Web Hosting Talk : Web Hosting Main Forums : Reseller Hosting : MDD Hosting customer service

[Ninjapanther-Greg]

Just signed up for MDDHosting Sent a support ticket 6 hours ago still no reply.
WHM none its feature don't work you can't even creat accounts or make packages because the features are not there.
Hosting domain name is not even set up in there.
Maybe its sunday and he don't work on sundays but this seems to be bad customer service to me and the website does claim offer 24/7/365 support.

[eLief]

As you mentioned it's possible that they don't do sales/billing on the weekends(plus it's fathers day), though I'm not sure why they don't have a default ACL list setup if your account is already active.

[njoker555]

you get mad for 6 hours support ticket reply? as elief mentioned, it is the weekend and it is father's day, I've heard many good things about MDD Hosting anyway.

you should wait at least 24 hours before complaining publicly about their "bad customer service" - '

and are you sure you went to yourdomain.com/whm ?

[hD-Scott]

This surprises me, as Michael is ALWAYS online! LOL. I think you really need to give him and his company a chance. This seems like it might be a glitch or a misunderstanding.

I have talked with Michael and he's always been a good guy and I never hear anything but good things about his company.

You might want to try to PM him here on the board or on his own hosting board webhostingboard.net.

I'm sure he'll take care of you right!

[biggestbh]

Originally Posted by gregsta

Just signed up for MDDHosting Sent a support ticket 6 hours ago still no reply.
WHM none its feature don't work you can't even creat accounts or make packages because the features are not there.
Hosting domain name is not even set up in there.
Maybe its sunday and he don't work on sundays but this seems to be bad customer service to me and the website does claim offer 24/7/365 support.

Well, you did only allowed 6 hours to receive a reply. Yes, this might be a critical issues but they might be offering 24 hour responce to tickets. I would suggest that you look for a phone number and try to contact them that way.

[MikeDVB]

Ok, I'll clear up some of this.

Yes, there was a 6 hour wait on a reply - I'm not going to pretend there wasn't or try to put a "spin" on it. I flagged the ticket to myself and then I forgot to un-flag it before I went to sleep. People do make mistakes - it wasn't a critical issue and was a simple question about private nameservers - but either way we should have responded quickly and I apologize.

Originally Posted by gregsta

Maybe its sunday and he don't work on sundays but this seems to be bad customer service to me and the website does claim offer 24/7/365 support.

We do provide 24/7/365 support and there is always somebody to answer a ticket - I don't do this by myself as I don't know that I even could with the client base we have.

As soon as I got up this morning I saw the ticket and answered your question. I am sorry that you had to wait - I am human and I do from time to time make mistakes.

Originally Posted by gregsta

WHM none its feature don't work you can't even creat accounts or make packages because the features are not there.

You were the very first reseller account on a brand new server and there was a typographical error in the Reseller ACL (access control list) so your account didn't get set the correct permissions but I fixed this within 4 minutes of you opening the ticket about it. You did not put this in your original message.

Originally Posted by gregsta

Hosting domain name is not even set up in there.

Actually it was there - the issue was that you couldn't see it due to incorrect ACLs (see the above quoted response).

I would ask that you do get back to me in the support ticket as I have asked you a couple of questions that I need answered to process your latest request.

Thanks!

[The-Pixel]

Very simple issue that seemed to be resolved extremely fast. Best of luck to you Gregsta and Michael Denney.

[HostThree]

Jes... what a pathetic reason to leave a company!

I've got a feeling you'll be doing this with a number of companies.

[Ninjapanther-Greg]

He sorted the problem very fast,Thank you mike for your fast response and sorry about this little misunderstanding he is a good host so ignore this review.

[MikeDVB]

Originally Posted by gregsta

He sorted the problem very fast,Thank you mike for your fast response and sorry about this little misunderstanding he is a good host so ignore this review.

No problem at all, again sorry for the mix-up

[Ninjapanther-Greg]

Originally Posted by biggestbh

Well, you did only allowed 6 hours to receive a reply. Yes, this might be a critical issues but they might be offering 24 hour responce to tickets. I would suggest that you look for a phone number and try to contact them that way.

I did try contacting him by phone

[MikeDVB]

Originally Posted by gregsta

I did try contacting him by phone

We provide 24/7/365 e-mail and support ticket support but normal business hour phone support (Monday-Friday 7AM to 4PM) outside of those times calls go to voicemail and we give call-backs on an emergency as-needed basis otherwise we get back to those calling via support ticket.

I see we got two voicemails this morning and I'd assume both are from you. They are both blank and both do not have an available call-back number listed so there isn't much that the support staff would have been able to do.
http://secure.kall8.com/vmail/D81467...5765440001.wma
http://secure.kall8.com/vmail/D81467...3272580001.wma

[Host Red Dragon]

Glad it's sorted now, Mike seems to run a good business, but like anyone he will make mistakes from time to time, it's the way it's handled though, that will sort the good hosts from the bad, and Mike certainly is a good host.

[Ninjapanther-Greg]

Originally Posted by MikeDVB

We got two voicemails from you both with nothing in them, the only reason I know they are him is because he stated just now in the thread that he tried calling and it's the only calls we've had this morning.
http://secure.kall8.com/vmail/D81467...5765440001.wma
http://secure.kall8.com/vmail/D81467...3272580001.wma

Not much we can do with those...

I did leave a voice mail describing what was wrong, I was not sure if you understood what i meant in my ticket so I phone you so you would understand better oooh

[MikeDVB]

Originally Posted by gregsta

I did leave a voice mail describing what was wrong, I was not sure if you understood what i meant in my ticket so I phone you so you would understand better oooh

I'll have to get with Christine and see if she handled a voicemail - I've not actually even been into the office yet I'm just checking what I can remotely. It may be that she got the voicemail and saw that you had a ticket flagged by me already and left it alone but I won't know until I speak to her.

I guess the moral of the story for me is to be more careful when I flag tickets!