Customer satisfaction: Does it matter to iPower?

Special web hosting offer - LIMITED TIME ONLY

By Existentialist1 - September 22nd, 2008

Apparently not! We opened our account with iPowerweb in 2002 and renewed our account with iPower in September 2007. With our new contract, our account is fully paid until September 2010.

During the last five years we have had minor problems with our web site hosting services with iPowerweb.

However, we have noted that we have had NO success in publishing our web site with ANY updates since we were transferred to the new iPower Platform in June 2008.

Meanwhile, we have followed every instruction and suggestion provided by iPower Technical Support through e-Mails, Online Support Tickets generated through the company's vDeck Control Panel, Online Live Chats, Telephone Support Requests, etc. and we continue to have problems re-publishing our web site.

Our online research shows that we are not alone in our experience:
http://www.ipowercomplaints.com/

I hope that this is a matter being seriously addressed by Mr. Thomas Gorney, President and Tracy Griffin Conrad, VP and COO of iPower.

Comments

Service? What's That?

Submitted by Pat Bernstein (not verified) on Sat, 11/01/2008 - 00:20.

Let me apologise in advance for a long story!

I have had a domain hosted with iPower for about 4 years. I have had a few issues, as I have had with sites hosted elsewhere. And although their support was not quick, they eventually grasped the nature of my problems and they were resolved. However, as I said, the issues were alway resolved; until now!

I wanted to add another domain to the one already hosted with iPower. I would have thought the attitude would be, 'great, more business'. Not so.

The domain is a .fr domain and as such can only be registered by a French registrar. I did this. I then followed iPowers FAQ's procedure for hosting a domain with them, which is registered elsewhere and duly changed the DNS settings on the registrars site as per the the FAQ's. All straightforward so far.

Except the change of DNS did not work! Logged it with the registrar, and it seems, that for .fr domains, before a change of DNS settings can take place, the French registration authority (the equivalent of ICANN) requires a 'zone test' which ensures that the new name servers comply with the RFC conventions. iPower's name servers do not appear to meet these standards and fail to respond to TCP messages on port 53. My understanding as a non-techie, is that this is the international standard for DNS's to talk to each other!

By the time I had got to the bottom of this, I had also logged it with iPower, and had been through various online ticket discussions with them. However, I perhaps made the mistake (in desperation) of asking for the ticket to be escalated.

I have tried to find a contact email at iPower. I have tried various combinations of email addresses for the guy who keeps asking me to fill in their quality survey's and still nothing.

Now, the last 8 entries on the ticket are mine and I have had no response in nearly 48 hours and I am seriously miffed.

If you don't believe it could be this bad, if you have an iPower login, try http://www.ipower.com/member/sconsole/view_ticket.bml?id=5474215

Thanks for the opportunity to rant!