As we reported here on these forums last month, our accounts at MCHost were inexplicably suspended on 21 July 2003. Repeated attempts at contact were ignored, until posting here, then Marc, amid pressure from the courts of public opinion opened a dialog with us.

After reading Marc's canned repsonses to so many of his disgruntled customers, I find it amazing that the same rhetoric is repeated spewed regarding the irresponsible customer. Interesting that Marc even took down the customer forums that were on his own site. Those forums were only available to his clients, yet he even silenced those amongst his own ranks.

Our websites were down for 36 hours with no explanation whatsoever. As the dialog below confirms.

This text below is the running communication (or lack thereof) via MCHost's help desk over a series of several help-desk tickets, as evidenced by the day/date/ticket # stamps included here.

[quote]Home > Ticket List > Ticket Status: KBD-67157 20 Aug 2003

Ticket Details

Last Update: 22 Jul 2003 03:36 AM
Last Replier: Marc Wyss
Status: Closed
Department: Billing Issues
Created On: 22 Jul 2003 01:27 AM

'Billing Issues'



Author Contents
Marshall Stanton



Posted on 22 Jul 2003 01:27 AM

--------------------------------------------------------------------------------
I've been requested to submit my credit card billing information, but at present, I am currently being billed by PaySystems.com, and my last billing cycle was charged to my account 07 July 03. You already have current billing information for this account, and any change in billing status must be specifically authorized by myself.

Please recheck your records, and immediately reinstitute my account.

Thank you for your immediate attention to this matter.

Marshall Stanton
BeartoothWeb.com
208-437-1865


Marc Wyss



Posted on 22 Jul 2003 03:36 AM

--------------------------------------------------------------------------------
We have changed processing systems months ago and you are still being billed by our old system. We need to move all clients to the new system asap, the previous 2 month charges have been refunded to you by PaySystems. Please let us know your updated card information, including card number, expiration date and cvv2 through a support ticket. The database is 128bit encrypted and we will then manually update it for you.





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Home > Ticket List > Ticket Status: GIK-42686 20 Aug 2003

Ticket Details

Last Update: 22 Jul 2003 03:41 AM
Last Replier: Marc Wyss
Status: Closed
Department: Billing Issues
Created On: 22 Jul 2003 02:35 AM

Billing Isssues/Uptime?



Author Contents
Marshall Stanton



Posted on 22 Jul 2003 02:35 AM

--------------------------------------------------------------------------------
Thank you for finally getting us access to the help desk and other customer support features! Too thanks for getting BeartoothWeb.com back up and running.

Now, how about letting me know what's happening with our other package with Exbabylon.com. It's imperative that this account be once again activated immediately. Although it is late, this account needs to be online ASAP, if there are issues to be dealt with with this account please contact us, but by all means, get this domain active.... there are several hosted domains on this package that are both time and mission critical and have been down now for at least 24 hours without even knowing why.

Thank you for your time and consideration in this matter.

Marshall Stanton
Alex Stanton
BeartoothWeb.com
Exbabylon.com
208-437-1865
509-617-0439


Marc Wyss



Posted on 22 Jul 2003 03:41 AM

--------------------------------------------------------------------------------
Please see your other ticket, since the billing staff is out until the morning i'll sort out the issue for you myself.





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Home > Ticket List > Ticket Status: XQW-45140 20 Aug 2003

Ticket Details

Last Update: 22 Jul 2003 05:44 PM
Last Replier: Marshall Stanton
Status: Closed
Department: Server Down
Created On: 22 Jul 2003 02:29 PM

Mail Server/Website DOWN



Author Contents
Marshall Stanton



Posted on 22 Jul 2003 02:29 PM

--------------------------------------------------------------------------------
Marc,

This is Alex Stanton, son of Marshall Stanton, and owner of Exbabylon. My account, Exbabylon.com and all my clients' domains have been down for over 36 hours now without any explanation or reason.

You can call or email me to discuss the issues as to why my account was shutdown and all of my business clients not only stopped receiving email but also are losing revenue by the hour due to this. I, much like my father, am a patient man, however, when the lifeblood of my clients is on the line, that patience wears thin. I would hope to see resolution to this issue before civil remedies become nessicary.

Thanks for your time and fast response to this issue. I would hope to see my domains online, with at least the ability to accept, send, and receive email within the next hour. After such time I would hope for an explanation as to the reasoning behind not only my own account being termintated, but also the termination of my father's.

Regards, and awaiting your reply,

Alex Stanton
Exbabylon
alex@surf1.ws
509.671.0439


Marshall Stanton



Posted on 22 Jul 2003 05:44 PM

--------------------------------------------------------------------------------
Looks like you got things online!! Thank you, let me know what needs to be done from here.





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Home > Ticket List > Ticket Status: YHX-69161 20 Aug 2003

Ticket Details

Last Update: 23 Jul 2003 09:28 PM
Last Replier: Marc Wyss
Status: Closed
Department: Billing Issues
Created On: 22 Jul 2003 10:31 AM

Billing Issues/CC Info



Author Contents
Marshall Stanton



Posted on 22 Jul 2003 10:31 AM

--------------------------------------------------------------------------------
Marc,
Here's the billing information you requested.

<<Card number removed>>
CVV2 <removed>
Ex 06/06

This should clear up the matter. Is the billing cycle at PaySystems.com now suspended? I don't want to be double billed.


Too, what about our other domains on the hosting package under Exbabylon.com on the Maui server? They're still down, and non operative, we need them active ASAP!

Thanks for the help

Marshall Stanton
208-437-1865


Marc Wyss



Posted on 23 Jul 2003 09:28 PM

--------------------------------------------------------------------------------
Your card information has been updated and your other billing cycle removed.





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Home > Ticket List > Ticket Status: SYT-28495 20 Aug 2003

Ticket Details

Last Update: 04 Aug 2003 11:56 PM
Last Replier: Marshall Stanton
Status: Closed
Department: Billing Issues
Created On: 04 Aug 2003 12:48 PM

MORE BILLING ISSUES



Author Contents
Marshall Stanton



Posted on 04 Aug 2003 12:48 PM

--------------------------------------------------------------------------------
Marc,

In previous help desk tickets we've attempted to deal with billing issues. Now, I was billed $40.00 on 09 July 2003 then on 22 July 03 on Help Desk Ticket #KBD-67157 you stated that I was off the PaySystems billing and onto your own, and, in addition that Paysystems would refund me 2 months payments. What's going on? I was billed $40.00 twice, ($80.00) on 30 July 03 By PaySystems. That's a billing of $120.00 Total for July alone! Please get it straightened out.... NOW!

Marshall Stanton


Marc Wyss



Posted on 04 Aug 2003 01:00 PM

--------------------------------------------------------------------------------
Marshall,

what are the orde ID numbers of those transactions?


Marshall Stanton



Posted on 04 Aug 2003 11:56 PM

--------------------------------------------------------------------------------
Marc,

Here's the data from my bank statement:

CHECK CRD PURCHASE 07/28 MYPAYSYSTEMS.COM XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX ?MCC=XXXXXXXXXXXXXXXXX

CHECK CRD PURCHASE 07/28 MYPAYSYSTEMS.COM XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX ?MCC=XXXXXXXXXXXXXXDA

Each of these transactions are for $40.00. PLEASE! What's going on?

Marshall

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Continued in next post.......

Um, you might want to edit out your C/C info... you just posted it for hundreds of people. So much for a secure card :(

dude, take your visa number out of there!

Originally posted by exbabylon

Marc,
Here's the billing information you requested.

Visa
4(edited out incase this is his actual card #)1
CVV2 <removed>
Ex 06/06

This should clear up the matter. Is the billing cycle at PaySystems.com now suspended? I don't want to be double billed.


eeeek!!!!!!!!

I really hope you edited your card # before you posted it on a highly trafficked site such as WHT. Not the smartest thing to do.

Hello, I read the whole thing well first post might want to cut out your Card Number!

Linux admin,

why would you quote and make it even clearer ??? Let the guy change it and drop the subject.

Home > Ticket List > Ticket Status: CXF-23670 20 Aug 2003

Ticket Details

Last Update: 12 Aug 2003 04:30 PM
Last Replier: Jeff Meyer
Status: Closed
Department: Billing Issues
Created On: 06 Aug 2003 01:20 PM

MORE & MORE & MORE Billing Issues AGAIN!!!!!

Author Contents
Marshall Stanton

Posted on 06 Aug 2003 01:20 PM
-------
Marc,

I provided all the necessary information you required to resolve the billing issues of my previous support ticket. Simply putting it "ON HOLD" won't resolve the issue, make it go away, nor pacify me in the least!

Immediate personal communication with me is necessary at this point to prevent this issue, and all supporting communications and documentation from going before the courts of public opinion, and to those civil remedies available to our organization, and persued to the fullest extent allowed.

I assure you, that you'll be amazed at how far your investment can be stretched in the form of adverstising dollars in regard to this matter. The relatively small dollar amount in question will be one of the most far-reaching advertising investments you can make. By your actions, or lack thereof, the decision is yours which way that advertising will be directed.

Marshall Stanton

Marc Wyss

Posted on 06 Aug 2003 01:27 PM
----------
Marshall,

please be patient. I am awaiting word from our payment processor on the issue, i can't speed it up myself either.

Marshall Stanton

Posted on 07 Aug 2003 09:16 AM
--------
Marc,

This is FAR from a closed issue!!!! You say be patient. I am a patient man, but I also know that paysystems is only one phone call away, and the necessary action only as distant as your authority to make this right.... right now!

NO, the issue isn't closed, and sweeping it under the carpet isn't a viable answer! DEAL WITH THE PROBLEM!!! Take some responsibility and exercise good judgement, and good-will and MAKE THINGS HAPPEN!

Telling me to be patient... how long should I be expected to wait, it's been four days already, now, how about you do something constructive.

Marshall

Marc Wyss

Posted on 07 Aug 2003 01:18 PM

-----------
I have done this, however i need to await information from our account representative, who unfortunately right now is sick and not even at the PaySystems office.

Marshall Stanton

Posted on 11 Aug 2003 11:05 AM

---------
OK Marc,

You said be patient.... how long would you expect me to be silent? I brought this billing issue to your attention a week ago today, on the 4th of August. Today is the 11th, and STILL no resolution, only your "be patient" pleas.

PaySystems, a company that deals with tens, or hundreds of thousands of dollars worth of client billing per week surely has SOMEONE who can deal with your account! Just because someone there gets a sniffle and takes a few sick days off doesn't mean the operation ceases to function, and that NO ONE ELSE can servie your account!

Marc, DEAL WITH THE ISSUE!!!! OR DEAL WITH MY LEGAL COUNSEL! This is a small issue, but I assure you that you'll find lost revenues and down-time compensation for unjustified account suspension, damages to corporate image stemming from said suspension, loss of productivity in persuing the issue and recompensation for incurred mental anguish may not seem so trivial in your estimation.

Marshall

Jeff Meyer

Posted on 12 Aug 2003 04:30 PM
---------
Your card has already been refunded on the 8th of this month, sorry i forgot to post the update to the ticket.

XXXX
Home > Ticket List > Ticket Status: TWS-17349 20 Aug 2003

Ticket Details

Last Update: 13 Aug 2003 05:23 PM
Last Replier: Jeff Meyer
Status: Closed
Department: Billing Issues
Created On: 12 Aug 2003 09:38 PM

MORE & MORE& MORE & MORE BILLING ISSUES STILL!!!!

Author Contents
Marshall Stanton

Posted on 12 Aug 2003 09:38 PM
---------
OK Gentlemen,

I just got off the phone with Ken at Paysystems.com who checked my acount status at Paysystems.com. There to date has been NO REFUND ORDER received by them from MCHost!

Come on, I'm tired of hte games and the lip service! If you're not going to issue the refunds simply tell me, and I can turn my attorney loose, but DON'T LIE TO ME!

Marc you promised that I'd get a refund of two months worth of hosting in your own help desk ticket. Then instead of a refund, I get popped TWO billings for $40.00 each on the 27th.

Now, I've been promised an $80.00 refund then I was billed an additional $80.00 on the 27th of July. As I see it, I have $160.00 coming back to me at this point.

I've been billed $120.00 alone for the month of July on a $40.00 hosting package. This triple billing in a month where my account was inexplicably suspended, and for which I've received no appology, no explanation and no conciliatory actions.

Where's this going?

Marshall Stanton

Jeff Meyer

Posted on 12 Aug 2003 10:37 PM
--------------
Marshall,

i have just checked and the refund was indeed sent in but PaySystems has not yet booked it. Also, PaySystems has stated that you wish your account closed and no further billings, is this correct?

Marshall Stanton

Posted on 12 Aug 2003 11:57 PM
-----------
Jeff,

If you'll look closely at the string of help desk tickets regarding this issue, you'll find that Marc moved my account billing off of Paysystems.com himself, to another billing service. I had nothing to do with that move. PLEASE CHECK TO SEE WHAT THE RIGHT HAND IS DOING!!!!@!

WHat is the amount of the credit with Paysystems.com?

Marshall

Jeff Meyer

Posted on 13 Aug 2003 01:27 PM
--------------
Which is the ticket that states this? We are still using PaySystems as our billing processor and marking the payments in our billing system as paid. If those are the only billings you have received, you have not been double charged at all.

Marshall Stanton

Posted on 13 Aug 2003 01:43 PM
-----------
Jeff,

Please reference Marc's reply to ticket help desk ticket #YHX-69161. Marc specifically stated that he had updated my cc info to your new system and suspended the existing PaySystems billing cycle.

By-the-way, perhaps my math is old-fashioned, but how in the heck do you figure that I wasn't double billed for July? I have ONE $40.00 hosting package for which I was billed on the 7th of July $40.00, then again, TWICE MORE for the same package on 27 July at $40.00 each pop for $80.00 billing on the 27th of August alone. That makes a grand total of $120.00 in July alone for a $40.00 per month hosting package! YES! I SEE YOUR POINT... I WASN"T DOUBLE BILLED AT ALL BUT TRIPLE BILLED.... does that make it all better?

I'm sick of spending my time on this issue. Would you PLEASE get the information straight, get my promised $160.00 credited back to my credit card and quit playing games with me?

You know, a simple phone call might make this whole fiasco sift out faster? Since a phone number for your operation is a big, deep, dark, top-secret, unavailable, commodity, you might just consider calling me to avert other problems.

Marshall
208-437-1865

Jeff Meyer

Posted on 13 Aug 2003 05:23 PM
--------------
Marshall,

i have just spoken to PaySystems and your charges have been refunded.

XXXX

Home > Ticket List > Ticket Status: BRZ-16124 20 Aug 2003

Ticket Details

Last Update: 14 Aug 2003 08:39 PM
Last Replier: Marshall Stanton
Status: Closed
Department: Billing Issues
Created On: 14 Aug 2003 08:32 PM

Account Suspension????

Author Contents
Marshall Stanton

Posted on 14 Aug 2003 08:32 PM

----------
Ok, you've finally given PaySystems the go-ahead to credit my account, thank you.

Now, for the question that's been unanswered now for three weeks. When our account was suspended, I want to know why? It wasn't from overbandwidth, it wasn't from non-payment and it wasn't for policy violations of MCHost. Why did you shut down our accounts? I think we deserve an answer to such a simple, and fundamental question that cost us customers, orders and reputation.

Awaiting your answer,

Marshall Stanton

Marc Wyss

Posted on 14 Aug 2003 08:36 PM

---------
What is your main domain name?

Marshall Stanton

Posted on 14 Aug 2003 08:39 PM

------
beartoothweb.com

XXXX




Continued in next post..........

Originally posted by RogelioH
Linux admin,

why would you quote and make it even clearer ??? Let the guy change it and drop the subject.


Uhhhhhhhhhh make it even clearer. Im sorry there smarty pants whats his CC# in my quote ?????? Very usefull to people isnt it.

Is someone going to go to dell.com and order a bunch of servers with the credit card # 41(edited out incase its the actual #)1 . I would think people are smarter then that .

Home > Ticket List > Ticket Status: XIK-30316 20 Aug 2003

Ticket Details

Last Update: 20 Aug 2003 11:19 AM
Last Replier: Marshall Stanton
Status: Open
Department: Billing Issues
Created On: 20 Aug 2003 11:19 AM

My Account

Author Contents
Marshall Stanton

Posted on 20 Aug 2003 11:19 AM

-----------
I've asked repeatedly for an explanation why my account was inexplicably suspended in July, to no avail. I've supplied all the requested information, and yet my questions go unanswered and ignored. I suffered loss of customers, revenue and reputation due to your irresponsible and unwarrented actions against my account, and yet not ever an explanation as to why.

On 14 August I asked for a simple answer to the question of why our account was suspended, Marc asked for our main domain name, which I provided minutes after he requested it. I provided all requested information, and the help-desk ticket was simply closed without reply, response or explanation. How hard is it, to give an honest answer?

Since it's impossible to get such a simple answer, yet alone in a timely manner, I can't imagine what a nightmare it would be if you had a server crash, and my data was on that server. We would NEVER get ANY customer support. I can't afford that risk.

There are a multitude of hosting companies that have excellent customer service. I no longer need your services.

Effective immediately cancel my hosting packages and all services through McHost. I revoke any and all billing authorization to both my bank account and credit card immediately. Any further charges made to these accounts will be fraudulent, and prosecuted as such.

Terminate all aspects of these accounts immediately!

BeartoothWeb.com
Exbabylon.com

Awaiting confirmation.

Marshall Stanton
208-437-1865 [/quote]


It's interesting to note that on 09 Aug 2003, I received a form-type email from Marc at MCHost asking "how my account was", here's the text of that email and my reply, to which there's been no response.


Date: Sat, 9 Aug 2003 08:25:26 -0700 (PDT)
From: "Marshall Stanton" <halfstock@yahoo.com> | This is spam | Add to Address Book
Subject: Re: How is everything with your account?
To: "Marc Wyss" <marc@mchost.com>




My account? How is it? Well, you'd be better qualified to answer that question than I. After having two help desk tickets tabled and shelved regarding the billing on my account regarding being charged $120.00 in the month of July alone by yourselves, through the services of Paysystems.com, I think you have a lot of nerve asking how I'm satisfied with the standing of my account! Especially after you promised that I would be credited back two months' payments from Paysystems.com.

All this, plus the fact that my account was suspended, all my hosted domains kicked offline for 36 hours with no explanation as to why, what the rational behind the suspension was based upon, nor any explanatory note regarding the suspension, how do you think I feel about my account? I've already asked for an explanation that I can pass on to my customers, but I've been ignored on this count.

If you really wanted to know how your clientel felt about their accounts, you would have left the MCHost forums up and running and actually read and positively acted upon the responses your own customers were posting regarding their experience at MCHost. Instead the forums were taken down, and your new website template altered to totally obliterate any vestiges that those forums ever existed.

How much do you really care what your customers/clients think about your services offered? And how about those help desk tickets that get a perfunctory, obligatory one-line answer then the tickets are closed with no resolution to the root problems?

Sure, you're a busy man, with many irons in the fire. But seriously, how long do you expect to have a prosperous and growing enterprise while totally ignoring issues that are imminently pertinent to your customer base? Yes, the 'net is a big place, but the alternative services your potential clients can turn to are growing daily. Word of mouth advertising can either be your best asset, or your very worst liability. The direction that power is turned is entirely in your hands, and determined soley by you in how you handle legitimate customer service issues with your existing clientel.

Looking forward to a responsible reply.

Marshall Stanton

Marc Wyss <marc@mchost.com>, MISSING_MAILBOX_TERMINATOR@.SYNTAX-ERROR. wrote:
Hi Marshall Stanton,

i just wanted to follow-up and ensure that everything is going well with your hosting account. If you have any recommendations regarding possible new services or how we can improve your overall experience, please do let me know and i'll do my best to bring it to you :)

All the Best,

Marc A. Wyss
CEO of MCHost Inc.
Experts in Private Label Reseller Plans
marc@mchost.com



There has been no justification to the treatment we recieved, with our accounts being unwarrentedly suspended, and unlike other clients with the same problem, I wanted to take all of the cloak-and-dagger word games that Marc plays here on these forums away, that those who might just possibly consider MCHost for their webhosting options, would STRONGLY reconsider the better options available.

We have since moved all our hosting to Ventures Online, and let me tell you, the customer service there has been outstanding! What a breath of fresh air. When trying franticly to set up a new hosting package, I called them to expedite the processing (yes, they do post phone numbers.... unlike MCHost), and it was after business hours, and I received a voice mail that even gave Jeff's personal cell phone number in case of an emergency! No, I didn't use the cell number, but talk about awesome customer interaction. Too, every request or need we've had has been met or exceeded by their customer support in a matter of minutes, not hours.

For all those considering MCHost..... PLEASE RECONSIDER!

Thanks to all here for your support last month when we were trying to deal with these issues.

God Bless,

Marshall Stanton

BeartoothBullets.com
ShootersForum.com
LoadSwap.com
GuNuts.com
Exbabylon.com

>> i have just checked and the refund was indeed sent in but PaySystems has not yet booked it

A comment on just that part there...Paysystems.com are taking quite a while to process refunds. If there was only four days between when you were told it was done and someone at Paysystems not knowing about it "yet", I'd give that part the benefit of the doubt. We've just had two come through that were done over 4 days ago, and probably 2 days apart themselves.

Good to hear you're happy with your new provider though.

Gary

Thanks to all for the catch on the bank info.... was rather heated when making these posts, and of course didn't edit the obvious. Thanks to all who replied, and to admin for editing. I surely do appreciate it!

God Bless,

Man I truly feel for you, no one's business needs to be in the hands of providers like McHost.

I previously tried to stay neutral on McHost subjects, however I truly (after re-reading many of them) feel Marc and McHost are absolutely pathetic!

How many people will be double billed, lied to or ignored and this guy continue to stay in business!!!!!!

McHost had a very good rep in previous years and I hope they can get back to that, for their customers sake!
(However it is highly doubtful!!)

I truly believe that, at least in part, someone let their own success go to their head. If they don't pull their head out of where the sun don't shine, the crash and fall will be a very well needed reality check!

Very disappointing to see not only customers, but other business men/women being treated in such manners!
I wish you all good luck in your ventures. (Mchost clients that is, Not Mchost!)

Its not Marcs fault. You are all very unfair. It is NEVER Marcs fault.

I am sure he will be along soon to explain that it is not his fault. Damned customers. Spoil everything. Stop blaming Marc. He was born with the inability to manage therefore inherantly it is not his fault.

I remember when Marc came to these very forums boasting how much money he was making due to switching processors from Paysystems to his own.

I bet you next weeks wages that move has been the most painful cockup Mchost has made to date. Not a week goes by without disgruntled customers airing their wares here because it is not Marcs fault that he can not run a business for toffee.

I speak with some authority as I too once had the displeasure of being one of Marcs Pains. Double billed on more than one ocaision too.

Simon

On WHT, its very easy to make accusations at any hosting company. Part of the complaints against MCHost were made under anonymous names with the thread starter having only 1 post. Before you release the sharks, i do understand we've had issues in the past with billing and other things. Sorry, we're human, it happens. We can only do our best to correct it.

We have refunded every single double charge to the last cent that has ever happened, but of course, when clients receive the refunds, they do not post that on WHT, so it seems like there are dozens of outstanding issues. There are not. But there are a few, yes.

From my point of view, most of our billing related issues were caused by PaySystems which thankfully we are not using anymore from today on. Of course, in everyone else's point of view, it is MCHost's fault. Well, it is, we chose PaySystems, i understand that. PaySystems has even admitted in an email to their clients several weeks ago that they have double and triple charged many transactions accidentally.

Even this thread's starter's transactions have already been refunded before this post was even made and i hope that once he receives the refunds on his statement, he will be fair and update the thread with that information.

WHT has become a shark pond, where competitors enjoy flaming competitors. There are legitimate complaints, yes, and i respect those. But i've seen complaints against MCHost from customers that have not paid for months, spammed through our servers, etc.

We've had our share of issues, we may not be perfect, we may still have current issues to settle with our customers, but we will do so off WHT.

Whether it is at MCHost or another hosting provider, i wish you success and all the best with your business.

Lets give you the benefit of the doubt for a second and just see if that holds any water.

Paysystems fault! OK...when I was with you and switched over to your new payment processor nobody ever told me...until it was too late obviously that I had to cancel the paysystems biling myself.

Did you expect paysystems to tell me to go and cancel. Or maybe you expected me to just know that I should go to paysytems and cancel.

No No No Marc...it was YOUR lack of communication on the subject and inability to inform your customers that they needed to take steps. It kicks you up the arse every week this one and you know what...to this day....I never saw 1 email from anyone at McHost about needing to cancel Paysystems.

So...Paysystems fault or McHost lack of communication.

Lets test another theory here.

Marc understands that McHost have made mistakes in the past and they are doing there best to overcome their problems.

OK...so what do they do to help their customers in times of need. They remove their forums...their server status pages....and god only knows what else to sweep it all under the carpet and hope it goes away.

Simon

Originally posted by SimonMc
Paysystems fault! OK...when I was with you and switched over to your new payment processor nobody ever told me...until it was too late obviously that I had to cancel the paysystems biling myself.

No no no, please read my reply above again. This is what i'm talking about, WHT has become a 'flaming before reading' place. I wrote the following above, please read it again:

Originally posted by MCHost-Marc From my point of view, most of our billing related issues were caused by PaySystems which thankfully we are not using anymore from today on. Of course, in everyone else's point of view, it is MCHost's fault. Well, it is, we chose PaySystems, i understand that. PaySystems has even admitted in an email to their clients several weeks ago that they have double and triple charged many transactions accidentally.

I have expressed my views on this thread, i will not participate in this blind flaming party. Good luck.

I just read it again...three times infact. Perhaps somebody else can see what you are getting at Marc. I sure as hell can't....but then again...that just goes one further step to prove you can not communicate.

Simon

My 2¢ on the Paysystems deal, I recently moved a client to a new host that uses Paysystems and she wondered why nothing happened for 2 days. She contact the host's admin and he wrote a little reply that Paysystems was having some issues and it may take a few more days.

But he also offered to set up the hosting account while the payments were in transit. She said go ahead, and 3 days later the payment finally made it to the host's bank account. So Paysystems has a serious issue though or is over worked.

As for the MCHost thing, it looks like a serious lack of communication. But I noticed on another host's support forum that many people are bailing, so the communication problem may be widespread.

Marc,

I don't consider WHT a flaming place, if you would've keep your support forum open on your service, people would not have to come here to solve issues that otherwise should've been done there.

WHT has become a shark pond, where competitors enjoy flaming competitors. There are legitimate complaints, yes, and i respect those. But i've seen complaints against MCHost from customers that have not paid for months, spammed through our servers, etc.

We've had our share of issues, we may not be perfect, we may still have current issues to settle with our customers, but we will do so off WHT.


In all fairness, I've tried through all the "appropriate channels" to resolve the isssues I have with MCHost, as evidenced through the documentation I've presented. However, I've still not EVER received ANY explanation as to why my account was suspended, and my customers access to websites and email blocked. It wasn't for non-payment (as evidenced by the help desk tickets), not for over-bandwidth usage, and not for MCHost user policy violations.

Obviously I haven't registered on WHT for the purposes of defaming MCHost, and my claims are substantiated. As can be seen, I've tried repeatedly to get SOMEONE to be responsible and give a simple answer to a very fundamental question, with no success. It's pretty obvious that MCHost doesn't really care about customer satisfaction, nor customer feedback, or they wouldn't have killed the MCHost customer forums, and there must be some problems with their infastructure, or they wouldn't have taken their current server status indicators offline either.

Interesting that Marc won't answer email, as he says he doesn't have time, but he has time to patroll the WHT forums.

Marc, if this is such a shark-pond.... what are you doing here cuttin' bait?

Marshall Stanton

Marc I apologize if my post came off as a 'shark'.
If you feel the need plz PM me I a will edit the parts you like out.

You do have valid points, and those should be taken into account.
However when these types of posts happen multiple times a week for months on end. It ends up looking very bad, which I think is accented by the fact of Forum removals and stats page removal.
Although you may have completely other valid reasons for these, I have not seen it personally.

I guess the true question is... WHAT are you doing about it to fix the issues. Cause your current method sure as hell seems to be failing.

on the + side for McHost, I am glad to see taken of some responsibility of the issues, I had failed to see this in the past. Maybe someone/something said hit a nerve or something :confused:

Sometimes it is just best to bit the bullet instead of placing blame on others, even if true, the method (wording) you use portrays it more as cop-outs (IMHO (which I know has no real bearing :P ))

..changed my mind...not worth getting aggravated.

Shark pit eh?

Well can I remind Mr Wyss that it was this shark pit among others that got him off the ground because 2 years ago there were a whole load of positive things being spoken about him and his company.

At the time, WHT was a veritable gold mine of good sales leads. It's well documented that as soon as MCHost hit the big time, the whole thing went to pieces and all the good points were soon overtaken by bad planning, service and attitude... And now Marc reaps a constant barrage of legitimate complaints (yes, legitimate) that WHT has become the bane of his life.

The issues have been thrashed about for over a year now... the information is all there and you'll notice that the same old strategies of dodging the issues and trying to sideline the REAL issue(s), passing the buck and attempting to pass a large number of complaints off as disgruntled competitors...


The simple fact is that MCHost has major issues that turn up again and again and again and again... and not a single thing is being done to tackle them... Communication (forum closed, tickets getting closed, email ignored, etc...), Billing (count the double billing, non crediting, non repayment issues)... The list goes on...

So... nothing is happening... nothing will change... So, for petes sake go elsewhere...

I had really enough with Marc and his damn company.
WHT turns to be a place where all the guys are talking about things we already know. Guys, i'm really sorry for what you been through, but i'm sure mark didn't forced anyone to join.
Please do your homeworks ALWAYS before going with such a company.
But trust me...if i had the power i was going to shutdown mchost for what he does :( :eek:

Marc,

You posted on your help desk that you couldn't cancel my account without user names and passwords. I provided two of each, and still no reply to my help desk tickets. (should come as a surprise huh?)

Milking things along with my account until another billing cycle isn't a smart thing to do!

Just so you know, I've cancelled that account, and done it both through your "offical help desk internal channels" and here publicly. If you so much as charge a dime to my bank account or credit card, you'll face fraud charges! Am I clear on this? Or should I explain it a little more clearly?

I know you're listening.

Marshall

It's easy to scream "Well, WHT has just become a shark pit." When people consistantly bring up issues that MChost has never taken care of. It's the one place where they can post without it getting deleated on the companys own fourms.

So yeah, it's really easy to say that, isn't it?

Anyway, since Paysystems seems to be their own company and they've kept having to chargeback money to angry costomers... isn't there a limit to that? At what point will they stop trusting MChost all together?

Originally posted by MCHost-Marc
We have refunded every single double charge to the last cent that has ever happened, but of course, when clients receive the refunds, they do not post that on WHT... Haha LIAR!!!!
What about my refunds?
See ticket #1467, #1142 and #2172. They were submitted in January and February this year. (your old ticket system).

Not only you didn't refund double charges, but also continued to bill me after account cancellation.

You and your company should be banned from this forum. The sooner the better.

Yep.... still waiting for my refund.... although I have been promised a refund.... Hmmmm ... I will post follow up IF and WHEN I get a refund..... for the double billing....

I did notice that another charge was put through just the other day.....(this was a valid charge)...point is... money is being paid in a timely fashion..... refunds don't seem to be though.....

Hmmm I will contact PaysSystems to see when credit will be issued.... 10 to 1 they say they have not heard anything from MCHOST.... funny how they looked into the problem.... found out that I do deserve a refund...and did not take the 2 minutes to issue the refund right away..... instead sent an email to me saying refund will be forthcoming....

Will follow up as promised....

S

:banana: wow its like everyday I see one of these posts... Although I have nothing to do with this matter, I feel kind of sorry for MChost. Its almost like 10 people going at it on him, but maybe its just for the things he did. ;)

Originally posted by fission
:banana: wow its like everyday I see one of these posts... Although I have nothing to do with this matter, I feel kind of sorry for MChost. Its almost like 10 people going at it on him, but maybe its just for the things he did. ;)
You reap what you sow. Simple as that.

Paysystems can be a complex beast to work with. We've processed many thousands of transactions though them since dec 2001, and although we're not the powerhouse that mchost is with 6,000 recurring transactions per mth [;)], we've had similar Paysystems issues. Takes a lot of patience and effort to resolve some of those Paysystems issues. :)

Originally posted by WebSnail.net
Shark pit eh?

Well can I remind Mr Wyss that it was this shark pit among others that got him off the ground because 2 years ago there were a whole load of positive things being spoken about him and his company.

At the time, WHT was a veritable gold mine of good sales leads. It's well documented that as soon as MCHost hit the big time, the whole thing went to pieces and all the good points were soon overtaken by bad planning, service and attitude... And now Marc reaps a constant barrage of legitimate complaints (yes, legitimate) that WHT has become the bane of his life.

The issues have been thrashed about for over a year now... the information is all there and you'll notice that the same old strategies of dodging the issues and trying to sideline the REAL issue(s), passing the buck and attempting to pass a large number of complaints off as disgruntled competitors...


The simple fact is that MCHost has major issues that turn up again and again and again and again... and not a single thing is being done to tackle them... Communication (forum closed, tickets getting closed, email ignored, etc...), Billing (count the double billing, non crediting, non repayment issues)... The list goes on...

So... nothing is happening... nothing will change... So, for petes sake go elsewhere...

I have to agree with this response. I remember those days well when they happen to be flavor of the month here, AND there have been other companies thats followed the same suit. SAD, but we see some of the same reports, complaints as well on those other recommended co. With such well documented info, I just cannot see how pre-clients even consider doing business with companies that have known, REPEATED complaints! There are several of them.

Originally posted by Aussie Bob
Paysystems can be a complex beast to work with. We've processed many thousands of transactions though them since dec 2001,

I agree. We've put thousands through their system since 2000, but a quick live chat, or phone call tends to sort things out as I'm sure you'll agree. In a few 'rare' circumstances their system will prove troublesome but it's a very, very, small percentage. In additon to that customers have a high level of control through direct contact with Paysystems through phone or e-mail.

The interesting part of those support tickets posted was:

i need to await information from our account representative, who unfortunately right now is sick and not even at the PaySystems office.

Maybe I'm missing something but we sure as heck don't have a dedicated rep at Paysystems, and even if we did, I know that making a call would get me someone at the other end of the line that could sort out the issue at hand. That quote seems almost akin to the "I have school in the morning so I have to go to bed now" routine. I can't imagine too many customers with a billing issue would give two figs is someone's feeling a bit rough.

I've generally stayed out of MCHost threads in the past, but the quote above just irked me. Marc and co. need to take a long hard look at themselves I believe. The growing off-handed dismissal of serious customer concerns he's continuing to post adds to an already 'shady' reputation of the web hosting industry in general. This kind of attitude doesn't help hosts, and makes potential customers defensive and nervous, and understandably so.

Originally posted by akashik

Marc and co. need to take a long hard look at themselves I believe. The growing off-handed dismissal of serious customer concerns he's continuing to post adds to an already 'shady' reputation of the web hosting industry in general. This kind of attitude doesn't help hosts, and makes potential customers defensive and nervous, and understandably so.


Very well said.

Originally posted by Aussie Bob
You reap what you sow. Simple as that.

Paysystems can be a complex beast to work with. We've processed many thousands of transactions though them since dec 2001, and although we're not the powerhouse that mchost is with 6,000 recurring transactions per mth [;)], we've had similar Paysystems issues. Takes a lot of patience and effort to resolve some of those Paysystems issues. :) Yep - and we're not seeing your customers here screaming, which means you are resolving whatever issues you have with them. Just goes to show it really can be done.

MCHost, on the other hand, either can't or won't (most likely won't - as you said, it's not impossible) resolve their issues, and so, we see the constant stream of their people having billing problems and getting no resolution to them.

Apart from the thread starter, almost everyone replying to this thread is a competitor. That is what the 'shark pit' was directed to. Editor, Esr Tek, Aussie Bob, Martie and Akashik. Then there are 5 others, out of which 4 were never customers of ours. Hello? That's what i'm talking about. some of them are hosting companies ran out of someone's bedroom (or livingroom).

As for the 'so many' MCHost threads:

"MCHost, a cronology of customer non-support" started by exbabylon. Valid point, he has every right to express his opinion, cool.

"mchost, your attention please" started by thebyp2 (a now competitor). he hasn't paid us for many months until we cut the service off and even admits that this is true. we've tried to resolve this for many weeks in person, never received a reply.

"MChost - Another surprise!!!!!!" by 18122. first post by this person on WHT, just to flame MCHost because we took our forums offline. our forums were never the primary point of communication, our helpdesk is always available. here again, a pointless flame.

"MCHOST terminated my account Part I & II" by Hardmoneyman. As stated in that thread, the customer has owed us payments for several months which were then charged once we had the updated billing information. customer has charged back the transactions and due to this the account was suspended; because it was once again past due.

"mchost yet again" by webrats. a person that hosted child pornography on our servers and was terminated by us; has since then decided to flame MCHost on every opportunity possible.

then a couple more threads regarding out forums, which we could have responded to much easier if the customer had submitted a support ticket to our helpdesk, which they have never done.

that is pretty much it for this month's MCHost-related issues. surprise, only 2 of them are legit and we've resolved both of them. even the issue of this thread here is resolved and if the customer could confirm this, that would be greatly appreciated.

i'm not saying we're perfect, i'm just asking you to consider our view on some of the issues, too. if you host customers that refuse to pay you for several months, but expect you to keep their accounts online for free, if you host customers that host child pornography and terminate them, you may be a bad host.

thanks for reading.

Originally posted by CelTech
people having billing problems and getting no resolution to them.

I'm sorry but you're wrong. Whether people post on WHT or not, they do get solutions to their issues. But the real issue is that the ones that post on WHT do not update their threads when they get the solutions, maybe because they forget, or maybe because they do not care anymore after the issue is resolved.

I'm sorry he was hosting that kind of porn and you didn't file charges. What is wrong with you.

Errr.....Marc, my post was *only* to assure the thread starter that Paysystems can in fact take 4+ days to show a refund even within their own system.

Apology accepted.

Gary

WebSnail.net is right. :)

WebSnail.net is right. :)

Just one word of interjection...

Bob, he baited you, you bit and now he'll reel you in... This isn't about you and Marc but between the 2 of you we end up with another re-run of lord knows how many other threads.

Can I suggest a little editing after the fact so that instead of this denegrating into yet another slanging match, we stick to the topic in hand... Otherwise Marc gets his wish and he can point to yet another thread that disintegrated into a p*ssing contest between him and disgruntled competitors (not my words but they will be his)

That is not what this thread is about, nor 99% of the other complaints, so please let's not give him the satisfaction...

Originally posted by MCHost-Marc
I've seen at least a dozen threads with fake issues, made up by individuals that were never our clients. Even in 2 cases, a WHT moderator has confirmed the IP is the same as a competitor's username here on WHT.

Originally posted by anon-e-mouse
I would be interested in seeing these threads, can you send them to me via PM? And certainly if what you say is true, it wasn't since April, but the colossal amount of negative threads just since April has to say a lot Marc.
I still haven't received any proof of your statements here, is this just more words?

You have mentioned this month's threads, but failed to even address a week long thread last month where people were leaving in droves because of your lack of support. Please do the WHT community a favour and get your own support forums back on air.