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HostHatch suspended server and ignores ticket
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I'm impressed that this issue which could have flipped into a genuine feelsgood with just a dab of customer service has instead become just another host showing their ass.
Also interesting that you have the right to and consider it fitting to share the contents of your clients tickets left and right
Interesting that you bring up my request for more time to move my data. At the time of my update post, I hadn’t made that request yet, which is why it wasn’t included. But since you accommodated it, I appreciate that gesture.
That said, let’s be clear, the slow support isn’t my main issue anymore. I didn’t mind that, because the only reason it even became a problem was that I didn’t see your suspension message in time. If I had just been allowed to continue as usual, as I was originally given the choice to do, none of this unnecessary drama would have occurred.
Instead, you decided to cancel my plan after first offering me the option to choose. This entire situation could have been avoided if you had simply honored that initial choice, rather than escalating it into an unnecessary issue.
This thread is a prime example of how not to handle customer care.
If a provider shows this type of malicious intent with upselling for a small issue such as this, then one can assume that the greed has engulfed the whole organisation pretty much. They just throw bones at times to maintain the facade.
The option you were offered initially, was of a full refund, based on your comment of "This experience has made one thing clear: I won’t be using HostHatch again."
We haven't really gone back on our word. You can continue this thread for a few more days, but the options will remain the same, and we will not be able to withdraw promotional terms from a promotional service.
I will decrease my presence here until any new facts come to light. Everyone has the right to make their own opinions of course.
You wrote ”in case you want to cancel this service”
About half an hour later you changed your mind and double replied to the ticket
You have alredy fallen low enough, no reason to also very obviously lie when everyone can see the truth in the posted ticket screenshots.
Why are you still trying to damage your brand? It’s pretty much done already.
Let’s revisit the actual exchange, shall we?
Your original message said, “I am happy to provide you with a full refund in case you want to cancel this service.” I declined the offer, clearly stating, “I don’t want to cancel.” At no point was it a hard requirement to cancel, the choice was mine. Yet, despite my decision to continue, you then decided to push for cancellation anyway, using my public forum comment as an excuse.
The truth is, you initially gave me the option to stay. But after a public post criticizing your service gained some attention, the narrative suddenly changed, and I was no longer given that option. Instead, I was met with, “we would greatly appreciate it if you could keep your promise,” implying I had no other choice but to leave.
So, let’s not pretend this was always about the refund. It became about protecting your image after criticism, and you chose to force my hand by removing the option you had previously provided. You could have just let me continue as originally agreed, but instead, you escalated this unnecessarily.
I understand your reluctance to continue this thread, but I think it’s important to set the facts straight. Everyone, as you said, is entitled to form their own opinions, but those opinions should be based on the full picture, not selective framing.
And it just keeps going…
I honestly have learned in my time here that it rarely matters what my preferences are. Here's a couple examples: https://lowendtalk.com/discussion/171452/hosthatch-tcp-port-25-will-be-blocked-by-default-on-june-14th/p1, https://lowendtalk.com/discussion/195170/hosthatch-openly-lying-about-offers-only-providing-half-of-the-advertised-cores/p1.
The same 4 people will likely continue this thread with you as long as you want, but the options on the table are not going to change unfortunately.
100% agreed. And I am not stopping you from continuing this thread as long as you like, just that I am going to decrease my own presence since I have nothing new to add.
@hosthatch So why did you lie about not changing your mind 30 minutes after giving the client the option to stay?
The options changed once, why can’t they change again?
Hosthatched is the new Virmach’d
what's the point of going into this "attack" mode? they've made a mistake how to handle this and hopefully they'll do it better in the future. really no reason to continue doubling down.
we'll all see in the future if they've learned something from this per a PR view & how to handle customer care
Because they treat a paying client like a virus and openly lie about what they’ve said to make themselves look better and to make him look worse, again, a paying client of theirs
They say they’ve learnt from this, yet, let’s be honest, he’s getting the boot because he hurt their very very fragile ego, so he can now only stay if he pays more (so that they get somewhat of a win)
It’s honestly pathetic for such a, formerly, reputable host
Ok. Which is what the mistake was. Suddenly their shit because of it?
Think about it this way, you claim the support limitations for promotional plans weren't made clear to you and that you didn't accept them. Okay, so they've refunded you the few months where you were unaware and canceled the agreement. Your options would be for you to upgrade to a normal plan or leave. You can't have it both ways either ( a promotional plan with regular plan support ).
If you read this thread and only see one mistake, I don’t think we’re looking at the same thread
I see the same pattern again and again, and I’m not even bringing up the very personal insults towards me here. I really don’t care about those. He’s shown before that he’s childish and unprofessional. Their servers are good, but in my book, their attitude really can’t sink any lower. It’s in the gutter
So what about HostHatch saying they’ll get better? Wanting to experience that is having it both ways?
You really have to do major mental gymnastics to be able to defend their actions anymore. In the beginning, maybe. Not now
Agreed. You're not forced to take their normal pricing plans. You can really just take your shit and go. Every company is in a way "greedy", it's a business, it's meant to make money.
I agree with you that the attitude the person has behind @hosthatch's account is unneccessary. Hopefully, this is something that hosthatch can grow on in the future of their company. A resolution by @hosthatch has already been proposed: a refund and take our normal pricing plans for better support, or go somewhere else. There's nothing more that can be done in this thread
What about it? Maybe promotional support gets better and maybe it doesn't. Either way the support is different and OP no longer has to worry about those differences.
I think they’ve shown, very clearly, that they prioritize their ego before actually learning something. That’s exactly what’s so childish about them.
”Sorry about that, we’ll make sure to get better, now GTFO because we’ll likely do this again.”
Everyone has an ego, you, me, the president of the United States as well. You don't know if they will actually learn from this or not, it's too soon to tell. I personally believe in chances and redemption, if someone says they will improve, I will believe them until I see they haven't actually done so
Fixed that for you.
I'll be straight with you, I personally disagree with them on this. I'd give customer a second chance now that they are aware and chose to stay but I can't argue with their rationale.
They’ve attacked my character in the exact same way before, you can very clearly see that I didn’t take that out on them in the beginning of the thread. I just said what I saw.
They then tried to discredit me with personal attacks, very clearly because of a fragile ego.
Sure, everyone has an ego. It’s being a human. But some people can’t control it for very long.
HostHatch could control it for 30 minutes until they did a 180 and booted the client after giving him the OPTION to go, then it all went downwards with them lying about it here.
I find your patience with it admirable, but I wouldn’t feel comfortable hosting with such a fragile provider.
What? No?
Look at the ticket.
First they offered a refund, if the client wanted to cancel.
30 minutes later, they replied to themselves, while the client had yet to reply, changing their mind.
I'd advice you to read more than 1-2 posts before engaging in the thread.
I think their reasoning is, OP would complain again if HostHatch didn't reply in under a day with his promotional package, so they just wanna skip that part. (? no idea though)
HostHatch has said they will prioritize service affecting tickets from now on. This would resolve the double standard and concern OP had.
Yes, perhaps they should get a different person managing their LET account. They chose emotions first which isn't a good way to deal with customers or after-care.
I don't know how refund is portrayed as a RESOLUTION here.
Some of you here seems to run only after money. "Since hosthatch is refunding full so it should be taken as solution for OP as a good gesture."
Why though?
Its not always about money at times. I've spent countless of hours to build a platform where I could run the program. Sometimes, debugging becomes so complex that it translates in to hit and trial method or brute force to see if I could address the memory leak issue.
If my provider asks me to change provider and give me a full refund, would I be happy?
I'll be actually angry. No money can replace the effort and time that I have spent there on making my program work.
If you see everything in terms of $$$$ then yes, hosthatch is your perfect companion because it seems like they also have the same perspective of $$$$ can solve anything..
I
And I'd advise you to not make assumptions and actually read what I said. You've continually framed this as a Hosthatch slow support issue and how they didn't make it clear to you. That problem is solved now. You subsequently deciding you're okay with slow support is irrelevant.
They assumed the client having said they'd never use them again would jump at the chance for a refund. They were wrong.
Usually, in business transactions, when something didn't go as expected, they offer you a refund. Yes, I can understand someone would be pissed and livid if the time they had put into their service would go to waste. But keep in mind OP had said they know now they wouldn't use HostHatch again. HostHatch is just going off this
@skorous nope, they didn’t. They offered two options, then, they let feelings get in their way and went back on that. OP had said nothing between that. The ticket is visible for you to look at as well, you know that, right?