BlueHost.com — it’s time to say “So Long and Thanks for all of the Fish”
I have been with BlueHost.com for many many years and I do have to say their service over the years has been ok… yes, just ok.
I have had their service just stop working to being down for a couple days. If this was a doctor’s office or CPA firm, the CIO or IT manager would either be looking for another job or fired. I thought IT was supposed to be a credible field and a well established profession?
I just recently had two issues with their service that has just put me over the edge.
1) They raised their annual cost from $10 to $11.95 a year for their domains
and
2) This evening I went to check to on my website for one of my clients and it was unavailable… I contacted their support and here is their response (in brief):
Larry Miller: [7:45:50 PM] What is up with my domain(s)?
[7:46:23 PM] connectedgeek.com and all sub domains?
Taylor: [7:47:06 PM] Hardware upgrades. things should be normal by 8:30 or so MST
Larry Miller: [7:48:12 PM] why dont i ever get notifications on these types of things?
Taylor: [7:48:34 PM] because we dont notify of them. Weve found it causes less problems in the long run
Larry Miller: [7:49:12 PM] well i dont care about the nofications… i want them this is BS… not mad at you but this is BS!!
Taylor: [7:49:23 PM] if you are unhappy with it, unfortunately the only answer would be to host your own server really.
[7:49:34 PM] Did you have any additional questions for me?
As you can see I was not happy, but this guy didn’t even care that my domains were even unavailable. I appreciate and except downtime; however, you need to tell your customers and clients! What if I was rolling out a new product this evening or had a suicide hot line number and someone missed getting to the information? I know that is extreme, but the same point is valid!
The crazy part of the chat with the BlueHost.com tech, was the next part:
He was telling that they were their servers and they “manage” them. DUDE!, I know they are your servers, but come on, even Google, the biggest company in the world notifies their users (of their “free” services) that there will be down time. WTF!??!!?
If you wish tot read the full transcription, please scroll down.
Anyway, I need to find a new hosting and domain registrar company!! FAST! I only have 40 days, until my contract is up. Any suggestions??? I really don’t want GoDaddy and obviously don’t want BlueHost anymore 
Chat Content:
Taylor: [7:45:50 PM] Welcome to our real-time Technical Support Chat!
What can I help you with?
NOTE: There might be slight delays between my responses as I assist multiple customers at the same time. Your patience is appreciated
Larry Miller: [7:45:50 PM] What is up with my domain(s)?
[7:46:23 PM] connectedgeek.com and all sub domains?
Taylor: [7:47:06 PM] Hardware upgrades. things should be normal by 8:30 or so MST
Larry Miller: [7:48:12 PM] why dont i ever get notifications on these types of things?
Taylor: [7:48:34 PM] because we dont notify of them. Weve found it causes less problems in the long run
Larry Miller: [7:49:12 PM] well i dont care about the nofications… i want them this is BS… not mad at you but this is BS!!
Taylor: [7:49:23 PM] if you are unhappy with it, unfortunately the only answer would be to host your own server really.
[7:49:34 PM] Did you have any additional questions for me?
Larry Miller: [7:49:47 PM] wow… nice answer
[7:50:14 PM] i know it isnt your fault
Taylor: [7:50:15 PM] Is there anything i can assist you with?
Larry Miller: [7:50:32 PM] yes… who do i contact about this … other than you
[7:51:03 PM] and sending an email to feedback@bluehost.com
[7:51:07 PM] is not an option
Taylor: [7:51:48 PM] that is who you contact
[7:51:58 PM] there is no other option. Did you have any additional questions for me?
Larry Miller: [7:52:50 PM] what phone number do i call to a supervisor
Taylor: [7:53:20 PM] you can call our tech support line at the normal number.
[7:53:31 PM] they will be happy to give you the same or similar answer as well.
Larry Miller: [7:53:57 PM] please supply that number
[7:54:29 PM] also, do you have a physical address i can send a letter to?
Taylor: [7:54:41 PM] sure i just went to bluehost.com and grabbed it for you
[7:54:43 PM] 1 (888) 401-4678
[7:55:09 PM] as for a letter you are welcome to send one if you like, though it will be more likely to go nowhere more then an email to feedback is.
[7:55:30 PM] unfortunately the matter you are complaining about has been long discussed and likely wont be changing in the near future
Larry Miller: [7:55:36 PM] great! i am sure i could go to the website and grab that as well
[7:55:46 PM] but i would love for you to get it for me please
Taylor: [7:56:44 PM] you are welcome to go ahead and do that. You can also consult with our legal department if you wish.
Larry Miller: [7:58:36 PM] i don’t why you are being this way? i am just trying to get support for my domains. I honestly appreciate your help. I just don’t know why bluehost doesn’t inform their customers?
Taylor: [7:59:26 PM] because if we do, everyone contacts us
[7:59:36 PM] if we dont, less then a tenth do.
[7:59:46 PM] plain and simple really
[7:59:56 PM] also, these are our servers.
[7:59:59 PM] we manage them
Larry Miller: [8:00:09 PM] well, isn’t that what support is all about? i know you probably don’t care, but i didn’t even get notified that the domain annual costs were increased
Taylor: [8:00:10 PM] we do what is nessecary to keep them running efficiently
Larry Miller: [8:01:31 PM] i truly understand that they are your servers and you need to keep them running efficiently; however, an email is not a hard thing to create
Taylor: [8:03:23 PM] duid you have anything effective you wanted to discuss?
Larry Miller: [8:05:41 PM] guess not… thank you anyway… my last bit of advice for you is…. if you don’t like this job you can always get another one… just like me getting another hosting provider… i have enjoyed bluehost for years; however, this might be the final straw…. as i said before you probably don’t care but…
[8:05:47 PM] good night
