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  1. Dear Hawkhost, I had an extremely negative experience yesterday when I signed up for your service. Basically, the webhosts out there don't seem to realize that customers are more frequently getting fed up with being lied to, and only learning about certain limitations or handicaps of a service after they sign up. I asked to cancel my account but, after reviewing these forums and seeing users have had a generally good experience with your company I decided to give you another chance, or at least a chance more than a day. I understand that in order to stay in business you need to market toward your competition, and so I can basically (but barely) understand that you still promise a thousand "unlimited's" on your page, which is misleading. Having been in the market for a little while, though, I know that it's a lie so I can look past it - if you posted all of the technical limits it would look cumbersome and would give you a poor chance against your competition in some ways. However, for me the absolute worst lie that I have run into has been that everyone boasts about their support but very few have support that is not complete garbage, however it's always labelled as "fantastic" "blazing" and in your case "expert", or any number of superlatives. The thing is, your chat and phone support is completely crippled and unprofessional. I've seen posts on this going back to January, and I haven't looked much further. If you cannot offer phone support, if you cannot offer chat support, then be brave enough to take the buttons/logos/images/promises off of your site that these things actually exist in any reasonably functional capacity. If the problem is temporary, then temporarily take these off your list of services you actually offer so that incoming customers know what they are getting or not getting. If your support team works best or most often on a ticket-based system, and if they are indeed good or not as crippled as your phone and chat system apparently are, then why not simply put some superlatives on your homepage about your ticket system? There's nothing wrong with not having phone or chat support if you work well and best under a ticket system - and you are obviously not willing to put in even the most basic effort into solving this voice/chat support issue (really, how much effort does it take to take one of your employees aside for three minutes and record the voice mail message in a real human voice, rather than some f%^#ed up robot voice that makes it sound like I am calling HotHost?) - what is wrong or hardly professional or ethical is to use these faulty systems as leverage to lure people into your service only to find out afterword that they might as well be trying to call you with a can-and-string or chat with you by command line. So basically, by not being honest you basically just made me extremely skeptical of your service, pi%&ed me off, and it's difficult to trust you from this point forward. However, I see on these forums that people have generally had good experiences, so I am deciding to see how things go, with the understanding that as far as phone and chat support, I absolutely cannot trust you and will have to operate purely under the ticket system, which personally I far less prefer than an effective chat support. If you want to see an actual good chat support team check over at and see what kind of experience you have, you'll see what I mean. I'll only communicate through the ticket system from this point forward, but if that "Live Chat - OFFLINE" button remains there in that state for a month, it's going to be a hard ride for me. Why say you have live chat and then always have it offline? Why have a phone number if you don't answer? In the end, this is on your homepage: 30 Day Money Back Guarantee If you're not satisfied with our service. No Questions Asked. 99.9% Uptime Guaranteed! on all our Shared, Reseller, and Virtual Private Server Packages! Why Choose HawkHost? 24/7/365 expert support via Toll-Free Phone and Help Desk. There is no 24/7/365 phone support, is there? So what am I going to experience with the "99.9% up time"? Will this be another lie? If you just took the "Toll-Free Phone" off, at least you'd be staying a bit more honest. And please spare me the excuses of training a new support team, etc. If you are not able to maintain your support as you are training, then you are working beyond your capacity and placing the burden on your customers, and your "24/7/365" phone support and your live chat are more like "whenever we can do it we'll offer these means of support". I'm sure I'm not the only one fed up with the false promises webhosts pump into their victims eyes, maybe you could take a step above your competitors in this regard and actually honestly represent the customer services you offer and not make claims that you cannot keep. There are more creative ways around these issues, if your ticket support is really superior (and I question that, too, but will give you the benefit of the doubt), then there are ways you can make ticket support more attractive to customers. Anyway, let's see how it goes. -James