Why you shouldn’t ignore your customers

My blog was offline for two days because my former hosting (got a new one, hurray Blue Host!) shut me down. According to them my blog was using excessive resources and so had to be shut down immediately. In other words, is getting a lot of traffic and we can’t handle you.

The problem is, I didn’t get any warning beforehand. Nothing. They just shut me down and provided me two options: Pay or get out.

Here’s the email:

From: Daniel .net <contacto@danielmercado.net>
To: Jorge Barba <jorge_a_barba@yahoo.com>
Sent: Tue, March 8, 2011 12:55:36 AM
Subject: Fwd: [#DLY-383077]: Abuse -> Excessive Use

Que onda wey te suspendieron el Hosting los de mi Hosting por que ya jalas muchos recursos. Checa eso. Ya ocupas un servidor dedicado. Como la vez?

Daniel Mercado

Begin forwarded message:

From: “GreenGeeks Support” <support@greengeeks.com>
Date: March 7, 2011 10:25:46 PM PST
To: contacto@danielmercado.net
Subject: [#DLY-383077]: Abuse -> Excessive Use
Reply-To: support@greengeeks.com 


It has come to our attention that your sub-account gamecha has been using excessive resources and your account has been suspended to prevent further service interruption for other customers.

User    Domain                    %CPU    %MEM    MySQL Processes
gamecha    game-changer.net 8.15    4.32    7.1

Right now, you have the option of optimizing or fixing the issue to prevent this from occurring again. If optimizing/fixing the issue doesn’t prevent the issue from reoccurring, it means that your account is no longer suitable for the shared hosting environment and you will need to find another web hosting provider. For this, you have two options:

#1. You can be provided with a pro-rated credit and upgrade to our Virtual Private Server service which will allow your heavier site to run on its own segmented virtual slice of a server. See full details here: http://www.greengeeksvps.com/. This means that other customers cannot affect you, and you cannot affect other customers. This is your best option as you’ll only end up having further issues with other shared hosting providers. We will also provide you with full migration service to the VPS free of charge.

#2. We can provide you with a pro-rated refund and a full backup of your account which you can take to a web host of your choice. I strongly suggest going with #1 as it’s the best option for your web site.

Please let us know how you wish to proceed.

Please get back to us if you need any further assistance and let us know how else we can help.

Thank you and have a great day,

Artur K.
GreenGeeks Support Team


I didn’t take the bait. Getting my information from them took 1 day. And then another day of importing and problem solving on my new hosting. That’s two days without email. Email which got lost in the internet somewhere. I’m still without email today because of the name server propagation.

Lots of time wasted.

Don’t you think this is complete BS? One thing about delivering great customer service is that if you ignore customers and waste their time they’ll be pissed off and stop doing business with you.

It’s safe to say that I’m not recommending them to anyone because they suck!

So GreenGeeks if you’re reading this, nobody likes being ignored. You can have a wonderful network infrastructure with all the bells and whistles but if you ignore your customers, you suck!


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