They must...after all they are #1!
They are full of shit!!!
Look what i went through trying to setup a simple WordPress blog:
I have signed up for their service on the 5th of July 2012:
ACCOUNT INFORMATION:
Plan: Business 1y (Linux) G28
Domain: ndroidians.com
That same day I registered, they contacted me for a duplicate Payment that occurred by mistake and they did cancel it... But along with the duplicate payment cancellation they :
Thank you for choosing MochaHost as your hosting provider. We appreciate your business. I see you have made a duplicate identical account activation request. Unfortunately you proceeded with the payment for both of them. I have activated your first account order. You should receive a Welcome e-mail with all information needed to start using the service. What I can offer you is to add a credit to your activated account with us. When a credit is applied to an account its amount gets automatically deducted from all future generated invoices until it is over. Please, advice if this is a suitable solution for you. Looking forward to your reply. Best regards! Gabriela P.
My response:
Greetings & Salutations to U 2 Gabriela P.
Thank you for your mail.
I understand you only processed on activation request and one credit charge. Thank you.
As for c.c. details, we will see if the first year goes well with you guys...
I've had some hard time with the previous support team....
Lets hope with your team it goes better as stated in by registration remark. :-)
That said, I hope all of us have success wherever they do....well.
I also requested for JSP/TOMCAT activation but the mail bounced back with error.
Please activate them...:-) thank you.
The next day, Friday the 6th I logged on to my new hosting service happy to the chance of a new start setting up my new livelihood....
The day after, Saturday the 7th all hell broke loos with the service....
It started @ about 21:00 (GMT+2) time...
And lasted well until midnight:
Nice picture - 100% Uptime...only when the server is asleep....
And you don't even want to begin to know the LiveChat attitude...
I will attach transcripts of all conversation at the bottom...as well as a list of support tickets opened...
This one was: multiple tickets
Ticket ID: SMJ-525807
Subject: Very slow connection to website - as we speak
Department: MochaHost - Tech Support
Priority: High
Status: Open
Subject: Very slow connection to website - as we speak
Department: MochaHost - Tech Support
Priority: High
Status: Open
Ticket ID: GDV-356159
Department: MochaHost - Tech Support
Priority: High
Priority: High
Ticket ID: JBJ-122012
Subject: Logging out
Department: MochaHost - Tech Support
Priority: High
Status: Open
Subject: Logging out
Department: MochaHost - Tech Support
Priority: High
Status: Open
I couldn't login while I was already in, and not logout.....
The server took a break....probably dinner...
So a day goes by and I am exhausted from the hassle of this awful communication with the support team....
I had a feeling this was not the end...
Monday, the 10th of July, 2012....
I have already managed to set-up alot of services around my new blog such as:
flatter
PayPal
Different API keysGoogle analytics
WordPress widgets & plugins
etc...
15:00 (GMT+2)....surprise.....
In case you forgot our servers need their rest...after all, word-pressing is a heavy lift...
Take a good look at the support person's response:
 |
| My Blog 2 B |
The time and date are clear at the top of each snapshot....
SLEEEEEEEEEEEEP!!!
 |
| Oops! google... |
This last for about 3~4 hours...well until 19:00
At the end of this session the support guy offered I fill-out a Credit Request...
So I did, and this is the response I got today:
Hello,
We need you to provide us with the ticket you have submitted in our Technical department for the issue you have faced.
Please, provide me with it, so I can give you a proper compensation.
Thank you in advance.
Regards,
Alvina D.
Ticket Details
===================
Ticket ID: BKS-313695
Department: MochaHost - Billing
Priority: Low
Status: Open
And after I did here is what came in the mail:
Thank you for your cooperation the matter.
I have reviewed the tickets provided and found out that they are all related to the slow server performance you experienced.
The issue was solved by our Technical Support and everything is working as intended.
At this point I can not provide you with any kind of compensation as there was no downtime, just slow performance.
I deeply apologize for any inconvenience we might have caused you.
Have a great day!
Gabriela P.
MochaHost~
And me again:
Hello,
I think we are going the wrong way on this one since I have attached pictures of your support status server announcing the server is down!!!!So what are you talking about??? 'after reviewing'...What did you review???I sent the snap shots...the server was down twice!!! for at least 3 hours at a time...'Thank you for your cooperation' you're telling me and then you say there was NO DOWN TIME???!!!If you would have really checked you would have found out even from transcripts with your LiveChat support team that the server was down TWICE!!!See, this is what I was talking about when I first registered and you asked for my CC details....I had a feeling you would screw-up as most of you do...so un-authentic to reality and life...You are wasting my time and not doing your job!!! that is what you're doing...support...you've got a thing or two to learn.Seems that after you get the money in your pocket - customer service is like the last thing you remember....Treat me just...that is all I ask....I deserve to be compensated!The server WAS DOWN....!Please check transcripts of you team saying this on both occasions!!!See attached pictures -First 7/7 - started @ 21:00 and ended @ aprox. 00:00Second 9/7 - started @ 15:00 and ended @ aprox. 19:00Stop wasting more of my time as the DOWN TIME has caused me enough hassle as is...Awaiting your prompt reply.
And after this has happened I did manage to start my blog and write for a few hours...
And then....I let you guess...
Today, Tuesday the 10th of July, 2012:
No ftp....no wp-admin login...NOTHING...
How would you feel being treated like this for a paid service, when what you gave your money for, does not really exist!!!
The past 5 days have cost me labor lose of 1500 USD....
Who will pay for my work, time and lose of income???
This is the story of mochahost....
Some related files:
Shared for admin@ndroidians.com
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