They are very good. Their support is excellent and uptime has been very good. You have alot of control. My reccomendation is take a look at the support section tutorials under H Sphere. It's pretty intensive stuff. If your comfortable with the H Spehere then I highly reccomend them. C Panel is quite a bit easier to use but H Spehere is really powerful
I found them to be very unstable for the first year. They were all over the board with problems. I think they were new and growing. The biggest problems I've had with them mostly were due to unstable email servers. That seems to be much better now. Things have been much better over the last several months. I think they are too reactionary at times. Someone hacked a server and they came out with all kinds of policies that seriously hindered existing clients. They then backed off. So, they listen to their clients but sometimes do things without thinking of the total ramifications to existing clients.
Their pricing is great now that they offer summary disk and transfer usage. That means you can oversell (but not overuse).
Overall, I'm still not convinced that they have everything together but they are better then they were. I've still got a handful of clients on a reseller plan but I've moved on to my own servers. I can say that my systems are much more stable then theirs were although they have improved. I can't compare them to any other reseller (except me). If you're looking for a great price with a complete offering of services (billing/domains/etc) they might be worth trying.
Originally posted by jaikin .oooh and since you disputed that charge, maybe we'll send you ever more threatening emails and letters about collections agencies and attorneys... even though we don't accept email as a valid form of communications ourselves...
Actually, if you dispute a charge that is valid, it is fraud, on your part. Not only will collection agencies take this type of issue in, they normally get their way too.
In some regions, banks see fit to terminate bank accounts because of fraudulent chargebacks.
It is up to the company you are dealing with, with regards to how they accept termination notices. Most do require a form filled out, for actual records. If you agreed to the terms of service when you signed up with the company, then you must adhere to it if you are a client.
Unfortunately, the enom/registrar changes that many of us expected, has not come to much fruition. I expect to see quite a few changes on the registrar side of things, when 2.5 comes about in September.
I joined Matrix in 2002 and have lived through many of their problems, especially with HSPHERE, mail1 and some nasty timeout problems on the MSSQL machines, and then some seriously slow mysql servers. Alot of these problems took a loooong time to resolve and it was enough to prevent me from moving most of my more important clients over there, so I just kept smaller and less important sites hosted there.
However, in the past year or so I believe that they have improved a great deal and I rarely have any issues. When I do, the support has always been top notch save for the occassional attitude on their forums, and even that has also improved quite a bit over the past year.
I still have not moved a lot of important sites over there, but I am no longer living in fear every day about what will go wrong next. I have been with a lot of companies and overall they have been one of the better ones. They have had a few rough spots but worked through them and seem very stable now.
This is a good thread. I have been looking at WHT for about 2 weeks now while contemplating which reseller to use to open up a small reseller business.
I've basically seen that there are a couple of larger resellers (I think) that have most of what I'm looking for (multiple platforms, good price, site building software, etc.). These two are Webreseller and MatrixReseller. By all means, if you know of others that are comparable to these two, I would be more than happy to look at them.
From this thread and another thread, I've seen both of these providers air their dirty laundry. These may be isolated or one-off incidents where a customer wasn't getting what he/she expected and the provider wasn't budging on something. However, based on the their responeses I'd have to say I have been VERY disappointed with the lack of customer service skills of these two providers. Being in the software support business myself (my day job), these two providers appear to be individuals or small teams running a business with absolutely no experience about how to service customers. I'm not talking about giving customers whatever they want, I'm talking about being customer-focused, professional and polite (and these folks should use a spell-check too!). They are arguing with the customers in a many-to-many forum, rather than taking the conversation offline and working with the disgruntled customer to resolve the issue. I can only imagine how may potential customers these providers are losing from these somewhat ugly threads.
Don't get me wrong: speed, features, accessibility, and other technical items are very important to me while I'm deciding on a reseller. It just appears that these providers lack a fundamental understanding of customer service and how to deal with customers that aren't satisfied.
That being said, I wonder if, again, these are just one-off situations or are indicative of what I would experience if I signed up for either. So far, Matrix looks better (although Webreseller is somewhat cheaper for a starter package). A couple of questions:
1) Are there other providers that offer similar features/prices as the above two that are renowned for their customer service?
2) Is there some kind of poll that WHT takes on user-voted Top 10 resellers (or something like that)?
3) If you had to start a reseller biz in a hurry (I need to get 5 clients on line soon), and you could choose either of these two, which one would you choose? I'm leaning toward MatrixReseller right now.
If the providers in question would also like to respond about how they have improved their customers' experience, I'd be more than happy to listen and discuss too. The more technical the response, the better (I am very familiar with customer support - metrics, KPIs, CSAT, support tools, infrastructure, outsourcing and offshore resources, etc.)
Based on this forum, these two seem to be mentioned quite a bit. These two seem to have most of what I'm looking for:
• Unix/Linux hosting
• Windows hosting (but neither of these two have ASP.NET v1.1, which I'd prefer)
• Good control panel
• Good site builder for selling to clients that don't know how to create websites or want to get something up in a hurry.
• Around $30-35 a month for starter packages.
I'm definitely open to other suggestions though, especially those that would include the above, plus Exchange/Sharepoint hosting. As you can also deduce from the above, professional customer support is mandatory as well.
I joined a couple of months back apparently after all the rough spots. I use the tech support frequently to ask questions and so forth, however I have had very good experiences and reccomend them based on my experiences.
Thanks. You list only "ASP.NET - Windows 2000" (for example, on http://www.matrixreseller.com/plans/index.php). ASP.NET v1.1 is installed by default on Win2k3 and would have to be installed manually on Win2k servers. I'm happy to know that you have it though! Start advertising it
This being said, can we assume you have both 1.0 and 1.1?
In the past few days I've been having back and forth email with someone from matrixreseller (Carly). I am trying to get information before I sign up, and they have been very helpful and prompt. I was quite pleased with their presales that I signed up and made this post.
Let's hope this is not just presales and will be the same case with customer service once I sign up!
energie, the funny thing is Carly is in support but support helps out with sales on the weekends since they just work M-F 10am - 6pm. Carly is very good, one of our best techs and first female tech we have had..
But support is just as fast as sales if not faster because there is a lot more of us in support..
Energie I can verify that the support is very good. I am in the Pacific time zone. And I have contacted and recieved support at 10PM my time which is 1AM Florida time and you can reach a tech who also has the power to make server wide changes while you are on the phone. Best of all, I have spoken to 3 techs from the company and all have known what they were doing and solved my problem very efficiently. Some things I hate about some of the companies support I have used in the past and present:
* Not having 24 hour phone support
* Having gatekeeper techs who don't know what they are doing and have to funnel all support requests to overworked top level techs.
* Requiring the user to e-mail for support. When I have a problem I need it solved immediately not whenever the other company has time to get to it. In this respect Matrix has always been able to solve any problem immediately. The one time I did get an answering machine (only happened once) and I e-mailed the support ticket, the problem was solved in under 5 min. Now I don't like e-mail tech support but in this case it certainly was acceptable.
* Inflexable admins that won't make changes even if they have no potential for a negative impact on the server.
Matrix support is very good and the reason why I am gradually migrating all my accounts to them and why I reccomend them to others. And I have dealt with Carly in support many a time and every time she has solved the problem immediately. I hate it when I know more about server administration then the "experts" at the company that I am using. In the case of Matrix I am glad to find that they know the nuances of how their system works better then I do, which is how it is supposed to be.
We are 2.3 latest.. We have a test system already setup for 2.4 its going good but we have already found some issues in 2.4 so we will wait. We have had WAY to many issues and bugs in 2.3 to jump on 2.4 yet. Psoft has a so so track record with there new versions so I think we will wait just a bit..
Stable is always better. Well most of the time any way.. But you are right 2.4 does have some nice stuff in it..
No we offer 7 days on our reseller plans because of the time we can end up spending trying to help new customers setup H-Sphere. 90% of the time most new users know if they are going to be able to handle H-Sphere or not. In 2.4 of H-Sphere they should will have an easy step by step for the setup so we may take the money back to 15 or 30 days.
While I agree this forum shouldn't be a place to get support from Vortech, I rather like reading Nightfall's first experience with Votrech. And I find myself looking forward to his next post on how things are going with his H-Sphere account. Being as i am interetsted in an H-Sphere account, this is exactly the kind of experiences that I am looking for. So post on Nightfall, I can't wait to hear how things are going with MatrixReseller.
And yes, I didn't start this post to be a place to get support from Vortech, I started it so I could hear real world experiences from actual users. Aside from a few distractions in the thread, this has been very helpful for me. I am curious to read more from Nightfall, but aside from Nightfall having a real negative experience, I am leaning a lot towards MatrixReseller.
So please don't lock this threat, lets just get back on topic. And again, Nightfall, I am looking forward to hearing more from you.
Thread cleaned, let's keep things on topic please.
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All of my questions were answered pretty quickly and to my satisfaction.
While signing up, I encountered some problems. The sign up pages were loading extremely slowly.
It took me 3 attempts before I could finally finish the whole signup process.
The account setup was pretty fast.
I am new to H-Sphere, and found it pretty cumbersome, but the features to be extensive.
I must note that the H-Sphere admin pages are loading very slowly for me. Sometimes, they don't even come on.
Once in there even simple help screens (see attached) sometimes take up to 4 seconds to load, sometimes.
Trying to set the service plan up for my own domain , and will report on that later.
BTW Vortech, there is a broken link on your H-Sphere support page, where its suppose to lead to the FAQs. I have informed John about it.
nightfall_sg, thats I saw your ticket in there and gave it to the person that can fix that link, you can use vortechsupport.com for the FAQ's that link was from our old support system and somehow just got missed..