Date: Thursday, December 14, 2000 4:57 PM
From: (moatmai)
To: press@hostpro.net
Subject: Quick-Contact Request Form

Dear Sir/Madam,

I am presently experiencing a problem with HostPro's customer service. I
have a domain at HostPro which is not violated any of HostPro's terms of
service, but which is nonetheless being terminated.

Apparently, Customer Service objects against a page on my server which
details a few problems I had with HostPro when I initially signed up, a
year ago. Nothing in this description was of a libelous nature; it just
described the events as they happened.

Initially, customer service requested me to remove my "negative comments"
about HostPro. I complied with this request, editing the text into an even
more neutral form. I also called Customer Service in order to salvage the
situation and was told that I should not call, but e-mail.

This was not enough for Customer Service. They demanded that I remove the
whole page and any reference about HostPro on my site. I requested to
speak directly with a supervisor in Customer Service and instead received
a notice that HostPro was cancelling my account per Section VII(1) of the
HostPro Terms and Conditions contract (which I couldn't find on your
server). If I wanted to discuss the issue, I should call Customer Service.

I have since seen myself forced to look for a new web host.

At this point, I am very upset about this behaviour. My site is small,
barely noticed by the public at large. Customer Service seems to have
decided to push me around in a most insulting manner. Of course, I could
now go and post negative testimonials about my negative experiences with
HostPro on miscellaneous Hosting Choice sites. I could also move to a new
web host and publish my present experiences with HostPro's customer
service in addition to the past tech support problems described on my site
now.

This seems childish, however. I do like HostPro for the connectivity and
other features, and it would be a hassle to move the site.

Is there any way this situation can be resolved in a dignified manner?

Sincerely,

Gerald Himmelein

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Date: Thu, 14 Dec 2000 22:39:48 -0700
From: (hostpro e-mail removed) (Mark J.)
To: (moatmai)
Subject: RE: Quick-Contact Request Form

Dear Gerald,

Thank you for writing in.  I am sorry to hear of these troubles you have
had.  I hope that we can work this out.

Without all the information I am not really able to make a determination as
to what should be done.  Can we arrange a time to talk on the phone?

Will you please supply me with the name(s) of the Customer Service people
who were communicating with you?  Also, what was the nature of the content
you displayed about HostPro?

I look forward to hearing from you.

Regards, 

-Mark 

(Mark J.)
Client Relations Manager
HostPro
http://www.hostpro.com/support/
http://www.hostpro.com/ 
(tel and fax removed)