New on LowEndTalk? Please Register and read our Community Rules.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
HostHatch suspended server and ignores ticket
This discussion has been closed.
Comments
Excellent response, adding a lot of value. Are you disputing any of the facts mentioned though, or are you just pointing out that my tone is impolite?
He's just a wordsmith. By flooding the thread with what he thinks are rational points, he can tire everyone from seeing what actually happened.
He has repeated thirty six hours as if it is written in law but I note that the customer received the abuse message on 6th September 2024 21.52PM and replied on the 9th of September 04.10AM. He then waits longer than the thirty six hour ransom for a response.
Ninety nine percent of his comments are completely unrelated to the matter at hand. Sorry.
My comment above is pretty clear. You are also a liar.
All the best.
I have been reading this thread out of curiosity. All I see as a potential customer is HostHatch not addressing the poster about any resolution. Hosthatch is not being professional then. That’s simple.
So if I used this service. Which I won’t. It is safe to assume they won’t be helpful. Even when publicly called upon to help.
P.S. I didn’t need to read past page 1. Host responded more than once and never addressed helping customer with a resolution.
@huntercop I agree, although it should be said he later states that he offered OP a full refund. That in itself was a more than fair compensation I think.
Edit: page 4.
ok. I just watched a bunny almost die in front of me this morning so I’m having a bad day - just depressed. It was just a baby.
Sorry Hosthatch, I’ll def consider you in future
No worries
And thanks! Now HostHatch might finally consider me for that job.
HostHatch getting cooked again
I thought I’d share the latest development in my saga with HostHatch, which has turned from a simple customer support issue into a full display of how not to handle criticism.
So, after my public post calling out their slow response times, HostHatch kindly offered me a full refund, if I wanted to cancel. Fair enough, right? Well, I politely declined, thinking we’d continue from there. How naive of me. Instead, HostHatch suddenly decided that since I dared to voice my concerns publicly, I should be forced to cancel. They told me, and I quote: “Due to the support limitations of your package, this situation will likely repeat itself, and we do not want you to continue having unhappy experiences.”
Translation: “You called us out, so now we’re kicking you out.” It’s fascinating how quickly customer “care” turns into “don’t let the door hit you on the way out” once you highlight their failures in a public forum. Apparently, in HostHatch’s world, the solution to poor service isn’t to fix it. It’s to shut the customer up by refusing to provide the service at all.
Then there’s the real kicker. In this very thread, HostHatch said,
Really? That’s rich, considering they told me in private that this situation will just keep happening because they refuse to support their own promotional package properly. Improvement, huh? I guess that only applies to feedback that strokes their ego. If you dare to criticize, the only “improvement” is how fast they try to push you out the door.
One member here nailed it:
Couldn’t have said it better myself. HostHatch had the audacity to give me a choice, then rescinded it when my public comments bruised their fragile sense of superiority. It’s almost laughable how they manage to respond lightning-fast when it comes to damage control in a forum, but when it comes to actually supporting their paying customers? Silence. For days.
So here we are. At first, I was given the option to stay, even after my public criticism. But then, after my post clearly gained some traction and the negative feedback started rolling in, HostHatch suddenly changed their tune and decided to force me out. Apparently, taking responsibility for their own shortcomings is too much to ask, but penalizing a customer for calling them out publicly? That’s right up their alley. If only they put as much effort into improving their support as they do into managing their image, we wouldn’t be here at all.
Consider my “promise” kept, HostHatch. Trust me, you’ve done plenty to make sure of that.
one hurt ego later:
Nothing was learnt. No empathy for the client at all. I guess let this be a warning for everyone that wants their server to be online.
We have clearly failed to clarify before the promotional service was bought, that this was a possibility, and we will make sure that the support restrictions are more clarified in the future, including being added to our website, since member feedback here clearly states that stating it in the LET thread is not enough. We do not want the customer to suffer for our shortcomings any longer. They are welcome to sign up for a normal service where there are no such hidden terms.
I cannot offer more than a full refund for a customer who clearly is not happy with the service they are receiving (yet somehow still want to continue).
Maybe because you said that this is something that you'll improve?
Why do you act like this never happened?
It's very clear that you decided to demand the service being cancelled on a whim between your first and second reply. Feelings got to you again and made you act irrationally.
I have zero desire to justify our decisions to someone who got refused a job from us in the past and continues posting negative comments online (while saying they do not have any bad feelings left from the past).
I think my last response is as clear as I can be on the situation.
My life, and our customers' lives are much happier when we all know what we are buying and receiving. In case you want to read it again:
We have clearly failed to clarify before the promotional service was bought, that this was a possibility, and we will make sure that the support restrictions are more clarified in the future, including being added to our website, since member feedback here clearly states that stating it in the LET thread is not enough. We do not want the customer to suffer for our shortcomings any longer. They are welcome to sign up for a normal service where there are no such hidden terms.
I cannot offer more than a full refund for a customer who clearly is not happy with the service they are receiving (yet somehow still want to continue).
You claim,
If the issue is that you failed to properly clarify support limitations for promotional packages (as you’ve admitted), then why am I being pushed out after my situation brought that flaw to light? You can’t have it both ways. Either you’re offering me the chance to continue on a standard plan or you’re punishing me for daring to call out your lack of transparency. From where I stand, it looks like the latter.
Your attempt to claim that my dissatisfaction is the reason for cutting ties is just a convenient excuse. Let’s be real: the public criticism struck a nerve, and now you’ve decided it’s easier to show me the door than address the root cause of the issue. If your real priority was customer satisfaction, you wouldn’t be retracting your offer of service based on your own shortcomings.
And as for the comment,
let me clarify: the reason I initially wanted to continue was the hope that you might actually improve. Silly me for expecting a service provider to value constructive feedback and use it as an opportunity to fix things. Instead, your solution is to remove the customer rather than fix the problem.
You’re right about one thing, though, you definitely failed to clarify the support restrictions for your promotional services. But instead of taking real responsibility, you’ve chosen to make me the problem. At this point, it’s clear that the only “solution” you’re interested in is removing anyone who points out your failures. Consistency in deflection isn’t exactly a badge of honor, though.
God you're insufferable.
For reference, I DM'd @hosthatch in June 2023.
I wrote this great review of them in April 2024.
Yet, he's using the 2023 DM as a personal attack and a way to dismiss any critisicm again and again because he's refusing to take any personal responsibility to his actions and towards this client who they obviously failed.
Let's just summarize what happened here: Client's server was offline. Client made a thread. HostHatch promised to get better publicly but in private told the client to GTFO. That's so far from honest, combined with the extreme dishonesty in regards to my 2023 DM, I conclude that this provider isn't for meant production. I don't think I have to prove this any further, they're doing a very good job of that themselves.
Honestly, let's just let people draw their own conclusions.
Are we in a circle again, just this time with provider engagement?
No one is calling you the problem, at all. You are being offered a full refund for the whole year, even including 5 months or so that have already been used.
I am truly sorry that things didn't work out for our promotional services, because we failed to clarify enough the support limitations, which is why you are offered a refund of the 5 months already used too (unless you expect something more?). You are welcome to use our standard plans at any time.
You failed and therefore the client gets the boot?
You must be trolling.
RE the improvements: I already had a talk with our staff, clarifying that things like migration tickets (which there are currently 300+ of in our helpdesk), take second priority to any active customer tickets, and service affecting tickets take the highest priority.
This is not to say, again, that this situation or a similar one can happen again on a promotional plan or not (especially when we advertise them as such - not clear enough apparently, which we will also fix). We simply do not want the OP to have any similar experience again, and hence will offer a full refund + 5 months.
You’re missing the point entirely. The issue isn’t about the refund or even the months already used. It’s about the inconvenience and hassle of having to back up all my data, move to another provider, and set everything up again. Something I didn’t sign up for. I came here for a service, not to be booted because of your inability to clarify your own terms.
Sure, you’re offering me a refund now, but that doesn’t undo the fact that I’ve had to waste time dealing with this mess. The whole point of paying for a server is stability and reliability, both of which have been completely lacking. Instead of rectifying the situation and letting me continue as agreed, you’ve decided that pushing me out is the easier solution for you.
What I expected was simple: to not have my service suspended, to not be forced into finding another provider, and to not have to deal with the extra effort of moving my data just because you didn’t clarify your support limitations. It’s not about the money, it’s about the disruption to my workflow and the unnecessary inconvenience caused by your poor handling of this situation.
So no, I’m not expecting “something more” from you, except perhaps some accountability for the position you’ve put me in and for not making this my problem to solve in the first place.
I am sorry that we cannot see eye to eye on this, and it has to be this way. Once again:
I am truly sorry that things didn't work out for our promotional services, because we failed to clarify enough the support limitations, which is why you are offered a refund of the 5 months already used too (unless you expect something more?). You are welcome to use our standard plans at any time.
You are by no means "getting the boot". You are getting a full refund + 5 months of already used service, and you have the option to move to one of our standard plans anytime. We will be happy to move your current server to one of those plans if it helps you in saving time of migrating the data and going through all the hassle that you are trying to avoid by migrating to another provider.
It is still unclear to me though, why you would want to continue with a provider who has this very detrimental issue:
He's not getting the boot but he's not allowed to stay. Got it, thanks.
He said this AFTER you made it clear that he can't continue on with his current server, after you changed your mind regarding that.
Quit trolling.
It’s becoming increasingly clear that we’re not seeing eye to eye because you keep framing this as some kind of favor, when in reality, it’s not. Offering to move me to a standard plan isn’t the generous gesture you’re making it out to be. Let’s be real here: the “standard” plan is significantly more expensive than the promotional package I initially signed up for. So while you claim this will help me avoid the hassle of migrating, what you’re really doing is asking me to pay more than double for the same basic resources.
For reference, my current AMD Compute 4 GB with 2 CPU cores and 4 GB RAM costs $29 for an entire year. Moving to your standard plan would suddenly cost me $72 a year for the same specs. So let’s not pretend this offer is some kind of goodwill. It’s simply a way to push me into a more expensive plan under the guise of “saving time and hassle.”
What I wanted was a solution to the issue without having to migrate, back up data, and pay more just to continue using the service I originally signed up for. Instead, what I’m being offered is a costly workaround that doesn’t actually solve the real problem.
I’m not asking for something “more,” I’m asking for some basic transparency. If you truly wanted to make things right, you’d offer a solution that doesn’t come with a price hike disguised as a favor.
You are asking us to waive promotional terms on promotional plans, which we are not going to do, under any circumstances.
I’m not asking you to waive promotional terms. I’m asking you to stand by the service I paid for without pushing me into a more expensive plan just because your terms weren’t clear from the start. Offering a refund and then trying to upsell me isn’t a solution. It’s a bait and switch.
I can't believe this actually turned into an upsell
When you thought you've seen it all.
I completely understand why you would have this opinion from your point of view, and I am sorry that we could not come to an agreement.
You did ask for a few more weeks to move out your data, and we have accommodated your request (interesting you did not share that part of the ticket, but again, I understand that you are angry and I am sorry for my part in that).
honestly neither HostHatch's mind is going to change and neither is yours, you also say in your initial message "This experience has made one thing clear: I won’t be using HostHatch again.", so it shouldn't be a problem to just take the L and go to a different provider. this is now getting stretched longer than it should've been.
i also think a provider has every right to withdraw services whenever they want to. i've also had a situation like this with zebekvps. is it annoying and frustrating? yes. but you'll live
on top i think @hosthatch's pr person should've handled this better in this thread. you're posting random messages and threads intended to discard @emgh's opinion. this is irrelevant to this thread and you perhaps should stick to (ex) customers concern