My site has been down since Thursday and five days later... my site is not up yet.

They are really pissing me off!!

:mad: :mad:

The answer and resolution is in 3 of your helpdesk tickets (if that was you). Maybe you didn't receive a reply because you didn't use an off-network email address? If you didn't send in a helpdesk ticket, please do so now as it is the official way of receiving support.

Please see how to contact customer support at http://www.mchost.com/support/ . There is always a technician available at the helpdesk. If you send in a quick ticket we'll have it fixed within minutes.

Originally posted by Kiwi
Please see how to contact customer support at http://www.mchost.com/support/ . There is always a technician available at the helpdesk. If you send in a quick ticket we'll have it fixed within minutes.
Marc how about you quit the show you always put on for WHT? Im sorry but this is absolute BS! You go around giving such false advertising, and until now i have kept my mouth shut... but ive had enough.
How can 'a quick ticket be fixed in minutes' when your average response time is over 5 HOURS?

Marc,

I think it's time you stop making these 'quick resolution' claims. I have been your customer for 2-months now, and have waited as long as 3 days for PRIORITY #1 (HIGHEST PRIORITY) tickets to be answered - on multiple occasions. I am by no means a high-maintenence user, and ONLY open tickets when I can't do myself what needs to be done. I have opened a total of seven tickets since becoming your customer (only one was priority 1), and the FASTEST any of them were ever resolved was 10+ hours. And of those, the 'response' was typically something like "I'm working on this..." (no explanation, no indication what is wrong or how it is being fixed - just "I'm looking at this now", and the ticket would need to get RE-OPENED because it didn't get fixed...

When someone in your own forums asked about why they still haven't gotten a response to a prority 1 ticket that was open for 11-hours, you responded:

"It has no effect because people use priority 1 for the smallest issues such as a script not working or FP not working correctly. It becomes very hard for us sorting through which ones are high priority and which ones are not. If this keeps up, we will assign all tickets the same priority. We will get to your ticket shortly."

Now, as much as I know the flames will be coming, and everyone that has all these great things to say about MCHost (and have probably never even been one of your customers) are about to come flying out of the woodwork to defend you (and if you're one of them, please read all the way through this - I am not trying to 'bash' MCHost, but rather try to offer advice to help make the current situation better), it was time something is said. You do NOT provide 24x7 support (as evidenced multiple times in the past few weeks when servers have gone down and staff didn't even realize there was a problem for 3-4 hours). You do NOT respond to tickets 'within a few minutes' as you say here - not when people (not just me, this is posted in your forums every day by someone) have URGENT, priority 1 tickets open for days at a time, and then finally get responses that say "I'm looking at this now" and close the ticket with the issue never getting resolved.

Finally, I would not have even posted this here. if you hadn't deleted my post in your forum about this EXACT same issue. You want to sell managed dedicated servers now, when you can't provide support for your existing clients - how are you going to 'manage' these servers, and how happy will those customers be when their priority 1 tickets take days to answer?

I appreciate that things have been busy, and you're understaffed, and you're hiring more people, and there have been emergencies, and everyone is busy developing VirtualCP, and you're busy chasing down hackers, and the list goes on and on.... You are going through a period of growth, and these sorts of things are going to happen. I think, though, you need to grow internally as well. It's great to add 100 customers a month, but who is going to support them if the level of staff doesn't change?

I am not trying to bash you here, nor am I saying 'MCHost sucks - stay away from them". My point here, is stop making promises and claims that your can't (at least right now) follow through on. It will only mean angry customers when they sign up based on all these promises of excellent support, and then get a taste for the way things really are. I am sure things WILL improve when you finally do get your staff up to the level necessary for handling the amount of clients you currently have. Each time a new crisis has come up, you've handled it as well as it could have been handled, and I have no reason to believe that won't continue to be the case. But, until you are better prepared to handle these issues, it is not wise to go along pretending that they don't exist - You can't fix a problem that you don't acknowledge.

Originally posted by Magic

Marc how about you quit the show you always put on for WHT? Im sorry but this is absolute BS! You go around giving such false advertising, and until now i have kept my mouth shut... but ive had enough. How can 'a quick ticket be fixed in minutes' when your average response time is over 5 HOURS?
Well folks, being that it is out in the open, we were using MCHost for some of our low end clients and 5 hours for a responce would have been nice, we waited a day usually and then got a half ass answer. needless to say, we canceled our free trial month very quickly after the support we received. The quickest responce we had was when we sent in a ticket to complain about responce time and 'they' told us that they usually respond quickly. Well, usually must have been in the past, because the very next ticket was over a day. Now we just put all our clients on the dedicated server, no more reselling.

Hey Marc.. I submitted a ticket with all the information to restore my account and it is still open. I has been open and outstanding for more than 48 hours...

If I got service within minutes.. then that is news to me. It is still in open status now.

I'm not going to wait any longer. I am requesting for a refund and going elsewhere.

This is ridiculous.

This seems like the same thing happening at my host!

Make all the promises in the world does nothing for customer satisfactions.

Just to add: Their is nothing better than free advertisments, unless it is a disgruntled customer!

Take care of business, and business will take care of you!

Peace Out
snoooky~

Originally posted by manray
Hey Marc.. I submitted a ticket with all the information to restore my account and it is still open. I has been open and outstanding for more than 48 hours...

If I got service within minutes.. then that is news to me. It is still in open status now.

I'm not going to wait any longer. I am requesting for a refund and going elsewhere.

I just checked and your initial ticket was submitted and closed 2 days ago, sent the reply to your qu*@*solutions.com (i'm not posting the entire email address). We requested more information 2 days ago and did not receive a reply. Fine, with the recent issues we might have fallen back with support response times but we are improving and how do you expect us to complete an issue from 5 days ago if the ticket was submitted 2 days ago and we have not received a reply back? This is ridiculos as well. Please contact me over email for any further comments/questions.

Originally posted by Kiwi


if the ticket was submitted 2 days ago and we have not received a reply back? This is ridiculos as well. Please contact me over email for any further comments/questions.

cool it ............. The customer/s alway right.

I'm sorry if i said something wrong ...but your site has been down since Sunday, not Thursday. Of course, i might be wrong. Please contact me over email or our support staff at the helpdesk for any further issues since i am not spending my whole day on discussion forums, but on working.

I had similar problems....moved on to a better host...

Typical thread for WHT..a lot off people here that have no idea how to use email to try and discuss issues in private and have nothing better to do than yell about it in public.

It hasn't been a day at the WHT office until some company is run through the mincer. Today it's MCHost...we've seen Donhost, *****, Spashhost, and gobs of others run over in the past. Who's better off as a result? Nobody. Somebody's going to add some stellar comment about the venrors _earning_ the comments on these forums.

I heard so many wonderful things about WHT. I spend a lot of time lurking and not a lot of time posting and every day I get more astounded at what I see. All I see are a bunch of people acting like a crew of old men with nothing to do but complain about the weather.

<<MOD NOTE:>>
Actually, the typical thread are ones where people ask all kinds of questions about a variety of topics, need help with things and get replies, or just post general comments about things. If you *only* read these types of threads, then yes, this thead will be typcial.

While the original post didn't do a great job of explaining an experience, the subsequent posts did. When people have had good experiences with a host, they usually post about it (in response to a thread starter asking about a host). When people have had bad experiences with a host, they also post about it(and people with similar experiences post about it as well).

Try looking at some of the other posts on the forums and if you are able to, helping those people out. Just lurking and reading and commenting in the negative threads won't give you the full experience of being part of a forum community. Regarding complaining about the weather (ironic by the way), it may be raining in Houston, but it isn't raining in California (not to be taken literally).

Posted in this post instead of another post, as your post is totally off topic and I'm not going to drag the thread off topic by replying 5 posts later.
<</MOD NOTE>>

I've been a McHost customer for one week. In that time, I've submitted four or five support tickets, most of them for the dumbest little things that I probably could have figured out for myself, and I got helpful answers to every one of those tickets within five hours, including one answer from Marc himself.

If I stay with McHost long enough, I'm sure I'll have problems. How can there not be problems? I've had problems with McDonalds - wrong food in the bag, incorrect change, and so forth. It's part of doing business to have problems, and not every problem can be handled to everyone's satisfaction.

I keep going back to McDonald's because generally they put the right food in the bag. If I have a problem with McHost, I'm not going to run around in circles, screaming bloody murder, but instead try to remember all of the things they've done right.

The focus here is too often on the wrong instead of the right.

Bob McLain

<<MOD NOTE:>>
It is human nature to complain. Get 10 of your coworkers together to discuss work and everyone isn't going to sit around discussing how great the job is. I guarantee you they will bitch and moan about this and that, and could go on for hours.

Watch the news. Compare the positive stories to the stories about car accidents, buildings burning down, or people killed. Point is, this is typical, see above post.
<</MOD NOTE>>

It's great to add 100 customers a month, but who is going to support them if the level of staff doesn't change?

I think they add more then this a month. I remember reading a thread a while back that got my attention. Marc said he had over 5000 customers in December alone.

http://sitepointforums.com/showthread.php?threadid=42789&highlight=MCHost+5000

That would mean he added 833/mo from when he started to Dec. Pretty darn good if it is real.

I know that support times have been falling back due to the large amount of signups which we've been receiving. We are however just a few days from signing contracts with quite a few more system administrators, support staff as well as customer communications staff to quickly get back to the excellent customer service.

That sounds good. I still have not decided yet.

Originally posted by UmBillyCord


I think they add more then this a month. I remember reading a thread a while back that got my attention. Marc said he had over 5000 customers in December alone.

http://sitepointforums.com/showthread.php?threadid=42789&highlight=MCHost+5000

That would mean he added 833/mo from when he started to Dec. Pretty darn good if it is real.

Ahhhh, that would be maybe 5000 websites and not 5000 separate Resellers. Correct me if I'm wrong here please Marc.

On reseller servers and dedicated servers together, we're hosting close to 20.000 websites.

How many servers you have? MCHost started in Dec?

Originally posted by MattS
MCHost started in Dec?
June 2001

I don't understand it. I mean MCHOST was one of the most respected hosts a few weeks ago now they are being bashed all over the place. :(

Just shows you how fast someone can fly by.

Yes, its a pity...when i first joined them.. they were great. Their customer base grew very rapidly... its a shame they didnt grow with their customers to keep their level of service high.

I don't understand it. I mean MCHOST was one of the most respected hosts a few weeks ago now they are being bashed all over the place.

By how many of our customers? 4? 5? More customers means more happy customers and more unhappy customers - out of 1000's of clients, we cannot keep each and everyone 100% happy, no company can. I know that we've had some server issues and we're working on correcting them. We've been and are still growing faster than anyone would expect and we do grow with our customers by hiring several more support staff. Customer service staff has to be carefully selected; we cannot just hire any freelance programmers or system administrators that work whenever they can. We will send out an email to all customers as well as post an announcement at our forums as soon as the new staff members are starting, which will be very shortly.

I hope you understand this.

Oops.

Originally posted by Kiwi
We will send out an email to all customers as well as post an announcement at our forums as soon as the new staff members are starting, which will be very shortly.
We await the announcement with much anticipation. On that day, there shall be great joy in the villiage with much singing and dancing. However we will not sing and dance to the MCHost boy band music though. I draw the line there!! :D
I hope you understand this.
We understand mchost is a supplier who are currently straining under massive growth [put up the damn prices Marc :) ]

IMO, better times lay ahead. I want to believe, Marc. I really do.