Below is a copy of an e-mail that I tonight sent to iPower after waiting for nearly an hour for a live Tech Support person to pick up the phone. After nearly an hour, I hung up and e-mailed iPower. Having used them as a web host for over two years, I can say that it is doubtful that I will receive from them a reply via e-mail or via phone. It is therefore most intriguing to me that so many web host reviewers rank this company so high. Over two years ago, it was the number of high ranking reviews that prompted me to choose this company as a web host. In retrospect, it is difficult to now not wonder whether or not certain web host review sites have some sort of personal interest in this company, since their favorable reviews of iPower are so very incongruent with my own experience of them.
For nearly an hour, I have been on hold on the phone, waiting for a live human being from your Tech Support to pick up so that a multitude of questions might be answered for me regarding how to translate all the changes that you made over the past few months. Most importantly, I am utterly baffled with regard to how I might now edit my website's pages in that the only forum for such that I have been able to access is the html editor. This is a real problem, as is being placed on hold on the phone for nearly an hour while waiting to talk with a live human being in your Tech Support division.
One would think that, given all the changes implemented by IPOWER over the past few months, the number of staff available to answer questions IN A TIMELY MANNER would have been increased. Apparently, this has not been the case in that I am realizing tonight that the on hold waiting time is just as long (if not longer) than it has been for the two-plus years that I have used IPOWER as a web host. From the vantage point of business ethics and simple human courtesy, I find this all most interesting (and, of course, utterly frustrating); and, in retrospect, I just cannot seem to figure out why so many web sites rated IPOWER so highly two-plus years ago, since this being on hold on the phone waiting for nearly an hour has been an ongoing problem since I first chose you as a web host two-plus years ago.
Now, while I might not be a BIG customer of yours, I am in fact a customer and did in fact pay for a service. That is, I paid you to be my web host. However, it is difficult for me to view you as such when I cannot access any sort of user-friendly editor in order to make changes to my website. Now, what purpose does a web host then serve if one cannot edit one's web pages? That is, if pages must remain in a stagnant state as a result of the inacessibility of representatives from the web host, what exactly do you do other than provide me with a domain address?
Most unfortunate from my perspective is this: changing my web host from you to some other entity will require a bit of research on my part, which will require time. Meanwhile, out there in cyberspace is my very stagnant website. Meanwhile too, I simply do not have the time to wait any longer for someone from your Tech Support division to pick up the phone. So, I will end this e-mail via asking you to please have someone from your Tech Support division CALL ME SOON. I can be reached at the following number: x-xxx-xxx-xxxx.