In January I set out to find a new web host and at that time actually entered into an agreement with WebHostingPad.com (I’m not even giving them the courtesy of a backlink).
I should have been wary and backed out of my agreement as soon as I discovered that their pre-sales “chat” representative had misrepresented their service to me. But I didn’t learn and when I was subsequently forced to change service because they changed to an environment that only allowed for secure FTP transmissions midstream I was beyond their 30 day refund period and they have since absolutely refused any kind of discussion on the subject other than we are right you are wrong and how could you Mr. Customer even consider using crappy software that only supports and ancient transmission protocol.
As I said back in January I was working on a web host replacement. I have a number of websites and wanted to make sure that the applications that I wanted to run were supported. In my presales “chat” I was specifically told by their agent (I copied the entire chat session to their management team) that they supported and installed Magento from their CPANEL application. I even specifically pointed out that I didn’t see it in the official CPANEL application list. He assured me they did. I signed up. Guess what…No Magento. Now I can install, and did install the application but I wanted a much easier plug and play. When I complained about it I was pretty much told that the presales agent was mistaken and that I would have to install it on my own and that it wasn’t that difficult and then they went down the road of explaining what would need to be done. If you are NOT familiar with installing software on a hosted web service by downloading the application, uncompressing it, uploading it to the appropriate directories on your account, etc… it can be an intimidating process. As I said I did install it and I was angry about it but had moved other blogs, etc… so I let it slide.
Then came the April change. We received a notice that we were no longer going to be allowed to use standard FTP protocols to transfer files. They were all going to have to go to Secure FTP. For normal file transmissions most FTP clients will support a secure connection. The problem I had is that I had two blogs that are entirely based on uploads from my security cameras and from my Lacrosse weather station. Both applications use built in FTP components to periodically grab images and weather data that I then display in my blogs. These applications may be updated at some point in the future and when they are I would use the secure FTP component. YES I know FTP is not secure because the “keys to the kingdom” are sent in plain text… This is why I create specific FTP logins for specific directories and why those web spaces are outside of my normal web app spaces. When I explained this to the Tech Support department I was told there was nothing that could be done. Secure FTP is the only method that they supported on a shared server environment and that I could upgrade my account to a dedicated server if that is what I wanted to do. Since I had no choice I had to move my websites so I found another host. Not very difficult to do… there are plenty of them out there.
I then proceeded to migrate everything I had on Web Hosting Pad (Webhostingpad) to my new host and told them to cancel my account and process a refund. Never was I told that there would be no refund. But they sure went ahead and cancelled my account without a problem. When I started questioning my refund… my first inquiry went unanswered. My second inquiry came back with a response that I was beyond the 30 day refund date and no refund would be processed. When I questioned further that their new policies made my websites inoperable and that I had no choice but to move they again questioned my desire to use software that used an ancient protocol and that they reserve the right to change their policies to protect their other customers because a compromised account was a risk to everyone and they didn’t want to get blacklisted, etc… Bottom line for them I was not entitled to a refund.
It wasn’t a lot of money – I guess you get what you pay for is the moral of that story – but it is a matter of principle now. If webhosts are allowed to make changes that render what you paid for inoperable they should offer a refund. I wonder how long it will be before webhosting pad discontinues uses of Perl and or PHP because they pose risks for others on their shared servers and increase the potential they might get blacklisted. Will they institute a policy to not allow you to install certain applications on your account because they also pose a risk…think applications like web forums, blogs, or even ecommerce sites.
Before you spend money at webhostingpad I would definitely think twice and always be wary of the fact that they may render your sites useless and that they really don’t care what you think. Understand what you are buying… ask as many questions up front as you can.
I’ll keep you all updated on the status of this one. I’m still pursuing a refund… Have contacted the BBB of Chicago and filed a complaint and I have also filed a complaint with our Attorney General. Initial response to the BBB complaint is pretty much as above… They have the right to change their policies and I should not be using this ancient protocol… what was I thinking???
