Web Hosting Talk : Web Hosting Main Forums : Reseller Hosting : MagmaHost - TERRIBLE first (and probably last) impression

[CameronH]

I signed up to MagmaHost about 15ish hours ago after reading good stuff about them online. I signed up for 2 accounts, 1 master reseller in the USA and one in the UK. The site looked good and so did the prices so I went ahead. After payment, I got an email for one of my accounts being setup (UK plan). This seemed great, as they advertised instant setup, although this is where stuff started to go wrong.

I signed into the reseller account and had no permissions to do anything - That was slightly annoying, but I figured it would be OK soon. I went down to try create a master reseller and check out that feature, but what's this? The license is expired! Great, so now I have a non functioning reseller. I also happened to note, that my "UK" reseller was actually in the USA. I was willing to wait though, and submit a ticket to their "24/7" support desk, thinking that this was just a simple error.

Client 16/01/2010 11:49
Hi There,

I've just ordered from you, but I have a few issues with setup.

Firstly, the package that has been setup (UK) appears to be a USA server, which is on a USA IP and not in fact in the UK.

Secondly, the USA package has not been setup.

It would be lovely if you could check into this for me

Cheers!

And

Client 16/01/2010 11:52
Just a few more!

My WHM has very few features, not really enough to create accounts, or do anything

Secondly, your WHMReseller license has expired.

(5) Your WHMreseller License has expired

To License this installation please complete the following form:
Deasoft Username:
License Key:


Cheers

So the wait began. An hour later I got a reply.

Magmahost Support || Staff16/01/2010 12:44 Hello,

I have added required reseller privileges for your account. Please check and let me know if you need any further assistance.

Kind Regards,
Magmahost Support

What's this? They added the permissions, and ignored the rest of my support ticket. They did although create me another reseller, on the same server as my "USA" plan, to which the credentials don't even work, so I submitted another ticket:

Client 16/01/2010 12:49
Hello,

Thank you for adding reseller permissions, although this only answers about 1/4th of my problems.

The following problems are still outstanding:

1. My second account (USA) doesn't work
2. My first account (UK server) is not actually on a UK server
3. WHMReseller doesn't have a license, therefore making it not function

Please check into these.

Kindest regards

And 16 hours later, there has been no reply, so I have requested a refund, which is "being passed along to billing admin" If you are thinking of buying from MagmaHost, I highly suggest against it!

[net]

Well, you can't expect good support with super cheap providers :-)

[IH-Rameen]

16hrs for a response to a tech support ticket is well exceeding the average some companies have..An expired license is never a good sign but can be due to a simple oversight.. But it does seem to me a bit too many mistakes from the get go which doesn't give much confidence to a new customer..It's really down to how much patience the customer has in getting it resolved..and the vibe they get from the start.

Originally Posted by net

Well, you can't expect good support with super cheap providers :-)

Agreed
For the prices they charge and what they offer, I wouldn't expect a high standard of support..You really do get what you pay for..

[CameronH]

True. I was actually looking at signing up with you net. Might be doing so now that I'm "host-less"

But if you promised 24/7 support shouldn't you provide it?

[njoker555]

Originally Posted by CameronH

True. I was actually looking at signing up with you net. Might be doing so now that I'm "host-less"

But if you promised 24/7 support shouldn't you provide it?

You'll find many new hosts promising things they can't keep.

Personally I'm not a fan of master resellers - a majority of them have a negative image and this thread adds on to that.

[Brian-de-vie]

Check out WHT and you'll find that:

Magmahost has been acquired by Yomura Holdings.

[KMyers]

Hello,

I am just wondering if they ever took care of this for you or did you end up kicking the bucket. I have seen a few mentions of Magma Host on this forum, nothing too special.

[LuxuryServers]

Sorry to hear about your resellers.

Have they yet to replied?

[XeHSean]

Yikes, that definitely sounds like a very poor show from magmahost. Best of luck with whatever provider you choose to use next!

[DakNet]

I actually have an account with them and no problems so far. The ticket support is very fast

[XeHSean]

Originally Posted by DakNet

I actually have an account with them and no problems so far. The ticket support is very fast

Have you had any issues similar to the OP's issue?

[KMyers]

Originally Posted by XeHSean

Have you had any issues similar to the OP's issue?

Hello,

I assume he is not, but it is hard telling. I am also interisted in hearing this.

[MyLabuan]

Originally Posted by CameronH

But if you promised 24/7 support shouldn't you provide it?

This is normal issues nowdays..

My experience with one company, when you ask for 24/7 they will tell you to subscribe corporate packages but they not entertain 24/7 support for business packages. In fact it's clearly stated at front pages 24/7 support but you wont get that kind of support..

[fathive]

i had to wait a week for a response from them ... and when i got one it was .... the admin will look at this ticket shortly

[KMyers]

Originally Posted by fathive

i had to wait a week for a response from them ... and when i got one it was .... the admin will look at this ticket shortly

After how long?