I’ve been maintaining and designing websites since I was around 12, so that’s 20 years now for me. In those many, many years I’ve been on several different hosts (free, subdomains, my own domains, etc) and because of that I’ve had both good and bad experiences … but today I’m here to tell you about that bad. About 7 years ago the host my website was with was shutting down and sold all their clients to another host or we could move ourselves somewhere. I decided to find a host and per recommendations from friends I went with Surpass. The pricing was pretty similar to what I was already paying and they even offered to transfer all of my websites over so I didn’t have to.
I didn’t have too many issues with Surpass over the years. In the beginning there were hit or miss situations with communication in tickets, but beyond that the service was pretty good. I even recommended their service constantly to others. Until recently.
At the end of July I received an email stating that on October 1st my monthly bill would be going from $7 to $15 a month. Here’s some of what they said in their email:
We want to let you know that as a part of this change, you will soon notice a difference in the cost of your legacy hosting plan(s). Over the years we have opted out of raising pricing for our legacy accounts, yet we continued improving our infrastructure and support resources in order to provide the premium level of services that our clients have always expected. At this time, a change in pricing is necessary to reflect this growth and continue the premium level of service and support that you not only expect, but deserve.
Starting October 1st, 2018 your legacy shared hosting package(s) will be adjusted to $15/month if you pay monthly or $165.00/yr if paying yearly (which equates to $13.75/month). Any packages that are already priced above these rates will not change. Pricing changes will go into effect on your first renewal date after October 1st, 2018. If you’ve paid yearly, then you will not see any change in price until your next renewal date.
I was annoyed, but I get it. My service had remained the same price for 7 years, but to me that same service was worth going a little over double in price ($7 a month to $15) especially what felt like all at once. I would have been fine if over the years the price increased a dollar here or two dollars here, etc but not going up $8 right away. For me it wasn’t about the cost of it (I have the funds for it after all), but about how they handled it. I felt caught off guard, as did their other customers.
So because of that, I decided to look into other hosting options to see if I could find something close to what I had already. And boy was I shocked. I found DOZENS and DOZENS of hosting services with great reviews, more space, lower cost, better services and all of the bells and whistles for LESS than the $7 I was previously paying. So I reached out to one of them to ask questions about their services and immediately received an answer. I was impressed. You see, I’ve been registering my domains through Namecheap since my previous host sold myself and other clients but I never looked into their hosting, but boy did I wish I looked into their hosting 7 years ago.
After I was satisfied with their services and chatting with Namecheap I reached out to my current host to let them know I’d be leaving. I spoke to them before and about being disappointed with the price change and they didn’t seem to care, so for me that sealed the deal with leaving but boy did their response to my request to shut down my hosting service really prove to me that I was correct in leaving Surpass, and why you should to. When I left Surpass they had this form you fill out letting them know why, where you were going to, etc etc and they responded. Oh boy did they respond. Here’s the response they sent via a screenshot and with the full text quoted below (and my key points bolded).
Thank you for taking the time to reach out with your feedback as we always want to ensure we’re doing all we can to see these matters from the perspectives of our long-time clients. As time has gone on since we began our partnership with you in 2011, we’ve continued to provide enterprise level hardware/software configurations for all of our shared clients, while offering premium 24/7 in-house support with all that is included under our managed policies [Our managed policies are outlined here: linkremoved] which other shared hosts, especially budget shared hosts such as NameCheap, cannot come close to matching. In order to maintain our level of support and infrastructure for all shared clients, this new price floor was necessary to accommodate the mounting costs of modern enterprise infrastructure & support. In looking at all that is offered with having in-house support and a company that actually owns & operates its own data center facilities, combined with the hosting infrastructure we provide, this price-floor was warranted in order to continue providing the most competitive possible shared hosting environment (many of our competitors cannot match our support or infrastructure at double/triple the new price-floor we are offering as they are simply out-sourcing their data center, support, or other hosting needs). NameCheap for example is known to provide very mediocre, delayed support, as well as placing a number of overlapping resource limits on their shared accounts in order to trigger the necessity for upgrades for smaller hosting accounts. Additionally they do not even specialize in hosting or providing infrastructure [they started as strictly a registrar until a few years back], and this shows in reading reviews on WHT and other sites where many complain of their resource limits, customer service, and the limitations of their managed support.
Starting September 1st, 2018 all legacy shared package(s) will be adjusted to our new price-floor and after reviewing this with my management again for you, unfortunately we will not be able to adjust this policy on a case-by-case basis. Should you wish to proceed and test the waters with NameCheap, that is understandable and I will be schedule this cancellation for you, however if there is anything further we could be doing in order to retain your longtime partnership please do not hesitate to reach out.
I hope you’re having a great day Veronica!
I personally have been working in customer service for over 20 years. I would NEVER bad mouth another company just to get a client to stay. For me, that does not work. Bad mouthing another company is what will get me to NOT use your services. Ever. It’s cheap and your services should speak for themselves. Here’s what I sent them back:
This response has reassured me that I am correct in my decision in leaving Surpass after 7 years of loyal service with the company. Smearing another company isn’t going to keep your clients, and it just makes you look shady. I’ve been with Namecheap far longer than I have been with Surpass and I’ve never had an issue, in fact they’ve actually been responding to my tickets and questions far more quickly than Surpass ever has. If I knew the move to their server would have been this easy and quick with their team assisting me, I would have done it years ago. Especially when your team has taken days to respond, sadly Surpass isn’t what it used to be when I first originally signed up so I thank you for overcharging your services because it gave me the push to move my business elsewhere.
I want to proceed with cancelling my services with Surpass.
They responded back with some generic bullshit. I will also say, that I have been with Namecheap since then and they are AMAZING. They moved all of my websites over to their new server and they’ve responded so quickly to any request I have had. I am thankful for Surpass shooting themselves in the foot with their clients, because I am so happy with where I am now. Their price will be increasing next month and if you’re considering going to another host, DO IT. Get out while you can because it increases again. I personally have the Namecheap Stellar Plus shared hosting plan which is $4.88 a month. A MONTH. I ended up paying for an entire year. This post is not sponsored and my opinion, but if you do decide to check out Namecheap (for anything) please use my referral link as I’ll earn a little commission from it. Feel free to also comment on this post with any hosting recommendations you may have for those still trying to leave Surpass Hosting, or any other host.
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