Customer relations

Hello, In my original support request I listed the following difficulties that had occurred since I since I paid for Lifetime Hosting at thathostingcompany.com on November 19, 2001: 1. My domain (irishband.com) and your domain (thathostingcompany.com) disappeared from the Internet for 24 hours. A voice mail message that I left at Portland Media (503-223-5323, per Internet registrar) was not returned; 2. Twice the POP server returned a "license expired" error, regarding which I informed technical support; incoming mail was not received fr 24 hours in the first instance, for 72 hours in the second. 3. A request regarding the use of MySQL was never answered. On Monday, when incoming mail had not been received for two days, I attempted to get information at your main website, which was not responding. I then called the above telephone number, which is disconnected (and not being forwarded, as one might expect in the case of a move). At this point, the 31st day of my hosting with thathostingcompany.com, I became unwilling to continue working in an environment where the POP server was not working 4 out of 31 days. I consider email reliability to be critical in a web host and I expect that other customers do as well. The vehemence and belligerence of the response I've received is stunning. I have carefully outlined my exact experience as a customer. The sorts of host-finding sites I mention generally rely on users' experiences to create their ratings. I'm sorry that my experience with your hosting does not meet the qualities outlined below.

Our staff takes great pride in providing the best customer service in the industry, and as such we work with our customers on a personal level. We only succeed in our business because our customers are happy and successful in their online Web hosting ventures.

Jean Huskamp

Jean Huskamp, Somehow you seem to incorrectly feel some sort of malice towards you, when in reality we're just trying to provide you the best service possible.

Attached you will find a bitmap screen shot of our uptime report. It's in a ZIP file, so you will need a decompression program like winzip (winzip.com) or similar application in order to uncompress the graphic and view it.

Our network is constantly monitored 24/7/365 via a third party company. According to Internet Seer, We've had a 100% uptime for our web services. I'm sorry but your are simply incorrect in your statement that your website has had a 10% downtime. Furthermore we've recently moved our servers to a new location which provides us with an OC12 connection.

Our service is VERY reliable and very stable. Please refrain from your abusive attitude. There simply isn't any need for your hostility towards us. You've indicated that you're upset over a 10% downtime, and I don't understand why. We've had a 100% uptime which is verifiable.

Please provide us a copy of the downtime/uptime report which you indicate that you have which shows a 10% downtime.

The only problem we've had recently was with our mail server which DOES not affect your website uptime at all.

The issue is/was related to a time stamp problem and we are fully aware of it. Our technical support staff is looking into the matter and should have it resolved sometime in the next 24 hours.

You are welcome to take your website hosting elsewhere if you wish, but you aren't entitled to a refund. We've delievered the services as we promised. And you've been using our service for over two months.

We have a verified 100% uptime for web services. Furthermore, you're outside the 30 refund period. You can't use our services for two months and then ask for your money back. We've provided you everything as stated in your contract and yet you're still not happy?

Technical Support Department support@Thathostingcompany.com

We have a problem with our mail server which we are aware of. We are replacing the mail server today. Your website has been online and has not been affected by the mail Furthermore, I would strongly suggest that you refrain from following through on your threat. It is illegal to slander our company and we will be contacting the parties you mentioned. If we find that you have slandered us, your account will be terminated without refund as clearly stated in your terms of service. We've contacted our attorney and they have advised us that you have threatend us with liable and slander and we will follow with legal action against you if with you do not retract your allegations in writing and provide a written retraction to the parties whom you have contacted. You have 24 hours to comply with our request to provide a written retraction to both us and those your stated you would contact. Failure to comply with this request will result in the termination of your account, and possible legal actions against you for slander and liable. Technical support department support@thathostingcompany.com

1) We're upgrading to an OC12 connection and are having some problems during

the transition. We're legally entitled to take our system offline without notice to work on our network. This is clearly stated in the terms of service which you agreed to when signing up. 2) The new telephone number is 503-223-1837, as we've moved into a new location. 3) You're outside your 30 refund period as stated in your terms of service.

You signed up on 9/27/01 and your account was activated on 9/29/01. Today is

11/20/01. You can't have a refund. Sorry. Please read your terms of service.

Please refund my $99.95 payment.

No Refund. Sorry. You're outside the 30 day trial period.

If I don't have a response regarding the refund by 9:00 AM Monday, 11/26/01, I shall initiate a disputed charge process with my credit card company.

A disputed charge claim by you would be fraudulent, and WILL result in legal

action against you by our legal department. We would be happy to provide your credit card company copies of our system

logs which clearly shows that you've been using the account. We can document that we provided you service, and that you have used our service as we have detailed system logs. Furthermore you agreed to our terms of service when you signed up. Here is the direct link to them. http://www.thathostingcompany.com/specials/lghost_tos.htm I would suggest that you print them out, and read them. The email address to our legal department is: legal@thathostingcompany.com All requests for a refund MUST be made within 30 days. You aren't legally entitled to a refund. You can move to another provider if you wish, but you aren't entitled to a refund. Have a nice day. Technical support department support@thathostingcompany.com ----- Original Message ----- From: Jean Huskamp <jean@irishband.com> To: <support@thathostingcompany.com> Sent: Tuesday, November 20, 2001 10:50 AM Subject: irishband.com domain moving

Hello, I am moving the irishband.com domain. I find that I need reliability and information from my web hosting service. I lacked email service for 72 hours, from Saturday morning until this morning. Your main website was unavailable yesterday. When I attempted to call, your business number was

disconnected. I regret to say that I have no confidence in the situation.

Please refund my $99.95 payment. If I don't have a response regarding the

refund by 9:00 AM Monday, 11/26/01, I shall initiate a disputed charge process with my credit card company. I'm sorry this didn't work out. Jean Huskamp irishband.com