Well to start I have to say I am completely apalled at the way I was treated by customer support. I was just browsing and I get an annoying popup from Derik.B to see if I needed help. Ya granted I can see that if they need help it's great that they're there, but why interrupt my browsing?!
Next, I get the account setup finally. I go into H-Sphere and get totally lost so I watch their tutorial videos on using H-Sphere. I have to say, having 3 accounts to get a reseller account going is bull crap. 1 for the admin of reselling, 1 as the admin (I got confused here too, wtf, you can't just use the same 1?), and then 1 for the website (partially understandable). It took me 10 minutes to get just the website account setup, as their tutorial videos weren't very good either. Their flash tutorial videos were a pain. It involved me downloading a 3rd party application to watch, and they were way too slow for a normal person to sit there and watch.
That's all done, my website is finally ready to go. So I test out the mail system to see if it works. Nope. So I go into their live chat support. I've been talking to him for 62 minutes now, and I tell you, it was the slowest conversation ever in the first 50 minutes. I think on average 1 line of text was being sent back to me every 10 minutes. When I told him my problem, he disappeared... and then came back "Sorry". No "Hold on 1 second." or anything, just nothing. This isn't acceptable. He then treated me like an idiot, like I know absolutely nothing. Hrm, I can get incoming mail but can't send outgoing... it's my fault. Even doing a telnet to the SMTP port on their box results in a Connection Refused message. He then wanted to see a screenshot of the 10 different dialogs for Account Settings in Thunderbird. Only 1 applies to outgoing, but send me all of them, let me waste your time. This isn't acceptable.
I am very disappointed in this host, and will ask once more for the final time for my refund. If it isn't given, I will contact my bank and put a stop on the payment. Watch out, if you don't mind being without mail, and know H-Sphere this is for you, otherwise stay away!
Done all that.. they opened port 25 a long time ago.. like I said I can connect to other providers perfectly fine. Also, in the last 2 hours (or as he bitched to me, "It's only been 1 hour not 2") even though a test email sent through another method (not their server) was marked at 13:42, and it was 15:33 when he snapped saying it's only been 1 hour.
This customer has no patience at all, he said we had a 2 hours conversation when it was only 40 minutes. He didn't want to help us in any way. When we asked him for screenshots he would refuse. He would not collaborate in order for us to help him out. Out of all the resellers we have, he is the only one with mail problems.
Like all the rest of you are telling him that it is his ISP, we told him that too but he said it's impossible and we proved him in many different ways that it was in fact his ISP but still nothing to do. He was stuck with getting a refund which we finally let off and gave him his refund because it was getting nowhere.
Yes you see, that is what we are telling you. He just invented all this on us (we are not sure why). But we offered him excellent support and he was just impatient to try different solutions with us. He just wanted a refund and didn;t want help for his problem. He should be lucky he has a hosting company staying with him 2 hours (if that's what he said) on the chat trying to figure out the problem.
We told him that if he were to do it by email, it would take days and that we are here NOW to help him out on the chat but still nothing to do, he just wanted his refund.
Ya I wanted a refund because the services doesn't work. Whether it be on my end or yours, if something doesn't work, why keep it? Why not move to a service that works? You tried it, and you couldn't figure out why it didn't work.. I spent a long time before coming to you guys trying to figure it out. I am not a computer newbie as you seem to think, I know how things work.