PHOENIX, ARIZONA -- I am a web developer who has hosted different companies at IPower. They have become terrible with respect to support!! The worst I've ever experienced from any webhost... and I have used many nationwide. The current complaint is that I have a client that needs changes done to their website, but I haven't been able to login because Ipower has changed the username and passwords recently and they DO NOT provide any easy way to get answers from them.
I have waited for LIVE SUPPORT CHAT for a total of 3.5 hours today, finally getting through to someone, who eventually sent me the wrong information to login. Even though I asked not to be disconnected from LIVE SUPPORT CHAT until I received the login information by email, I was disconnected by them anyway.... which began another 50 minute wait for service. I have also waited in the queue for telephone support today for a total of 3 hours (calling 4 separate times... being dumped twice and 2 other times I hung up in disgust). Also, NONE OF MY EMAILS to their tech support email address over the last 2 days have even been responded to.
This company is the absolute worst when it comes to service. I could also tell you about another of my clients who's entire website went down last spring during a big online sale they were having. There was no support to be had for 5 days while their (IPower's) servers were down... by which time we had moved the company to a different webhost. Nevertheless, the company lost thousands of dollars in potential sales revenue due to IPower's incompetence and lack of support and assistance. Then, they had the audacity to continue billing for that client and to send me email surveys asking how satisfied I was with their service.
When I went to the webpage link that was provided to fill out the survey (and spent 15 minutes going into detail why I thought they needed to pay more attention to technical support and overall service), the page choked on the form submittal (typical) and I was denied the ability to complete the survey a second time. If I can't get any satisfaction from this company in terms of service (and I WILL be removing all remaining clients hosted there soon), at least there will be a record with the BBB that this company is only too willing to take your money, setup your account, and then let you wither in the wind.
I would be more than happy to discuss this with the media and would welcome any inquiries directly. I just want to get a live person to answer my question when I need one answered. Is that too much to ask? They should be responsible to live up to their promises of superior 24 hour/7 day customer service (which is plastered all over their website).
Unfortunately, there are no email addresses for support listed anywhere and the live chat and telephone numbers are only good if you're willing to sit and wait for hours to be served. If they were honorable, they would provide the public with names and telephone numbers (with extensions) of staff that can help with customer problems.
LOS ANGELES, CALIFORNIA -- I purchased web hosting with IPOWER Web in about 1996. The site worked well until November 2007 when they switched over their Platform. At this time, right before the Christmas holiday my site crashed. I made over 20 calls and each call was a minimum hold time of 3 hours (no exaggeration) to have the site repaired and not one person would help me at this company. I was told it is with the top of the line technicians (several times) and they would get back to me and nobody ever did. Each time I called back there was no record of the previous call.
One operator finally gave me the email to the vice president to the company and he responded and promised the problem would be resolved. It is March 2008 and there is no resolution. The lost all of the data from my site, customer lists, photos, all parts of the database. I requested compensation for another web designer to come in and fix this problem - they declined offering me a 100.00 credit for their company and to re-create the database minus all of the information they had lost. I had professional photos taken, spent hundreds in web design, hours entering the information into the database.
I have NEVER received such poor service and the nerve to offer me a credit with their company? They have no clue how to fix their own mistakes, they lost invaluable data and offer no solution to my problem besides locking me into more time with this abominable company. I also sent an email to the president of the company Thomas Gorny and never received a response.
I would like this company to pay for all of the money and time I have put out to try to fix this problem. I have spent COUNTLESS hours dealing with this, wasting my time. I had to pay over a thousand dollars at this point out of my pocket to try to fix this on my own and nothing has been done about it. To offer me $100.00 credit is a joke and unacceptable. I insisted on being refunded my $95.00 for the year and somehow they took that as give me a credit. YEAH RIGHT!!! I fought and finally got that money back. This company has a ton of nerve and should be out of business.