Web Hosting Talk : Web Hosting Main Forums : Web Hosting : Am I right to be PO'd?

[TampaThunder]

Am I right to be PO'd...or am I jumping the gun?

Late Wednesday, 5/14, I signed up for reseller plan with "JohnDoe".com. Paid $50 ($20 set-up, $30/mth) via CC for plan with the regular bling bling, including branded nameservers, 2 dedicated IPs, and CPanel/WHM. Within 5 minutes received email with account details however only showing shared IP and "JohnDoe".com nameservers and no WHM access.

I immediately sent email in return asking about "MyCompany" nameservers, IPs, and WHM. Received immediate response stating that "it takes up to 72 hours for your IPS, WHM account, and name servers all to sync together. This is standard with all resellers. You will get a e-mail confirming this when everything is ready for you." I thought this a little odd but decided to go with the flow. (Read this to mean I'm a big-time Newbie and didn't know whether this was good or bad. )

Friday, 5/16, sent simple email to support asking for information regarding server configuration and location for my FAQ page as this info was not on "JohnDoe".com's site. I have never received any response to this email.

Yesterday morning I still had not received any info re nameservers, IPs, and WHM so I sent email asking for update. Within 5 minutes I rec'd email stating that "We are happy to inform you that your account has now propagated and you can begin reselling." along with the nameserver IPs. I have 3 domains and immediately went to change the nameservers with the registrars (use 2 different ones). Also have 7 domains/clients to set-up that are currently with FeaturePrice but wasn't going to touch them until I knew everything was ready to go (needless to say clients are anxious about making the change as soon as possible).

Went to set-up accounts in WHM using xxx.xxx.xxx.xxx/whm as instructed in email but that did not work. Sent email to support asking for assistance and rec'd email back instructing me to use "JohnDoe.com"/whm instead. However when using this to set up accounts it defaults to the original shared IP I was given and the original nameservers. I am unable to assign the dedicated IP even if selected in the drop down list in WHM. So now, 2 of my domains (including my new hosting company domain) are pointing to "MyCompany" nameservers but are dead because these accounts have not been created. (I know, I know - I never should have switched nameservers until they were properly created.) Luckily the 3rd domain did not allow me to change nameservers because they weren't "registered". First inkling I got that they had not fully propagated.

First thing this morning (8:30am EST) I sent email explaining the above problems and asking for help specifically with WHM. Have rec'd absolutely no response at all, not even auto responder.

So my question is: Should I be PO'd? Or is there something else on my end I can or should be doing to fix this? I've lurked here at WHT for about one and a half months and have to say thanks to all the forum participants. I've learned a tremendous amount (but not enough apparently) from WHT and look forward to any/all responses.

[ATST]

Did they tell you to register the name servers?
By register the name servers, that means go to where your domain is, log in and assign the IP numbers given you to the nameservers at your domain. Example: ns1.domain1.com = 123.123.123.123 and ns2.domain1.com = 123.123.123.124
Once you do that, they should resolve in about 3 days, and then you go to your domain1 and change it's nameservers to your own. Remember the nameservers have to resolve first. Then you can change your domain(s) to them. Then, the domain(s) have to resolve also. This could take a total of 6 days if you do it right.

[anon-e-mouse]

Moved by request.

[TampaThunder]

Yep, registered the nameservers. Just changed the nameservers on the domains at the same time which I realize was a faux pas. The nameservers and domain change have propagated but, again, I can't create the proper accounts for the domain in WHM. I can point the domains back to my current host and wait for that propagation again but I'd prefer to just set up the accounts in WHM now and not worry about two more nameserver changes (back to my current host and then back to my new nameservers).

[TampaThunder]

Well, coming up on 24 hrs and still no reply at all to repeated emails.

Should I just cut my losses, initiate a chargeback with the CC company, and move on? Or is this normal?

[Techark]

If you have a host that is not responding to your emails after 24 hours do you really want to be trusting your clients to them.

Cut your loses get another account and move your sites before you lose all your clients.

[Andrew]

Monte's right, but don't do a chargeback unless they won't refund your money. It's a pretty nasty thing to do. At least give them a chance to do the right thing.

[TampaThunder]

Thanks for the perspective on the chargeback. I assumed, perhaps incorrectly, that no response to support emails = no reponse to request for refund. Will give this guy an opportunity to do the right thing.

[ljprevo]

Chargebacks don't effect just the merchant, they effect your card as well. You credit company may require you to try and get a refund first.

Only do chargebacks if the merchant will not refund the money.

What happens with chargebacks?

- It effects the merchants account
- It effects your card standing with the bank
- The merchant's bank gets richer because they charge high chargeback fees to the merchant.

Just ask for a refund and if they don't tell them you will issue a chargeback.

[ThePrimeHost]

I would give them a max of 48 hours to issue you a refund or at least take some action. If that does not work, go the chargeback route.

Kind Regards,
-Darrell

[Andrew]

Also, if they're using 2checkout or paysystems, you can explain your situation to either one of those companies and they will usually reverse the charge rather than have a chargeback. Chargebacks hurt them too.

[TampaThunder]

Thanks to everybody for the help. Communication problem and site problems have all been resolved. Hopefully this will be the only bump in the road.