Category Archives: Customer Relationship Management

iPower – the worst hosting company I have ever seen

Having to blog for such ridiculous situation in the light of Christmas is not an easy task to do, but I have to.

One thing seems clear to me today iPower, Inc, is rapidly heading towards the “deadpool” and is on its way to totally disintegrate itself as a hosting company.

We were part of a highly promising start-up company that had the bad luck to be hosted on a dedicated server with the iPower company. Last week the server went down and all of our attempts to have a knowledgeable customer rep on the phone, email or chat to get our problem resolved or at least being told what the problem is have completely failed. The project was very important site (everyone’s site is important) and we were in initial talks with potential investors when the disaster struck us and our nightmares begun.

Simply put, this company has the worst customer service department and approach towards its clients we have ever experienced in our business practice and we can claim we have a vast business experience, more than 20 years in the IT sector and more than 10 years over Internet.

Their live chat support is outsourced with liveperson and the representatives there are absolutely unaware of what we were talking about, copying and pasting pre-made questions and answers and when you ask them concrete questions there are replying with no concrete details and you end up spending an hour or two without any luck to get your issue resolved.

Calling on their customer service telephone is yet another tragedy – normally you end up waiting for at least 50 minutes on the phone until somebody answers on the line. Things are here even worse. First off they ask for your domain name and you are feeling hopeful something will help you out now. After you tell them your domain name and after waiting for 5 minutes more, they are coming back telling you that your domain name is not registered with their system but with GoDaddy (in our case it is true) and they cannot do anything more to help. One second before you freak out, you just calm down and try to explain them that you are on dedicated server there and the domain name is not of particular interest to you. The guy then asks you for your user name and password for their platform; surprise you do not have such ones. You then try to explain that you never had user name or password because you had never used their platform and you had never been given with such a chance to do so. Once you insist further that you are talking about dedicated server and you can provide them with the IP address the customer rep is then saying just OK, give it to me. Fine, we think this time we are on the right direction but not really as it turns out. After yet another 5 minutes waiting on the line the customer rep is returning with surprising news, we did not find your server. While the rep is trying to get rid of us, we are desperately trying to ask what the problem is anyway and how that is possible our server is not found. We are then asked for the last 4 digits of the primary account holder’s credit card and once provided with the rep went off line again for yet another 5 minutes. Upon his return he further asked for our full names and other personal details and when we have in return asked for his surname the customer rep refused to give it to us. He simply asked why and when we have politely explained that we might want to speak with his supervisor he just said he is busy. Anyway we gave up on further chasing the poor guy and start begging him to do something and help us out, we have recommended he reboots our server. His respond to our request something to be done was yet another shocking statement from iPower: it is not his job and he is not rebooting servers. Realizing that we go no where with this guy on the phone we have simply given up and hanged up.

A few days later and after having tried pretty much everything to contact them again and have our issue resolved we are again landing on a customer rep on the phone. After all standard and time wasting questions the tech rep is stating our server is working and everything seems normally according him. Great you may think but you are wrong our server is still down and after telling this guy that we were not able to ping the server he just replied that our office must be behind firewall and that’s our problem, we cannot access our server otherwise it is working fine. While putting efforts to calm down and not go against this guy over the phone we tried to calmly explain him that a web based ping server is reporting that the packages are lost at 100% being tried from 10 different locations from all over the world and our office firewall is our last problem in this moment. The guy then just replied OK, I will open a new ticket for you and when being asked how long it would take for our server to get back to normal he simply put it As Soon As Possible and said he cannot help us anymore.

One day later our server is still down and unreachable. At the end of the day we are seeing a new email from iPower staying that our server has been worked out and should be up and running within 45 minutes. What a happiness for us, we were thinking, almost ready to leave for Christmas with everything settled well down. Well, wishful thinking, 5 hours later our server hence our site is still down.

We have also realized yet another fact that you always speak with different names at their customer service department and when the next time you call them up and want to speak with the same person for the sake of better understanding and skip all the identification questions and the usual crap, the guy you presently speak with is telling you that the person from your previous phone call is not remembering you.

7 days later our server is still down, unreachable, the site is inaccessible and our business is totally harmed, just before the end of the year. Well we admit that technology issues, problems and difficulties are happening all the way, including to RackSpace most recently (great customer support btw). What made us pissed off is the lack of normal customer support to explain what the problem after all is and the way their customer reps were treating their customers being sarcastic, ironic and very impolite in particular moments.

Their support section is filled with erroneous instructions. There are normally 100+ people in line at chat support and at least 1 hour wait by phone. Customer support is virtually non-existent after they make a mess out of your website.

No emails were ever replied and returned to us.

Having a quick research conducted over Internet we find out the shocking reality, we are not alone. It turns out a countless people are furious over iPower and lots of businesses are affected. A number of law suits are promised to be put up against the Arizona company and even a class action lawsuit against IPowerWeb is in preparation.

In another site iPowerWeb and iPower currently has 214 user reviews: 30 positive and 184 negative. So far 14% of the reviews submitted have said they would recommend iPowerWeb and iPower. The reviews go as far as 5 years back in the time as the most recent years and most there are no recommendations at all. It indicates the company is worsening as it grows older.

Yet another group of unhappy customers are doing campaign calling for a boycott by potential new customers of IPowerWeb has been initiated and as well as an organized effort to commence an class action lawsuit against IPowerWeb for business interruptions and monetary losses incurred as a result of IPower’s mandated “transition” to new servers and “hosting platform”.

The ultimate goal is to initiate a class action lawsuit against iPower to recover losses caused by their mandated “transition” and to force them to offer options including remaining on the “old platform” if customer so wishes; and to initiate a boycott against iPower to discourage new customers from contracting with them as a web host.

There have been horrendous and ongoing problems with iPower and their “changeover” to a new “platform”.

“There are no options”, the customer is told. You either allow them to transfer your website and business for you or you pay someone to do it if you can’t do it yourself and brace yourself for multiple and ongoing headaches.

There are nightmare stories of people who have lost their businesses and their income because of iPower, because their website no longer functions and customer support at iPower is virtually non-existent and non-responsive after they “move” your website and business to their new “platform”.

Ultimatum is to initiate class action lawsuit against IPower to recover losses and force changes in customer support/options.

Law firms who are interested in representing IPower/Endurance International customers in a class action lawsuit for business losses and disruption of business are asked to contact

Just like it is not enough for the iPower to have the worst customer service on Web but it seems they are involved into hosting a countless number of sites that direct visitors to nasty drive-by installations.

The company’s CEO said in an email the problem has been fixed, but as of blog post time we were still able to identify iPower-hosted sites that were redirecting to malicious servers.

In May, iPower came to the attention of researchers at, who found more than 10,000 compromised websites were being hosted by the Phoenix-based company.

Later the same week, iPower CEO Thomas Gorny said less than 1 percent of the sites his company hosts were compromised. With company claims of at least 700,000 customers, that would translate to 7,000.

I remember a friend of mine had a bad experience with his email account of a web site he had hosted with iPower and his server’s IP address was listed on due to bad neighborhood and because of the practice iPower relies on for ongoing emails. Spamhaus tracks the Internet’s Spammers, Spam Gangs and Spam Services, provides dependable realtime anti-spam protection for Internet networks, and works with Law Enforcement to identify and pursue spammers worldwide. On his attempts to resolve the issue with iPower and expose the spammers no body from the Arizona company was responsive and helpful. They later moved out from iPower.

About iPower Inc.

iPower, Inc., founded in October 2001, provides web hosting and web services for small- and medium-sized businesses worldwide looking to build, manage, promote and profit from an online presence. The company, which offers domain registration, web site hosting, e-commerce tools, merchant services, application hosting, online marketing, site optimization services, and web site design, is also famous for the speed and effectiveness of its customer support.

The company’s address:

iPower, Inc.
919 East Jefferson
Phoenix, Arizona
United States
Phone: +1.3103141610
Sales Number:  888-511-4678 
Support Number:  888-511-4678

Founder and CEO of the company is Thomas Gorny (in the middle on the picture) and the company is based in Arizona, US. Thomas Gorny spent the first 14 years of his life in Poland. A move to Germany found him attending a prestigious business college and running his own PC hardware business. Then, two months before graduation, he dropped out and sold his business for very little money to seize an opportunity to immigrate to America. The risk paid off not once, but twice.

Gorny joined one of the very first web hosting companies in 1996 and earned 20 percent ownership. The company was sold in 1998, and when Gorny left in 1999, he was in the money. “I never thought I’d go back to web hosting,” he says. So he jumped into marketing and real estate, but when the bubble burst in 2001, his stocks dropped and his real estate projects suffered. “I just got involved with the wrong people in business,” says Gorny, who lost everything.

“Being on an investor visa, I couldn’t even go to work for somebody because I didn’t have a work permit,” Gorny says. After re-examining the hosting market, he realized there was room for a company offering web hosting and site building for nontechnical users. Armed with his American Express card, Gorny willed iPower into existence in late 2001. “I said to myself, ‘If we can acquire 10 customers a day, I’m going to be in heaven.’” The company garnered 60,000 customers in its first year. Now with more than 500,000, iPower recently moved its headquarters from Santa Monica, California, to Phoenix.

Maggie Kinsley is the company’s Director of Human Resources for iPower.

Just our 2 cents: Thomas Gorny must put every effort to improve his company’s customer service if he wants to stay in the business simply ASAP. Unless this happens, Gorny might be the first to witness how, from business having more than 500,000 clients today, iPower melts down to 10 clients as quick as it has grown, so does his American dream.

For anyone who wants to see iPower’s record with the BBB, go to the Phoenix BBB site below and search for “IPower”.

Phoenix Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585
Phone: (602)264-1721
Fax: (602)263-0997

After all there is only one simple conclusion left. We are strongly recommending anybody out there stop using or never start using iPower for mission-critical projects if you do care of your own business. Another piece of advice from us would be for you to choose Web Host That Values Their Customers, Not iPower. Good hosting companies, based on our personal experience, are both RackSpace and Dreamhost.

Our simple appeal is avoid relying on and using iPower in Arizona, US.


In the day of this post our server was still down.

More takes $25 million from Bay Partners & Bessemer Venture Partners

Bay Partners and Bessemer Venture Partners have teamed up with Salesforce to invest $25 million in businesses building on the recently announced application platform over the next three years. Investments will be around $500,000 each where some convertible notes are also included. Investments may go as high as $2 million depending on the company’s stage and needs. is owned by, is presented and offered as platform as a service (PaaS). is the world’s first Platform as a Service (PaaS), enabling developers to create and deliver any kind of business application, entirely on-demand and without software. It’s a breakthrough new concept that is making companies radically more successful by letting them translate their ideas into deployed applications in record time.

With Salesforce is planning to enter the custom software market. It is a new platform that will allow developers to create database driven applications and deploy them as services. So if Salesforce doesn’t offer what you are looking for, and no one has built it for you on Salesforce’s AppExchange, you can simply build it yourself using the Apex framework.

Basically there is a number of rival start-ups that are focused on offering users easy way to create and deploy database driven applications – DabbleDB, Zoho Creator, Rollbase (from former Taleo executives), LongJump, Coghead  and WyaWorks, among others. Unlike some experts predicting that this is sort of game ending for some of the start-ups above, we think this is just a step towards improving the custom software market’s environment and competitiveness among the players from which the end users would only benefit from. Also, some of the smaller companies within the sector are cost-effective and are positioned towards different market niches by targeting different customers when compared to the To me it looks more like a beginning of the game.

Many experts in enterprise SaaS right now know that ultra-configurable platforms such as are the envy of the industry for many reasons. Suffice it so say they enable extremely rapid expansion of the core and beyond into adjacent market segments as well as completely new markets – even long-tail micro-markets driven and executed entirely by end-users.

Bottom line is that users are being given more and more power to develop their own on-demand apps. This is a mega-trend in enterprise software and all significant players will need a strategy to deal with it. Users are becoming much more empowered to design, build, deploy and even distribute their own custom business apps without even knowing how to program.

Highly configurable do-it-yourself SaaS for business users is the future of software and is a fantastic example of where things are headed. Just about every enterprise software company, especially those targeting SMBs, will want to be running on their own version of this kind of platform over the next several years in order to compete.

Again, this is by no means a game-ending proposition for any of the companies working in this space. Oppositely, some great strategic acquisitions will emerge here as enterprise software companies figure out how to deal with this phenomenon. Multi-tenant, meta-data-driven, configurable SaaS is difficult stuff to build right. The startups that can and are doing a good job now will command a premium in the near future.

On the other hand has always been seen and known as an aggressive company. is the worldwide leader in on-demand customer relationship management (CRM) services. More companies trust their vital customer and sales data to than any other on-demand CRM company in the world.
Why? Perhaps it’s because we deliver integrated, completely customizable enterprise applications for companies of all sizes. Or maybe it’s because Salesforce is so easy to learn and use, and thanks to the power of the on-demand platform, it can be up and running in weeks or days—not the months or years required by traditional client/server CRM software. Or it could be the unprecedented speed with which our customers see real, tangible ROI. Or maybe it’s because of our 100-percent dedication to the success of our customers.

In fact, more than 35,500 companies worldwide depend on Salesforce to manage their sales, marketing, customer service, and other critical business functions. We are proud to be contributing to the success of companies of all sizes, in all industries, around the globe including:

  • Corporate Express
  • Daiwa Securities
  • Expedia Corporate Travel
  • Dow Jones Newswires
  • SunTrust Banks
  • Kaiser Permanente was founded in 1999 by former Oracle executive Marc Benioff, who pioneered the concept of delivering enterprise applications via a simple Web site. is constantly building on that legacy by improving and expanding our award-winning suite of on-demand applications, our platform for extending Salesforce, and our one-of-a-kind AppExchange directory of on-demand applications. has received considerable recognition in the industry, including:

  • Technology of the Year (InfoWorld, 2004, 2005, 2006)
  • Editors’ Choice Award (PC Magazine, 2002, 2003, 2004)
  • Visionary Award (SDForum, 2004)
  • Best of the Web (Forbes, 2003)
  • CRM Excellence Award (Customer Inter@ction Solutions, 2003, 2004, 2005, 2006)
  • Top 100 Innovators Award (BusinessWeek, 2006)
  • Innovation Award (AMR Research, 2005)
  • CODIE Award for Best CRM (2002, 2003, 2004, 2005, 2006)

The growing list of global business partners dedicated to providing complementary products and services to customers includes IBM, Microsoft, BEA Systems, Sun, TIBCO, PricewaterhouseCoopers, Miller Heiman, and dozens more.

It is believed that the partnership will provide Bay and Bessemer early leads to new companies and Saleforce’s assistance during due dillegence.

Bay Partners have already invested in many Appexchange integrated companies (Xactly, Eloqua, Cornerstone, eProject) and are looking to get in earlier this time around. Notably, Bay Partners has also invested in Facebook’s platform by putting aside funds for 50 investments. So far they’ve closed three, as far as we know.

The investment program has been underway over the past couple of months. Bay has been looking at 12 deals and already committed to one. The deals are judged on a case by case basis.

The venture program is being led by Neil Sadaranganey and Salil Deshpande from Bay Partners and Byron Deeter from Bessemer Venture Partners. is one of the first web based companies to go against the practice to sell software as a product. Instead, they do believe that the software is best to be offered as a service – Software as a Service or so called SaaS. Marc Benioff is’s Chairman & CEO. 

The company is publicly traded on NYSE.

After Hours: 56.73 0.00 (0.00%) on 11/30/07
Last Trade: 56.73
Trade Time: 4:02PM ET
Change:  1.47 (2.66%)
Prev Close: 55.26
Open: 55.62
Bid: N/A
Ask: N/A
1y Target Est: 59.36
Day’s Range: 55.29 – 57.73
52wk Range: 35.55 – 58.00
Volume: 3,314,902
Avg Vol (3m): 1,694,100
Market Cap: 6.70B
P/E (ttm): 630.33
EPS (ttm): 0.09
Div & Yield: N/A (N/A)

The company’s current market capitalization is more than $6 Billion. Larry Ellison is one of the early investors in Salesforce. 
Ok, when people speak for SaaS (Software as a Service), we should take into consideration the following aspects, as some SaaS entrepreneurs are pointing out.

1. Enterprise Software companies which have not yet switched to SaaS are feeling the pressure and in many cases this is already affecting their bottom lines.

2. In order to adopt a SaaS strategy a quick way to do this is to partner with SaaS and build on the platform, but this is not an end-game strategy, it is a stop-gap measure. Ultimately Salesforce will want to own all major categories, Benioff (’s Chairman & CEO) wants to build the next SAP/Oracle/PeopleSoft on – demand and why wouldn’t he? However, this causes a fundamental conflict with a partner who would ever consider their primary platform.

3. It is hard to believe that other enterprise software companies out there are going to bow down to, give up, and hand over the keys to Benioff. Every enterprise software company will need a strategy to compete with this kind of platform and allow their own applications to be customized, expanded, and even new apps created in an ecosystem, in order to remain competitive. And there is much more of a business case for a successful stand-alone enterprise software company to build or buy to get there versus give up and run on There could also be a number of consolidations within the sector of some of the smaller players. is a fantastic platform, but it represents a very new very big change that is happening in enterprise software today. It represents an incremental shift in power to end-users in terms of their ability to customize and build applications specific to their business needs. It is the intersection of the do-it-yourself web with enterprise software (e.g. YouTube ==> YouSoft). To say that has and will continue to have a monopoly on this sector is short-sighted.

Some of the’s latest press releases, news and announcements: CEO Marc Benioff Named 2007 Agenda Setter and Top Ten Business Leader for Championing Software-as-a-Service ( CEO Marc Benioff Named 2007 Agenda Setter and Top Ten ( CEO Marc Benioff Named 2007 Agenda Setter and Top Ten Business Leader for Championing Software-as-a-Service ( Executive Vice President of Products and Marketing to Present at the Credit Suisse Technology Conference

Toyota Motor Europe Standardizes on Salesforce across Europe (


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