An unknown number of Bluehost servers went down yesterday, April 16th, at 1pm central time. This may have been limited to their Dedicated (which I own) and virtual private servers (VPS) but that’s unknown too. It’s also unknown what caused it, even approximately when it will be fixed, or other pretty basic items a paying customer wants to know when a service is failing.
In this post I will tell you about two fails Bluehost made: them communicating to customers about the outage and what caused the outage in the first place.
BLUEHOST COMMUNICATION FAIL
Outages do occur at webhosts…they just do. But why so many unknowns and a clear reluctance to be transparent? Because Bluehost has failed dramatically at THE MOST BASIC customer relations item: communicating with customers about why something isn’t working as promised. Rather than have a status page at Bluehost.com that either has status updates on it or embeds their Twitter and Facebook feeds, they ask people to follow them “and check our Twitter feed and Facebook page for updates.” How incredibly bush-league.
For hours and hours and hours they have been telling people essentially, “I dunno” which is unacceptable. Not only is this impacting an untold number of people (the tweets are numerous) this is a PR disaster and customers will undoubtedly flee. Especially those who have clients on Bluehost due to their recommendation, one that now makes those recommenders look like a bunch of clueless imbeciles.
I’ve also been evangelizing Bluehost’s new Dedicated server offering since it has been very fast and their Level III tech support access the best I’ve ever had with any host I’ve ever used. Several of my clients have purchased Dedicated servers (and yes, ALL of them pinged me about where they should go next because they are absolutely getting off Bluehost!).
Will I continue to evangelize? Nope. I might have cut Bluehost some slack IF they had been communicative. I may continue to evangelize IF Bluehost provides recompense for my server downtime and IF they provide a plan on how NOT to repeat a fiasco like this in the future. If they say or do nothing I’ll take my business and that of my clients elsewhere.
But here is what caused the outage.