Aplus.Net hosting has the WORST customer service ever in the history of all companies - Last night we experienced another nightmare scenario for a small, growing company. We went down again for the THIRD time, starting at 12:45am PT. After reporting the problem, I was told that the failed server would get rebooted within 15min. Things got progressively worse from there. After half an hour, I called back and they had no idea what was going on and refused to give me an ETA at this point. After another hour, all of their customer support goes OFFLINE -- i.e. the hosting company goes completely dark and is completely unreachable. Regular server support is offline, dedicated server support is offline, and worst of all, the dedicated server support hotline (phone) starts playing a 30 second generic message and then HANGS UP ON YOU. I called five times with the same result. After yet another hour, I finally see a support person come online and ping her. She says she can't help me because she isn't a dedicated server support representative. I ask her what happened to dedicated server support at her company and she says LUNCH BREAK. Sweet. Two hours into the ordeal, I realize that there is only one person in the entire company that can help me and he is out eating a sandwich.
Fast forward seven hours later and we are finally back up. There's no knowing how many users we lost or pissed off over that time period. But great news, according to their uptime guarantee policy on http://servers.aplus.net/servers_guarantee.html, we will get 35% off next month's bill. Can't wait to save that $80! Well worth the downtime!
The worst part is not just being down, but not having anybody available to talk with. There's no worse feeling than trying desperately to contact your server provider and not be able to reach ANYONE. When will these companies get a clue about what customer service means? When someone is having a real problem, "I don't know", "I can't help you", and automatic messages that hang up on you, just don't cut it.
Stay away from Aplus.Net! At least until someone from their company cares enough to do something about their customer service.