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Site down since late January - No Help from Globat - Bad Customer Support
Our website has been down since late January. It was fine now gets a "Internal Server Error". Nothing has changed on out files so it is something they have done. The person’s name on the account recently died so we cannot get into the account. We have been jumping through hoops to get the necessary info to Globat, however, in the meantime, they will not work with us to help get the site back up.
If the domain was registered elsewhere, we would have already switched to a new hosting provider, which we will do once we can get back into the account.
Over the years, I have had 5 websites hosted with Globat. When they first started, they were affordable and reliable with people on the west coast who would actually answer the phone and troubleshoot issues with me. They got bought out and customer service quality tanked. Thankfully, I have finally migrated the last one of them away to other hosts. Globat hosting is fine and dandy - if a little pricier than other options - for keeping data, but I have had so many issues with their billing practices over the years that I was finally done once and for all.
Globat is now owned by Endurance International Group, a venture capital organization that has purchased dozens of web startups over the years. they maintain the individual brand names, but all customer support is funneled to the same support center. Customer support suffers immensely from poor training and management. I really don't care who is on the other end of support chat as long as they are a) skilled and knowledgable, b) friendly, and c) empowered to say "I can't help you with that, but let me patch you through to someone who can."
Too many times I have gone into my user accounts to update contact emails, only for that data to revert to the old email after I logged out. So I'd miss billing updates, and there were times that those missed messages caused me downtime on my websites. This was routine. I'd get onto support chat and try to resolve the issue, and update my email addresses. Rinse, repeat.
The last and worst issue with them was in pulling this last website out. The hosting account auto-renewed at the end of January as we were working to get the new site designed and the new hosting plan in place. That took time, and it wasn't until mid-March that all was done. They will not refund the 10 months of hosting I'm not going to use. Their policies are difficult to find. In fact, the clearly-marked policy links in the user control panel lead to links that have little information at all. It took a support chat agent sending me the link to their policies to see what I was dealing with.
Their policies actually do not clearly state that they do no prorate refunds. I had a long debate with the billing support agent about that, and again was never transferred to someone higher up who could help. The agent created a support ticket to send to a "billing specialist", and I'll hear back in 24-48 hours.
So, Globat may work fine until you have ANY kind of issue. Then, all bets are off. Don't waste your time.
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