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  #1  
Old 11-05-2000, 12:21 PM
wsdhnet wsdhnet is offline
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Join Date: Oct 2000
Location: Mobile, AL
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I am a reseller for two different companies. I won't mention any names. They can tell who they are, there is no need to bring up names in this forum.

My problem is I can't get any support. I send emails, I post to their support forums and still no response and no solutions.

I guess I will have to seriously consider whether to:

a. Continue hosting at all.
b. Get a dedicated server.
c. Build my own box and colocate.
d. What?

This is really bothering me. Both companies promised the world when I was checking them out and seem to have disappeared now that I have signed up. I don't ask the world. Just that what they say they have works.

Enough whining. Can anyone point me in the right direction? Colocate, dedicated, a better reseller plan with support?

Thanks,

John



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  #2  
Old 11-05-2000, 01:10 PM
Chicken Chicken is offline
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Location: Southern California
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John, welcome and sorry to hear about your troubles. First, it is ok to name names since there might be another person who is about to sign up for the two reseller programs you have and it isn't a bad thing to share your experiences with them.

If you are handy with server admin, then you could build your box (assuming you are handy with this also), though I'd say leasing a server might be a better choice under many circumstances. Support will also be an issue there as well.

Better reseller plans, well hmmm. What type of packages do you offer now, and on what type of system(s)? Are your current hosts Alabanza based? Etc., etc., etc.

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  #3  
Old 11-05-2000, 01:21 PM
Micky Micky is offline
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I am curious about who the companies are myself since I am about to start reselling and had it narrowed down to two companies. I hope it is not the two I have it narrowed down to.

I honestly do not want the responsibility of my own box right now. I would prefer being strapped to my computer promoting my new business and building my reputation than monitoring a server, which is why finding the right host has been a tough decision for me.

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  #4  
Old 11-05-2000, 01:22 PM
wsdhnet wsdhnet is offline
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Join Date: Oct 2000
Location: Mobile, AL
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One is Alabanza based the other is ultraspeed.

Most of my accounts are with beahost.com. I buy in bulk so maybe they feel like they don't owe me any support. Their billing is totally hosed up and they can't seem to fix the problem even though I send them an email every week. I am afraid that they are going to cutoff the accounts that aren't being billed. I just started with the second company and really would like to give them a chance to fix this problem. I really had high hopes for them and was ready to move all my clients over, but right now, I am sorry I signed up. Fortunately, I only have 2 clients over there so leaving wouldn't be a major problem.

I thought I had researched the second provider trying to avoid the problems I am having with my original provider. I asked specific questions, especially pertaining to one particular account who has special needs. They indicated that this account wouldn't be a problem.

As far as building computers, I do that for a hobby, and haven't bought a store made computer since the mid 80s. I am constantly upgrading mine (the cover remains off all the time for wasy access) so I feel confident that I can build a reliable server. I am lacking in the admin area, but can rectify that easily.

I offer packages from 10MB up to 300MB. Most of my clients prefer the 300MB plan. The smaller plans are loss leaders for me.

Thanks for letting me vent.

John

  #5  
Old 11-05-2000, 01:49 PM
Chicken Chicken is offline
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Well you may want to shift the beahost clients to hostmatters.com (Alabanza based, good reviews, and this board knows them well). As for Ultraspeed, maybe we're sending them too much. I always recommend them, but I don't want to overburden them. This would be the first post I've read about a bad experience, so either give them a little time to work things out, or errrr... just resell for a host like hostmatters. There are plenty of Alabanza based hosts on this board, so recommending one over another isn't easy. All of them seem to have very nice people backing their services.

There was even a who's on Alabanza post here recently, which should give you an idea of who is here (from Alabanza), at least.

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  #6  
Old 11-05-2000, 01:52 PM
wsdhnet wsdhnet is offline
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I don't deal directly with ultraspeed. I am reselling for someone who leases a server from ultraspeed. The problems I am having I believe are admin related and not hardware or network related.

Due to my pricing, reselling under a discounted arrangement would be difficult. But, maybe I might get better support.

John

  #7  
Old 11-05-2000, 04:36 PM
wsdhnet wsdhnet is offline
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All is well. It was an admin problem and was fixed and everyone is happy again.

This is sure tough being caught in the middle!

I read something about a "virtual dedicated" account. Anyone know of this? Apparently you get root access but are still a reseller. Might be what I need.

Thanks for all the input,

John

  #8  
Old 11-05-2000, 05:45 PM
Chicken Chicken is offline
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Well you can check out hosts such as vservers.com where you get what you described. To me the price is a bit steep for what you get, but unless things have changed, their support is touted often.

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  #9  
Old 11-06-2000, 05:43 AM
Website Rob Website Rob is offline
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Quote:
Originally posted by wsdhnet
All is well. It was an admin problem and was fixed and everyone is happy again.

John
So does that mean all is well with both, or just one? I'm curious as I had spoken with Mark (over at beahost.com) and there was a few things that rang alarm bells.

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  #10  
Old 11-06-2000, 07:33 AM
wsdhnet wsdhnet is offline
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No changes at beahost. I don't know what is going on there. Eventually, I will move all my acounts away from beahost. Before I do that, I want to be sure that the move will be the last one.

John

  #11  
Old 11-06-2000, 03:29 PM
DanielP DanielP is offline
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Join Date: Jun 2000
Location: Alabama of course
Posts: 1,480
Cool

Whew
Don't scare me like that

I didn't remember you as a customer (lol)

Glad things got sorted out , as for chickens note, not getting over-loaded one bit, still looking for an additional sysops though


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  #12  
Old 11-06-2000, 03:58 PM
excalibur excalibur is offline
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Location: NJ, USA
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support or lack of it

This is something that is the bane of the business. I absolutly hate non-support. That is why i did what the author of this thread is talking about but i went a step futher. I insist on support 24/7 I dont care when or what day. If there is a problem on our network we better be working on it before a customers ever calls. This has been a pledge and I have heard all the talk from other companies saying that this type of support is too expensive and it will kill the bottom line. Well they are wrong. What kills the bottom line and what will kill yours if you decide to become a host with your own network or box IS NO support. The easiest way to lose a customer is to not support them. the easiest way to keep them is to contact them talk to them and to support them until it hurts. Thats the way we do business. I consider every box on my network or at my ( I own it) data center as mine. I wouldn't stand for MY box being down so why should my customers? They shouldn't. Period!

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  #13  
Old 11-06-2000, 08:33 PM
Chicken Chicken is offline
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I'm sure all the people who have sites wouldn't argue those points Jon! I think the lack of support sometimes stems from this commonly being a part time job for many hosts. Also, some people want support instantly, while others are satisfied with 24 hour support. It all depends on the client. Some are satisfied no matter WHAT you do. Blah.

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  #14  
Old 11-15-2000, 05:18 PM
jakis jakis is offline
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Join Date: Nov 2000
Posts: 167
John, don't be serious because ,

1. price does matter to your customers .
2.you get what you pay for.


I know beahost / linuxwebhost 's ugly like you. But why bother if it is not website down problem's . I just moved all accouts off them due to network problem and finally know it is Alabanza that went down. I come to Below10host and the price increased with support. I'm not quite sure if this decision worth me or not.?

  #15  
Old 11-15-2000, 07:04 PM
excalibur excalibur is offline
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Join Date: Oct 2000
Location: NJ, USA
Posts: 10
disgusted

i think ( maybe) you misunderstood me. Of course price matters. What i was saying is As a colo facility, I can not afford NOT to give support 24/7. That is our model and we are aggressivly supporting it. The too expensive comment in my other post was in reference to " I dont think it is too expensive to offer support" I thik it is too expensive NOT to offer support. At our company we do not charge the customer for this support. It comes with every account

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