HostICan Support Experiences - Unreal Customer Support

This blog has been setup in response to some incredible customer support I received from HostICan web hosting. It all began on Memorial Day 2007, just yesterday for those reading it on the day this was posted.

I had already purchased a web hosting plan from HostICan a few weeks ago and so far report no problems or have I noticed any downtime. So, Memorial Day evening after spending the holiday with family, I get home and fire up the computer to work on some things. I decide to start working on a new site and decide to put it under the same HostICan account by using the Add-On Domain feature which I have used already for a different domain and had no problem setting that one up. This time was a different story:

I logged in to HostICan's Cpanel and enter the domain I wanted added but it gives me an error stating something to the effect that I need to point the domain to their server before it will work. Now, the last domain I added on, I didn't need to do that first and it worked fine, but I do it anyway. Log in to Godaddy and update the nameservers for the domain. I return and try to add the domain again but get the same error. I wait about 10 minutes and try again with no luck. Figuring this is a HostICan issue, I go to their site and send an email to their support asking for some help. Here's were it gets interesting...

I sent the email at 8:59PM, I get an automated email at 9:00PM, and then, get this, I get a real live email at 9:03PM with some advice an a link for more info to help with my problem. I had to look twice to make sure the email was not a generated script email because I couldn't believe how fast they got back to me AND on a holiday evening. A few emails more with the next 20 minutes or so and my domain is properly added on and I ready to go to work.

All I can say is unbelievable for any company and even more for a web hosting company, considering good web hosting support is hard to come by.

I will try to post the email conversations here once I am able to omit the personal information. If anyone has any positive or negative comments about HostICan, please leave it here. I have a feeling that this company will be becoming a major player in the hosting industry and I am interested in seeing if their support can keep up with their growth.