how about an apology?

**jimg** · 03-29-2002, 11:22 PM

<2cents>

You know, with all the !@#$!@#$$ going on over the last few days, I would at least expect a high level email from Aletia either posted in the forum or sent to members personally.

In this would be an explaination of what went wrong this week, why it happened, and what steps are being taken to not have this happen again. I would also expect assurances that the company is fiscally solid, and disclosure of hiring plans / tech ugrades / procedures that will move aletia back to where it was a few short months ago.

And If they were really smart, some sort of compensation would be outlined for those directly impacted by this weeks events.

</2cents>

Jim

**timechange** · 03-30-2002, 12:03 AM

Not an FAQ. Thread closed. User suspended. Account disabled. Dog put to sleep. Computer confiscated.

**clio** · 03-30-2002, 12:07 AM

Originally posted by timechange
Not an FAQ. Thread closed. User suspended. Account disabled. Dog put to sleep. Computer confiscated.

haha. uh, no.
thread should be moved. i can't move it. hehe. no mods for this forum.

**DevNull** · 03-30-2002, 11:35 AM

Originally posted by timechange
Not an FAQ. Thread closed. User suspended. Account disabled. Dog put to sleep. Computer confiscated.

I have dibs on his mouse! mine is acting up

**clio** · 03-30-2002, 12:14 PM

Originally posted by thereturn
i don't think aletia has ever issued an apology in the past.

i think a partial refund to all customers would be more appropriate.

Uh, yes they have. Just look for Ron's posts. He's apologized before. He's apologized himself and he's also done it on Aletia's behalf. There hasn't been any "public apology" if that's what you're looking for. And even if one were issued, it wouldn't make a difference. I personally would rather have them sitting in front of a computer working on fixing scorpion or some other server than writing up formal apologies.
That'll never happen. It doesn't happen ever no matter what company you're at. You can always receive FULL refunds, esp. if you leave, but I've never heard of "partial" refunds.

**DevNull** · 03-30-2002, 12:45 PM

Sure, let's calculate our fabulous refund (wipes out calculator):

$9.95 a month. There are 720 hours on a month. that means that we pay .013819444...444 an hour. How long was the outage? Lets say ten hours so I don't get confused with the calculation. That would make the refund a wooping... .13819444...444 per person! If you are on a yearly plan, the refund is even less but it should round up or down to ten cents a head :sick:

Anybody wants to start the class action suit?

Give it up. Refunds are meaningless. The only real alternative is to stay or leave. I already canceled an account because they could not figure out how to put it together on a timely manner, I'm keeping the other open because it is cheap and overall reliability and speed have been decent.

**jimg** · 04-01-2002, 10:37 AM

Clio,

Sorry for the mispost. I don't know if "thereturn" refers to my post, but since I cannot find a user named thereturn, I'll assume it does.

Again, these are opinions - you have yours, and I have mine - so a reaching a common ground is not mandatory. Given this, here's my reply.

Ron, while one dedicated person, does not own the company. A lack of corporate presence exists here, and when conspiracy theories rule the board (everything from Dana being non existent to the company being bankrupt), some voice of authority needs to step in and set things straight. Like you, I want things fixed, but I also want some sense of comfort that a corporate commitment is there (and aware of the current situation). Forum moderators, nay Sayers, and boosters are all biased in their response. Corporate should be biased in keeping business.

It’s naive to assume that companies won't compensate loyal customers for temporary bad service, even without QOS (quality of service) agreements. Compensation can come in many forms, and not all are monetary.

I do agree with DevNull that figuring out the actual cost of the service the person lost is meaningless. But there is another cost here. The cost of acquiring a customer in a highly competitive marketplace is extremely high. And "bad will" is a huge deterrent to new customers, esp. when the boards are full of disgruntled voices. And losing existing customers when lower cost alternatives are available (acknowledgement & compensation) isn't good business.

And, no DevNull – you can’t have my mouse!!

**Joshua Clinard** · 04-01-2002, 01:49 PM

I have personally seen a web host that has a 99.9% uptime guarantee, and they do indeed pay back users if the downtime for that month falls below that level. The web host is a start-up, and I believe they are a similar host to Aletia, i.e., simliar-priced plans and features.

I might be able to find it if I looked.

**tribby** · 04-01-2002, 02:42 PM

Originally posted by Joshua Clinard
The web host is a start-up, and I believe they are a similar host to Aletia, i.e., simliar-priced plans and features.

Remember when Aletia was a start up? As Ron put it, many of Aletia's issues have been due to "growing pains" -- move to a start-up, and you're likely to go through the whole thing again. Aletia is recovering very nicely from what I think was just a bad month.

**gaspain** · 04-01-2002, 04:03 PM

They did apologize in the email they sent, not to mention the 1 free month of hosting they gave us.
What more do you want?

**timechange** · 04-01-2002, 05:18 PM

It's still April fools day so I don't quite think I believe you

**gaspain** · 04-01-2002, 05:27 PM

Originally posted by timechange
It's still April fools day so I don't quite think I believe you

Darn it Timechange, you ruined my April Fool's Joke.
Your good!

**adun** · 04-01-2002, 06:52 PM

We should start a petition to get a free month though =) "we'll all be perfectly happy with you aletia if you give us free hositng ofr a month!"

(not that were not happy right now or anything... heh) :weyes:

**Rayn** · 04-02-2002, 03:21 AM

I have had very little problems.. except for the one time all my files when away, was replaced with porn, then I was contacted about it by the server and the fbi (Underage porn) then it was returned to aletia's main folders and all my files where restored... odd O_O

**Zoor'daan** · 04-03-2002, 03:56 PM

I personally don't feel that it's been one bad month. It has been several and I've started looking at other hosts because I'm sick of getting host outage reports or having a slow site because of high load.

I don't have a lot of traffic but I'd like to preserve what I do have and having a site that periodically disappears or is very slow on my cable modem (so I don't even want to think about what it's like on a 56k modem) isn't something visitors are going to appreciate.

I'm giving the situation a few more weeks to improve then I'm gone if it doesn't.

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how about an apology?

apology

not a bad suggestion though... =)

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