A Tale of woe from another Zanuc victim:
At the end of July '04, I will have moved the last site from their server to another hosting company.
On with the story...
About mid April 2003, with the limited knowledge of web hosting companies, I selected Zanuc to host the web page I was setting up. They were selected because of the following criteria:
1) 800 phone number
2) Pricing
3) Support promised (accessibility)
4) They are located in North Carolina (I wanted a US company)
I took out the plastic and setup the account. The automated reply contained this information:
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NAMESERVER INFORMATION:
NS1.ZANUC.COM: 216.134.YYY.YYY
NS2.ZANUC.COM: 216.134.YYY.YYY
BILLING & SUPPORT LOGIN:
http://www.zanuc.com/billing/
Username: TOP SECRET
password:XXXXXXXXXXXXXXX
________________________________________________
Please contact us if you have any questions about your account.
Thank you,
Billing Dept.
Zanuc Inc.
1-866-WEB-4040 support@zanuc.com
Date: 2003/04/18
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As this was my first public web site with a hosting company, I entered my personal information for the account, not knowing that my name was used for the directory. I requested that changed via email. They ignored the first email, but responded to the second email. The second email was worded as reply or close this account that was created a few days ago.
They replied and changed the directory name. May 1st, the web page was resolving. The reply email was verbally sparse. I requested more information. Again, two emails and a reply or close the account message to get the information I requested.
Then came this message:
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Date: Tue, 06 May 2003 17:13:52 -0400
From: Support
Subject: Email Server Problems
To: me@home.com
Cc: support@zanuc.com
Dear (Customer),
We experienced problems with our zanuc mail servers that resulted in many dropped emails from May, 1 2003 trough May, 5 2003. This was not a customer effecting issue but we have found that a large number of support emails were dropped. If you had a support question or concern please resend the request so that we may assist you. We appoligize for this inconvience and have fixed the problem.
Thanks you,
Zanuc Support
Generated by ModernBill .:. Client Billing System[4.0.2 Build 7.1 T(S|E)
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I thought, there is the problem, it was fixed, let's move on. I wanted to set up a second web site, and requested information on the process BEFORE I did something incorrectly. I received a reply without having to send a second email. Ah, they did get it fixed. I set up the second web site account. I get an emailed invoice:
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Outstanding Balance:none
You may login to view your invoice(s) online at any time:
http://www.zanuc.com/billing/
Thank you,
Billing Dept.
Zanuc Inc.
Date: 2003/05/13
Generated by ModernBill .:. Client Billing System [4.0.2 Build 7.1
T(S|E)
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Where did the 800 number go??? I tried calling - I think there was an answer machine. That started a "concern" (flag going up). I wasn't having problems with the site at that time.
Later, the email request kept timimg out on the server for the hosted site. That's how I knew to check it out and that something was wrong. But no 800 number - I sent an email. This email was sent back, but not as a reply.
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Date: Wed, 21 May 2003 15:05:30 -0400
From: support
Subject: Ip address change
Dear Custmers,
Due to a server error your ip address has changed to 216.134.XXX.XXX Please use this new address instead of the 216.134.XXX.XXX address
Thank You,
Zanuc Support Team.
Generated by ModernBill .:. Client Billing System[4.0.2 Build 7.1 T(S|E)
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The second account had the directory name "problem" also, but since it was never seen by the public, it didn't matter. After the second request, I get back:
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The account must be deleted to change this information. You will need to re-upload all files. This directory is not seen by any one but you. Do you want us to proceed or is it ok as is?
Thank You,
Zanuc Support Team
support@zanuc.com
www.zanuc.com
1-888-WEB-4040
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Ah! The 800 number is there, but a machine still answers. No more problems arose, so I setup another web site (that's three). Later, the 800 number is now closed down. I couldn't get the site submission option in the control panel for the site, to send information to search engines. I sent an email - reply - they are working on it.
One day, all web sites went down (this was the second time). Emailed support:
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From: "Support"
Subject: RE: Site search submission
Date: Thu, 30 Oct 2003 01:55:31 -0500
You should be able to access it now
Thank You,
Zanuc Support Team
support@zanuc.com
http://www.zanuc.com
-----Original Message-----
From:
Sent: Thursday, October 30, 2003 1:52 AM
To: Support
Subject: RE: Site search submission
I still cannot get into the control panel to update.
XXXXXXXXXXXX web site will not allow checking mail.
A reply would be nice....
At 03:34 AM 10/17/2003 -0400, you wrote:
There was a kernel error around 11:00 EST on the server that you are hosted on. The error has been assessed and your sites have been restored. Sorry for the inconvenience.
Thank You,
Zanuc Support Team
support@zanuc.com
http://www.zanuc.com
-----Original Message-----
Sent: Thursday, October 16, 2003 11:37 PM
To: Support
Subject: RE: Site search submission
I am not able to access the web sites - firstsite.com, secondsite.com and thirdsite.com.
What's up?
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(That's twice the hosting server went down. I had to notify them to get it back up.)
Email was getting some response (not every time), challenges seem to be
resolved, the web sites were staying up, most of the time.
One month prior the one year anniversary, I get an email that requested
me to:
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We just wanted to let you know that firstsite.com will soon expire (on XX/XX/2004). To renew this domain, please click on the following link:
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Following that link and following the instructions would have resulted in additional funds for the domain registration, that Zanuc included in the initial six month subscription, and the following six month subscription.
I had previously sent a few emails about another issue and the response was not there. Soon after that, another email server message error had came out.
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Cc: support@zanuc.com
Dear (Customer),
We experienced problems with our zanuc mail servers that resulted in many dropped emails from ......
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This is getting old, lame, whatever term you use for it.
I sent an email requesting the same rates I was paying to continue having them host the web sites. No reply. Sent another after two days.
No reply.
As the date for closing an account was at hand, I sent an email from home and from the modern billing web page requesting that my account be closed, all prepaid sites continue to be hosted to the end of the prepaid period with no renewal. This request was sent with plenty of time outside that stated in the FAQ section of the web site to close an account. I NEVER received another reply or acknowledgment from them again, no matter how many emails I sent. They are continuing to send me invoices for the sites that have expired subscription. I have sent emails via the Modern Billing system on the web (this is hosted by their server, right?) to update and correct the information - no reply (except for the automated "we received your email") or correcting of the invoicing to date.
They didn't even give the courtesy of a reply. I agree, as a past subscriber, ZANUC SUCKS!!!!
1) Consistent disregard for the customer
2) Servers that apparently cannot deliver email or webmail to support
3) Server that fail, and you have to notify them that the server is down and needs attention.
YOU HAVE BEEN EDUCATED!!!!!
What I want:
I want the invoicing to stop, as requested on several occasions, and close the account as requested on several occasions. Click the mouse!!!
Robert