My Experience with, and Why I’m Leaving, BounceWeb.
Who is BounceWeb
BounceWeb provides “Reliable, Fast & Secure, and Wind Powered Green Hosting” for a relatively reasonable price. Several months ago that sentence alone would have summed up my thoughts on BounceWeb, but sadly after being a client of theirs for a number of years I have been pushed to reconsider.
It’s been a number of things really, but there are three main issues that have contributed to my discontent:
Poor communication: I manage several sites, and I’ll be the first to admit I’m not the best at keeping the software completely up to date. Two sites that I wasn’t actively maintaining anymore fell a couple major versions behind, and BounceWeb wasn’t too happy about it. So how did they handle this? They chose to completely suspend my account without so much as a courtesy notice.
Slower response times: BounceWeb guarantees that they are “staffed 24/7” and support tickets come with a “30 Minute Initial Response”. Over the past several months though that response time has been at best around 24 hours. Generally speaking, this would not bother me, but as it stands now I have one support ticket that I submitted on June 1st that hasn’t been replied to. That one doesn’t seem so critical now which brings my to the straw the broke the camel’s back…
They let my domain expire a month after I paid them: The reason that my site is currently on a DreamHost sub-domain is because BounceWeb still has nekonook.net locked. I paid my bill back on June 3rd when I received my warning and they charged my card, perfect! Then this happened:
You can see in the screenshot above my next due date isn’t until next year, but my domain is still “Expired”.
Now sure, this could just be an innocent mistake, but remember what I had said above about their response times? I submitted my first “Support” ticket on July 3rd when I realized the sites were down, a second “Billing” ticket on July 4th, and a third “SSL/Domain” ticket on July 5th; it is now July 7th and I still haven’t heard anything back from them.
I don’t know what’s going on over at BounceWeb; I’m not sure if the company is failing, if there is some sort of internal shake-up, or what. All I know is that it’s time for me to move on.
Update No 1: At this point in time I have contacted the credit-card company and have disputed the charge. That was on Friday so we’ll see where this goes. (Sunday, 2017 July 09)
Update No 2: Here I am still trying to get this sorted out. I’ve been on the phone with a number of people trying to figure out my options, and it was suggested I try going through their social media team that appears to still be active. Funny that they have resources to keep tweeting, but not to offer support to paying customers.
— Heineko Kaze (@HeinekoKaze) July 20, 2017
This story is still ongoing, I will continue to update as it unfolds.