Sorry for the Inconvenience….

Ahh… the ever-so-famous, go- to phrase, that is often meant to provide solace and comfort to a person(s) for some type of caused mishap.  But does it? How many times as a consumer, have you heard or read: OUR APOLOGIES; WE’RE SORRY or OUR MISTAKE from a person or business without resolution. My web hosting provider is notorious for this type of behavior and unfortunately, their apologies for my inconvenience have not been resolved—only push to the side.

JustHost.com is listed on many sites as one of the top 10 hosting sites, however , what these lists aren’t aware of is the lack of customer service that JustHost.com provides to its patrons. As a customer for nearly two years, I have experience numerous and continuous email glitches and down site issues with little to no explanation and even less assistance.  However, my choice to remain as a patron heavily involved the convenience of not changing hosting companies and their seemingly apologetic tone about the problems I was experiencing.

But how many times can you apologize for the same issue before it
becomes meaningless?  

Apparently, several, here is an example of JustHost’s response to multiple complaints about my email outage and my threat to find another hosting company:

I apologize for the issue. Your requested to cancel your account at the end of its current billing term has been processed. Your account will stay active until December 05, 2011 then it will auto suspend.

Here at Just Host we value every customer, and we will be very sorry to see you leave. On behalf of the all the Just Host Team we hope you enjoyed your experience, and look forward to maybe seeing you again soon…

Thank you for considering Just Host as your web hosting provider. Please let me know if there is anything else I can assist you with.

REALLY?
Are they reading their own correspondence?  Furthermore if I “enjoyed my experience” would I request a cancellation? Apologies are supposed to be empathetic to a situation, however, when reading this e-mail, it appears that the apology was just a formality at the beginning of the correspondence.

Unfortunately, web hosting companies aren’t the only businesses that mishandle apologies, across industries, this practice of apology without resolution is excessive and rampant. As a consumer, I feel that empathy should be reserved for true understanding and I would rather have you replace your “I’m sorry” with “its resolved”.

Until Next Time….