I don't know how long someone is supposed to hold their tongue before losing it.
I (sadly) have a reseller account at McHost. For a while, now, there have been chronic problems with uptime, coming to a head in the last week. The last week has been pitiful. Aside from dismal connectivity (up, then down, then down, then up, then down, then down) I haven't had email for days with that account. So rather than just griping about it and staying there, I have decided to move to another host.

Problem is, when I go to my registrar to make dns changes to my domains, I can't. Because in order to make the changes, I have to confirm the changes by email. But I can't. Because my email isn't working. Not even the web based email.

I have sent in a support ticket, I have posted to their Discussion Forum, what else do I do?? I want to put alot of distance between me and McHost, but I can't. Because they can't get their act together and provide basic services as promised.

I'm not one to be quick to make my grievances public. But this just makes me want to pull my hair out. If McHost was in the "real business world", they wouldn't last a week.

Nobody responds to support tickets or posts in the discussion forum, maybe they'll respond here.

What a joke.

I don't know any that require confirmation. They do send you a confirming email. Also, why can't you change the email for the contacts with your registrar....that should be simple...let me know what registrar and I will walk you through.

Thanks Incognito:
I have a few domains at register.com. When making any changes to the accounts, they send a confirmation email, where you have to click on the link in their email in order to affect the changes. Do I have that wrong?

Any help is appreciated.

Vito

It's MCHost as in MC Hammer, not McDonald's. ;)

Anyway, I haven't had any experience with register.com, but why can't you just change the e-mail address? Do they require confirmation to change your e-mail address? If so, that's really stupid. You'll have to contact register.com if that's the case.

Yup, they want to confirm ANY changes by email.

I know, that's McStupid. I mean MCStupid.

Vito, we just have our customers call them when this happens:

Register.com toll free in the U.S. and Canada at (800) 899-9724.

Tell them some sob story how your business is 24 hours from collapse, etc... and the rep will run it over the phone.

Thanks, UmBillyCord:
I've been on hold with them for the last 25 minutes. I figure this is the only way left to do it.

It's be so much easier if I just had email...

Change the mx entry to your new host using the DNS editor in WHM. That should make all the mail go to the new hosting account, it may take a while to update though.

Just an idea :)

Because they can't get their act together and provide basic services as promised.

We've been working for 3 days and 3 nights without hardly any break on moving customers from the 'lasvegas' machine to the brand new 'fiji' machine. As sent out in our announcement to all clients, this will resolve the email issues. The 'lasvegas' machine has been having serious hardware and software problems, agreed. We're doing our best in moving everyone to a different machine without downtime but we cannot move 100's of accounts within a few minutes.

Again, there have been announcements sent out on every update we have and many posts at our forums about this issue. I just checked and there are no support issues open from you so please check under closed requests.

I understand your situation and i am very sorry for what you have to go through, our situation isn't any better right now.

Um, not that i want to stick my nose where it doesn't belong but i've moved entire servers and all within about 14 hours at most, and most of that time was spent transfering about 40 gig worth of data between them and thats when i used tarballs rather than rsync and also when it was between datacenters and not on a local connection.....

i was wondering that as well, maybe he took out the hard drive and sent it in the post.

Just joking kiwi, im sure theres a good reason.

We all have growing pains, and moving customers is never fun. I think its important to know that Im sure MCHOST realizes they have upset customers, and im sure they also understand that if they don't resolve issues they will lose customers. Logic is that they will improve service, prob. slowly but surely. The question you should ask as a customer is whether past history shows their commitment to you as a customer, if it does, then logic is to stick around and work with them. If you don't think they will improve then move on.

Establishing a relationship on a personal level with your host is important if you don't feel like this impossible, your business relationship will probably never work out.

Let us know how register.com takes care of you.

Also ive learned the hard way guys that its never good in the public eyes to comment on a competitors lack of service. While im sure you meant no harm and while i have no idea how good or bad MCHOST is, you both run very respected companys, i wouldnt want anyone to look down on you guys, because of something you directed towards a competitor.

Have a great day...

We've been working for 3 days and 3 nights without hardly any break on moving customers from the 'lasvegas' machine to the brand new 'fiji' machine.

This problem has been going on since last Friday. Exactly how long does it take to affect a change in servers? Exactly how long does it take for one of your resellers to lose all their customers because of this incredible level of ineptitude?

We're doing our best in moving everyone to a different machine without downtime

Without downtime??? Marc, I don't know how you can even say that with a straight face...

Again, there have been announcements sent out on every update we have and many posts at our forums about this issue.

Please show me one announcement in your Announcement And News Forum that refers to email problems being addressed. If you mean that you posted in the regular forum, I don't have time to wade through 100+ replies in those threads to find out what's going on. Why don't you just make it clear in Announcements? Admittedly, I did not have the foresight to provide an off-server email address in order to receive updates by email when the server is down. That's my fault. But I should be able to easily see any updates in the Announcements Forum.

I just checked and there are no support issues open from you so please check under closed requests.

Well I know that my eyesight is good, and in your help desk, as I write this, I can clearly see Ticket 6081 as still being open.

This is just so very very tiring and frustrating. In 22 years of owning and operating businesses, I have never been so frustrated with a supplier.


And when it rains it pours. After waiting on hold 45 minutes for register.com, the line went dead. Had to start over. Finally got through, they said they'd make email changes and dns changes for me. When they sent me an email confirming the changes, I saw they mis-spelt the new nameservers on all the domains.

I need a valium. :eek3:

Also ive learned the hard way guys that its never good in the public eyes to comment on a competitors lack of service.

Charles is a 'born again' man. :)

This problem has been going on since last Friday. Exactly how long does it take to affect a change in servers?

As you probably know from the email announcements, we have replaced several hardware in the past few days in order to try and fix the problem - we got to the decision that instead of dragging this out any longer, we'll move everyone over to a new machine.

Without downtime??? Marc, I don't know how you can even say that with a straight face...

Correct. We're moving all websites over right now, about 70% completed. Then we'll remove the IPs from the 'lasvegas' machine and add them to the 'fiji' machine and its completed.

I'm sorry if you didn't receive the announcements sent out over email for whatever reason, but there have been constant updates sent out about this issue as well as addressing the move to the new server and the email problems, which will be gone as soon as the move is complete.

Finally got through, they said they'd make email changes and dns changes for me. When they sent me an email confirming the changes, I saw they mis-spelt the new nameservers on all the domains.

Please let me know your new nameservers at marc@mchost.com and i can forward all the DNS zones to the your new server.

Please excuse me if i am not answering to all your questions in this thread, but i can't be working on fixing these issues on our servers and talking in a 3rd party forum at the same time. Again, i am sorry for all the inconvenience. If you need any assistance moving your files/databses, etc. let us know.

I'm sorry if you didn't receive the announcements sent out over email for whatever reason, but there have been constant updates sent out about this issue as well as addressing the move to the new server and the email problems, which will be gone as soon as the move is complete.
If you read my post, I said that I don't understand why you don't post these announcements in your Announcements And News as well. You do not address any email problems in your posts.

Please let me know your new nameservers at marc@mchost.com and i can forward all the DNS zones to the your new server.
Don't bother. I'm looking after it myself so I know it gets done.

Please excuse me if i am not answering to all your questions in this thread, but i can't be working on fixing these issues on our servers and talking in a 3rd party forum at the same time. Again, i am sorry for all the inconvenience. If you need any assistance moving your files/databses, etc. let us know.
Well perhaps if you were this prompt in answering my support tickets and my posts in your forum, you wouldn't have to waste time answering in a 3rd party forum, would you? Perhaps you wouldn't have as many irate customers. Why is it that I can elicit a response from you in 30 minutes or less at WHT, but I can't get the same results at your help desk or McHost Forum?

Providing a prompt response at WHT does not demonstrate that you provide prompt service. It just means that you pay far more attention to how you look in the public eye, rather than giving your customers the attention and service they are paying for. You're not fooling anyone.

This is not meant to be a vindictive mud-slinging thread. You run your business the way you want, Marc. I don't care. It's your business, your headache. But when you affect me and my business directly, when I can't seem to get a reply from you until I post in a 3rd party public forum, and when you finally do respond, you do not address all my questions, then you're going to get a reaction from me. Like it or not.

This looks like a mud-slinger to me.

I would like to add that this is the only thread opened about MCHost that complains about this particular issue. Seems like MCHost has been keeping most of their people happy. Obviously, you're not happy, but the effect of this thread seems to be more of a mud-slinger, IMHO, than a reasonable request for help.

Lurleene, you know not of what you speak. It is not in my nature to air dirty laundry in public...unless I'm pushed to doing so.

I would like to add that this is the only thread opened about MCHost that complains about this particular issue. Seems like MCHost has been keeping most of their people happy.

Are you a McHost customer? If so, do you read the threads in their forums? Yup, tons and tons of happy resellers who are just thrilled to see their own customers dropping off one by one.

And if I sound harsh in this thread, it is because I take great exception to watching my business suffer in the hands of others. Keep in mind that if Marc had replied to my support tickets or McHost Forum posts as promptly as he did here, you never would have seen me post about it here. I would have quietly moved to another host, and that would be it. I don't tend to squack in public...

Originally posted by Lurleene
This looks like a mud-slinger to me.

I would like to add that this is the only thread opened about MCHost that complains about this particular issue. Seems like MCHost has been keeping most of their people happy. Obviously, you're not happy, but the effect of this thread seems to be more of a mud-slinger, IMHO, than a reasonable request for help.


Way off-beam ... there have been many problems with MCHost since the begining of the year and many resellers are really pulling out their hair. Recent posting from "Websnail" suggesting "don't host with MCHost before end of May" shows the chaos he sees there at the moment and I agree.

http://www.webhostingtalk.com/showthread.php?s=&threadid=37830&perpage=15&highlight=web%20snail&pagenumber=2

No doubt Marc and Co are trying but for whatever reason, just one problem after another ... only so much you can put up with. Many complain of long wait times for support, information and communication this leads to frustration, like this post shows ... hope it gets better soon for everyone's benefit.

i have been with MChost for many months now and their service has been nothing but excellent even in the past few days. i under stand both sides though. if i was on the las vegas machine i would be frustrated too and i can imagine this isnt fun for MCHost staff either.

i think you could call it a major issue with one of their servers (i have accounts on 2 of their servers) but i wouldn't call it a complete chaos. i believe they are in the progress of hiring 5 or so more support staff in the next days. i myself wouldnt go with any of the small companies here that still need to go through growing pains and i agree that was posted in another thread if a company is bigger there will be more issues and complaints if something goes wrong.

for me, they've been great. if you dont like it find something else :)

Originally posted by Lurleene
This looks like a mud-slinger to me.

I would like to add that this is the only thread opened about MCHost that complains about this particular issue. Seems like MCHost has been keeping most of their people happy. Obviously, you're not happy, but the effect of this thread seems to be more of a mud-slinger, IMHO, than a reasonable request for help.
It's just someone blowing off some steam which he's entitled to blow off IMO. I don't see any "mud-slinging". :)

Yes, Aussie Bob. You're right
I guess some people may not realize just how much steam needs to be blown off:

1. I watched $1200 in newsletter advertising dollars get pi$$ed down the drain last weekend because my site was down when the newsletter went out.

2. Yesterday I got a call from a local business organization with whom I've been successfully negotiating (for the last month and a half) to provide web hosting to each and every one of its 73 business members. They have suddenly decided to "look for more reliable hosting services" due to the apparent lack of uptime in my own site. 73 new customers down the drain. Just like that.

Yes, I'd say there a bit of steam to blow off...:angry: :angry: :angry: :angry: :angry:

After reading that, I can see why you are pissed off. I understand about the stress that accumulates from having a bad hosting provider, especially one that does not identify or appear to care about your business.

I was on the verge of your situation 3 weeks ago when I signed up with a crappy provider. After 3 weeks of constant problems happening. I packed my bags (well my megabytes), ran to WHT (well found it, thank god), found another reseller and parked my bags somewhere else. Than, I had the privilege to say KISS MY A** to the old host (well not exactly, but you get the point).

I've had to move hosting companies twice in less than 3 weeks. I thought I did my research, but I guess you should always double check! :angry:

But now I’m the happiest person on the planet, because the new place is great, and they have done everything I asked for within the first day and all stress from old host is gone. Wait, what old host! I had another host? Your time will come!
Good luck and I hope this situation is over with for you quickly! :D

Originally posted by Kiwi
As you probably know from the email announcements...

I know that I have encountered the same mistake in the past and I thought this may have been overlooked. Wouldn't it be difficult for someone to receive email announcements when email is down?

I'm not trying to stir up anything further. I just know that things like this can be easily overlooked especially when you're in a rush to fix a major problem.

Good luck to both of you as you resolve your current dilemmas.

In all fairness to McHost, that was my fault. If I provide an email address to receive notifications of downtime, it's not very smart of me to give an address that would be down when the server is down.

What I should have done was get a Hotmail or Yahoo or some other account that is off-server.

Vito, just a thought, why didn't you just keep the existing nameservers and simply update the IP's for them at your registrar?

It would have been much less work that way.

As your clients would automatically get routed to the correct server without DNS changes - You only have to change your name server IP's with your registrar.

Hope all is getting sorted out now, I feel for you I really do.

Thanks Dotcomsnz:
Geez I wish I knew earlier to do that. But it's kinda too late now. Requests have already been placed for dns changes, and much of the moving of the sites to a new host has already been done.

Live and learn. Thanks for the info, though.

Vito

So as I now wait 1-2 days for dns propogation, I see that when I try to go to any of my sites, I get a 404. When I try to ping any of the sites, I get unknown host mydomain.com . When I do a tracert, I get unable to resolve target system name mydomain.com.

Can anybody explain what has happened? I don't know how to interpret this.

Geez, this is gonna drive me to drinking...

vito.. I apologise, I am very slack at checking PM's here.. in fact I never do, which is dumb... I have sent a couple of emails via the link below..

Originally posted by vito
Yes, Aussie Bob. You're right
First time for everything I guess. :eek: :D
I guess some people may not realize just how much steam needs to be blown off:

1. I watched $1200 in newsletter advertising dollars get pi$$ed down the drain last weekend because my site was down when the newsletter went out.
Ouch :bawling:
2. Yesterday I got a call from a local business organization with whom I've been successfully negotiating (for the last month and a half) to provide web hosting to each and every one of its 73 business members. They have suddenly decided to "look for more reliable hosting services" due to the apparent lack of uptime in my own site. 73 new customers down the drain. Just like that.
Ouch again :bawling:
Yes, I'd say there a bit of steam to blow off...:angry: :angry: :angry: :angry: :angry:
Yes, you had an unfortunate run there with the server problems. Sometimes life just plain sucks. :(

Vito, you really need a dedicated server for that level of marketing and service provision - Check out the dedicated specials here - $99 per month + $50-$75 for cpanel will get you a very nice server...... and peace of mind.

I've often thought about my own server. Unfortunately at this point I do not have the sysadmin skills to run my own server. :(

Originally posted by Dotcomsnz
Vito, you really need a dedicated server for that level of marketing and service provision - Check out the dedicated specials here - $99 per month + $50-$75 for cpanel will get you a very nice server...... and peace of mind.

Did you not read the rules? *points to advertising forum*


Im in the reseller section now, I see several announcements about vegas including details on the movement of files...

The do have announcements via email - assuming you signed up to them on the non-mchost email address it asks you to...

AcidHL:
Did you not read my posts?
I know there are thread dealing with moving sites to another server. I read that. But I'm not interested in moving to another McHost server. I want to move to another host. Which is what I'm doing. And in none of the threads did they address how to get my email working again.

And I already addressed the issue of getting an off-server email address.
In all fairness to McHost, that was my fault. If I provide an email address to receive notifications of downtime, it's not very smart of me to give an address that would be down when the server is down.

acidHL,

I was not procuring business, it was a general comment to have a look at the advertsing forums - I was merely stating how cheap one can pick up a server.

Ok

I have not spoken until now. In fact I have not been interested to discuss it here.

This is more than 7 days that our websites at mchost are down.

In one word "Mchost has destroyed" our business. We have lost 20 of our best customers along with 2 account resellers.

Wht we can tell and how we can describe that after 7-8 days we have not been able to do anything?

Sites are down yet. Customers go one bye one and i pay them back for entire 1 year period that they have paid.

How do you judge about a company that have not been able repair websiites after 7-8 days? Do they have any plans at all?

I admit that they have done everything they can but this shows that they can not be a quality hosting company. They do not have any plans for such a situations.

I don't know what to do and what to say?

You can not imagine what I tell ? I see the business I have made during last year being destroyed .

....


Mac

sarmadys: Please check our mailing list for the announcement on the server more.

Originally posted by sarmadys
Ok

I admit that they have done everything they can but this shows that they can not be a quality hosting company. They do not have any plans for such a situations.

Mac

If a server is not working after 24 hours of pain something should have been done then?

I see nothing but bad advice and bad actions.



Darren

All domains are moved to the new machine; some accounts however are experiencing DNS problems (thanks to CPanel) which we're sorting out niw, domain by domain. Please check our forums or mailing list for further updates.

Originally posted by Kiwi
All domains are moved to the new machine; some accounts however are experiencing DNS problems (thanks to CPanel) which we're sorting out niw, domain by domain. Please check our forums or mailing list for further updates.

Marc please reply to my email.. it's been over a week now.

(Sorry, I had to post here because I can not get ahold of you any other way.. )

I wont even bother posting the problems that I have been having(there are too many to post).........

but I am posting here because I have a ticket which I am waiting for.....and no response -> yet I see MCHOST posting here..........come on, this is ridiculous......it is much easier for me to get my problems answered here than on the helpdesk......

Marc,

Announcement do nothing for me. I need some working websites
:o :o :(

After 5 days of serious problems (about 7-8 days of different problems) what can I do with announcements. I do not have enough remaining energy to check mchost forums and my emails for disaster updates and news from lasvegas server or finji or ... anymore.

No more need to check for announcements. It seems it will not work this week. :D

I am sorry marc, you have helped me very much in the period I was with your company but your company (not you) have not doen well. You have replied all my tickets within 1-2 hours and have helped with custom module installations etc. But this down time has destroyed reputation of my new company.

We had a 11 hours down time on lasvegas last month (or 1.5 months ago). I am not able to describe a 10-40 hours down time to my cutomers each month. I really can not do this.

Again I admit that Marc, Davin and everyone in mchost have done their best to solve problems but we have not had any results in hand.

Regards,
Mac

Just a note concerning DNS:
For the domains I have on the zoneedit.com free dns service my dns entries activate quickly and with ease. I recently added a subdomain and it resolved within 60 seconds. Ip changes are also fast (but subject to the same chache delays as everywhere). My registrar seems to update the dns database at night but zoneedit reloads/updates immediately.
Gary

Originally posted by Dotcomsnz
acidHL,

I was not procuring business, it was a general comment to have a look at the advertsing forums - I was merely stating how cheap one can pick up a server.

Apologies - Looked like a quote :P

An interesting thread ...

Disclaimer: I have an account with MCHost ("as in MC Hammer, not McDonalds." I loved that.)

When I read this thread I notice that people have signed up to use MCHost, aren't happy and want to move on. No problem in that.

Digging into the thread further I see people basing lots of business (possible 70+ accounts) on MCHost. My first thought it you get what you pay for.

The highest costing account posted at MCHost is $100 a month. For $100 a month people expect sterling uptime, dynamic and responsive support and rock solid performance for a stable of accounts. Wow.

Someone mentioned getting your own server. A great idea, but yes, the admin part of it is an issue if you don't have the technical acumen. But there is a way out of that. You could take some of the money from the accounts and hire a part time admin. There are many people on this board who fit that bill, just post a request in the JOB OFFER section.

This is how it all starts. First all the companies grow. Then a server goes down for 5 minutes, then 10, then 20. Then customers start complaining. Then the host decides to move and they become a bad host.

:)

pgrote:
Point well taken. In life, you usually do get what you pay for. But there is a limit. There is always a certain minimum that you expect regardless of how little you are paying.

On the other hand, with another host, I have 2 GB space and 50 GB bandwidth for $60 per month. Pretty competitive, no? And I get excellent uptime and service. I don't feel I'm having to "settle" for less at all...

Digging into the thread further I see people basing lots of business (possible 70+ accounts) on MCHost. My first thought it you get what you pay for.
You misunderstood. I never said I was planning to put those accounts onto a McHost server. But since my hosting site was at McHost, their opinion of my ability to provide them with reliable hosting was based on my site's uptime. Unfortunately, they were not impressed, and decided to walk.

Vito,

You're the man ... I didn't even think of the fact you wouldn't host the systems there.

I am sorry to hear about your issues and I hope you can spin it so that the prospect gives you another chance.

I am sorry to hear about your issues and I hope you can spin it so that the prospect gives you another chance.
No such luck...:bawling:

I've already tried to appease them and regain their confidence. Nothing doing. Unfortunately, I'll never again have the opportunity to earn their business.

Suck it up and move on, right?

vito: Just to explain you our situation here; the hardware failure wasn't our fault, we are not happy about it either and there is no reason why we would want to ruin your business. We have tried our best to get the machine running fine again before moving all resellers and their clients to a new server but unfortunately this was not possible.

We're not in this business to make a lot of revenues fast and then close down and run away the next morning, we do work hard but bad things can happen to anyone and anytime. If they do happen, we all try and make the best out of it and i believe our decision to go move all customers to a new machine was the right one in that moment. I understand that you are angry at us and you have every right to be. Believe me, this situation has been and is still just as frustrating for us as it is for you.

Marc:
I feel no anymosity toward you personally. I chose to sign up with you, and ultimately, my success or failure is based on my decisions, nobody else.

I'm just not a big fan of how you run your business, that's all. I think that regardless of how many servers you have, you should be better equipped to handle problems that arise. If I ran your company, I'd put far more emphasis on setting up the necessary contingency plans for crisis management. I'd concentrate alot more on servicing the existing customers to excess, rather than looking at growth. I'd make sure that no support ticket ever exceeded "x" hours. And I'd set the value of"x" whereby my company becomes known for its exceptional response times.

But that's just me. Marc, you have to run your business the way you see fit. It just doesn't meet my requirements or expectations.

And with regards to posting here at WHT, it was out of utter frustration since I was not getting resolution through the traditional channels. It is not my nature to rant in public.

I wish you well in your business.

Vito

I have to sympathise with kiwi on the hardware issue, there have been a lot of problems lately with hardware and a lot of companies have been affected as a result... mcchost seem to have made the right decision by switching to a new server rather than trace the faults... that's good.

It's no compensation I know, but it really isn't the hosts fault sometimes, disregarding other issues - It seems like bad luck all round. I'm sure MCHost don't want bad publicity as you don't either.

Just to explain you our situation here; the hardware failure wasn't our fault

No one is blaiming MCHost for hardware failure. It happens. But what people are complaining about is the turn around time to fix it. Daniel summed it up in an earlier post here -

i've moved entire servers and all within about 14 hours at most, and most of that time was spent transfering about 40 gig worth of data between them and thats when i used tarballs rather than rsync and also when it was between datacenters and not on a local connection.....

Drives as well as SCSI controllers have been completely replaced 3 times; hardware still failing. Thats when we decided to move to a brand new machine.

Drives as well as SCSI controllers have been completely replaced 3 times; hardware still failing. Thats when we decided to move to a brand new machine.

Are these built by you or are they Dells or something? Just curious.

Huh? This register.com problem still exists? Oh boy. I had a terrible time going through it last time. But, I was not able to successfully transfer my domain. I was able to manage changing the info with the help of the host (valuablehost) who contacted them for me.

Yes. They require confirmation everytime you make changes (even to your email address). The best option is to call them. And make your assertion very clear.

Good luck!

EDIT: Sorry if this got you off momentum.

Originally posted by ToastyX
It's MCHost as in MC Hammer, not McDonald's. ;)

Anyway, I haven't had any experience with register.com, but why can't you just change the e-mail address? Do they require confirmation to change your e-mail address? If so, that's really stupid. You'll have to contact register.com if that's the case.

Originally posted by Dotcomsnz
acidHL,

I was not procuring business, it was a general comment to have a look at the advertsing forums - I was merely stating how cheap one can pick up a server.
Yes, Dotcomsnz was just pointing to the ad forum here. :)

Originally posted by Aussie Bob

Yes, Dotcomsnz was just pointing to the ad forum here. :)

Thanks...... :)

Originally posted by pgrote
My first thought it you get what you pay for.

The highest costing account posted at MCHost is $100 a month. For $100 a month people expect sterling uptime,

Someone mentioned getting your own server. A great idea, but yes, the admin part of it is an issue if you don't have the technical acumen.

- For about $100/month you can obtain a dedicated but we get a server with more than 10-20 resellers.

- No sterling uptime, just 99% that is guranteed would be enough! It was impossible to see me here nagging with even 98% uptime.

- You must get a real working service for whatever you pay.

- If you were on las vegas I am sure your opinions was not these posted here.

>Just to explain you our situation here; the hardware failure wasn't our fault, we are not happy
>about it either and there is no reason why we would want to ruin your business. We have tried
>our best to get the machine running fine again before moving all resellers and their
>clients to a new server but unfortunately this was not possible.

It's never their fault.

+A kid hacks in and deletes important stuff

+Windows servers in the data center get DOS'd (bringing down
their Linux servers)

+A supposedly redundant network backbone connection is hit by a
train and takes their servers with it

+A hard drive fails (bringing a server down for over a week)

+Cpanel suddenly starts puking "errors" taking the server down

+/etc/passwd suddenly has errors

+Accounts disappear

+They're up late valiantly trying to fix things so just be patient (after a week)

+The data center is staffed by evil people who tell lies


I'm a surgeon. Let me try their logic next time:

+A kid got into the operating room and started throwing scalpels

+Homeless people went out back and turned off the oxygen supply

+Utility power went out and the respirator just shut off

+The file cabinet fell over and we can't find your chart

+The diagnostic equipment is hard to use and lights started flashing that
we didn't understand

+I worked late today because of all of those things, so sympathise with me

+The nurses are saying things are done that aren't

You see? It's not our fault that you're dead. Stuff happens.

MCHost, you shouldn't try to get the customer on your side because you're working so desprately hard. You don't have the hardest job in the world. If someone lost $1000 in business, your sorry won't return it.

Originally posted by Dotcomsnz


Thanks...... :)
No worries. :cool:

Originally posted by Shyne
MCHost, you shouldn't try to get the customer on your side because you're working so desprately hard. You don't have the hardest job in the world. If someone lost $1000 in business, your sorry won't return it.
I'd say it's IS a very tough job. Not the "hardest in the world" though but never the less, an extremely demanding position.

I doubt whether Marc gets a good nights sleep much these days and as far as a personal life goes - forget it. There's only so much you can outsource to others. I don't think you realise the commitment and sacrifice involved here.

You need an extremely understanding wife/partner for this business. :)

Originally posted by Aussie Bob

You need an extremely understanding wife/partner for this business. :)

Heh heh... I used to know a guy called Aussie Bob.. a very hard man he was.. ;)

Anyway, you're right about the 'understanding partner' [we need 'Registrar Lock' for a spouse eh?] , but it's hard to win a customers goodwill if they think that you had something to do with them losing some moolah.. or worse, credibility..

Originally posted by Shyne
MCHost, you shouldn't try to get the customer on your side because you're working so desprately hard. You don't have the hardest job in the world. If someone lost $1000 in business, your sorry won't return it.

I'm not trying to get customers on anyone's side, i have simply explained our position in this. Ultimately, it is the customer's decision if she/he decides to remain with us or move to another host. I might not have the hardest job in the world ...a 20 hours day is sometimes very relaxing.

If the job is too hard then dont do it.....you have to think about what you are getting into before you do it........

<edit> done </edit>

Originally posted by Kiwi
I might not have the hardest job in the world ...a 20 hours day is sometimes very relaxing.
Yep and those 4 hours leave a lot for a "life", don't they?? For your sake Marc, I hope you can soon unwind and cut back on the hours a bit. Life is more important that business after all. :)

I just spent a couple of days away from the office [laptop with me] down at the Gold Coast [Australia]. Man, the beaches were so beautiful. :)

Originally posted by felix220


Heh heh... I used to know a guy called Aussie Bob.. a very hard man he was.. ;)

Anyway, you're right about the 'understanding partner' [we need 'Registrar Lock' for a spouse eh?] , but it's hard to win a customers goodwill if they think that you had something to do with them losing some moolah.. or worse, credibility..
I learned my lesson when I ran my own building company. 16hr days and not spending quality time with your family. It's just not worth the sacrifice IMO. Life is way toooooo short for this Aussie Bob!! :D

Originally posted by 21inchguns
If the job is too hard then dont do it.....you have to think about what you are getting into before you do it........

I like my job, really. Its sometimes very hard but i think if i would start everything again and pick a job, i would most probably do it again ;) I like working ...i couldn't just sit around all day.

Insomnia is definitely an advantage on your cv when going for a job at a hosting company -It's a fact!! :)

Originally posted by Dotcomsnz
Insomnia is definitely an advantage on your cv when going for a job at a hosting company -It's a fact!! :)

Nice to know I'm not alone! :)

I just spent a couple of days away from the office [laptop with me] down at the Gold Coast [Australia]. Man, the beaches were so beautiful.

I have been to the Gold Coast. I am pretty sure it wasn't just the beaches that were beautiful. :)

Originally posted by UmBillyCord


I have been to the Gold Coast. I am pretty sure it wasn't just the beaches that were beautiful. :)
*cough* I'm a married man and I no longer see those objects of incredible beauty that you mentioned. :buck: :D

Originally posted by Aussie Bob

*cough* I'm a married man and I no longer see those objects of incredible beauty that you mentioned. :buck: :D

he..he.. The lookings OK, so long as you don't touch my wife keeps telling me anyway.....:)

I love the Gold Coast I vist at least twice a year.. one for business and one for pleasure. Same as Aussie Bob laptop by the side and mobile connection to the world!

Next time around december you see a clown on the beach trying to figure out how to read the screen due to glare come say "hello" it would be me for sure.

In this business you cant get no SLEEP or have a normal life... just ask anyone that runs there own business and is in the first or second stages of the business cycle...

The best way to stay alive and have a life is get people you trust working for you. yes its probably cost you but hay, you want to make customers happy you have to spend the cash.

Honestly for every server you should have a person in charge of it... at the moment i have 4 people... Yeah it takes some money out of my pocket but it keeps me saine!

I love the industry but it can take a toll out of your life if you dont start it the right way!

Good luck Marc and Customers who are departing.

Originally posted by Choppy
I love the Gold Coast I vist at least twice a year.. one for business and one for pleasure. Same as Aussie Bob laptop by the side and mobile connection to the world!
Actually I could never get that darn mobile to work with my laptop. Too slow anyways, so I just find a landline to jump into. :)
Next time around december you see a clown on the beach trying to figure out how to read the screen due to glare come say "hello" it would be me for sure.
hehe. *kicks sand in your face* :buck: :D
In this business you cant get no SLEEP or have a normal life... just ask anyone that runs there own business and is in the first or second stages of the business cycle...

The best way to stay alive and have a life is get people you trust working for you. yes its probably cost you but hay, you want to make customers happy you have to spend the cash.
I just put on my first tech support guru. It's an hourly rate agreement etc. Takes the load off somewhat. :)
Honestly for every server you should have a person in charge of it... at the moment i have 4 people... Yeah it takes some money out of my pocket but it keeps me saine!
And that's a good thing!! :)
I love the industry but it can take a toll out of your life if you dont start it the right way!

Good luck Marc and Customers who are departing.
Yes, I love the hosting business too. Every day I get all these nice folks depositing money into my account. Actually during my recent trip to the coast, I had a spurt of new accounts somehow. It was a pleasure to keep busy on the laptop with a view of the beach and ocean. *dreams of Gold Coast office with views* :)

*dreams of Gold Coast office with views*

Dreams of Surfer's Paradise meter maids. :D

A few years and you can enjoy the beaches of Brazil or France.

Originally posted by UmBillyCord
Dreams of Surfer's Paradise meter maids. :D
I have absolutely no idea what you mean. :buck: :D ;)

I actually had a chat to one of them while I was there. I was asking how business was etc. She was really quite intelligent. She's getting a degree in business management at some Uni and she does this part time to pay some bills etc.

On the Gold Coast, there's a war between the Meter Maid companies. It's pretty bitter too. Law suits etc. Real catfight stuff!! :)

i dont get what Marc's sleeping time has to do with anything? I personally couldnt care less if you slept 1 hour a day or 24 hours a day... as long as my site is hosted properly, then it really doesnt concern me.
If your not getting enough sleep AND support tickets are taking forever... then maybe its time you got some new staff (BTW, i dont mean just 'saying' you got new staff, i mean actually GETTING them). I think everyone knows what sort of downtime to expect from MChost; but its been 5 days since the mysql problems have started arising on one of the servers, and you still have not done anything about it! Maybe your sleeping in? :rolleyes:

Originally posted by Magic
i dont get what Marc's sleeping time has to do with anything? I personally couldnt care less if you slept 1 hour a day or 24 hours a day... as long as my site is hosted properly, then it really doesnt concern me.
If your not getting enough sleep AND support tickets are taking forever... then maybe its time you got some new staff (BTW, i dont mean just 'saying' you got new staff, i mean actually GETTING them). I think everyone knows what sort of downtime to expect from MChost; but its been 5 days since the mysql problems have started arising on one of the servers, and you still have not done anything about it! Maybe your sleeping in? :rolleyes:
Ok, the thread is back on track!! :buck: :D

I have an office and home on the Gold Coast and one in the mountains of Arkansas.

Thing is you live here and never get to the beach.:angry:

Spend all day and night pasted to the puter. Oh well one of these days.

Monte

Originally posted by Monte
I have an office and home on the Gold Coast and one in the mountains of Arkansas.
Where is Arkansas??
Thing is you live here and never get to the beach.:angry:

Spend all day and night pasted to the puter. Oh well one of these days.

Monte
:laugh: serves you right then. Probably too busy counting all your money anyways!! :D ;) :laugh:

Hot Springs Ar.

I got kidnaped by an Aussie lady and ended up getting married again. She said she was taking me to paradise.;)

Where are you in OZ?


Oh well better let them get back to raising hell with Mchost..

Originally posted by Monte
Hot Springs Ar.
Ohhhhh. :)
I got kidnaped by an Aussie lady and ended up getting married again. She said she was taking me to paradise.;)
So ya stole on our Aussie women hey??? :D
Where are you in OZ?
Toowoomba. 2hrs north of Gold Coast. :)
Oh well better let them get back to raising hell with Mchost..
:laugh: :laugh: :eek:

Originally posted by vito
Yes, Aussie Bob. You're right
I guess some people may not realize just how much steam needs to be blown off:

1. I watched $1200 in newsletter advertising dollars get pi$$ed down the drain last weekend because my site was down when the newsletter went out.

2. Yesterday I got a call from a local business organization with whom I've been successfully negotiating (for the last month and a half) to provide web hosting to each and every one of its 73 business members. They have suddenly decided to "look for more reliable hosting services" due to the apparent lack of uptime in my own site. 73 new customers down the drain. Just like that.

Yes, I'd say there a bit of steam to blow off...:angry: :angry: :angry: :angry: :angry:

I see your point but - why did you sent out the newsletter when you knew that maintenance and everything was going on? If I would have been in your position I would have rather played safe. I watch my host all the time - if I smell trouble I reduce things like advertising to make sure that I do it at the right time.

The Fish

He wasn't that stupid! - It's a communication problem!

Originally posted by TheFish


I see your point but - why did you sent out the newsletter when you knew that maintenance and everything was going on? If I would have been in your position I would have rather played safe. I watch my host all the time - if I smell trouble I reduce things like advertising to make sure that I do it at the right time.

The Fish


:eek:

If you "Smell" trouble?

One needs more communication from your host than how they smell.

There was a serious communication issue that evolved around this particular server problem.

This user mentioning that they had sent out the newsletter was in advance of anything smelling bad. (Know what you're talking about before you advise someone who will plunk down for that spread of advo)

There was several things that we were told, and also several things that did not materialize.

And everything boiled down to Burst dropping the ball apparently.

It was handled very poorly and continues to this day.

Originally posted by TheFish


I see your point but - why did you sent out the newsletter when you knew that maintenance and everything was going on? If I would have been in your position I would have rather played safe. I watch my host all the time - if I smell trouble I reduce things like advertising to make sure that I do it at the right time.

The Fish

Well, the fact of the matter is that I did not have absolute control over sending out the newsletters. It wasn't my newsletter. I secured ad placement in a few newsletters over 3 weeks ago. At that time, there was no way to anticipate the problems that occurred.

Hindsight is always 20/20. Unfortunately, the timing worked against me.

Vito

Originally posted by vito


Well, the fact of the matter is that I did not have absolute control over sending out the newsletters. It wasn't my newsletter. I secured ad placement in a few newsletters over 3 weeks ago. At that time, there was no way to anticipate the problems that occurred.

Hindsight is always 20/20. Unfortunately, the timing worked against me.

Vito
If you explain your unfortunate situation to the owner of the newsletter and do some grovelling, they might rerun your ads when you're ready again. it's worth asking them anyways. :)

Good bit of advice, Aussie Bob, I'll try it. Even if I get a portion, it'd be worth asking.

No shortage of wisdom in the land down under...


Vito

Its because we are UP SIDE DOWN thats why all the wisdom here!

All the blood and oxygen gets to out brain quicker! :D

I have heard many Stories of OZ ladies kidnapping, even our dingos kidnapp babies why cant our women! :o)

Were based in Sydney...
-------------------------------------------------

ON TOPIC:

Its a fact of business doesnt matter how many people are working for you (My staff are excellent thumbs up) That no one can take care of your business the way you do.

That is why you cant hold off the stress and the lack of sleep! ;)

If this doesnt break MCHOST it will only make it stronger!

What i dont understand if there going to offer managed dedicated servers etc, they should of put the resellers on one of them for the time being.

I feel sorry for all the resellers on this server because each of them have another 10-50 each customers telling them off... etc.

As soon as this is over im sure a better backup or crisis solution must be written up by the MCHOST people.

Good luck to all involved once again!

Originally posted by vito
[B]Good bit of advice, Aussie Bob, I'll try it. Even if I get a portion, it'd be worth asking.
"Ask and it shall be given....." You may as well give it a shot. You've got nothing else to lose. I find most folks on the net these days are understanding and will cut you some slack. :)
No shortage of wisdom in the land down under...
hehe. Aussie, Aussie, Aussie - OY, OY, OY :D

Originally posted by Choppy
What i dont understand if there going to offer managed dedicated servers etc, they should of put the resellers on one of them for the time being.
The managed boxes will come under MCServers.com. But they do also manage heaps of boxes for clients jumping from the reseller accounts to semi-dedicated boxes [5 bodies per box] though to full boxes. There's also VirtualCP.com coming as their foray into the lucrative world of server management software.

Marc will indeed end up taking over the whole world. I've seen the blueprints for his plans for total world domination!! :D ;)

My question all along has been how can MCHost handle managing dedicated boxes for clients, when they can't handle supporting the 1000+ resellers they already claim to have with any reasonable response time?

It's no secret to any of their clients who read their forums that there have been many periods recently when their 24x7 support is nowhere to be found (servers down for hours before anyone notices) - I'd hate for one of those windows with nobody on the helpdesk to happen when my server is down.

If my box goes down (which MAYBE they make $100/month on), and one of their boxes with 50+ resellers at $35/month goes down at the same time, knowing how shorthanded their support is, which one do YOU think they'll have up first?

Originally posted by qdh
If my box goes down (which MAYBE they make $100/month on), and one of their boxes with 50+ resellers at $35/month goes down at the same time, knowing how shorthanded their support is, which one do YOU think they'll have up first?

You get this little feature called remote reboot ;)

Remote reboot doesn't help much when a hard drive fails (remember LasVegas last week)?

And, last I heard, DV2 is about 2-dozen APCs short right now - are you getting them with all your boxes from day 1?

Originally posted by qdh
one of their boxes with 50+ resellers at $35/month

Is this true that there are 50 resellers on a single box???

The target figure is 25 max, you can adjust this if the resellers that are on the box do not run scripts, or generally aren't very active.

Originally posted by sarmadys


Is this true that there are 50 resellers on a single box???
Yes this IS true... i actually counted them for one of the servers once and it was over 50.

about McServers.com ... well this i why i think that the title of this thread is very appropriate, because it is a McJoke! When you cant run your resellers, how do you try to run managed servers? Anyone going from a reseller account at mchost to a managed server, is like jumping out of the frying pan and into the fire.

Originally posted by qdh
Remote reboot doesn't help much when a hard drive fails (remember LasVegas last week)?

And, last I heard, DV2 is about 2-dozen APCs short right now - are you getting them with all your boxes from day 1?

I can have a box up and running with APC within 2 hours, anytime; either DV2 or 2 other datacenters. If you grep on the machines, you might see 50+ reseller config. files, but remember that CPanel won't delete the config. files of the resellers you terminate - so its not the actual # of current active resellers.

It's no secret to any of their clients who read their forums that there have been many periods recently when their 24x7 support is nowhere to be found (servers down for hours before anyone notices)

Yes, there have been situations like these on the past, but since over a month, we always have a support staff online at any time, 24/7 ..plus another 10 dedicated support staff members working in 3 shifts starting at the end of this week, i believe we're staffed pretty well for our size :)

Originally posted by Shyne
This is how it all starts. First all the companies grow. Then a server goes down for 5 minutes, then 10, then 20. Then customers start complaining. Then the host decides to move and they become a bad host.

:)

Isnt this what WHT is known best for :) to bring good named companies to their knees? :confused: this thread speaks for itself and proves my point

Originally posted by AlaskanWolf


Isnt this what WHT is known best for :) to bring good named companies to their knees? :confused: this thread speaks for itself and proves my point if it was a matter of 20 minutes of downtime, there wouldnt be a problem... its the fact that the major dowtimes, ie 5+ hours, are now becoming a regular occurance... either because of a network problem, hardware failure, spammer or whatever.

Originally posted by Magic
if it was a matter of 20 minutes of downtime, there wouldnt be a problem... its the fact that the major dowtimes, ie 5+ hours, are now becoming a regular occurance... either because of a network problem, hardware failure, spammer or whatever.

As mentioned in another thread, i have offered you as well as other clients to move to a different machine in a different data center and according to your own words this was "110% unacceptable". I have tried everything i could to offer you more reliability for your accounts, but ultimately the choice is yours. 5+ hours downtime is not a regular occurance, but the lasvegas machine due to the hardware issue is the only one that has experienced this.

If you're not satisfied, i am sorry ...we cannot keep each of the 1000's of clients 100% happy ...just let me know and i'll provide you with a refund and i will help you look for another hosting provider and ensure a smooth transfer of your accounts. :)

Originally posted by Kiwi


I can have a box up and running with APC within 2 hours, anytime; either DV2 or 2 other datacenters.



hmmm............


It all comes down to disaster recovery procedures and customer communication. Unfortunately experience still shows these all need improvement.

Also I've experienced faster response times/acknowledgement from WHT versus MCHOST's own forums/helpdesk odd huh?


Hopefully not only will MCHOST learn from these experiences and actually take visable verifiable action but other Hosts/hostwannabees can learn as well.

d
http://www.view3d.tv

In my view this is getting childish and ridiculous. I own several accounts on different servers and a dedicated server for my high end clients with MCHost too overall im happy. They have a reputable company and i see all this bashing (like it is becoming common with all large and reputable companies on WHT) just because you are jealous or have another problem. Get a life. If you dont like the service with any company just leave thats how it works. if they didnt know how to run reseller servers then they wouldnt ave got so far in this industry in a short time. you should open your eyes and learn something.

Originally posted by Magic
if it was a matter of 20 minutes of downtime, there wouldnt be a problem... its the fact that the major dowtimes, ie 5+ hours, are now becoming a regular occurance... either because of a network problem, hardware failure, spammer or whatever.

Like I said, any many reputable companies agree with me, WHT is the place to throw mud and bash hosting companies. 1 out of 2000 posts do you ever see anything good spoken of a company.

Many old time regular posters came to disappear from these boards as of late, and WHT is more about gaining posts then anything else (Example: 100th post "lets party" ..... "500th post" then all the posts after that commending the guy making his small ego even larger.

My grandmother will roll over in her grave the day WHT stops allowing company bashing

delete please

Originally posted by chrisb
2) Be more apologetic, admit your errors[if any], and inform your customers more thoroughly.

Well, if you look back at the original post of this thread you will see that there was a misuderstanding in communication during the lasvegas server issue. We have kept all clients informed through our mailing list on which vito was signed up for, but unfortunately with an on-network email address, so he could not receive any announcements.

Originally posted by Kiwi


Well, if you look back at the original post of this thread you will see that there was a misuderstanding in communication during the lasvegas server issue. We have kept all clients informed through our mailing list on which vito was signed up for, but unfortunately with an on-network email address, so he could not receive any announcements.

Fair enough. I'll delete my post above. (I'm having a problem deleting posts here btw). Thanks for your response.

--Chris

Originally posted by AlaskanWolf


Like I said, any many reputable companies agree with me, WHT is the place to throw mud and bash hosting companies. 1 out of 2000 posts do you ever see anything good spoken of a company.


Well I happen to be in that 0.05% Wolf!

I was one of the first resellers of Splashhost and I was so happy I went around recommending Alan to everyone from Bill Gates to my barber; and I am so happy now with Focal hosting that I am inviegling my grandma to buy a dedicated server and put up her dog's pics on that!

But I agree with the spirit of what you are saying :)

Cheers
Balaji

Quote from original post...

"...Nobody responds to support tickets or posts in the discussion forum, maybe they'll respond here..."

Sadly it has been the experience of some that it is easier to get a response here than at MCHost! MCHost has even used this forum to make announcements before informing their own customers at their own site (eg major staff member leaving!).

It's easy to say "Why don't you just host elsewhere!" but it's frustrating to have customers chasing your heels because of continual downtime and problems. Who wants the problems of having to move dozens of accounts? If you pay an agreed rate for an agreed service then that's what you expect!

Sure some here are joining the bandwagon to flame but for MCHost customers the problems have been very real. Good communication would make it unneccessary for customers to post here.

Originally posted by sarmadys


Is this true that there are 50 resellers on a single box???
That's kiwi's business and none of our business really. :)

Originally posted by Kiwi
Yes, there have been situations like these on the past, but since over a month, we always have a support staff online at any time, 24/7 ..plus another 10 dedicated support staff members working in 3 shifts starting at the end of this week, i believe we're staffed pretty well for our size :)
Yikes, that's one heck of an investment there Kiwi. I used to run a building company and we had around 10 full time office staff and 50+ on-site workers, so I know about costs associated with staff. Scarey stuff indeed. :buck: :eek:

Originally posted by AlaskanWolf
Like I said, any many reputable companies agree with me, WHT is the place to throw mud and bash hosting companies. 1 out of 2000 posts do you ever see anything good spoken of a company.

Many old time regular posters came to disappear from these boards as of late, and WHT is more about gaining posts then anything else (Example: 100th post "lets party" ..... "500th post" then all the posts after that commending the guy making his small ego even larger.

My grandmother will roll over in her grave the day WHT stops allowing company bashing Sorry, but i strongly disagree there. The problem is that anyone asking for a reseller account on WHT is straight away told to consider MChost. That means more clients, and more problems, and the level of service decreases even further.
People need to be told when a company can no longer handle their clients, so that they dont make a mistake in choosing the wrong host.

Originally posted by Aussie Bob

That's kiwi's business and none of our business really. :)

Bob,

Much as I like the sense and humor in your posts, I disagree with you now.

It is the business of the customer to know how the server is being shared or utilized

When my hosting clients ask me how many sites I have on the server I tell them the facts and ask them to check the load for themselves

Cheers
Balaji

Originally posted by sarmadys


Is this true that there are 50 resellers on a single box???

Pretty close, if not more.

They claim 1000+ customers. A quick query against their name servers shows 18 'shared' servers. Give or take a few customers that may be on dedicated boxes, or sharing their 'semi-dedidcated' boxes, gets you right around 50 reseller accounts per box, on average.

Originally posted by grandad
MCHost has even used this forum to make announcements before informing their own customers at their own site (eg major staff member leaving!).

There has been a direct question on here about one of our staff members and i have replied to it. Thats it. We don't need to send out a big announcement if a staff member doesn't work for us anymore. Feel free to drag this thread out for as long as you wish, facts are that we simply cannot leave everyone 100% satisfied, sometimes frustrating things can happen but in my view we do are doing something right and most of our clients are satisfied. If you are not, let us know and we'll help you find another hosting provider and assist you with transferring your files.

If you have any further questions, feel free to contact me at marc@mchost.com :)

Originally posted by MotleyFool
[B]

Bob,

Much as I like the sense and humor in your posts, I disagree with you now.
That's quite alright. You are only human afterall. ;)
It is the business of the customer to know how the server is being shared or utilized
You know it's a shared box and you know the owners of the box are running a business and must maximise profits as much as possible. Exactly how many sites and the load on the box is up to the good judgement of Marc and crew at mchost. It's a fine line to walk between harsh commercial realities and load levels indusive for smooth performance which lead to greater revenues. :)
When my hosting clients ask me how many sites I have on the server I tell them the facts and ask them to check the load for themselves
That's your choice then. Also remember it can take just 1 rogue site to bring down the whole damn box etc. It also comes down to what you think is an acceptable server load etc. :)
Cheers
Balaji
:beer:

Originally posted by AlaskanWolf


Like I said, any many reputable companies agree with me, WHT is the place to throw mud and bash hosting companies. 1 out of 2000 posts do you ever see anything good spoken of a company.

Many old time regular posters came to disappear from these boards as of late, and WHT is more about gaining posts then anything else (Example: 100th post "lets party" ..... "500th post" then all the posts after that commending the guy making his small ego even larger.

My grandmother will roll over in her grave the day WHT stops allowing company bashing

To some extent I agree with you, those "100th post lets party" posts are kind of silly.

But in this thread, I dont think its a case of host-bashing. What I noted in the 1st post is that the vito mentioned "Nobody responds to support tickets or posts in the discussion forum, maybe they'll respond here." I can certainly understand his frustrations. I, too have been with a host, who is oh-so-active in forums but ignore support tickets. I can wait for days and days for a response to my ticket but once I brought the problem onto public forum, I can be guaranteed of a reply within a few hours. And then people who know of the host only through the forum will think I'm just another fussy customer, and that the said host has been so helpful and highly regarded in the forums ( imply good host?? NOT!) and then I become the "host-basher"? :(

Oh well. Life is cruel :)

Quote from Kiwi:

"There has been a direct question on here about one of our staff members and i have replied to it. Thats it. We don't need to send out a big announcement if a staff member doesn't work for us anymore."

You don't need to tell anyone about anything Marc it's your business and what you do with it is entirely up to you. I personally believe that the customer is always right and we learn from him/her about our Customer Service/Support. If some of your customers feel that they have to post here because they don't get a response otherwise there just might be something to learn from that. Personally I hope that you do learn and do well, but if you continue to justify yourself and tell your customers they can leave if they don't like it - they just might!

By the way, talking about announcements I was interested to see your post here about the 10 new MCHost support staff - don't think I saw that on the MCHost forum did I?

Originally posted by grandad
By the way, talking about announcements I was interested to see your post here about the 10 new MCHost support staff - don't think I saw that on the MCHost forum did I?

It was mentioned in a post at our forums as well a few days ago; official announcement to our clients is pending and will be sent out today - but the support staff has actually already started this morning ;)

Quote from Kiwi:

"...official announcement to our clients is pending and will be sent out today..."

Does that not prove my point?
Yet again first announcement here on WHT!

Originally posted by grandad
Does that not prove my point?
Yet again first announcement here on WHT!

Its not an announcement, its a reply to a thread; i have given the almost same reply to a thread in our customer forums over a week ago.

MCHost 1 Customer 0

Keep being right Marc - winning points is always more important than winning customers!

I'm not saying we're right ...i just tried to say that i have simply answered a related question in this thread, just like i did in a thread on our forums. This is not about who is right or wrong. I don't see the point in this endless attack on our services and to be honest, i cannot spend all day answering questions in a 3rd party forum as i have a lot of work to do ...please direct all further questions to our heldesk or forums.

Thanks :)

QED

I'm not being biased in any way but can this thread be closed now? It's getting a bit tedious....I'm getting dizzy....circles..circles....

Disregard this post.

Originally posted by Dotcomsnz
I'm not being biased in any way but can this thread be closed now? It's getting a bit tedious....I'm getting dizzy....circles..circles....
I tend to agree. The overall point of the original post has, I think, been made. And I'm the one who started the thread in the first place.

I have moved on to a new host, and I'm slowly healing, picking up the pieces. I wouldn't lose any sleep if this thread was put to out to pasture...


Vito

Good luck Vito!

Originally posted by vito
In all fairness to McHost, that was my fault. If I provide an email address to receive notifications of downtime, it's not very smart of me to give an address that would be down when the server is down.

What I should have done was get a Hotmail or Yahoo or some other account that is off-server.
THe same could be said of your e-mail on record with Register.com. I never use an e-mail tied to one of my domains for my hosting company contact or my registar contact, and you know why first hand.

Point taken. :)

Vito

Originally posted by Lurleene
This looks like a mud-slinger to me.

I would like to add that this is the only thread opened about MCHost that complains about this particular issue. Seems like MCHost has been keeping most of their people happy. Obviously, you're not happy, but the effect of this thread seems to be more of a mud-slinger, IMHO, than a reasonable request for help.

I am new to hosting. I started as a customer with MCHOST 4 months ago and have not had a problem. They have goen above and betond for me. I recently put in a ticket that I thought would cause me do have to do a lot of work and MArc and Co. did it all. I got an email stating "ALL DONE"

They are great at answering all my questions and explaining things that I do not understand UNTIL I DO!

I am happy with them and yes I have seen a couple of minor problems but overall I am thrilled with MCHOST!

Bernie

i had some issues mchost , i wish you luck in your new business ventures vito . My question for mchost is , why did it take so long to get a new server up and running , maybe you guys should have some backups , like purchase a couple of fully working servers for reserve , one goes down , put the new on , until the old one can be fixed and replaced with minimal downtime . i was down for a full day on mchost , anything over 24 hours is not acceptable , i switched , ive had no downtime were i am at now. As far as price is concerned , you do get what you payed for , that was a resellers plan that you could use to make yourself more money , not loose customers , embarress your business and good name . 73 potential customers lost , i would have sued and disputed your charges if refund was not offered . What is the normal compensation for 8 days of downtime?i bet i can guess

It has all been explained somewhere in this thread. Facts are that one server had serious problems and they have been fixed, the server had downtimes over those 8 days, but it was not down 8 days straight. I really don't know why your website was down for a full day on our servers, but as mentioned in the tickets, we were always able to reach it from different locations and that server never had an outage.

Please contact me at marc@mchost.com with any further questions you may have :)

10 pages and this is still going :rolleyes:

soon this will be bigger than those DonHost threads :D

Rochen, are you saying that MCHost is as bad as Donhost?

Originally posted by grandad
Rochen, are you saying that MCHost is as bad as Donhost?

No, nothing of the sort. I was simply comparing the size of the threads ranting about them and this thread size. I was by no means comparing the services offered by both companies.

Originally posted by grandad
Rochen, are you saying that MCHost is as bad as Donhost?

What do you consider as "bad"?

The two cannot be compared.

Gary

I don't see Rochen saying anyone was bad...... merely stating that the thread was going on a bit - And going nowhere in my opinion.