I haven’t written about Hosting365‘s customer service before now as I have no direct experience of it. I don’t host with Hosting365. However their reputation for customer service has been far from stellar. Almost as bad as Irish Broadband’s, I’m told.
Recently appointed marketing director of Hosting365, Ed Byrne is determined to change that.
In a comment on a recent post on this site, Paul Walsh of Segala said
Hosting 365 probably have the worst customer services Iâ€™ve come across. Not only are they ignorant, theyâ€™re technically crap.
Now, instead of attacking Paul, or throwing him off their servers, Ed contacted Paul privately by email and said:
I read your comment on Tom Rafteryâ€™s blog about Hosting365â€™s service.
First of all I am very sorry you have that opinion of us. 2005 was a tough year for Hosting365 – weâ€™ll be putting up a long blog post about that soon – we went from 16 to over 30 staff and built 2 new support teams. I hope that customers now start seeing positive results from this.
Iâ€™m not going to try and pretend we had a perfect customer experience in 2005 – we didnâ€™t – and weâ€™re working to build back customer trust and deliver BETTER support – as we see it as our core driver of growth…
I would like to extend an invitation for you to come in and have a quick chat – show you around the facility. For our business – any business – reputation is absolutely key, so Iâ€™d really like to show you the investment weâ€™ve made and get feedback as a customer, on what we should be focussing on.
When I spoke to Ed after my falling out with Blacknight, Ed very generously offered to help move all my sites and host them until I got sorted with a more permanent host, free of charge.
I told Ed that I really appreciated his offer but that if I did ask for his help I would insist on paying.
Now that is customer service – keep it up Ed.
UPDATE: – Just to clarify, I have no intention of moving to Hosting365, I just thought Ed’s attitude to customer service should be highlighted.