IPOWER Revamps Customer Service
- By theWHIR.com , March 06, 2008
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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.
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.
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Comment by Anonymous on Wednesday, April 16, 2008
I canceled iPowerWeb in January, then two months later I received a bill for another full year of service. I called them up, and after waiting on hold for 25 minutes I canceled my account a second time and was told that the full $95.40 would be refunded. Now I find that they've in fact given me a refund, but in the amount of $63.60! This is unbelievable negligence or outright fraud. Judging by the number of similar complaints about billing errors, I'm willing to bet this is fraud. I'm in discussion with the BBB, the Arizona Attorney State General, as well as my credit card company. This is not one they're going to get away with.
Comment by Anonymous on Wednesday, April 23, 2008
I have used IPOWER web hosting company for over the past two years, in which I have a continued series of problems
with almost every feature that IPOWER offers as part of their package plan. The latest problem is with Frontpage Extensions which clearly states on IPOWER's web site that they offer as part of the IPOWER PRO PLAN. However, according to their tech support they do not in fact support all of the features of Frontpage which is false advertising. I paid for a FrontPage-compatiable server, which IPOWER is advertising that they are. All of the features for FrontPage need to be
supported - not just some of them.
Tech Response
Unfortunately, we do not support Front Page subwebs feature. We simply support connectivity and publishing .
Jim Hudson
Technical Support Speciali
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