Email Powweb! Something Is Seriously Wrong.

[M|Inferno]

Everyone please email Powweb: support@powweb.com

I've seen posts in these forums regarding issues on space, lunar, and terra. Space currently has no mysql.

I have seen NO ANNOUNCEMENT regarding wtf is going on. 24/7 email support, but yet, I've seen no response from anyone from powweb.

/me writes a nasty email.

[M|Inferno]

My email:
Hi,
There are SEVERAL threads in your support forums regarding PROBLEMS with space, lunar, and terra powweb web servers, as noted in this forum:
http://forum.powweb.com/forumdisplay.php?s=&forumid=14

Specifically a thread on space.powweb.com:
http://forum.powweb.com/showthread.php?s=&threadid=8120

No one currently has mysql access on the space server as well.

NO ONE from powweb has posted an annoucement or anything that I have noticed regarding these issues, and everyone is getting EXTREMELY frustrated and pissed off.

YOUR ATTENTION TO THIS MATTER IMMEDIATELY WOULD BE APPRECIATED.

Inferno

[stevel]

Some interesting developments..

1. I get mail this morning from PowWeb support saying "At this
writing, I am able to load your page quickly and with no problems. " This reads as if PowWeb still does not believe that there is a problem.

2. A new thread in the Announcements section admitting that there IS a problem with space and that they're doing something about it (not quite sure what).

3. The thread here on the problems with space has been deleted.

It is the last action that worries me the most. That thread was full of factual discussions and relatively free of flaming. Clearly PowWeb has the right to run this forum any way they like, but I think it does their customers a disservice to simply "disappear" legitimate and constructive complaint threads. It would be far better to post a reply with the same acknowledgement as is in the announcements section, demonstrating that PowWeb DOES listen and take action (eventually!)

[Torment]

Originally posted by stevel
3. The thread here on the problems with space has been deleted.

It is the last action that worries me the most.
Indeed. Deleting an entire thread of discussion does not bode well for the professionalism of PowWeb.

I can understand how a company would be concerned about their publicly perceived reputation. But I don't think removing criticism is the best way to handle it. All that does is give the impression that you don't care about the problems your customers are having, as much as you care about how you are perceived by potential customers. It definitely sends the message that if you say something disparaging about PowWeb, they will remove your thoughts on the matter. I can understand editing posts for content if they are using foul language, but removing an entire thread of discussion?

It would seem to me that a better way of handling these situations is through communication. Granted, when something goes wrong, the last thing you want to do is stop working on the problem so you can put together a nice announcement for everybody. But the interesting thing is that your customers WANT that! AND it's to PowWeb's advantage. Communicating with your customers actually buys you more time to deal with the problem. Once you acknowledge that there's a problem and that you are working on it, most people are satisfied to wait it out. And even more so when a description of the problem is included. Also, a large number of those customers probably know quite a bit about webhosting and might be able offer some helpful suggestions.

In other words, the best way to reduce negative criticism is to communicate with your customers. Don't take their criticism too personally. Take some deep breaths and try to be patient with them. Everybody reacts badly when they are out of control of a situation.

So, the big question I have for PowWeb is... why did you delete the "Space" thread? I don't think I'm the only one here who would like to hear your side of the story.

[Jasin]

Originally posted by stevel
3. The thread here on the problems with space has been deleted.

It is the last action that worries me the most.

I was also surprised that that thread was deleted. When I saw my site was still not available this morning, I came here for an update and saw that it was gone. I was actually insulted that it was removed, thinking that it did not violate any TOS. I felt it contained the dialog between many of Powweb's paying customers. That was something management should have seen, as it allowed us to express our concerns. This forum was one of the reasons I signed on with Powweb. I hate to think they can't take the criticism along with the praise. Oh well....we'll have to wait until they are finished with the repairs on the space server.

[coan.net]

Yea, I have found that they delete many threds that "Makes them look bad" - which is really a bad thing for them to do. (I think PowWeb's excuse is they delete "duplicate" posts - and since they posted the problem in the Announcement board, they delete all the "bad looking" posts)

For example, before I signed up with PowWeb, I did a lot of reading of a lot of the PowWeb message board - and now I'm begining to think they have had the same kinds of problems for the past 2 years, but since they delete the posts that "makes them look bad", I thought things were pretty good - and in turn I signed up with PowWeb.

I mean things for me here at PowWeb have not been too bad (some have it much worst), but I would have like to known that PowWeb has problems all the time with their servers, and not have to wait to find out. Luckly I do not have too important information on my websites, and my downtime (SORRY - PowWeb does not consider it downtime) - My unable to see my websites has not hurt me too much. Of corse I'm still VERY SORE that I paid $30 for SQL a couple of weeks before they drop the price to $10 - with no $20 refund or credit!

coan.net

[M|Inferno]

I am in total shock at the fact that they deleted that particular thread and who knows how many others.

I received an email reply from powweb:

Hello,

We apologize for the intermittent server downtime today. At this writing, I am
able to load your page at clanmch.net (with the message about PowWeb) quickly
and with no problems.

In any event, if you are unhappy with the server you're on, we'll be more than
happy to move you to a more consistent server with fewer users if you wish.
Simply reply back with confirmation.

Sincerely,

Lex F.
PowWeb Support


Intermittent? I don't think so.
Page loaded fast, cause I removed the links to mysql database which was down for SEVERAL hours, but hey, the thread on the space server is gone, so I can't go back and look at HOW LONG it was down for.

/me is totally disgusted.