Let it be known, I tend to stick up for the small guy.  In the recent Superbowl, I rooted for the Cardinals (even though I didn’t think they either deserved it or had any real chance of winning.  I prefer “somewhat local” to “mega global” any day of the week.

Also let it be known, I tend to be willing to pay premium prices for superior products.  I am no cheapskate, I know that the old adage “you get what you pay for” is more often true than not.  Heck, I spent a few years in the high-end stereo business, so I even understand and accept theories of “diminishing return”.

So, when I choose a service provider because they are the underdog, even when their product is not competitively priced, I expect quality in return.  Unfortunately, Hostway thinks it is okay to charge more and deliver inferior service.  This combination not only leaves me with no other choice than to discontinue my service with them, it leaves me mad enough to blog about it.  Take that, Hostway.

What made me so mad?  Years ago, I signed up for hosting with them and registered the domain name through them.  Sure, the price was high.  But, at the time I was doing a lot of work with Hostway (marketing for their clients, etc), and thought the premium guys would be worth it.  Truth be told, my experience has been pretty good for a number of years.  Until now.

All I want to do is transfer my domain to another host.  This has locked me in a customer support death spiral that is making me pull out my hair.  I have threatened to report them to ICANN.  No help.  I have sent them links to TUCOWS lost password page.  No help.  I have begged and pleaded for service.  Any service at all.  No help.

So, here I am.  7 days into this and no resolution.  The best I’ve gotten was a human response saying “thank you for your patience, this has been escalated to level 2 support”.  I don’t care what your support structure is, Hostway.  Your lack of service is astonishing.  It is so bad, quite frankly, that I may have to reconsider some basic principles I have yet held so dear.

Thanks a whole heck of a lot.