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Date Submitted :
January 29th, 2007
Length of time hosted by this company :
1 - 3 years
Overall Rating :
1 out of 5
Reliability :
1 out of 5
Support :
1 out of 5
Pricing :
5 out of 5
Verdict :
This isnt anyway to treat someone when YOUR SERVERS ARE DOWN and YOU CERTAINLY DONT GUARANTEE 24/7 TRUE LIVE SUPPPORT.. IT'S TRUE LIVE BS. NOT TO FORGET THEIR SO CALLED ADD ON FEES THATS NOT MENCHINED IN THE TOS/ MEMBER AGREEMENT. THIS IS A HOME RAN BUSINESS IM INSERTING SOME REPLIES AS YOU CAN SEE HOW I WAS TREATED.
Client Wrote
My question to you is why was my domain allowed to expire in the first place? I am not sure about your other customers but my domain is used for a business and my busiest times are on the weekends. Having my site down for close to 24 hours severely damaged my income this weekend. On a normal Friday I will have sold close to $500 in videos. I understand when a domain is registered that it can take up to 60 days to transfer it to another provider but you can tell me where it is that the fee is stated on your site? I have read through and had my attorney read through your terms and we cannot see where it is stated. For the record these are the problems that I am having with Ovica and these are the things I need resolution for and need to speak to someone in management about on the phone.
1. I still have not had satisfactory response to the issue of my domain greedymoneymistress.com being added as an add on domain. When I signed up for the service I was advised that I would have 10 add on domains. In other hosting companies add on domains mean that you are able to have a second domain that acts as its own entity and simply shares the same hosting as far as bandwith and server space. Instead I am being charged for a second hosting account and I have made it clear this is not what I want.
2. On your site you advertise 24x7 live support. This is something I have great issue with as I am never able to get anyone on to assist me when things happen. I have to open a ticket which can take days or hours to be answered if it is answered at all. One of the reasons I chose your company over others was the 24x7 support as I run a 24x7 business. The down times and not being able to reach you all when there has been an issue has severely crippled my business at times.
3. As mentioned I am not happy that my domain was allowed to expire and that now you are telling me that in essence you will be holding my domain and not allowing it to be transferred to another provider unless I pay a $35 fee. That fee is found no where in your current ToS or the ToS for the site that I originally agreed to over 2 years ago when starting my hosting with you. I have printed out copies of both terms in a screen shot along with date and have given them to my attorney as well.
I would like to continue a business relationship with your company and I think that we will be able to work out some of these issues but your service up to this point has been less than stellar and not at all what is promised multiple times in multiple areas on your site. I want to know what you all as a provider are going to offer to me in good faith to keep me as a client. I would like to be called to discuss this further. You may call me at any time of the day. Thank You. SJ
Admin Wrote:
Hi,
I'm not willing to discuss this on the telephone. The reason the domain was allowed to expire was quite simply it was not clear whether you intended to continue with the hosting service or not. If the hosting service was not to continue then I would not continue with renewing the domain. The costs are simply to cover for this and a nominal sum for administration. You'll find whilst some companies do not charge a fee to transfer domain names there are a very large number that do.
I do not follow the point about your domain greedymoneymistress.com I'm already giving you the option to make a backup, delete and re-create as an addon domain so you can run both domains in the same account.
Normally to do this work for you I would charge a $75 per hour fee but I've said I'll do it for you for only $25.
If you are not satisfied with what I'm offering and what I'm prepared to do for you sadly I think it is time for you to vote with your feet and find an alternative provider.
Whilst I do of course appreciate your frustration in finding your site was offline due to the domain name expiring I do not appreciate you telephoning me in the middle of the night and thereby waking up my whole family.
Client Wrote
The number that was given to me was given as the business number for your company by enom and I was told to contact you. As it stands your site says that there is 24x7 live support. How was I to know that this was in fact not a business number but a residential one. Are you saying that 24x7 support is infact not offered by your company? Also can you show me where on this site or in your ToS and member agreements these fees are mentioned?
Trouble Ticket System
Ticket Status: ActiveDid this resolve your issue? Yes | No
Admin Wrote:
Hi,
24x7 live support is primarily for sales enquiries and other support issues are through the support desk like you are using here. I have other more pressing support requests to deal with for other clients who seem to be more satisfied and appreciative of my efforts so I think it is best we end things here. I will approve the transfer request that I have received for greedymoneymistress.com as a goodwill gesture without charge.
TASTELESS PURE TASTELESS I DON'T CALL THIS CUSTOMER SERVICE.
Ovica offers well-priced packages... however I have found their hosting to be unreliable over the years. Their Live Support no longer works, and even support emails take sometimes more than a day to be replied to.
I got used to random periods of downtime, and tried not to complain unless the downtime had been excessively long. When I have complained, their support staff tend not to give short, inadequate answers to support queries and I have to send the same question a few times before I get a reply approaching a "real" answer. Once or twice so far they have agreed not to charge a month's fees as compensation for the bad service.
I resisted the urge to move to a different host, hoping that Ovica's service would improve. However last week I discovered that data had been lost from my site, and since then the site has been going down for long periods and I am having various problems even when the site is up. Ovica's explanation after many emails was that my account had been moved to a new server and they were having problems with it - well, I received no advance notification of the move, and even though they've again offered not to charge me for next month, I'm fed up. I am now looking for a new hosting company.
Good: low price for the space and bandwidth. Support staff are usually available. They have waived fees before, for unavailability.
Bad: Uptime doesn't seem to be "99.9%". DNS have been down before. Email is unreliable. Some emails are mysteriously delayed or dropped. (but then, they have waived fees before...) Support staff have been unable to resolve the email glitches. If things don't improve, I'll have to switch.
Ovica recently purchased LCRHosting.com, which had great prices but completely lacked any useful technical support. When dealing with LCR, the tech guy would tell me to go post on a forum to try and solve my hosting problems... terrible service.
I really couldn't have asked for a better company to take over LCR. Support has been fast (even during the busy time period where they were changing everything over), the site features just plain work, and I've had no real problems.
I was referred to Ovica by a friend who highly recommended the company. The fact that they were only $4.95 per month with a 1000MB of space and a free domain was the clincher for me. And while I am not usually the poster type, I thought it would be nice to let some people know that there is actually a good hosting company out there, with great uptime and support. I hope this helps someone find their next host.
Personally, I was looking for the an affordable host, and stumbed upon the Ovica.com website. I found their live chat very helpful, and a few tests at different hours of the the day confirmed they actually had 24 hour support.
My experience has been nothing but great. Admittedly, I am not a high maintenance customer, but I feel that even if I was, they'd be quick to help me out.
