Thread: Worst server company ever known

Gah! I think my husband and our business partner/friend has had the unpleasant encounter with the worst server company, SingleHop. I posted this on our blog ( Worst server company ever known! - The Dudley Shop.com) but it still frustrates me today especially when the VP of Communications had the nerve to turn around and attempt to blame all the issues THEY were having including network maintenance every week O.o which is quite sad. And to top it off try to say that it was our fault when someone from their own staff replaced something on the server, without even telling any us nor our partner about it.

I never knew that one company could be anyone through so much then try to put the blame elsewhere especially when their were open support tickets nonetheless that showed that they were complete newbies or having a completely off day. You know, we should have known the first 2 weeks to leave but gave the benefit of the doubt regardless even though it took them 2 weeks to do a complete server to server transfer when my husband did it in I would say less than 2-3 hours. To top that off, they were packaging everything and not even moving anything even though we told them to stop as they were taking up space on the hard drive (which was the reasoning for moving was to upgrade to a bigger hard drive for more space) and making it to where they had it stop and be continued again because the server was completely full. It was so behind the words of horrible.

I think the worst experience came when they decided that when the server was down they would replace a SATA cable and then move the replaced cable to another part of the server in which wiped our valuable data from the 2nd hard drive and of course did it without notification to any one in which caused some major issues amongst clients and our staff team.

I think that SingleHop is the worst, most horrible server company we had to deal with. What makes it even funnier is that since our move from them, our uptime is at 100%, no minutes of outages at all as you can see here. I mean SingleHop messed up everything so badly that I actually had to contact Webhostingstuff.com to have them reactive it so our uptime was recorded once again. If you look and see the horrible outages and the durations of the outages, you will see how badly we got screwed from them being so unprofessional and very unreliable from the time we started Late December/ Beginning of January until April...It was a complete nightmare!

Our suggestion, do not go to SingleHop, at all. If you do, you'll regret. If you know how to manage your server, just make sure that if you go for their server because of price, do not for any reason let them touch your server.

Ahhhhh, that feels much better to not only share so no one else deals with their garbage but kinda makes me feel better knowing that people will know and not get screwed.

Sarahlee,

I am sorry that even after many months of having left SingleHop you are still upset, hurt, and frustrated with your experience with us. This, of course, is not the way that we want things to end with our clients. We work very hard, 24/7/365 to make sure clients are well taken care of, that we promptly answer their questions, and ultimately that they are satisfied customers. We routinely go out of our way to assist them, even when they have never paid us to do so. Your situation is an example of this, since you leased the server and declined all management assistance from us, preferring to completely manage the server yourselves. This, in effect, means that we would not have the log-in details to your server and only maintain the hardware, power, and internet connection.

Having said that, I would like to offer the following: In the interest of helping people understand what kind of company SingleHop really is, and to make sure nobody "deals with their garbage" as you stated, I wanted to offer to post every single ticket regarding your stay with us. Of course I will only do so with your permission and maintaining all privacy, but I am sure that it will help this online community understand what exactly happened during the time that you were with us. It will show:

1) The type of server and size of HDD capacity, and the fact that you guys never purchased management services.
2) It will show the amount of data that we offered to migrate for free, and show how that amount of information would physically be impossible to transfer to a new server in the 2-3 hours that you claim. In fact, you can't even generate cPanel packages for that much data in 2-3 hours.
3) Show that we constantly stayed in touch with you guys during the many days it took to do the migration. 1am, 3am, 5am- no problem, its all documented as we let you know how it was all progressing, how we loaded everything into our one HDD because you had chosen a drive much to small to transfer all the data, and then checked for errors and loaded it into your server.
4) It will show that you were satisfied with the migration, and even asked to outright purchase the server from us.
5) It will show that you corrupted several files on your server and asked us, repeatedly, to fix them over and over. Even after we explained how not to break things. And we never charged you for all this assistance.
6) It will show that we changed the SATA cable, but never logged into your server. Changing a SATA cable cannot, and does not change anything in the configuration of the drive. Furthermore, it will show us asking you for your password (which we will of course not disclose even if we post the information) because we didn't have the log-in information for your server. It will also show you providing that password several times to us, again, because you originally did not purchase management assitance due to your desire to maintain the server yourselves.
7) It will show that we went above and beyond what you even paid us to assits you, time and time again.
8) It will show that you requested to cancel the server, due to it being larger than necessary for the project you needed it for, not, according to the ticket that you submitted, out of intense frustration.


I will be glad to provide all this information on to this forum to make sure that the community is properly informed on the kind of company SingleHop is.

Let us know what your decision is on this, I will make sure that no private information is published.

Best,

Dan Salcedo
VP Communications at SingleHop.

Originally Posted by SingleHopDS

Sarahlee,

I am sorry that even after many months of having left SingleHop you are still upset, hurt, and frustrated with your experience with us. This, of course, is not the way that we want things to end with our clients. We work very hard, 24/7/365 to make sure clients are well taken care of, that we promptly answer their questions, and ultimately that they are satisfied customers. We routinely go out of our way to assist them, even when they have never paid us to do so. Your situation is an example of this, since you leased the server and declined all management assistance from us, preferring to completely manage the server yourselves. This, in effect, means that we would not have the log-in details to your server and only maintain the hardware, power, and internet connection.

Having said that, I would like to offer the following: In the interest of helping people understand what kind of company SingleHop really is, and to make sure nobody "deals with their garbage" as you stated, I wanted to offer to post every single ticket regarding your stay with us. Of course I will only do so with your permission and maintaining all privacy, but I am sure that it will help this online community understand what exactly happened during the time that you were with us. It will show:

1) The type of server and size of HDD capacity, and the fact that you guys never purchased management services.
2) It will show the amount of data that we offered to migrate for free, and show how that amount of information would physically be impossible to transfer to a new server in the 2-3 hours that you claim. In fact, you can't even generate cPanel packages for that much data in 2-3 hours.
3) Show that we constantly stayed in touch with you guys during the many days it took to do the migration. 1am, 3am, 5am- no problem, its all documented as we let you know how it was all progressing, how we loaded everything into our one HDD because you had chosen a drive much to small to transfer all the data, and then checked for errors and loaded it into your server.
4) It will show that you were satisfied with the migration, and even asked to outright purchase the server from us.
5) It will show that you corrupted several files on your server and asked us, repeatedly, to fix them over and over. Even after we explained how not to break things. And we never charged you for all this assistance.
6) It will show that we changed the SATA cable, but never logged into your server. Changing a SATA cable cannot, and does not change anything in the configuration of the drive. Furthermore, it will show us asking you for your password (which we will of course not disclose even if we post the information) because we didn't have the log-in information for your server. It will also show you providing that password several times to us, again, because you originally did not purchase management assitance due to your desire to maintain the server yourselves.
7) It will show that we went above and beyond what you even paid us to assits you, time and time again.
8) It will show that you requested to cancel the server, due to it being larger than necessary for the project you needed it for, not, according to the ticket that you submitted, out of intense frustration.


I will be glad to provide all this information on to this forum to make sure that the community is properly informed on the kind of company SingleHop is.

Let us know what your decision is on this, I will make sure that no private information is published.

Best,

Dan Salcedo
VP Communications at SingleHop.

My husband has contacted you via AIM regarding this issue after reading your post which is completely untrue and all the trouble that we went through that your staff had either messed up or added to the problem. Also, considering this, it is sorta funny that we have yet to have any issues on our new server which we have had since moving that is completely managed by us and nothing has been broken, replaced or anything of the like.

Anyhow, I hope that the community and internet users do know the truth about the issues we had over the entire time we were with SingleHop and I wish nothing of these types of issues to happen to others like it did us and that is the reason that I posted this and I also posted it on our blog. This was not our fault and I'm more than sure everyone will see that in the apparent PDF files you state we will receive today in which I will be personally reading every bit to make sure that it is completely accurate since you cannot reopen the account unless we purchased a server which doesn't really make sense because I would think that if you still have the account that you could add an 'order' to it to reactive it so we may get the support tickets on our own but anyhow I will definitely review everything and most certainly post everything not only here but on our blog as an update.

Good day.

After an extremely long conversation between the VP of communications at SingleHop, an agreement has been made as there were among many misunderstandings by both parties.

So if you have issues with anyone whether a big company or small, let them know and in most cases like ours, it will get resolved I'm sure.