This document provides an overview of feedback left by users of Hostmonster (http://www.hostmonster.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
Positive vs. Negative Comments
Table1.1. The number of positive and negative comments and their percentile ratios
As you can see from the table 1.1. and the diagram below (See diagram 1.1), the number of negative comments is three times 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.
Diagram1.1. The ratio of positive and negative comments
Comment Topic Distribution
Table 2.1. Comments distribution by themes
Diagram 2.1. Comments distribution by themes
Diagram 2.2. Comments distribution by themesThe diagram 2.2. helps us make the following conclusions by categories:
It is worth paying attention to the fact that Hostmonster (http://www.hostmonster.com ) and Bluehost constitute a web hosting compan. So, the level of their services, pricing and quality of technical support are very similar. The most part of feedback is formed by customers comments, which are unhappy by the fact that the company never spreads about their relationship. This makes clients leave from the company, which didn't satisfy their wishes, and come to the same conditions and services, which they tried so hard to avoid.
User Feedback Content Analysis
The following are examples of positive and negative comments, divided into different categories, namely: Sales, Support, Functional, Stable. The relevance of the feedback presented below has been tested during the correspondence with users who left their comments on webhostinggeeks.com. After predictive dialing and e-mail correspondence with those customers, comments have been analyzed and only those which remained unchanged from the moment of their publication on the site have been selected. If the client's opinion has changed (for better or worse), the old material has been replaced by a newer one, indicating the reasons for changes in relation to the company and its services.
A lot of customers complain on the Auto Renew option, which is connected to a company's automatic service of payment. And, even if it is disabled, the support service may continue anyway withdrawing a monthly payment from the customers account.
No one can complain about the price; Unlimited bandwidth and Storage- this was 15Tb of bandwidth and 1.5Tb of Storage when I first signed up, but it was still worth the $4.95 /m I pay for it (and I get upgraded should I ever use the space, bandwidth), buts its more than anyone will use.
Setup is easy, and the control panel is easy to use (uses cPanel... google it).
Knowledge base has loads of topics to help people, but people complain that the email support takes too long (took me 2 weeks to get a response) - don't use it- use live support instead, and you will get a response within 10 minutes.
One of my gripes with Hostmonster is the lack of forums- there is only a community created one, and it isn't the best. The DNS servers are crap, and are constantly going down- make sure you use another DNS server (your domain registrars?) instead.
Negative. Nickname: Elmobane Title: Bad Auto Renew Billing System
Picture 1. Positive feedback
Be careful with the Auto Renew option. They kept trying to rebill me even when I had turned off auto renew for both the Registry and Hosting service. Luckily my card on file had already expired. They completely ignored all emails to stop the renewal process.
I would never trust that company with my business when they have such bad billing practices.
Plus I had many issues with the email service going down.
Typical comments of the Sales category
The number of negative comments is more than twice greater than the number of positive ones.The most common difficulties are associated with the guaranteed refund and unsatisfactory operation of the financial department.
3.2. SupportAs well as in Bluehost, the operators of the Hostmonster technical support are rude, impolite and ignore their customers.
- The given hosting company at the end of the registration and after concluding a contract with a new user, sends to his email a password. This action is very stupid and dangerous.
- E-mail letters are not answered. If you try to contact the support service to solve the problem with the site stoppage, the personnel can break the connection or put it on the hold.
- Every month customers are promised that particular problems will be removed, but nothing changes.
- When concluding a contract, the site promises to publish it within the next few days. But in fact, this process can drag on for three days.
Positive. Nickname: Tiffany Title: I LOVE Hostmonster!!
I have been with Hostmonster for over a year or so now. I just registered my second domain with them. They have great prices but what I really like is their customer support. One of their tech guys literally helped me set up a subdomain. He logged into my account and did it for me after walking me though it a few times and I couldn't figure it out. They have the best staff and they are really fast. Their email service i'snt the most reliable. That's the only downfall I see. If you are looking for affordable hosting with a LOT of features, go with hostmonster. They have so many applications and services, I still haven't figured out or found a reason to use half of them. I love having the options though. A++++++Negative. Nickname: Robert Title: Not Good at the End
I wanted to remove the dedicated IP I had purchased but then didn't really need. They wanted the old credit card number I had originally used.
3 years and a divorce ago, I don't know the last four digits.
Well they wouldn't take the charge off future years, I tried to reason with them but to no avail.
So I renewed the domain names so they couldn't keep them from me, and looked for a new provider.
I don't have time to play games with supposed tech support.
Strange how I renewed the domains with them, like I told them I would. Used the email on the hosting account to communicate with them.
But still they demanded my old CC info. So now I am gone, and I guess they are still waiting for me.
Find another place, you'll never know what you avoided.
Typical comments in the Support category
Picture 2. Negative feedback
- The media and flash materials are loaded too long. Some video broadcast services are not being supported.
- The postal service refuses working very often, letters and messages do not reach the owners, the boxes are full of spam.
- The site may be closed without prior notification of the client. They do it, basically, if they dislike any part of the content. Clients requests of finding out the reasons of such spontaneous closings are often denied.
- It is impossible to load sites with DreamWeaver, servers do not read the css code correctly, and the support service rejects assumptions that their servers do not recognize the .dwt format; they say that the clients are not able to correctly make designs for the site.
- There is also a problem for those who tried to use Drupal, but despite the fact that the hosting company promises support for this program, the servers, in fact, will always generate an error. Support service does not respond, and doesn't even consider this problem.
Hostmonster is a US company with their customer support IN the US. Many other servers offer unlimited storage and transfer, but do not support streaming media. Hostmonster does. As one of the top hosting companies for their price, I have found only three downfallsNegative. Nickname: Ryan Graves, IstariMedia LLC Title: POOR! POOR! POOR!
IF you can overlook those three details, Hostmonster has the best customer service and features for the price.
- although permitting streaming media, for other tasks, there is
- *limited CPU usage per request,
- *physical location of servers are all in one place (with low possibility of destruction due to natural disaster)
- 3 limited number of databases.
Frequent downtime, TREMENDOUS amount of spam since I switched over to them, frequent account suspensions with no communication as to why (unless I asked), emails get lost at the server and you never get them (my customers ask me how come I never respond to their emails - oh yeah, because I NEVER RECEIVED THEM!), and once you sign up for hosting they actually EMAIL you your hosting password - UNBELIEVABLY INSECURE!!!
Typical comments of the Functional category
- The servers of Hostmonster (http://www.hostmonster.com ) hosting company work intermittently. In spite of the fact that the company promises a maximum uptime, half of the cases, the sites experience downtime, due to which users and visitors have to wait up to five minutes until the site is completely displayed.
- Due to the overcrowding servers, sites may not operate for one hour, sometimes the collapse time can range from 10 hours to three days. The web sites display "CPU exceeds errors", "Database connection failed", the mail servers and the scripts refuse working. The support service team often dumps the blame on hackers.
- Support service team never notifies the clients when it carries out maintenance of the system or upgrades software, that is why people during this period of time can not properly use the control panel of the site and sometimes even update it.
I brought my company's corporate website/e-mails over to Hostmonster from another host that shut us off for too many e-mails sent. In the year or so that we have been with Hostmonster, I think we have been down a total of 30 mins one weekend. No complaints. Customer Support was a 2 min hold, answered my questions, were knowledgeable etc. I rate them 4/5 (5 being impossible to obtain in my eye).Negative. Nickname: Lazaros Title: What you pay is what you get
Everything good but there is no such thing as 99, 9% uptime. It is rather 60%. What's the catch? The server is up and down in seconds.
If you watch carefully your site by hitting refresh button every 5 seconds you will notice that it is up for 30 sec to 3min then down for 5 to 20 sec then again up for 50 sec then down for 10 to 40 sec etc etc.
These 5-40 sec intervals are enough to lose your visitors.
My site is www.larisaportal.gr in Greece.
Before hostmonster.com i 've tried webhosting pad.com. Same situation.
Before, i was paying a greek company which offered 1200 Mb space for 17$ /month and 30gb, month bandwith, which i thought is very expensive. But they offered true 100% uptime.
By the way the support says that my problem has to do with my ISP. Then how come i always see google, yahoo and all other sites except mine, which disappears from time to time?
Conclusion if you need something reliable don't buy cheap webhosting.
Sorry for my bad english.
Typical comments of the Support category
Feedback concerning the stability of the company do not cause any complaints. In fact, 62 positive comments versus 2 negative reviews talk about the highest level of quality and reliability. Consequently, the server load is always monitored, the uptime is up to the mark and all the other factors that could somehow affect the stability are under control!