twcfan92 wrote :
Sorry to hear of your hosting troubles. I've been there several times and can tell you that Knownhost's response is very typical. No hosting company is going to refund you because of a server or hard drive crash. And while most will offer a backup of your site, it won't come with any kind of guarantee.
This is how they can afford to charge so little for their services. So yes, demanding a six month refund and filing several complaints is a waste of time. Nothing will happen because their terms of use clearly state that they're not liable if something happens to your site (https://www.knownhost.com/terms-of-service.html#10). This is standard practice in hosting as well.
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I'm in the propane business. Nothing like hosting of course... apples and oranges. But if my equipment fails, and a leak takes place and my customer loses product, they expect a refund of that product. And we of course comply if it can be determined what amount was leaked.
That's not a perfect analogy though. The issue with KnownHost would be more akin to a customer using the fuel, but then having the equipment fail in a manner that caused loss of personal property. And in that case, we would still be expected to compensate the customer, especially if we expected them to remain just that... a customer.
We have protections written into our contracts that give us an "out" when certain circumstances arise. So if we really wanted to stick to our guns, we could simply say "No". But we also realize that we have a reputation to uphold, and these are people, not just account numbers. People who talk to other people. Situations are not black and white. They must be dealt with on a case by case basis to ensure we are making the right decisions for our customers and for our business reputation.
Out of this episode I have come to realize that KnownHost cares for neither. That's wonderful if they are satisfied with only living up to "standard practice". But great businesses know when it's best to go beyond standard practice.
