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  1. #1
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    Bad experience - warning to others

    I tried reseller hosting with midphase and had a very bad personal experience. I should have checked their forum and read problems others were having because as soon as my dns servers were update the site was down. And it was down for hours...

    After seeing in their forum numerous complaints from others I quickly switched back to my former provider.

    Now I'm having a lot of problems getting my money back even though they say their service is guaranteed.
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  2. #2
    1 thing i dont understand why switch from host who is working good for you?

    for few extra bucks and risk of problems?
    Pro-net-hosting.com - www.pro-net-hosting.com
    Pro hosting solutions since april 2003.
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  3. #3
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    Your absolutely correct...unbelievable deals at low rates should have given me a clue.

    Well, I'm wiser now.
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  4. #4
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    Exactly, price is not the only factor

    It's a shame you had to learn the hard way.
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  5. #5
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    Could you elaborate on your experience? I have noticed the same. Actual service has been decent, and technical questions have been answered, but a simple question about billing I've had has been thrown around for weeks now with no solid answer-- to the point of me feeling like I'm being ignored.

    I've been relatively lax about it mainly because I'm not using it for business exactly.. but it's starting to irk me
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  6. #6
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    The kick in the head is midphase boasts 99,9% uptime and a chart on their site that supposidely tells the server status (of course all fine).

    I've noticed since this their forum is offline (permanently?).
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  7. #7
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    Well,

    there are three sides to every story. Your's, theirs and the truth which is usually somewhere in the middle.

    I'd like to hear what Zak or Dan have to say about this before I pass judgement.


    However, I do find their price to bandwidth/space a bit out of whack personally.
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  8. #8
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    Well, if their forum was working you could view responses from their customers. Unfortunately, I believe thats why its been taken down.
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  9. #9
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    Their forum works for me:

    http://forum3.midphasetalk.com/
    Laurence Flynn @ atOmicVPS LTD
    Linux & Windows Cloud Hosting Solutions Powered by OnApp
    Fully Managed [Shared][Reseller][Cloud VPS] [Dedicated]
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  10. #10
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    I get a 404 error, maybe its something on my end.
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  11. #11
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    I am seeing their forum just fine over here in SIngapore.
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  12. #12
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    Maybe they closed the doors on you for the forum?
    CirtexHosting Providing Affordable and Quality Web Hosting & Reseller Hosting since 2003
    LINUX based cPANEL/WHM Shared and Reseller Web Hosting with Fantastico
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  13. #13
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    That wouldn't cause a 404 though....
    Laurence Flynn @ atOmicVPS LTD
    Linux & Windows Cloud Hosting Solutions Powered by OnApp
    Fully Managed [Shared][Reseller][Cloud VPS] [Dedicated]
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  14. #14
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    I suppose we'll read the other side of the story soon enough. We'll be able to conclude then. Their forums work for me too (eastern europe).
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  15. #15
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    Hello,

    We had a downtime issue on one of our servers, Esc11, about a
    week ago. The boot sector was corrupted and it took our techs a
    long time to bring it up. We issued credits, informed our customers
    and did everything we could to make it as smooth as possible. We
    did not make any attempt to hide or cause further issues for our
    clients.

    Executive signed up around this time, actually immediately after the
    problem was resolved. He was for some reason not willing to actually
    try the service we offer and insisted on canceling. He was directed to
    our cancellation form and was told that his cancellation would be
    processed as it was received, with a maximum processing time of 14 days
    (which is in the Terms of Service that he agreed to.)

    He then insisted he be taken care of faster and when we refused to put
    other clients aside to assist him, he then went to our forums and here
    to start name calling and slandering.

    Yes, we had some down time. Yes, everyone has some down time here
    and there. I know we handled it very professionally, and we did our best
    (Sean worked almost 13 hours straight) to bring the server back online.

    Our forum is online and is working fine.

    I'm not going to sit here and argue with Executive over our cancellation
    policy or procedures. If he did not read our Terms of Service he should
    have before he signed up for his account. Simple as that.

    We are not in the business of abusing our clients. But, we have an
    internal policy to cover. We deal with a lot of people and in volumn you
    have to keep things running smoothly. Earl, you will not get special treatment.

    Sit back and relax. You'll get your refund.
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.
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  16. #16
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    One more thing. Per our TOS, he is to wait no more than 14 days
    for a cancellation to be processed. 14 business days.

    The request was submitted:
    (Sun Mar 14 09:52:01 2004) Request Submitted

    I think my case is made clear. He is actually 5th in the queue.
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.
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  17. #17
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    Well, I would impress upon anyone looking for hosting or reseller hosting to look somewhere else than midphase.

    Don't just take my opinion check out their forum and read comments from other dissatisfied customers. Thats what made my decision much faster to go back to my previous host.

    "he then went to our forums and here to start name calling and slandering" -- total lie, I only expressed my dissatisfaction along with all the other posts from other customers.
    Last edited by Executive; 03-21-2004 at 03:57 PM.
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  18. #18
    Originally posted by MN-Robert
    Exactly, price is not the only factor

    It's a shame you had to learn the hard way.
    Yes, only affordable hosts have hard drive problems on their SCSI 15k RPM hard drives.

    Our hard drive was lower quality than the other 15k RPM drives.

    Zak
    CEO of SingleHop
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  19. #19
    Originally posted by Executive
    Well, I would impress upon anyone looking for hosting or reseller hosting to look somewhere else than midphase.

    Don't just take my opinion check out their forum and read comments from other dissatisfied customers. Thats what made my decision much faster to go back to my previous host.

    "he then went to our forums and here to start name calling and slandering" -- total lie, I only expressed my dissatisfaction along with all the other posts from other customers.
    Unfortionately I can't say much about the issue. You are correct in the sense that you did not have service immediately, because afterall we did have issues, BUT they were handled in the fastest way possible to our techs, and you should have had good communication throughout the issue.

    As for a refund, contact me personally, or submit a ticket and ask that it be flagged to me, and we'll get you squared away.

    Zak
    CEO of SingleHop
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  20. #20
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    It would be worth my money if the midphase support team addressed the issues from customers with problems in their own forum.
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  21. #21
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    Executive, read the TOS before signing up for a host, Zak is offering you a refund simple as that. You'll just have to wait as it states in their TOS 14 days.
    - 7de5igns
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  22. #22
    Originally posted by Executive
    It would be worth my money if the midphase support team addressed the issues from customers with problems in their own forum.
    We have very good reviews of our services, because we do address the issues of customers, several thousand customers every day.

    If you could kindly point out which issues are not being addressed I would appreciate it. If you are referring to our support forum, it clearly states in the description, and inside of the forum that the support forums are customer-to-customer, and are not monitored 24/7. Our ticket system however is, and you won't find a customer that submits a ticket that doesn't have his/her problem addressed.

    Contact me and you'll get a refund, because afterall thats what this "warning" was about.

    Zak
    CEO of SingleHop
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  23. #23
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    "Contact me and you'll get a refund, because afterall thats what this "warning" was about"

    All this was is my opinion of your services, those reading will decide on their own.
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  24. #24
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    Sounds like midphase had a problem and dealt with it as best they can but you over reacted.
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  25. #25
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    All I know is, those who were customers before me had complaints, those who were customers during my time there had complaints and when I went back to visit the forum customers after me had complaints.

    I can not offer any more evidence of their service than that.
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  26. #26
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    There are those customers that believe they shouldn't have to go through any downtime at all, this isn't realistic to say the least, but when it happens they normally flock together and join the local forum where they denounce the service and ignore what could have been a pretty good service record overall. This isn't fair on the host.
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  27. #27
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    Sounds like midphase had a problem and dealt with it as best they can but you over reacted.
    I feel the same way. If I were a potential midphase customer I would pay a visit to their forums though and take a serious look, just to be sure...
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  28. #28
    Originally posted by Executive
    All I know is, those who were customers before me had complaints, those who were customers during my time there had complaints and when I went back to visit the forum customers after me had complaints.

    I can not offer any more evidence of their service than that.
    I'm not saying that we don't get an ocassional complaint, because we do. We deal with several thousand customers, so that's inevitable. However, we do our best to rectify the issue, and thats why you don't see customers saying that their issue wasn't corrected or addressed.

    Where you are seeing these gobs of complaints is beyond me. I will tell that you pretty regularly a customer will report in the boards that a server is down, but it ends up being a router issue with is quickly corrected, and is probably something that every host is prone to. We also have a fairly large number of servers, so ocassionally one of them may be having an issue that a tech needs to correct. On the flipside, the customer is frequently right in saying a server is down, and more-times than none a tech is already rebooting it or getting it back up.

    I'm sorry things didn't work out for your site, but in your particular case your servers harddrive was having issues, which is again something that every host is up against (even MN-Robert). We did our best to correct this issue as fast as possible, and it turned out quite successful in terms of no data being lost. We sign up a large number of accounts per day, and our shared hosting brand (midphase.com) attracts a lot of first-time webmasters, so frequently customers end up finding that the issue is on their end. For instance, if I had a dollar for everytime I customer decided to cancel because their domain wasn't ready instantly I could retire. (propogation time).

    Zak
    Last edited by zakboca; 03-21-2004 at 07:06 PM.
    CEO of SingleHop
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  29. #29
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    Well make your own decisions. I'm glad I'm not with midphase. This thread was my opinion.
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  30. #30
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    Yet another unhappy midphase customer. Seems to be a lot of them.

    No wonder really..... they are spread thinner than the meat on the sandwiches in a homeless shelter. Last week their customers went without support because two guys were "out of town", and one customer had been waiting, for what seemed like an eternity for a refund. In the complaint thread last week, these midphase guys showed up with nothing but weak excuses, and then had the nerve to request the thread be closed (which of course, the great WHT staff did NOT do). I guess the truth hurts sometimes, but luckily the staff here is fair and honest, and they don't close threads with legitimate concerns and complaints.

    The fact is, midphase has only been around barely a year, and they have now started 4 different hosting companies, so it's no suprise their customers are suffering. I'm most certainly not the first to say this but maybe if I use bold letters, it will finally sink in to them......

    Hey midphase, maybe try to run ONE company the RIGHT way, and do it for more than a few months, before you start another one, and another one, and another one. Get the picture? Think about it.

    A shame really.....
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  31. #31
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    Gen-T,

    When you deal with volumn (a lot of customers) you will have a few
    people who are not happy regardless of how hard you try. All of our
    brands are designed to generate signups. We do a lot of them and that
    is why we are a successful firm. Your being very, very ignorant if you
    think having multiple brands is bad for a business...

    We run a single company with four brands, but once staff that runs them
    all. In fact, our customers are NOT suffering. they are happy. We just
    plugged in three new Duel Xeon servers that we *OWN*, not rent,
    into our *own* rack at Equinix Chicago.

    You are just being ignorant and ignoring the picture that he was never
    really a customer, he never used our service. So I will be bold too:

    READ before you talk. Don't assume. You'll make just make yourself
    look silly.
    Simply thinking that because we have four successful
    brands that our service is poor is flawed and ignorant. We provide
    a true 24/7 service and own our hardware, and do our absolute best
    to take care of our customers.

    Executive never gave our service a chance. He signed up and cancelled
    almost immediatly. Then insisted on special treatment. Silly, yes.
    Overreaction, yes.

    Ok, I'm done ranting. I just don't like ignorant people.
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.
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  32. #32
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    First off Dan, you really seem to have a problem with getting personal, and calling people names when they simply state facts, or disagree with your obviously ego-driven statements. I've seen it many times from you midphase guys before, so I guess I'm just your latest victim.

    Anyway, just to clarify a few things.....

    There are customers of yours all over the web complaining about your poor service, poor support, and even your poor attitude. This is not the only forum. This is the best forum..... but not the only one.

    Most new businesses fail in the first 12-18 months, and your parent company hasn't even been around that long yet, but you decided to start 3 others already?

    Having multiple brands is a good thing indeed.....WHEN you are ready, and stable enough to support them, which you are obviously not. Another example of this was when two of you left town last week, and customers went without support, and even had their trouble tickets cancelled multiple times. This sir, is a major sign of being spread too thin.

    So rant all you want to. Doesn't change the facts.

    I will leave it at that. I won't get in an argument. Good day sir!
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  33. #33
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    Gen-T,

    I'm not name calling, I'm standing up for my business. Yes, *MOST*
    small business fail within the first year. midPhase is not one of them.

    The fact of the matter is you are an outsider here. You don't know
    anything about my company, or my support team. Correct me if I am
    wrong but you arn't a customer. When I was out of town and so was
    Zak our techs were still here. Stop making assumptions, and no one
    has ever gone without support. Zak and I never answer technical tickets,
    anyways... they are handled exclusivly by our techs.

    Finally, no one started three new business. We baught ThrillHost and
    we started two new brands. Brands are shells, not separate companies.
    If you take a closer look they all use the same billing system and same
    ticket system. Same servers, same techs. The only thing that is different
    are the site designs and the packages.

    Please, learn before you talk. You don't know the facts.
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.
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  34. #34
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    Well as a FORMER insider I can concur that the service, support (as you can see here) attitude are so far below what I was used to that I was not willing to wait around and 'hope' things got better. I only needed to see my site down for more than a few hours and I was gone.

    You can bring the whole midphase staff here to argue the opposite. The purpose of this thread was a warning to others.
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  35. #35
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    Earl,

    You never actually tried our service, shurly you can admit to that.
    You signed up and after getting a plan that was no longer offered
    by somehow getting to an old thrillhost page that wasn't deleted
    and then cancelled a day later. Alec said he was very polite to you
    on the phone, and while I was unable to reach you I shurly would
    be polite to you as well.

    The fact of the matter is you were never an insider. You saw that we
    had some small downtime and didn't test the waters for yourself, then
    demanded special treatment when you cancelled.

    We host a lot of people, in the five figures, and while our service is
    not as personal as some would like it, it is good. Were fast to respond
    to support tickets and equally quick to resolve server issues. My staff
    is here 24/7, and sometimes Zak and I are too. I know as a true insider,
    someone who comes in every day to our office, that we do our absolute
    best to provide a good service. Growing pains, server crashes and an
    occational random issue here and there do happen. When they do we
    resolve them.

    I'm willing to issue a refund for your account and give you a time credit
    for your troubles on top of that so you can try the midPhase account
    out on me, maybe after you've used our services (and by used I mean
    really, really used) you can comment on their quality and our attitued
    to our customers.
    ---
    Dan Ushman
    Co-founder & CMO
    SingleHop, Inc.
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  36. #36
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    I'm with a provider that truly has 99.9% uptime and quickly...no immediately responds to any problems whether that be via their forum or trouble ticket. To be honest, I felt embarrased to admit to them that I tried the services at midphase.

    Hopefully others will find a provider as good as the one I have.

    Go Rochen!
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  37. #37
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    Originally posted by Executive
    Well as a FORMER insider I can concur that the service, support (as you can see here) attitude are so far below what I was used to that I was not willing to wait around and 'hope' things got better. I only needed to see my site down for more than a few hours and I was gone.

    You can bring the whole midphase staff here to argue the opposite. The purpose of this thread was a warning to others.
    Midphase is right, you were not a true insider, you joined up at a bad time and got scared off
      0 Not allowed!

  38. #38
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    Originally posted by Executive
    I'm with a provider that truly has 99.9% uptime and quickly...no immediately responds to any problems whether that be via their forum or trouble ticket. To be honest, I felt embarrased to admit to them that I tried the services at midphase.

    Hopefully others will find a provider as good as the one I have.

    Go Rochen!
    You did not really give the guys enough of a chance here, you have your opinion and there is nothing they or anyone else can do to change that now.

    They have admitted to a problem and fixed this and from what I have seen here they would have worked with you to fix any problems you might have had with their service.

    As for forums they are not a true reflection on any company, unhappy customers are always the most vocal. I would like to bet that for each and every unhappy customer there are 100's of happy ones I know thats the case for us there is just no pleasing some people.
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  39. #39
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    Well good luck to midphase then. Just (as the description in this section indicates) giving my bad experience.
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  40. #40
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    You upped and left after a few hours downtime?

    Downtime happens- there's very little to escape it unless you are paying to bucks.

    Having read through this thread I do not think you gave them the chance. They appear to have tackled the problem as quickly as possible. I cannot see what more they were supposed to do for you.
    Olly | INX-Gaming
    Call of Duty 4 hosting
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