🚀 go-pugleaf

Several times, during the past few months, my ISP (hosting.com/
algx.com) has had trouble with mail service for shell account users.
I've reported the problem via email, as usual and also as usual,
I have received an automated reply and absolutely NOTHING else
from their customer support group.  Unless I call and scream
at someone, my problem reports are NEVER addressed.  They all 
seem to slip into a black hole, immediately following the auto-reply
message.  ;-)    This problem has existed with their customer 
support staff, since the closed the austin office (jump.net was
purchased by hosting.com).

This time, I called (yesterday), but the service still isn't 
back and they've still not returned my call, to give me a status.

These unaddressed support issues seem to have no bearing on my
monthly charges and I really think I should be reimbursed for 
all that "unavailable" time.  And I think, as long as their support
is so poor, they should not charge customers for a "permium service."

At this point, my email has been disabled since last Thursday 
morning.  I'm basically fed up with paying full price for a 
service that provides no support and is often unavailable.   
So, I called the billing number today and you know what they 
said -- 

They would be happy to give credit for times that email is unavailable.
However, in order to do that, you must send them a letter, stating
the time the email service quit, when it was restored and the 
support ticket number.    The billing clerk said, after receiving
the formal letter, they would check the ticket, to insure it agrees
with the outage info and if so, would provide the billing credit.

Huh??  Of course the ticket won't agree.  In the first place, I
have no idea when the service goes out -- I only know when I first
"see" the problem.  In the 2nd place -- most of the time when I 
report a problem, the ticket slips into the black hole and I 
certainly have no ticket number.   For the 3rd issue -- certainly
no one every calls or corresponds w/ me to let me know when email
is back.  I just "find" it working again.

I think, what the customer service manager meant was -- 
we don't give a "rat's tu-tu" that your service is down and 
we're not sorry and we have every intention of charging you, 
whether you can use the service or not.  :-(

I sure do miss jump.net.  :-(
I intended to switch to blackhat.net, but discovered they have
no news service and no relay capability -- so I couldn't use the
email account, when out of town.  I need shell account access and
those services seem to be limited in this area.

Has anyone ever been successful at getting hosting.com 
to refund/credit your account for their ineptitude??

acp