I just recently moved to a new host after reading raves here at WHM about them. On numerous occasions before moving I asked them whether the move would be seamless for my 30+ clients. They both use cpanel/WHM. They assured me yes it would be seamless.

I had some issues with accounts during the move of some of the accounts, but sorted them out one by one.

I left my main clients' accounts for last. 2 of these main ones were just transfrred for me. But I checked first before changing nameservers and found that none of the emails of these accounts have come over with the restore done by the Host. I appreciate the host doing the transfers of course as a "service". But am not sure what to do now. They tell me now that my old host is using old and outdated software, and that I simply have to create their emails manually. All delivered with a clearly take-it-or-leave-it attitude (on top of the problem to boot). This is my MAIN client (not just for hosting but for development and design). They are a large resort and do most of their business over the net. They could have possibly 100 emails or more.

Shouldn't the host have mentioned this possibility at first prior to moving? On top of feeling panic, the customer service rep is very condescending and basically is telling me, there is no one else I can speak to, nothing else I can do, and he can't help it if my old host is running "old and outdated software" and I should direct my upset at them!! I don't know what to do, I will lose the client if I take the time to try to do this manually I KNOW.

I wondered how come all the previously transfrred accounts never had this problem (some done just a couple weeks ago).

I am from a graphic background mainly, and so not sure of what the norms are in the field. Is this considered generally acceptable - i.e. when transferring from cpanel to cpanel that email setup etc gets lost in the move and a manual setup is required?

Oh sweet. He just wrote me back and said if I feel he is being rude then I can find the cancel form on his web site!

Should I laugh now or later?? Amazing! I am in total disbelief.

I am also in shock that your host told you that. Whenever you transfer anything through cPanel/whm you always risk the chance of losing data and having to re-upload the files. Your host is not totally at fault but i'm sure he could of handled the situation a little bit better.

Re-uploading files is one thing. That's reasonably easy to do if you have backups. However how do you set up a large number of emails. And what about the email history they had on the server?

Oh it doesn't stop there, as we speak he just sent me the actual URL link to the cancel form!! I have owned my own businesses over the years and have learned how important it is to hire customer service reps who understand what that means. Yes it's easy to be polite when the issue is small or no issue at all. This rep has in past been quite polite over other minor issues. But the real skill is to handle the more challenging issues that arise.

I have had hard-to-handle customers turn out to be my most loyal and best paying clients, just dealing with them with respect even when they are upset. And I am not a volatile personality myself. I wonder if the owners realize how many customers he MUST be losing for them if such as small issue can then escalate into a decision to cancel when that was the furthest thing from my mind at the start. I just needed the issue resolved. yes, I was upset but panic does that. That's what customer service reps shiuld be trained to handle. Amazing. I didn't even get a chance to get used to it there. Now I will start th search again for a new host. It took me a long time to get the transfers done because of my schedule. Amazing.

Amazing!
Is this a cpanel to cpanel move?
Even if they fixed it, move out, they don't deserve your business.

Wow. Yes, things can always go wrong and I think it might have been better for you *and* them if they would have said they believe the move will be seamless but point out that things do happen. I have to agree, from what you're posting, the attitude is a bit shocking especially from a host that's gotten rave reviews.

Now I will start th search again for a new host.Maybe once you move out of there you can share the current host's name here. I guess it can help others. Good luck in your search!

Its time for you to move as many host would love to have your business.

The problem with posting the host's name, is not really because I am still there, but as an business owner myself, I feel the owner(s) deserves a chance to be made aware of it first.

Yes it is a cpanel to cpanel move.

Honestly, I don't know what problem may be facing with the move of the email accounts.
I recently moved accounts using mbox to our servers using maildir without any problem, I don't know what "older and outdated software" your other host may have

He refers to cpanel 10 versus cpanel 11 (only recently upgraded I feel). Unfortunately I do not know how to move accounts using mbox using maildir or would do it myself.

as far as I know, they shouldn't have any problem either to move from Cpanel 10 to Cpanel 11.

If true, the attitude is unbelievable. If I were you, I would leave the client where they are and look for another host again. A pain I know, but you obviously will not be able to build any sort of business relationship with your current host.

Please PM the name host so I can put them on the "list".

Jedito said the thing.
they don't deserve your business. I won't think they know how to deal customers. Any host will face technical issues at any time. We cannot blame them for that. But the real talent is to convince the customers the issues politely.