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  1. #26
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Originally posted by OKIHost
    Well a money back guarantee I do not think is usually a problem with most hosts, I have always offered on and never had a problem refunding for any reason and I also feel that you should not interogate your customers if they are unhappy with your services, kindly asking if there is anything you could improve or anything they were unhappy with is one thing and can be very helpful in creating a better business for yourself when you do get feedback.

    Also the only reason the TOS is BS is because they do not have your signature, the only reason the crooks at the cell phone and other companies get away with it is because they have your John Handcock on a signed contract.

    This is why I suggest to people to ALWAYS read ANYTHING you are going to put your signature on, I have even see sales people get somewhat annoyed at this practice but it is always better to know than not.

    Either way good luck, I say give it max 3 weeks if they are still giving you the runaround then do the chargeback.

    I disagree to a point. If you just issue refunds and cancellations
    without asking what is wrong. I always make an attempt to have
    the client personally contacted by either me, zak or alec our cs
    manager to discuss the cancellations, what could have been done
    differently, and not.

    Any ways -- to the thread started, just E-mail me directly and I'll
    see what's up.
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.

  2. #27
    Quote Originally Posted by yado
    I have emailed Midphase three times in a row now regarding
    my money-back case ... they just don't seem to bother.
    Why don't you try a PM to the thread starter? They said they emailed you three times without any response already...

  3. #28
    Join Date
    Jan 2004
    Posts
    1,769
    Originally posted by UmBillyCord


    Midphase seems to have borrowed Terms, ideas, plans, etc... from a bunch of different host to create what they have. It doesn't look like they fully understood this part of their Policy or they certainly would now have included it to this degree.
    Agreed. They did not do their homework. Not a good sign.
    Originally posted by lnguyen
    funny, i've been having problems too.

    regardless, I had a very simple question about how my billing was going to be handled and everything, since I was changing plans. my ticket for this quesiton got closed twice regardless of being "flagged".

    However, with that said, I feel like I'm being ignored completely.
    Another very bad sign.
    Originally posted by Loon

    If you've been trying to resolve this since the 14/2 that's far too long and more than enough time for them to deal with it.
    No kidding. There is no excuse for such poor customer support, especially from a company that claims it's a high priority. I must also say quite honestly, that these are not the first bad signs we've seen from these guys.

    I think they are in over their head, and have spread themselves too thin. A very common problem these days. Think about it. Midphase has only been around for what, a year? Then they start a second company already, and now (ThrillHost) a third company? They have barely got their feet wet with the first company, and now they have started 2 more already. No wonder their customers are suffering.

    A shame really.

  4. #29
    Join Date
    Feb 2002
    Location
    New Orleans, LA "Nawlins"
    Posts
    1,131
    Originally posted by midphase-Dan
    I am going to request this thread be closed.
    Sometimes threads like this are left open until the issue is resolved as indicated by the client and the host. The client says he has been trying to get something done since February 14th and tomorrow will be March 14th. It appears that the client has been fairly patient until they first posted on this issue March 12th.
    intellec
    ....you get what you pay for and you pay for what you get....

  5. #30
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Originally posted by Gen-T
    Agreed. They did not do their homework. Not a good sign.

    Another very bad sign.


    No kidding. There is no excuse for such poor customer support, especially from a company that claims it's a high priority. I must also say quite honestly, that these are not the first bad signs we've seen from these guys.

    I think they are in over their head, and have spread themselves too thin. A very common problem these days. Think about it. Midphase has only been around for what, a year? Then they start a second company already, and now (ThrillHost) a third company? They have barely got their feet wet with the first company, and now they have started 2 more already. No wonder their customers are suffering.

    A shame really.
    Hello,

    Time to start defending my company, again, from baseless attacks and
    oppinions on WHT.

    We've been around for just under a year. We've grown from no customers
    to thousands and thousands and have held onto our good name and good
    reputation for the whole time. We have had very few unhappy customers and
    this forum is testimony to that (do a search.) And, unlike many hosts,
    we do have real 24/7 service. I don't want to get into a big paragraph
    defending ourselves but it seems silly to me to assume that just because
    someone is new to an industry, that they are not good at what they do.

    So yes, like every growing company we've had our share of issues and
    problems. But, like any good business we have and continue to address
    them. Honestly, cancellations are one of those issues. We have not had
    time to fully streamline that process yet and are working on it as I
    type.

    Finally, how do you know how thin we are spread? We are activly hiring
    people as we speak and we are not actually spread that thin. We have
    a pretty reasonable tech to customer ratio and we are adding more tech
    staff as I type.

    We've seen amazing growth, and with growth comes growing pains. Give me
    a break with your "they are spread to thin" arguement.

    Finally, with regards to my late response here, I did *try* and take
    the weekend off and take a trip to Canada to visit some friends. I came
    home early when I was let know that we had a server down. So much for
    a vacation =(

    And, one last point -- we actually have more than three brands,
    and will be adding more. Our separate brands target separate market
    categories.
    Last edited by danushman; 03-14-2004 at 02:52 AM.
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.

  6. #31
    Join Date
    Jan 2004
    Posts
    1,769
    Um.....Dan, nobody "attacked" you. Give us a break.

    Have a nice day.

  7. #32
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,027
    Originally posted by midphase-Dan
    . . . We generally process cancellations very quickly, less than a week though the policy states 14 business days.
    Just curious, but why does it take 14 days to process cancellations?

  8. #33
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,027
    Originally posted by UmBillyCord
    . . . Midphase seems to have borrowed Terms, ideas, plans, etc... from a bunch of different host to create what they have . . .
    Seems to be the case for most of the hosting industry. Makes you wonder if there's anything truly original or unique out there.

  9. #34
    Join Date
    Jun 2003
    Location
    Nova Scotia, Canada
    Posts
    4,128
    Dan,
    I don't think anyone was attacking your company. It seems to me that they are making an observation, and replying to the thread starter, who hasn't been refunded for 30 days, despite your policies.

    I am surprised about 2 things:
    1: the amount of brands you are creating/promising to create. Is this really needed? I can understand splitting the shared, and reseller environment, for obvious reasons (support mainly), but you now have 4 brands, correct? Whether rightly, or wrongly, you're going to give the impression that you're hiding from something sooner or later. Just a heads up, not a flame.

    2: A downed server cut short your vacation? was it on fire, with the rest of the DC? Surely you're not the only guy at Midphase that can bring back a server in a timely fashion.

    My advice (for what it's worth), go start your vacation again, and stop making spin-offs. Build midphase as the powerhouse it looks like it is. Your site just yells "BUY ME", I'd suggest that with too many more brands, it's going to yell "BUY ME, OR MY 9 OFFSPRING"

    Simon

  10. #35
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Originally posted by IHSL
    [B]Dan,
    I don't think anyone was attacking your company. It seems to me that they are making an observation, and replying to the thread starter, who hasn't been refunded for 30 days, despite your policies.
    I will take care of him. Don't really know who he is yet.

    I am surprised about 2 things:
    1: the amount of brands you are creating/promising to create. Is this really needed? I can understand splitting the shared, and reseller environment, for obvious reasons (support mainly), but you now have 4 brands, correct? Whether rightly, or wrongly, you're going to give the impression that you're hiding from something sooner or later. Just a heads up, not a flame.
    Well -- on each of the brands logos, it says 'a midPhase
    Company' which it is. They target different markets.

    2: A downed server cut short your vacation? was it on fire, with the rest of the DC? Surely you're not the only guy at Midphase that can bring back a server in a timely fashion.
    It was not on fire. I wasn't even bringing it back online,
    I am not a tech. I came in to help with the phone calls it
    was causing. The server was down for a bit longer than I
    would have hoped (which is not at all) and there were a lot
    of unhappy customers today. We are still working to restore
    full service (I have techs working on it, not me personally)

    My advice (for what it's worth), go start your vacation again, and stop making spin-offs. Build midphase as the powerhouse it looks like it is. Your site just yells "BUY ME", I'd suggest that with too many more brands, it's going to yell "BUY ME, OR MY 9 OFFSPRING"
    I'll go back on vacation next year And we arn't opening
    any more brands for a while, te four we have are generating
    enough business for now...

    thanks,
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.

  11. #36
    Oh wonderfull,

    "You can't find this customer" No offense but that's a
    rather lame excuse.

    I did my best, I emailed midphase 3 times I set admin and
    bryan in cc . I suppose you can't find my emails either?
    I've forwared one of my emails ...again... .

    As I have said before I tried to solve this in private way
    but If you can't find my emails what's left for me todo.

    Believe me I have no joy in spending my time
    in issues that should already have been resolved.

    Joachim

  12. #37
    we actually have more than three brands,
    and will be adding more.
    And we arn't opening
    any more brands for a while, te four we have are generating
    enough business for now...
    no need to add my thoughts.


    Give me
    a break with your "they are spread to thin" arguement.
    ...but you had to cut your vacation short to answer the phones lol

    thanks WHT for the comic relief.

    Dave
    Technical Advisor for new A&E Series The Killing Season
    There are no random acts of violence
    Starts November 5th!

  13. #38
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Dave,

    Yes, I did. On weekends, phones are generally slow so I only had
    one of our staff in the office answering calls. Zak is in California and
    no one else could come in so yes, I cut my vacation short.

    As you will notice, I never gave a time limit to when we are launching
    new brands. for now I am happy with what we have.
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.

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