What Would You Do??
What you do??
The company that I had set up the new LISHost mail server really screwed me this weekend and I want to double check myself and make sure I'm not being irrational.
About 9pm Friday I was doing some work in the mail server, when suddenly it went down with a message from root "going down for halt now." Which basically meant someone turned the thing off on purpose. I thought maybe they were doing some work and forgot to tell me. So I waited, and waited, and about 30 minutes later I started worry, so I emailed them. About 30 minutes later I got an email that simply said "You will need to get in contact with billing about this. I will forward this to them." From the "Chief Operating Officer" of the company. So I waited an hour and got nothing, so I logged onto their chat support and asked the support guy there what was up. He said something like "Mr. COO replied to you already" and to wait for Billing. So I emailed support, COO, Billing, and anyone else I could find. No response. No one answered the phone, nothing.
8 hours later I try again, no on responds. I tried several more times on Saturday and got no response. FINALLY, 24 hours after the server vanished, I get this "Upon investigating your account, it seems that the reason for your suspension was unfounded. I apologize deeply for the inconvenience. I have credited your account for next month's service." To which I respond, "I can totally understand making mistake, but turning my site off with no notice and not getting any response to numerous emails for almost 24 hours wasn't an inconvenience, it was well beyond that. That was totally unacceptable." That was 10:30 last night, of course I got no response.
Luckily I had a disaster plan in place for the few accounts I had moved there already, and they really only had no email service for about an hour. Now that I can get to the server I can get any mail synced up with the old server so very little harm done to the people who had mail on the new server.
Soâ€¦. Am I wrong to move my business elsewhere? Do they deserve a second chance?