This document provides an overview of feedback left by users of FatCow (http://www.fatcow.com ) hosting company on various Internet sites, like hostjury.сom, www.web-hosting-top.com, webhostingtalk.com, thewebhostinghero.com, etc. We are given the criteria of feedback processing, as well as statistics and conclusions.
- 1 Positive vs. Negative Comments
- 2 Comment Topic Distribution
- 3 User Feedback Content Analysis
- 4 Editorial Conclusions
Positive vs. Negative Comments
Table1. The number of positive and negative comments and their percentile ratios
As you can see from the table and the diagram below (See diagram 1.1), the number of negative comments is twice greater than the number of positive ones. The following shows the distribution of feedback according to specific themes. Based on them, it will be possible to draw a conclusion about the reason of the predominant number of negative comments.
Diagram 1. Comments percentage
All of the analyzed comments are classified into three categories: Positive (positive feedback describing the hosting company as a whole or any of its services, functions or features), Negative (comments that characterize negatively the hosting company), and Delete (comments, which due to various reasons, such as little information feedback, false ratings, or comments containing obscene language, are not included in the analysis). In this case, based on these data, the hosting cannot be clearly described as "good" or "bad." The number of negative comments exceeds the number of the positive ones, but this superiority cannot be called overwhelming as the difference between these two categories of comments is of only 4.6% of the total.
Comment Topic Distribution
All of the existing reviews are divided into four themes: Sales, Functional, Support and Stable. If a comment relates to more than one theme, then it is successively listed in all the themes.
The category of Sales includes all the reviews related to financial issues such as tariff plans, payments, refunds, additional fees, hidden fees, etc. The Functional category comprises comments, which describe the functionality of the host, such as the availability of certain services and opportunities for a stable and convenient operation: support for CGI: Perl, PHP, Python, ASP, Ruby, JSP; support for .Htaccess/.htpasswd (for Apache); database support, the amount of the provided disk space, the amount of traffic, the number of sites that can be managed in one account and other technical lissues.
The reviews included in the category of Support relate to the quality of the service provided by the working staff: technical support, customer support, manuals, etc. People can praise or express their disappointment regarding the level of training and education of the staff in the process of solving existing problems, the reaction speed of the technical support team and other technical details.
The category of Analytical feedback includes both, positive and negative comments, in which people share their experiences of operation for a certain period of time. They provide examples of stable or unstable operation, as well as about the presence or absence of technical issues and express their emotions against the technical support team and the hosting company as a whole.
In the case dealt with FatCow (http://www.fatcow.com ) web hosting, distribution of comments by themes is rather uniform, with the exception of Support category which comprises 26% of responses.
|More then one theme||35||19.9%||17||18|
Table 2. Comments distribution by themes
Diagram 2.1. Comments distribution by themes
Already on the basis of this analysis, without entering the content, we can draw some intermediate conclusions:
- We can definitely consider that financial issues are the "weak point" of this web hosting. It is not known what exactly makes it weak - high prices, refunds, hidden fees, but among 15% of the total number of comments left on the Sales theme, there is not a single good one. This is a disadvantage.
- The situation with the functional features is opposite. People are positive about the technical possibilities of the hosting. This is an advantage.
- The large number of reviews related to the categories of Functional and Support seems to be interesting. Most often, a combination of these two categories means that a person who faced a problem appealed to the support service, and with the help of the technical support team the problem was successfully solved. This also positively characterizes the hosting company.
User Feedback Content Analysis
Here is the analysis of the feedback content related to each of the categories, as well as the conclusions that can be drawn from this analysis. The Tables 3.1 - 3.4 provide typical reviews related to every category.
Positive. NoNegative. Nickname: ParkedTitle: Price Gouging
I started with Fatcow 3 years ago for $44 a year, understandably promotional. The second year was $88, when I inquired of the "doubling" of the price from when I enrolled at 35% off I was then told REGULAR price was $88 no matter what the orignal discount was, OK no problem. Problem - Renewal time $107.50. That's 244 PERCENT increase from when I signed up with absolutely no notice. As my 4 year Grandson would say "See Ya Later, Alligator.
Negative. Nickname: AnonymousTitle: My new bill.... Makes me want to scream!!!!
Picture 1. Positive feedback
I was happy with Fatcow after my first year of service until I saw my bill for the upcoming year and wanted to scream! I have an email into their customer service, but wanted feedback from an outside source too.
I signed up at like $50/year. Which one would assume to mean $50/year! I currently have a $99 charge sitting in my account along with a new, surprise $20 charge for a domain which was supposed to be free for life???
I haven't had a problem with their service or customer support, or anything else... but I will not pay this amount of money no matter how freaking great they are! And the fact that I feel I was blindsided by the new charge adds fuel to the fire. Even searching on their site now, at the deal that's currently being offered, I can't find any fine print to suggest otherwise after the first year.
I am so disappointed and sickened over the ridiculous charge I will surely end up paying. I have 0 hope they will be helpful on this issue. Anyone else have advice?
Typical comments of Sales category
There are three main problems concerning the payment: an increase in value without warning, bad refunds and payment request for "free" services. There are no positive comments in this category.
Do not consider any other host, FatCow is the best! With unlimited space, phenomenal customer support, and user-friendliness FatCow is the the best host on the market. The "Control Panel" is one of the better features, designed with simplicity and ease of understanding the control panel is spectacular for beginners. MySQL is fully supported and very easy to set-up, connect, and access. Great features such as FileManager, InstallCentral, and the .htaccess Editor make website design and my life a lot easier. FatCow also offers an Affiliate Program to make money from and a free Attracta SEO Membership. While maintaining your website you can also display to your visitors that FatCow is a wind-powered hosting company.Overall I highly recommend FatCow hosting, I have been a member for 4 months and I have had absolutely no problems.Negative Nickname: Anonymous Title: Ok web hosting, but email is quite bad
For the exception of my own; I requested FatCow customer support and it was extremely helpful, the man I talked to fixed my error and was very nice.
I am pretty much ok with the web hosting service of fatcow, though file uploads and update times are inferior to other services. My main complaint is about their email service. It's really bad in my opinion. Their web client is really bad. Folders are presented as names with "." separating the folder hierarchy. Apple mail and the mailboxes aren't synchronized easily. Sent vs Sent Messages folders for example. The smtp server has constant problems and I've contacted customer support or hundred times. Certain letters aren't allowed in the password either. I was told that the n-th letter in my password was not allowed. I was a bit shocked that they knew my password in plain text.
Picture 2. Negative feedback
Typical comments of Functional category
Judging by the reviews, the hosting is easy to use, it is friendly to newcomers and supports advanced software products, as well as the Content Management System. However, large loads can conduct to the occurrence of problems, even to those related with the account log in. The main reasons of the negative feedback are traffic restrictions, quotas of e-mail and MySQL databases. In such a way, the hosting service is perfect for placing sites with low attendance. It is not very suitable for commercial sites and portals (this problem is faced by the majority of well-known hosts and they propose to solve it by using a dedicated server).
I've been online since 1992 and managing domains since 1994. FatCow is hands-down the best host i have ever had the pleasure of working with. They host 15 of my domains, and i heartily recommend them to anyone needing responsible, reliable hosting with responsive, knowledgeable customer service and technical support personnel. You simply can't beat the price and the quality for the level of service they provide.
Negative Nickname: Stephen Title: FatCow is NOT a reliable hosting service!! Don't use them!!
I have used many hosting companies since 1998 and FatCow is one of the worst web hosting services I have ever used. Their prices are good but their shared hosting servers are WAY TOO OVERLOADED with too many sites and problems!!! My site was offline at least 3 times per week (for at least a few hours each time) due to their servers being too blocked up with traffic from too many sites on their shared hosting. So even if the prices of FatCow are low, you will end up paying much more in time, aggravation, and your website being offline constantly!!
Typical comments in the category of Stable
Comments in this category, especially the positive ones, usually contain little specific information. The feedback contents are very polar, like "everything is ok, the hosting is wonderful" or "everything is bad, the site slows every day". The only information that can be obtained in this case is the following: 1. There are people who use FatCow for many years, and 2. Reliability problems are directly related to technical restrictions, i. e. we have small sites running without interruptions, while the larger ones often fall.
I had tried to upload my FrontPage-designed site recoveredscience.com to two other hosts but they were unable to make it work because FrontPage sites have become an endangered species since Microsoft no longer supports that program.
By contrast, the tech team at Fatcow solved this annoying problem for me in only about four days of methodical back and forth, and I am very happy with their competence, courtesy, and speed of response. I also like their pricing and unlimited webspace, so I give them five stars for all the criteria I experienced so far. I will probably move some of my other sites to them, and I recommend them highly.
NegativeNickname: Anonymous Title: Cheap, but you get what you pay for
IIf you are truly websavvy, I'm imagining you could manipulate this service into doing what you want. Also, if you are really new to or lack knowledge in webhosting/sitebuilding, or are needing a website for the most basic purposes, it may serve you well.
If you you fall somewhere in between...this site offers frustrating/awkward/buggy tools and TERRIBLE support. Not terrible in availability, as people are generally available for live chat, but terrible in troubleshooting. The "solutions" are often later provided offline via a support ticket and commonly contain directions that make no sense/did not address the original problem/direct you to do something you have already done, etc. After a year, I am looking for a new host.
Typical comments in the Support category
It is difficult to make some definite conclusions in this category. This happens due to the approximately equal distribution of positive and negative reviews, as well as the absence of enough specific facts. Perhaps the services of technical support are provided by a third company. This indirectly testify the complaints about low professional level of technical support teams.
Based on the analysis of the clients' reviews about FatCow (http://www.fatcow.com ) hosting the potential customer can make the following conclusions:
- The pricing policy of the hosting corresponds to the variety and the quality of services provided. That is, you get what you pay for.
- There are some problems in dealing with financial matters. This is slow refund of payments and increasing of the value without notifying the customers. This is a rather important point that can make it difficult to attract new customers.
- Functional capabilities meet modern requirements; there is support for the majority of functions necessary for the creation and development of an ordinary website from zero. Managing is available even for a beginner, which is a great advantage in attracting new customers.
- Reliability and functionality are directly dependent on the size of the site. According to feedback, placement of a large commercial site with lots of visitors involves considerable difficulties. This is a disadvantage, but business sites have other solutions.
- Customer support is medium. It successfully handles different typical issues, mainly related to the incompetence of users. However, in the case of serious technical problems, technical support will likely not be able to help.