A follow up to my post on: http://www.startups.co.uk/forum/topic.asp?TOPIC_ID=759 But I thought that it deserved to be put in a new topic so that it can be noticed, and can be heeded as a warning. Just to recap, my girlfriend is trying to set up a web site, and chose eukhost as a promising looking host.
My girlfriend and I finally tracked down the elusive Robert King from www.eukhost.com and managed to have a chat through his live support (the first time it seemed to be 'live' for the past fortnight). Now, here is what happened. Apparently eukhost have been having some staff problems, (in other words Robert's parents have been on holiday []), and so this is why he hasn't responded to any of our questions sent to him. He also cannot understand why the domain name never registered, though he has had 7 days to ponder this problem. Additionally, the fact that the wrong package had been set up was equally mystifying. This may be due to the following: Robert King : We don't have any records at all of your sign up (from the live support) The problem has been magnified by the fact that we couldn't wait any longer for the domain name to be registered. Sitting on a good name for 14 days is quite risky (you'll know why if you've ever looked for a good domain name, dictionary in lap), so we registered it elsewhere. How he can now deliver the domain name, that he had apparently registered, in the 30 days specified in the distance selling act is going to be a problem for us. So his response: Robert King : It is 14 days which is after our 7 day refund (again from the live support) He means, that he won't refund us, though he can now never deliver for 2 years, unless he can find the exact same domain name on some other Internet ([]). So we explained that we contacted him almost immediately about the wrong package, and after 7 days about the domain name not being registered. His response was that we couldn't have been given a confirmation email from him for the domain name, when it wasn't registered. My Outlook inbox thinks different. So, finally he offers a refund, minus £2 for bank charges. Now, I don't know many banks that charge £2 for a cheque or bank transfer, so I asked could he explain where exactly the £2 goes. At this point he does a bunk and logs of the 'live' support without bothering to reply. Though he is signed in to MSN Messenger as we speak. You pay for what you get I suppose, don't be fooled into buying cheap. Here's the tips bit then (wish we'd thought of these sooner [B)][]) ------------------------ Always check out a web host. See what they offer for contact. Don't go with someone who doesn't have any discernable contact details, ie tel/fax or real address. When deciding on a host, send them an email, see how long it takes to respond, see if the name on the email sent back is a real name... not just 'webhost support team'. The term 'we' is often used by web companies to mean me and my other personality/parents/mates, it is often wise to do a bit of checking to see if the company is more than one person who feels they can offer the dedicated support they advertise. Nothing wrong with being a one man band so long as you're honest about it from the start. Also, if they have a forum, check how long it takes for the hosts to respond to queries. Remember, you will be giving these people money... maybe lots of it, it pays to take your time and do your research. Happy hosting! George (and Judith)
Final request, could Lee from Limeone give their contract a look, see if we have a right to a full refund (+ Nochex fee) or if Robert King (http://www.eukhost.com/terms.php) has a leg to stand on. I have full copies of all info sent back and forth if it helps. (edit: Have just looked back at the site and it looks like we touched a nerve as he has modified the cancellation policy).
To the moderator, if you feel this is a bit much then let me know and I will modify it, but I am just using my own example so that nobody else gets taken for a ride.
------------------------
www.brownmouse.co.uk | www.ipodtopia.co.uk | www.westendboxoffice.co.uk