It seems that the guys at HMS care and have upped support. I don't know if they got some sort of incentive plan for solving issues, and are now paid on customer feedback, but its working. Support is just like it was 2 years ago, ( Awesome ). Thank you HMS

When HMS branched out in its offerings and made pricing a bit cheaper, it experienced enormous growth, and I think that for a year or so, it had trouble with keeping up with all the support requests. Clearly though HMS is now back to its old quality. I didn't notice that many problems in the past year. It wasn't *that* bad (still much better than competitors) when we were complaining, right?

No it wasn't ( That bad ), but its always good to always strive for self improvement, no matter how big or how small you are. I can understand how HMS lowered prices and not they have every noob who is making their first website calling in to tech support without a clue. When you revolve your marketing around price rather than product you will always get the consumer that just cares about price and lacks the education to determine a value on the product. Companies like Honda, and Toyota have strived for self improvement year after year. They don't look at the competition, they look at how their product did, and continue to improve it. If they need to improve it more, they hire more engineers, to attack the problems they want to solve. Companies like GM and Ford have forgotten this principal, they pretty much let marketing and Accounting run the company. When sales are down they think its not enough TV ads, or prices are too high. They don't realize that when you market your product to the least educated of society, you attract new problems.

I don't want to know what kind of problems Godaddy faces considering with NASCAR advertising I am sure they get every computer retarded consumer setting up accounts and calling tech support. HMS needs to keep focused on the educated consumer. As then hosting with HostMySite is not about just hosting, its about service ( like owning a Luxury Car ).

Well said. After all, HostyMySite's highest amount of profit comes from managed dedicated servers. They have now eliminated the 2.95 plan, and shared hosting is once again marketed on the service itself. As hobbyist rather than a full-time web designer, I appreciate low cost products, however paying 6-10$ extra to support the quality of human services is well worth it.

I think you all nailed it right on the head here. We have seen significant growth over the past couple of years and it has certainly been a challenge to handle that growth along with ensuring we are providing the best support we can. Certainly adding value to your services is always a good benefit to gain new customers (such as offering lower priced competitive plans, etc). In the end is so important to remember what matters the most is the service you get. One thing that I've always been surprised by is the offers many hosting companies make for their services. I've seen things like 250gbs of space, 1 TB of bandwidth and unlimited databases etc for $2.00 a month. While this offer looks amazing on paper (or a web page) it means nothing if the service isn't there to back it up.

I've had clients in the past that ask me why should they stay with us and pay more money when they can go to another provider and get the same thing for half the price. I stress to them that what they are paying for is not just the web hosting account but also service that comes with it. As we move along we have been working not just harder, but also smarter in our approach to handling support issues. Thats why doing things like sending out the surveys and following up with our customers is helping us ensure we are delivering the best service to everyone.

It always cracks me up when people say $10/month is too expensive for webhosting. They're willing to pay that much money for 2 packs of cigarettes that they use each day, or a handful of cappuccino's, but it's too expensive to power their business.

Its a simple argument. My clients can pay $13/month for hosting with HMS. Or they can pay $4 / month for hosting with ( brand X ) and then pay me $50/hr to deal with brand X tech support ( or so they call it )