Hello Alexandros,
Thank you for taking the time to review us and apologies that you've had such a poor experience, it is NOT the norm. Firstly, I’d like to apologise for the significant delay in responding to your review, we do not regularly check reviews through HostAdvice, as it is rare for any clients to review us on hostadvice.
We can see that you where formerly a free hosting client. Unfortunately, due to the recently announced cPanel price increases, we were unable to continue servicing free customers. Once we where aware of this, we immediately began notifying customers by email, through social media and via press releases.
The following emails where sent on the dates listed to all clients that had provided contact emails within cPanel:
08/03/2019 - FINAL NOTICE: Your account will be closed in less than 48 hours!
07/31/2019 - URGENT: Your account will be closed in 5 Days!
07/22/2019 - Your account will be closed in 14 Days!
07/07/2019 - Your account will be closed in 28 days!
As you can see from the emails above, a total of 4 email reminders where provided throughout the 28 day closure period. However, you appear to have not received these email reminders. Unfortunately, despite our best efforts and contacting mailchimp and gmail regarding this issue, we have being unable to identify the reason these email reminders did not reach your inbox.
We did receive and acknowledge your support ticket, where you requested a copy of the email headers in the emails we sent. Unfortunately, we where unable to provide these as emails where sent through mailchimps mail server, and we don’t have access to individual email records to that level.
Further to this, we received an additional request for data access, which are management team promptly responded to. Unfortunately, you made this data request a number of days after your account was removed from our server and we did not have sufficient resources to continually store client data. Additionally, we where still under the expectation that you had received the reminder emails before this point and collected your own backup through the provided cPanel backup options.
Further to this, our terms of service indicated that we would do not routinely backup client accounts, a term which you ageeed to when you signed up to our service:
You understand that you will remain solely responsible for taking backups of your account. We do not guarantee that any self-generated backups will be error free, and customers are responsible for making sure their backups contain all the files they require. Furthermore, you are not permitted to store any self-created backups wether created manually or through the backup utility on our server for more than 72 hours. VimlyHost and it’s partners will not and can not be held liable, if the failure of a backup causes you direct, or indirect financial loses.
You can locate this under the ‘Quality Of Service Statement’ subsection in our terms of service policy.
We do apologise that you were not satisfied with the closure of our free hosting services, however we believed at the time we made reasonably attempts to notify clients of the impending closure.
If you wish, you can read a copy of the email you should have received at https://clients.vimlyhost.net/news/closure-of-free-hosting-accounts.
If you wouldn’t mind emailing Kieran@VimlyHost.net or scheduling a phone call, I’d be happy to discuss this case further and reach an amicable resolution.
Additionally, if you do decide to give us another try, I’d be happy to offer you 30 days of free service or 40% Off your first invoice.
Best Regards,
Kieran Cairns
Director of VimlyHost Web Services
