March 6, 2008 -- (WEB HOST INDUSTRY REVIEW) -- Web hosting provider IPOWER (ipower.com) has recently revamped its customer service after receiving a barrage of customer complaints over website crashes, poor tech support and billing errors. In recent months, the Web host has nearly doubled its customer-service staff and deployed new software to manage customer feedback.
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The company has received increasing customer complaints since it merged with Massachusetts-based Web host Endurance International Group last year and started migrating customer sites to new data servers. Some bloggers have openly criticized its service while other customers have threatened to cancel their accounts, especially after the company's most recent outage.
IPOWER CEO Thomas Gorny has addressed the problems, attributing some of the issues to the company's "server migration," which he says will add more services for users to control their accounts. Despite the numerous complaints, Gorny says that customer loyalty is still strong and that the upgrade process for the majority of customers has been relatively smooth.
In addition to hiring an additional 100 customer-service representatives to handle increased call volume, IPOWER has joined online feedback program, RatePoint, which Gorny hopes will help to manage customer concerns more effectively.
The Web host currently has an unsatisfactory record with the Better Business Bureau of Central, Northern and Western Arizona, meaning it has not responded to or resolved consumer complaints. A BBB report on IPOWER that lists consumer complaints concerning contracts, billing and repairs, reveals that while the company has resolved many of the issues consumers reported, it has not yet responded to others.
