I dedided to order an hspere reseller account from Everyday Internet solutions back in September. 2002.

I wanted to test out the system and see if I should offer this instead of cpanel to my customers.

I requested to have it closed October 1 2002. The account was not closed due to some hspere problems according to Matt.

So I was billed again on the 13th of October. But Matt assured me that as soon as the hspere problems were fixed he would credit the account for the second month and they had double billed for the first month also.

Well it's November the account is still open, and the credits are not issued. So I have to ask how bad is hspere if you can't get an account closed in 2 months and you can't get a credit issued.

Then the support desk doesn't seem to work, because I haven't gotten any feedback to the last ten inquires about the account being closed and or my credits for this account.

I have to admit a month ago i was an hspere fan, but after this I don't think I would put my customers through something like this.

It has a lot of great features, but this is rediculous if you can't get an account closed in two months or credits issued.

Originally posted by sphere2
So I have to ask how bad is hspere if you can't get an account closed in 2 months and you can't get a credit issued.
HSphere does have its share of problems, but if it takes two months to resolve something like that, especially if it's charging a customer, I think the problem lies elsewhere.

I can see blaming HSphere for the error, but I don't see blaming HSphere for the length of time it takes to fix that error. We use HSphere and haven't had that problem yet, so it might be specific to their system/setup.

Originally posted by allera

HSphere does have its share of problems, but if it takes two months to resolve something like that, especially if it's charging a customer, I think the problem lies elsewhere.

I can see blaming HSphere for the error, but I don't see blaming HSphere for the length of time it takes to fix that error. We use HSphere and haven't had that problem yet, so it might be specific to their system/setup.

You know what you could be right, but everytime I've asked I've been told it's an hspere billing problem and the same goes for getting the account closed.

So you think it's not hspere specific but more to do with their configurations then?

But you would think they would just go to psoft, get the problem fixed and get the account closed, I can't imagine keeping accounts opened this long, not to mention other customers that might be waiting for a credit.

How much support does psoft supply in cases like this?

I don't think hsphere can do refund, can it? That's probably the problem. However, we usually issue a refund directly through Authorize.net (it's manual, I know ... but fortunately, only very few of them). Perhaps EIS can do the same for you.

Best of wishes

Originally posted by FHDave
.

Well I wrote them when this first happened and finally I had to write to Matt personally when I couldn't get a response from customer service.

He said that the hspere system was not working, he was having to issue a lot of credits, but before he could issue credits the accounts had to be closed, and that's why it was an hspere issues.

I don't know now, I have written him a few times since then but I have not had a response, I assume he's away or just trying to work it out, but 2 months seems like a really long time to have a system, or configuration problem, or whatever it is.

I find it ironic that a customer comes here to complain but does not come back to let everyone know that the problem was solved. I just ran across this post today while doing a search on our name, wish I had seen it earlier so I could have responded.

For those who may see this post from here on out, I would like to point out that the reason we can not close and account and then issue a credit with H Sphere is because H Sphere deletes all the customers information. So if the account is deleted we do not have the credit card information to credit back to.

Secondly, H Sphere gave us some serious problems about 2 months ago. We could not delete or suspend accounts. Plus for some reason their system does not work correctly with the kernel version being used by red hat 7.2 (at least the version at the time). The quota system somehow breaks in the kernel and then the billing within H Sphere goes completely hay wire since its based on the quotas.

Needless to say after having to issue over $5000 in goofy billing charges by H Sphere back to our customers and compiling new kernels for the servers we have the problem solved. It was a very difficult time for us, especially since we are a small operation of a hand full of people.

This customer received their full refund for the goofy billing problems. I hope that clears this up.

Actually the problem was not resolved with your company, had it been I would have posted right away. I'm pretty good with that.

The double billing had to be refunded by visa, and I had to send in much documentation to stop the credit card from being charged a third month.

The second month which I should not have been charged for is still as far as I can see still billed on my credit card. (Unless you have issued a recent refund.)

I can understand about Hspere. I use Cpanel and it gives me the odd problems here and their. But when they are both working they are both fine systems, Cpanel and Hspere.

Since your system is now fixed, I really would love to see the credit for the second month on my account.

What I don't understand is why I was never able to get a response from your company.

I send several emails to your customer service, and when that failed I wrote to you.

(This was after I had spoken to you, and you had explianed your hspere problems. I could get no contact with your company. Unless it was another sort of system glitch?)

However I am glad to hear your problems are resolved at last, and if you are going to put through a credit for that second month which should not have been billed. I would sure love to hear about it.

Thanks.

You should have received a credit, I issued them personally. Visa did contact us (not about your account specifically, it was regarding all the refunds) and we spoke with them and issued the refund for you and about 200 other clients who were victims of the billing problem.

If you didn't receive the proper credit please let me know, if you could email billing@eishost.com I can get our new billing person to look into it. I don't have any of your information in the system anymore but if you give us the first and last name in the email we can look it up.

Thankfully we lost only a handful of customers due to the billing problem.

I will forward you the original sign up information and your email regarding the billing problems.

And the moment i see the credit posted on my statement I will of course post here to update everyone.

I would love to get this resolved at last. I know how stressfull it can be when the system does not work properly.

But who said the world would be perfect.

Sphere..youre not alone...

I dont use Everyday, but Hsphere has alot of potential, but right now, it's on a close and personal relationship with my credit card...

It is unmerciful, often charging my credit card twice a week, and i get suspension notices about the same amount of times (mainly because Im so afraid that it's going to try and take 300.00 from my account again because of a small mistake i made that Ive had to move money around so the card gets rejected..I have to contact my reseller company to swipe my card manually now.

I can also empathize with Matt because using that beast must be the bane of your existence...

HSphere has a good idea in tying billing with the control panel functionality, but if you allow overage through HSphere, both you and your clients are screwed if you have overallocated by accident..then youre spending the entire day trying to figure out those "hsphere invoices" where you are credited and debited about 5 times a day..."

Thank god we're moving to dedicated servers this month...

The moment I came across hspere I too a liking to it. I was all set to switch from Cpanel to hspere, but I wanted to try it out first. Good thing I did, it's a great system, but it has some bugs to work out.

A few more bugs than Cpanel, so for now it's Cpanel all the way. And i know what you mean, it's no fun being on the client end of things and waiting 2 months for a credit, but it has to be hard having a system tampering with your customers accounts like that.

I am happy to hear that you are going to a dedicated server. Dedicated is the way to go. I'm not sure if you are going to be doing your own admin, but if not check out hostany. They do a good job on my server, and they are nice people.

I have to tell you, right about now, I'm just looking forward to the holidays, some peace and RR.

Well I hope you have a good one. Catch you next time around.

Amen Brother!

I just went to your site. You have a nice looking webiste there. You and your designer should be proud. Very impressive.

I'm loving the look and the feel. Good slogan. Essene re-engineering your company.

Gotta say good job. Well I'm officially out off here.

Later.

I knew I saw that design somewhere else... http://hsphere.grouphosting.net/

Which came first?

Originally posted by Everyday
I find it ironic that a customer comes here to complain but does not come back to let everyone know that the problem was solved. I just ran across this post today while doing a search on our name, wish I had seen it earlier so I could have responded.


What???

From the follow up messages we can see that you're being ridiculously premature re "...problem was solved"

Exactly which standards are you operating by anyway? You're quick to come here and restart this thread rather than taking a few more minutes to check up at your end. It's quite obvious that you have problems with more than just HSpere.

Customer waited (or has been waiting) for at least three months. He holds off on this thread to patiently wait, send documentation and emails (which you don't seem to answer) and you come back after just a month and lay into him?

Three months! :(

HSpere might have its problems but I'll hold myself liable to charges of bringing this thread off topic and state that Everyday Internet Solutions has the bigger problem.

This thread seems to have quietened down again but I don't see any apology about your remark so I'm posting this with the intention that it should serve as a red flag to people doing a search on Everyday Internet Solutions regarding their level of respect for customers and diligence in following up on problems.

I just saw that same design on another host's site from this board - must be a popular template. ;)

Here it is:

http://www.cheaperwebsitehosting.com/

oh dear. i was just thinking of installing Hsphere ~_~

Toolz. You can ask anyone here, I do not come and bash anyone. Hosts, ISPs, customers, etc. My point was that we issued a credit months ago. When I ran across this thread it seemed like the typical bashing of a host.

Since we issued the credit and then never heard back from the customer that they never received the complete refund I was surprised to see this thread. The issue will be worked out Monday when our billing person comes in. Sphere2 will surely get what is deserved back. We are not in the business of holding peoples money, we are a web site hosting company...we host web sites.

Toolz, before you make a judgement telling everyone who would ever look at this thread about us why don't you try using our service first. How can you make a sound judgement call regarding how our company works or is run having never used or even spoken to us. It would be nice if you actually put a signature in so we could all see who you are and then we could go and judge your service.

Sorry for the rant here. We'll update this thread on Monday just so it is resolved.

Originally posted by Everyday

Since we issued the credit and then never heard back from the customer that they never received the complete refund I was surprised to see this thread. The issue will be worked out Monday when our billing person comes in. Sphere2 will surely get what is deserved back.

The reason you never heard back was because my many attempts at contact went unresponded till I had to contact visa and get it partially resolved.

"Sphere2 will surely get what is deserved back? "

But what I wanted to know about is how information is stored. When I signed up you wanted my visa information, 3 digit pin and a signature, now I was never a fan of this procedure, but I respected your right as a hosting company to protect yourself.

What happens to this information after a customer, closes their account?

If you gave us the cvv2 number and a signature it means we could not validate your card on line. We then ask for you to fax in the information with your signature and we verify it with the card holding bank. This is done as a security precaution to elimiate fraud and charge backs. Once the information is verified, it is shredded.

After the problems with H Sphere were fixed we closed the account and issued the credits due...like I said in this thread if we you were not properly refunded we'll rectify that. We're not in the business to steal from clients. I hae notified our billing manager to look into this first thing tomorrow morning and see what credits were given and when. We'll contact you at the email you sent us the information from yesterday to resolve the matter. Then we'll update this post as to what happened.

Unfortunately I can not look it up now as I am not at my office.

I've waited this long, what's a few more days.

You did process my order on line, but you said that it was standard to have resellers fax in their information. (You said it prevented chargebacks.) Which honestly does make sense.

And although I was really put off at first by the practice and asked if this was standard for everyone else, and you said yes.

I do see where you would not want your resellers charging back several months worth of charges. My only concern is that information is properly stored, or adaquatly destroyed after.

Any ways let's not go on with this issue overly much. I look forward to hearing from your billing department next week, and when this matter is all resolved we will meet back here and inform everyone of the amicable resolution.

Originally posted by Everyday
Toolz, before you make a judgement telling everyone who would ever look at this thread about us why don't you try using our service first. How can you make a sound judgement call regarding how our company works or is run having never used or even spoken to us. It would be nice if you actually put a signature in so we could all see who you are and then we could go and judge your service.

I'm referring only to this paragraph.

Originally posted by Everyday
I find it ironic that a customer comes here to complain but does not come back to let everyone know that the problem was solved. I just ran across this post today while doing a search on our name, wish I had seen it earlier so I could have responded.


I've visited your site but I can honestly say I know nothing about you except for your postings in this thread. But the above paragraph does say a lot.

As for my "Service" it's irrelevant.

Because: -

* I'm not offering one.
* I'm not airing my dirty linen (and not having to) here.

I don't want to know the inner workings of your company and I wouldn't be interested in making judgement on them anyway - mistakes are easily forgiven. It's attitude that counts a hundred times more than mistakes. You sound inexperienced Matt, and I only hope you will learn the inefficacy of premature remarks like the above paragraph.

I'm simply basing this on the above paragraph and the obvious prematurity of the remark which was borne out by subsequent posts. I can see that you're now sorting things out very well with the customer and are well over 90% of the way to sorting it out - that's what it looks like from here. It shouldn't have taken this though ...for yours and everybody's sake.

Now I'm inexperienced?

I've run my own companies for over 10 years. When I got into hosting over 4 years ago I learned as much as possible, took classes and tried to stay up on the newest technologies.

Frankly since you admit that you do know me or my business I would ask that you not just comment on a situation you know nothing about. I think that is only reasonable.

Originally posted by Everyday
Now I'm inexperienced?

Frankly since you admit that you do know me or my business I would ask that you not just comment on a situation you know nothing about. I think that is only reasonable.


I think toolz was just going by the original post and commented from that. The original post sounded like we had conversed and the problem had been resolved, when in reality it has not yet.

I think Toolz is just giving some pointers for next time on checking that a situation is really resolved before posting.

I think the best thing is to just get this resolved and then the thread will just be disolved, once this is sorted out.

That should read do NOT know me.

Everyday....

Unfortunately, we did not design the site...We purchased it from Template Monster.

It seems to have become a popular design :angry:

Needless to say, we will be re-designing shortly...

It's a shame since we really fell in love with the design..

~erik

Well. buying from template sites... you expect it to be sold more than once unless you bought exclusive rights.... so i don't see where's the problem. you paid only so much for it I am sure.

essene thats to bad. It is a nice design, I just happened to remember it from when we got an H Sphere design from the other site. I'm sure there are many more places to get a template from. I know a good designer if you want to get something one of a kind and custom.

matt, and all,
I have a h-sphere reseller account for the past 3 to 4 months.
yea it had it problems at the start but it was somthing my provider was able to handel him self ( he just goofed and hit the charge buttion twice thinking he didnt hit it the frist time.) but i have seen one bug in it that were fixed by psoft as fast as possable. it was with phpmyadmin and my clients not being able to use it. it was a simple error as 3 days later they got it fixed.

i heard there is a new vershion coming out soon (maby 1st Q) 2.3 with a TON of changes on they way they did things.

if every program was perfect and never needed to change to a new and faster CPU/mem/mbord or if every user was as smart as the programer who did the program 95% of the IT jobs out there would be gone:)
but there is all ways that person who brakes things. the mbord that doesnt like the program. and every program is not perfect.:D

I hear what youre both saying..

However, we purchased the template when Template Monster first came out..

I dont want to create a potentially libel situation, but let's just say when they came out and we spoke with them, we were under the "impression" that the template was exclusive..It was only until we were pointed to another site like our did we begin to investigate..

We so completely beleived that our design was exclusive that we demanded the company with the similar design provide evidence that they purchased it from the above mentioned company..

Of course, if you go to their site now, they NOW offer exclusive rights to templates..in otherwords, if you pay a different price..(higher) they will remove the template from their site.

Here's the kicker..OUR SITE DESIGN is being sold at a higher price as an EXCLUSIVE design...

I'll let your minds take over from there :eek:

Sorry to hear about the design. It really is great, and it would be hard to share such a great design with another hosting company especially when you were under a different impression.

Hopefully something can be worked out. I would hate to have to part with a design like that.


jamenjaw -Like I said when hspere works it's a great system. I really hope there will be an update that will almost be perfection. I would love to give it another try when it's fully functional.



Everyday-I never heard back from your billing department. Emailed over the information same day and the whole day's gone by and still no word from that department.

Maybe you could look into this and let me know what's going on?


silversurfer-It's the beauty of the template. It's hard to share. I'm still impressed by the design, and I first saw it three days ago, it just leaves such an impression.

Shere2, John is working on it right now. I spoke with him this afternoon when he got in.

Let me know how the update goes.

There is nothing wrong with alot of hosts using the same template for their control panel

There are that many hosts out there, that customers wouldn't even notice :D

we use h-sphere and i have never encounteed a bug that prevented us from closing an account.

our ticket system works as well though.

Originally posted by FHDave
I don't think hsphere can do refund, can it? That's probably the problem. However, we usually issue a refund directly through Authorize.net (it's manual, I know ... but fortunately, only very few of them). Perhaps EIS can do the same for you.

Best of wishes

Yes h-sphere can issue refunds.

H Sphere does not process refunds. It only issues the refund within the system. Also we had a problem, and it still happens occaisionally, where a reseller can get some how get an order stuck in the moderated area. It doesn't list anywhere but it prevents us from cancelling an account since all accounts and accounts awaiting moderation have to be deleted before the reseller can be deleted. If you've never had an error within H Sphere, consider yourself lucky.

Originally posted by Everyday
H Sphere does not process refunds. It only issues the refund within the system. Also we had a problem, and it still happens occaisionally, where a reseller can get some how get an order stuck in the moderated area. It doesn't list anywhere but it prevents us from cancelling an account since all accounts and accounts awaiting moderation have to be deleted before the reseller can be deleted. If you've never had an error within H Sphere, consider yourself lucky.
believe me i've seen my fare share of problems with h-sphere just not those.

and h-sphere can be forced to issue the credit to the card and not just the account as well.

How do you force it to issue the credit to the card? That's the first I have ever heard of that.

HSPHERE can issue refunds? This is very new. In fact, it was specifically regarded as too risky by the PSoft folks not too long ago. I tend to agree with them on that point.

Matt, regarding orders getting stuck. I've experienced the same problems outside of the reseller interface. When I asked Psoft to fix it they pointedly told me that if I mess with the database then I will break things. Of course, I hadn't messed with the database this just seems to be a bug they don't care to acknowledge. I still have two accounts in limbo.

Hey Dizix! Yeah I make it a point to not ever mess with the database or default install of h sphere since it always causes problems then. We never messed with anything and we have had the bug since 2.2 I think.

Originally posted by silversurfer
oh dear. i was just thinking of installing Hsphere ~_~

don't even think twice about it. Go for it. you will be very happy over the long term for using h-sphere. specifically if you are targeting higher demaning users and e-commerce sites.


got an e-mail from an account today that has been with me since I bought adehost.com. nothing but praise about the platform.

so I am happy that I made the investment in it.

Mike

Thanks Mike. Actually I just ordered a new server with 5 license to play with. I will post my comments when I test it later today.

Wait, READ the manual, you need to do that, otherwise you will be lost. it's not the easy, YOU NEED to READ the manual.

infact it's a requirement to be a reseller on my system. No if or but's about it. if you don't read the manual you will fail your customers in the long run and ruin your long term growth.

Mike

Lol.. I will read the manual and play with it at the same time =)

Originally posted by silversurfer
Lol.. I will read the manual and play with it at the same time =)

if you need a helping hand ... send me an e-mail with your tel# I will give you a quick help

mike

Thanks for the offer. Much appreciated.

Originally posted by Everyday
How do you force it to issue the credit to the card? That's the first I have ever heard of that.

issue the credit then close the account...it gives the credit back. i didnt realize it did that but it does

also it will give credits back if you have a money back gurantee period.

Originally posted by DizixCom
HSPHERE can issue refunds? This is very new. In fact, it was specifically regarded as too risky by the PSoft folks not too long ago. I tend to agree with them on that point.

Matt, regarding orders getting stuck. I've experienced the same problems outside of the reseller interface. When I asked Psoft to fix it they pointedly told me that if I mess with the database then I will break things. Of course, I hadn't messed with the database this just seems to be a bug they don't care to acknowledge. I still have two accounts in limbo.

That was and still is my opinion. I dont like the fact it can issue the refunds. I dont have a problem with the money back but the other refunds I do.

Originally posted by ADEhost
Wait, READ the manual, you need to do that, otherwise you will be lost. it's not the easy, YOU NEED to READ the manual.

infact it's a requirement to be a reseller on my system. No if or but's about it. if you don't read the manual you will fail your customers in the long run and ruin your long term growth.

Mike

very good advice. it is not an easy system to use but one i highly recomend.

Great so from what I am reading if EIS just gives the credit back, they can close the account.

But as Matt said his system problems were fixed if i remember his original post, so the credit should go through today? Maybe he can confirm this?

I do think hspere is good, but I would like to see these bugs out first. I am not great with system tampering after the fact.

Originally posted by sphere2
Great so from what I am reading if EIS just gives the credit back, they can close the account.

But as Matt said his system problems were fixed if i remember his original post, so the credit should go through today? Maybe he can confirm this?

I do think hspere is good, but I would like to see these bugs out first. I am not great with system tampering after the fact.

I believe Matt said he already issued the credit. Depending on your credit card company that may take a few days up to a week or so to post.

If he did process the credit you should be seeing it soon.

Originally posted by Everyday
Shere2, John is working on it right now. I spoke with him this afternoon when he got in.

I figure when John issues the credit, I will get an email from them to update me. I have not heard from them yet, so I assume John is working on it.

I mean I figure they will update me when they issue the credit, right?

Originally posted by sphere2


I figure when John issues the credit, I will get an email from them to update me. I have not heard from them yet, so I assume John is working on it.

I mean I figure they will update me when they issue the credit, right?

I thaught he said he already did but I may be wrong. You may just want to e-mail him and ask for an update.

Everyday updated the thread on Monday to say John from billing was working on it.

So I figure they will update this thread and email me when it's done.

He had billing working on it yesterday, and if they are going to issue a credit, I figure it will be today or tomorrow. Now that the billing problems are hammered out, according to his post.

So the next move is in their court.

multipleimage, I would very much like to see your system issue a credit back to someone's card. From what I and many other large H Sphere users know it does not. First of all you need to credit specific charges, not just credit a card without referencing a charge. Also we use authorize.net and they require that we research and find the transaction ID and put it with the return.

Sphere2, you should be getting an email from billing a little later today saying that a credit was issued. I don't know the exact amount of the top of my head but I think its around $37 or $38. If that doesn't seem right let them know after you receive the email and they'll keep researching.

That sounds about right. I look forward to hearing from billing.

Visa was able to credit back the double billing for the first month, so that was is fine. And as far as I know they were able to stop the thrid month from being charged.

So this one for the second month should fix what was wrong. I look forward to hearing from your billing department.

Sphere2. Haven't you received the credit yet? It was issued last week, it should be showing on your statement.

Also the confusion on this matter was due to the fact that you had signed up with us twice. So the original account we were looking at did not require a refund. Hope that clears everything up and you can soon post here that all is taken care of.

But since it's the holiday season, I will wait and see. I know it can take about 3-5 business days and I think you issued it Wednesday or Thrusday so I will give it a few more days.

The moment I have confirmation of a credit, I will update this post.

I can understand two accounts, but I don't understand why my emails never reached your billing department or you for two months, that would have cleared things up much quicker.

But it's getting resolved now and that's what counts. I will keep an eye out for the credit, and the moment it hits the account I will see that this post gets updated.

This post is not to bash, don't get me wrong.

Sphere2, you have waited longer than I would have ever waited for such issues, EIS; you should be thankful for such a kind-hearted angry customer.

Hope the issues get resolved, luckily I have never had such issues with HSphere, hope I never do.

You know what, seriously, I dont see how people can use anything besides CPANEL/WHM...

I mean WHM seems to do mostly anything you need it to do, all it needs now is a billing system integrated into it and everything would be perfect...

I'd say it is THE BEST control panel on the market today, and I would recommend it to ANYONE.

Wow, I was just looking through my logs and I see all these hits from WHT, so I decide to follow one.
Now I find out that the template that I found buried 3 pages back at template monster has become a giant hit on the internet. Oh joy!

By the way, the "exclusive" option means this:

"Exclusive purchase guarantees that you are the last person to buy this template. After an exclusive purchase occurs the template is permanently removed from the sales directory and is never available to other customers again. Only you and people who bought the template before you will own it"

If you are not quick, your "exclusive template will have been sold dozens of times :(
They do beautiful work, but I don't think I will buy a template ever again...

..then again, the internet is a very big place :)

There is a credit on the account.

So looks like hspere is a fine system, and the credit is on the account so this matter seems to be closed.

Thank you all for your participation in the thread, and for seeing through a workable resolution.

Happy Holidays one and all.

Actually it has nothing to do with H Sphere. It still does not issue credits. We had to research both usernames and find the charge then go through our verification process to see if a refund was deserved, then we issued it.

Hope everyone had a Merry Christmas.