I’m really not sure where you’re getting the “rude” part, as we always reply cordially to customers even when they try to insult us directly. Not to mention, we also replied to you several times within a few hours, yet you still complain about our customer service with baseless accusations.

In fact, to shed light on your “story”, it seems you asked for a site builder to be activated, which a technician did for you. Then you asked how to access it, and he explained where you could find it in your control panel. You replied accusing us of not telling you enough information, apparently because _you_ lost the Welcome Email, and expected this technician to know that you lost it somehow, and give you all the information right away. Then you tell us you’re “begging for information”, which is a really silly way to describe the interaction to say the least. Anyway, we did resend the Welcome Email, then you complained that the user details didn’t match. We replied again letting you know that we reset your account password, then you post a complaint here without even acknowledging our email. Were you acting professionally or giving respect? By your own characterization of events, your own actions would be considered “extremely rude”.

Honestly, it seems like we’re getting more customers these days with an intent to post slanderous comments, and make false accusations without any regard for the truth, simply because we’re a high-ranking webhosting provider. Even though incidents like these are rare, it’s extremely disconcerting to learn that some clients can never be trusted, and the valuable customer service and technical expertise you provided them for years often becomes downplayed or disregarded for no reason. Even by your own admission, we have had 100% uptime on the server you’re located on AND replied to your tickets within a few hours, yet you post a complaint as soon as given the opportunity and try to criticize our services with baseless comments, despite the numerous positive feedback we have received from hundreds of customers over the years.

We’re really into helping our loyal and honest customers, not the ones that are out there to purposely cause problems from day one or those that invent customer service issues then cry about it on public forums.

I read your responses thoroughly, and don’t see how this can be interpreted as an insult or ‘disrespect’ when you sent us 4 different emails within the span of around 2 (TWO) hours to our billing department _during the same day_, each time stating that we didn’t respond. Then you go on to insult our website, complain about customer service and invent stories about how other customers should feel, when the reality is that several thousands of our customers have been more than satisfied with our services for the past 4 years, as many review sites and discussion boards demonstrate.

We’re obviously not robots, and all customers we’ve had so far give us a chance to respond before escalating an issue further. Not to mention, no one ever threatened us to contact some Chamber of Commerce association on the basis of not receiving a reply within a few hours of sending a message. In reality, it appears you purposely made up your mind prior to contacting us, then collected our responses to paint a completely different picture on a forum such as this, which directly violates our Privacy and Confidentiality policies that you agreed to when signing up.

As you say you’re a long-term customer, it is extremely surprising to see a defensive response where you attempt to put the guilt on our company, even though your actions clearly speak volumes of your character: sending us multiple emails within a short time span, writing threats, posting our responses on a public forum, and then defending yourself as being not having done anything wrong.

Our service has NEVER received customer service complaints simply because our clients never acted in a way that you have, and because we have mutual understanding with each of them. However, just as the original experience that started this website post, certain customers look forward to posting completely unfactual statements, omit the circumstances and invent stories that appear to portray themselves as perfect, while ostensibly showing the company is at fault. This has long been a tactic used by negative customers using a high-ranking webhost. We didn’t expect this behaviour from such a “long-time customer”, and we certainly hope not to have any customer like you again.

I have noticed my account has been suspended despite the invoice stating that I would have web space retained from Feb. 14th, 2008 to Aug. 14th, 2008 as stated on Invoice 10172; however it has been suspended 2 days prior to when it should have expired i.e 3 days of downtime. I understand you have financial obligations of your own however based upon the previous invoice my site should be up until 14th. Nevertheless I would rather my billing for shared hosting be reverted to the monthly rate of $3.89.

Numerous times I have attempted to log into my account and I constantly have to reset my password to a string of alphanumeric characters; at times even then I can’t log in. There’s no “log in” hyper link on Polurnet’s site, which makes for a cumbersome experience when trying to navigate for customer service. The inaccessibility of the site means I can’t “change” the naming of my password to my choosing nor can I change my web hosting plan when needed.

I have sent a copy to the billing, sales, support departments, in addition to the Canadian Chamber of Commerce in hopes of getting this matter settled. However i am no longer inclined to use the 6 month billing cycle for your services only monthly. If this can’t be settled then I am no longer concerned with using Polurnet’s services in any context.”
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Here is the 1st reply to my email. Take note the representative wrote a 4-paragraph response and never addressed the issue I clearly stated and went on to further insult me.

“This is the first email we have received from you, we don’t have any other tickets regarding this on file from any of our departments. I’m also not sure why you’re emailing the “Canadian Chamber of Commerce”, this is the first time I’ve heard any user trying to do this without trying to email us first from an alternate email address or using our other contact options.

We always require payment in advance of the renewal date, this is the same policy as when you signed up. If you did not pay for a renewal when the invoice was due, then your account gets suspended after numerous warning emails sent to you. Ignoring them without contacting us can lead to the suspension of your account by our system automatically.

You didn’t include your account information for us to change the billing cycle, so let us know these details. Moreover, I’m not sure why you’re looking for a control panel link, since it is mentioned in the Welcome Email you received. There’s no way for us to include such a link either, since we have dozens of different servers, and there is no uniform link for this. There is also no need to change your password unless you explicitly want to.

Finally, I’m also not sure where you’re going for customer service; it’s clearly visible on our main website under the Support link, and all the options to contact us are listed. I suggest reading our Welcome Email again since it appears you have overlooked much of the information we provided you to contact us directly and to access your account.

Regards, Richard P., Administrative Representative, PolurNET Communications”
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“I’m really not sure why you sent 4 different emails within the span of a few hours to our billing department, without even waiting for a response, then stating you never received one. Did you read our support pages that replies are made within 12-24 hours? We can reply earlier, but it really makes no sense at all to send multiple messages within hours of each other, then accuse us of not replying. Anyway, this has been responded to on the helpdesk already by another technician

Regards, Brian S., PolurNET Communications”

If another technician already responded to the issue, what is the point of Brian S. taking the time to insult me? Mind you Brian didn’t address the issue at hand nor absorbed what I was trying to convey to him. I decided to choose Polurnet web hosting services b/c of favorable opinions from consumer review boards. I have dealt with them for so long b/c of the same reason. When questionable dismissive customer service was rendered I just pushed it to the side as an isolated incident. I am far from stupid as their email responses would suggest. Even if I was a misinformed customer there is no reason under any circumstances to treat a long-term paying customer so disrespectfully. I wouldn’t be surprised if they acted out vindictively, if they were to see this message. I guess you get what you pay for. Their site has usability issues and huge customer service issues which most message boards mysteriously don’t suggest. I would suggest paying more money for a reputable company or going local for web hosting.

Are you using Dreamhost and Hostgator now? If so, so you recommend them? Which plan?

In fact, I think they’re a fairly large company, as I’ve seen them active on several domain forums with literally hundreds of people saying good things about them… for many years. It’s no joke they;re established, although I’ve seen some infrequent issues occur. I myself have been a long-time customer in the past, but recently did not have a use for my website. Anyway, it’s expected there will be people trying to criticize a service, but honestly this seems to be overblown from what I read on the thread on WHT.

IMO, it seems you have been jumping conclusions on that thread and even this one, and according to a neutral third-party perspective, your logic/attitude does not add up from what I’ve read. For instance, many of the things you point out were interestingly contradicted on the forum …

In any case, it’s important to know there are two sides to a story, with only one side posted here. — Brian

(Note from MBC Administrators: You’ve got to love it when somebody claims to be a “neutral third-party” as if that gives them special insight and skills. It is clear that Brian didn’t even read our complaint/comments or the complete thread on WHT, because he is quoting things here that we discussed numerous times and which we stated wasn’t even part of our complaint. You can claim to be some sort of neutral third party, but if you are going to do so you should at least take the time to read and study the thing(s) that you are claiming to independently judge). Sorry, our review of Polurnet stands.