Well, it has been a while since I have had a post like this. I believe it might have been Home Depot. I considered changing the name of the company, but decided against it. The reason? Everything I am going to say here is true. I won’t call names. I won’t make idle threats. Just the facts. And it will be damning enough all on its own.
Aplus.net was chosen to host the website and email for my family’s business around 2001 or 2002. I didn’t work at the company at the time, but I set it up. I had read about APlus.net on websites like CNet and the prices were slightly inflated, but it seemed reputable from what I could tell. Even today, APlus.net is well represented on CNet as the #1 provider on the list of most popular web hosts. I have no idea what criteria they use for those rankings, but whatever.
I signed up for the professional plan with APlus.net. At the time, I think that included unlimited email addresses and a modest space limitation of 250 megs. I am not sure what the transfer limits are. Anyway, at the time, I remember thinking it was pretty competitive and I hoped the uptime would be good.
The uptime was good. And the account really worked out pretty well for a while. It was no frills, but it fit our purposes. Then, as we started getting bigger and having bigger needs in terms of space I started looking back into the hosting company. I had finally joined the family business so I thought it would be good to check into it anyway as the resident geek. What I found was that we were still paying $20 per month. We still had the same now antiquated limits of 250 mb hosted space. That couldn’t possibly be right!
I went to Aplus.net’s homepage to see a current pricing plan called Professional, which our plan was also called, that gave its users 250 GIGABYTES of storage. 1000 times as much as we were being afforded. The real kicker? That brand new plan is listed at $14.96 per month! Now, that price isn’t exactly a bargain by today’s standards, but consider we were paying MORE MONEY for ONE THOUSAND TIMES LESS IN SERVICE. That couldn’t even be possible, I thought.
I got on the phone to APlus.net and told them my situation and what I was thinking. First of all, I told them that I thought it was nearly criminal to not upgrade their standard plans as the service had grown. The fact that they could have me locked into some antiquated plan that I wouldn’t even be able to buy today from them if I wanted, is offensive. So, I told the lady on the phone that I wanted to “Upgrade” so that I could SPEND LESS MONEY. How do I go about doing that?
I was then told that in order to “Upgrade” to a new package, I needed to back up all my files, and copy down all my email address info so I could manually enter and upload it to the new server. You see, the new packages are on completely different servers, and subsequently, APlus.net can’t just “physically” move my account to a new plan.
Now, I started getting sarcastic and nasty.
Craig: ”Of course you can’t “PHYSICALLY” move my account to a new server. It is data. Why don’t you COPY it to a new server, get me set up and stop ripping me off for $20 per month?”
APlus.net: “We just don’t operate like that.”
Craig: “Well, then please just give me the “Personal” plan that I see on the front page of your website and I won’t move my account at all. I will agree to keep working with 250 megs hosted for the time being while I get ready to switch. I am clearly not getting the level of service you describe in your current “Professional” plans, so I want to pay $5.95 per month like the “Personal” customers.”
APlus.net: “Sir we don’t do that. You are a legacy customer on a legacy pla”
Craig: (Getting enraged.) “And this is how you treat your “legacy” customers? You rip them off by making them pay more than modern prices for antiquated plans?”
Aplus.net: ”Well, sir I suggest you sign up for the new plan and move your data to one of our new servers. I can’t just put you on the Personal Plan.”
Craig: ”I would, except that you have no migration plan to get me there that doesn’t require me to do all the work. I think you must be the only hosting company in the world that does business this way. I have experiences with other companies and have never dealt with anything like this. Most hosting companies upgrade your plan automatically as they modernize and change the plan details.”
Aplus.net: “Well, sir, I am sorry you are not happy. Think of it as you are buying a new car…”
Craig: (Interrupting) “This is NOTHING like buying a new car. That is a physical asset that I can have possession of. This is more like Cable TV. And when they upgrade Basic Cable to include 5 extra channels, everyone gets those 5 extra channels too.”
Aplus.net: ”Well, I don’t know what cable company you have but mine doesn’t work like that.”
Craig: (Enraged IE hands shaking) “Yes it does. That isn’t true. What cable company do you have?”
Aplust.net: “That is irrelevant to the conversation.”
Craig: ”So is a new car analogy.”
APlus.net: ”Well, sir let’s get back on track. How about if I credit you the next two months to give you time to set up your new hosting plan?”
At that point, I begrudgingly accepted the offer. They are probably aware that I am going to find a new hosting company. One that doesn’t build “ripping customers off” into their business plan. I will not continue doing any business with APlus.net. That’s for sure. I have Dreamhost right now and I have been pretty satisfied with them so far. I also know that they are super attentive, communicative and would help me in a nanosecond if I needed to move my stuff to a new server. In fact, they did a data migration this year to some new servers. They moved all my stuff over and other than a couple little glitches after it was moved, I was fine. They also fixed my two little glitches within a day.
But by all means, stay away from APlus.net. A few years down the road, you could be paying the internet equivalent of $1000 per month for 5 cable channels.