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Regular readers will know about all the problems I had with the web hosting company 123-reg where MyDisk.co.uk was origonally hosted. Well finally, after several more months, I have had a response. The previous email I sent to 123-reg asked for a refund. I am not even using their services anymore afterall! Here is their response...

There is no SLA for hosting.

"4.3 PIPEX warrants that it will provide the Services with reasonable care and skill and in accordance with any SLA."

An, or 'any' SLA is not agreed to by us or the end user when ordering hosting. We will make every effort to resolve issues however there is no guranteed % uptime, i.e. an SLA.

Regards, Christian, 123-reg Support, PIPEX

I have sent one more email. I don't really know why, they have wasted far too much of my time already. However the email goes like this...


I can't quite comprehend what you are trying to say here. The quote was lifted from YOUR terms and conditions page http://123-reg.co.uk/terms.shtml under Service and Delivery. Web hosting is a service.

The full quote is: "4.3 PIPEX warrants that it will provide the Services with reasonable care and skill and in accordance with any SLA. PIPEX will not be liable for a breach of such warranty unless the Client notifies PIPEX in writing of such failure within 14 days of the Client becoming aware of the failure. "

You have NOT provided the services with reasonable care and skill. It took months to get a single human response. Even then the fault was not fixed. Sure you corrected the system clock, but this was not the main fault I notified you about.

Are you trying to say that I paid for a service that does not even have an SLA? I.e. a hosting service, which doesn't even have to be able to host files? Or are you trying to say that you do not think it is necessary to provide hosting service with reasonable care and skill? Either way, it sounds pretty disgusting.

Do you understand, this is not about a refund? This is about how 123-reg have dealt with the matter. If I had been notified that 123-reg was looking into the fault in a timely maner and then something was done about it I would be a happy customer. It is the fact that you did not even respond for months that disgusts me. I sent trace logs and even provided testing software to isolate when the fault occurred. Eventually I had no choice but to go elsewhere for my hosting because of the lack of response. Do you think all hosting companies operate this way? I can tell you they do not. I moved to lunarpages and all queries have been responded to in less than 1 hour. I've even been offered a refund for something which was not even their fault. This is how a good company operates, I will continue pay for such a service year after year. I advise you to work on customer relations because otherwise you are going to have many unsatisfied customers who leave after a few months when they find out that your hosting company has no intention of providing what is offered on the front page.

Best of luck improving your hosting services,

Mike.

To read the whole history of communications leading to this, view my 123-reg frustration page.