]

The problem with most shared hosting companies is they grow too big in terms of how many customers they have, but don't charge enough to hire more staff to deal with the increase. 4 years ago hostpapa had 5000 customers and 5 staff. Now they have 60-70,000 customers but only have 15 staff. Think about that next time you wonder why it is hard to contact them. If you truly want 100% uptime you'll have to get a dedicated server that you maintain 100%. The next option is getting a VPS which again you maintain, but is much less per month.