Changes to reseller plans

[admin]

As we stated we are crediting all accounts credited in the last 8 months think of it as a free thing from us something we did not have to do but I think it's the right thing to do.

So if you paid for an account for $4 3 years ago no that will not get a credit but with in the last 8 months you will $0.50 x 8 is $4.00 per account every one over the emails take it as free im did not have to pay $0.50 per month. We are making this cluster 10x better and there is a lot to come. But with out some help from resellers it will not get done or I will have to look at other options this makes the most sense since it will allow us to upgrade H-Sphere add a little profit so we can hire more techs so you get better up time.

The $0.50 per account is being well spent trust me it's already paid for the atmail upgrade that should be up very soon then off to H-Sphere and Urchin etc.

[admin]

Originally Posted by Brangwyn

EDIT: Also could someone please clarify what actually counts as a license in use please? do Moderated and Suspended accounts both count as a license despite the fact they're unusable by the end customer?

Only Suspended accounts but 5 year old Moderated would be nice to see gone. We are also checking domains like cpanel to see if there a record points here or not if not no need for that reseller to keep that account unless the person is still paying of course. But Suspended do pull from our numbers in a great ways and there is a HUGE number of them. We have 50,000 end user lic. in there now we are just 240 or so over. Not a huge number but from our numbers there is about 2000 to 3000 unused accounts if not more across servers plus the ones that 1 domain per account 500 accounts but all for the same person.


Us going out buyiing more lic would be stupid on our part when we can try and do it this route we did not see a $0.50 increase per plan/customer that should be paying you any way since it's an account. I just spent $2500+ on atmail upgrade plus we are looking in to exchange to offer VPS but with out working together it's going to take more time.

[Danl]

Originally Posted by serverzb

It is GONE!
Even we were contracted with those terms...

3 posts up, I explained what we would be doing.

[serverzb]

can we expect these

1. server is more stable?
2. you don't do "restart IIS everyday" , whihc always happen on our office hours

If answer is yes

please refer to [#NAS-328450] and make it stable

many thanks

[dcsweb]

I'll admit that I understand the need to generate more recurring income.
I also agree with those that want reimbursement for the $4 they've already spent on each domain.

My 2 cents worth is...Vortech used to be an amazing place to host your sites. There was once a time when I could call in and ask for a person by name. If that person was not working, they would tell me what shift he was on and I could call back and speak directly to that person. I have to tell you guys...that is what sold me on your services.

Since that time......major decrease in customer service.
- Servers becoming unavailable to me for 3 or 4 hours at a time.
- Tech support calls in the evening hours that just ring...and ring...and ring...nobody answers the phone.
- We ordered a dedicated server in January. After 3 weeks...multiple phone calls to sales and email correspondence, we canceled our order. I tried to give V. MORE business and they could not respond.

I've been with you for some time and I think it's important to hear from people that have enjoyed a quality service and seen a degradation of that.
I'm just being honest here....we went to the gator for our dedicated server because V could not assist in a timely fashion. In doing so, I have found their tech support to be what yours USED to be. If I call anytime day/night the phone is answered and support is dispensed.

Considering all points above and reading all the posts from staff; it appears here is what I'm looking for:
I would like to see some type of list about the 'improvements' that are coming. Not just some 'great things are coming' post, but a tangible list of what is going to be added.

I'm not looking for more resources in exchange for an increase. I'm looking for increase in support and stability.
Thanks for taking a moment to read through this post and please understand I'm not trying to point out flaws with V. I'm trying to share my experiences from good to bad with you.

[kapuwa]

I sent a mail to sales@ on 28th with ticket id RJK-824535 and recevied no response so far. Please check.

[Danl]

Sorry about that kapuwa, I'm going through your account and finding out how much to credit you, you have a ton of accounts.

[obj]

On December 23rd, I tried to delete a subaccount of a control panel. When I first started out as reseller, I liked the idea of seeing all accounts under one control panel. Only after I added about 25 accounts, I saw what a nightmare that was. Accounts are listed in no particular order and maintaining them was an endless search.

So when I had to delete one account, I went into the particular control panel and hit delete but nothing happened, the account would not be deleted. (I had experienced that before but did not bother to check up on it). This time I went under the main reseller control panel, did a search on the domain name and hit delete. Although I hit delete only next to the domain name, it deleted all 25 in that control panel. Guess how I spent my Christmas Holidays!

Luckily I had the files of most customers and also domain name registrations (because now they were on a different name server). Many did not even know that their account was deleted and recreated. I had to pay $60 (or65?) for one account recovery (which then cancelled in January :-().
Long story short, I recreated all accounts with their own control panel, which added 23 to my list.

Needless to say I am not a happy camper. How can I explain a price increase to my customers after all the service interutions they have been seeing during the last year. At this point barely anyone can e-mail Comcast accounts and I lost several customers over that.

Note to anyone consolidating accounts under control panels: at least with this cp you cannot delete them. I still have a couple hanging around that will not delete. After the above experience I will not keep trying.
Funny thing, my disk usage report still shows the 600MB from the deleted account as being used.

I understand that prices may need to be increased to have better service. I wouldn't mind paying $5-$10 more for my reseller account, it would be fair. But .50 per control panel is increasing my costs 100%.

What leaves the bitter taste is that the service had to decline so far before action was being taken. However, what makes it hard to leave is this forum. I have learned so much from reading posts here and received unbelievable support. I do credit Vortech for allowing us to exchange our thoughts and feeling here freely. This community is amazing. Thank you all for being here.

[ixie02]

I believe I got stung once on deleting a domain in the reseller panel when multiple domains exist in the account. You have to be very careful and note that the delete conformation message says "Remove account 1234567 (user myuser) ? You are actually removing the entire account and not just a single domain! Live and learn, learn and live. I was not aware that you could not delete a domain from the account CP. I know I have done this in the past but haven't tried it lately.

[obj]

Talking about upgrades: Number one on my list is being constantly blocked.
This is a daily occurrence and my customers are getting tired of it.

"Remote host said: 554 5.7.1 Sender is a spammer, or sender's mail server is incorrectly configured. Possible causes: missing/incorrect PTR or HELO, failed SPF, or listed on RBL. Ask admin of sender's mail server to correct the issue."

[Danl]

Originally Posted by obj

Talking about upgrades: Number one on my list is being constantly blocked.
This is a daily occurrence and my customers are getting tired of it.
"Remote host said: 554 5.7.1 Sender is a spammer, or sender's mail server is incorrectly configured. Possible causes: missing/incorrect PTR or HELO, failed SPF, or listed on RBL. Ask admin of sender's mail server to correct the issue."

Have you sent a ticket in about this?

[antic]

Originally Posted by obj

I understand that prices may need to be increased to have better service. I wouldn't mind paying $5-$10 more for my reseller account, it would be fair. But .50 per control panel is increasing my costs 100%.

I believe the idea is that you pass the $0.50/month on to the client using each account. That means your costs do not increase at all. As Danl so eloquently put it:

Originally Posted by Danl

It's .50 extra per account, charging your client an extra $.50 probably will not ruin most people, I could be wrong, and if I am, I apologize.

Although I disagree with a) the abruptness of the change, b) back-charging, c) no credit for $4 already paid if they're back-charging (which is particularly cheeky imo) - apart from those things, I don't see a problem with passing on $0.50/mth to clients... as long as those clients aren't already unhappy with the service and see a fee increase, however small, as unreasonable. Sounds like there may be a few of those.

As a suggestion, where some clients are known to be unhappy, copy their plan and leave the fee as-is, and move them to that plan. Be sure to *tell* them they're being excluded from a slight fee increase, due to their ongoing issues, which will soon be cleared up (or so VT are inferring). That is good customer service.

For the other plans, make the increase $.60 to compensate. Whether $.50 or $.60, there's no difference from their point of view, it's still a rather minor increase. You just don't want clients cancelling because of it.

...in which case, Danl will apologise.

[quangmd]

Don't say foul words on our forum, it's not polite, do it again and you're outta here

[Danl]

[quote=quangmd]

What was the purpose of this post, explain immediately or you will be banned, we do not need foul language on this board

[Danl]

antic, ya gotta read my posts from earlier, we are giving credit back for accounts created in the last 8 months, ya just gotta email me at sales@vortechhosting.com .